TripAdvisor Traveler Rating

Staying here at present and have been here 11 nights. As the title says good but not 5 star. The hotel has done a great job with the world cup fanfest, but they are trying to up sell seats at the front etc which run you 150 usd for 4 people you do get a bottle of alcohol and snacks but you’re all ready all inclusive. We are staying in an entourage suite, clean has decent space and storage but it is tired and in need or refurb. Light fixtures showing rust towel rail coming off the wall etc. Not what i have experienced in other 5 star resorts. Food in the buffet very good, always lots to choose from but restaurants are not good, food comes out lukewarm mostly, the only exception is the show cooking. Also service is hit and miss drink service round the pools depends on waiting staff. Room service is beyond slow whatever time you order for generally add an hour and it is just ok when food arrives. Cleaning at the pool also hit and miss to me if the pools open at 7am they should be cleaned before hand not having to ask could a net be run over the pool. Overall we have had a good time away but wouldn’t return and wouldn’t recommend.

We had our final engagement meal at Catch during our stay at Planet Hollywood Cancun, and Pablo and Yazz made it such a memorable evening. Pablo was absolutely fantastic. He was incredibly thoughtful and took the time to understand my fiancé’s dietary requirements, advising what she could safely eat, ensuring the chefs were fully aware, and even introducing us to the chef so we could feel completely reassured. His attention to detail was exceptional, from regularly checking on us, bringing fresh drinks as we finished them, hanging my fiancé’s bag up for her, and constantly making sure we had everything we needed. Beyond the service, Pablo was just a genuinely kind and friendly person. He wanted to improve his English and was asking us how to pronounce different words, which was such a lovely personal touch and showed how much he cared about connecting with guests. Yazz was equally amazing, welcoming us warmly, seating us quickly and ensuring everything ran smoothly throughout the evening. She helped create the perfect atmosphere for such an important celebration. Thank you both for making our final night and engagement meal so special. You are both a credit to Planet Hollywood Cancun, and we will always remember the kindness and care you showed us on such an important evening.

I am currently on a family vacation here as we chose to come back to this part of Mexico bc we had amazing extended family vacation last year at Dreams Playa Mujerus. What a mistake this has been. This is definitely a 2-3 star hotel. The rooms are run down - doors rotting from humidity, everything needs a paint job, cracked tiles and the list goes on. If this was priced accordingly then fine but it is priced as a 4-5 star and not even close. The groundd are nothing special, the family pool is extremely deep. I have never seen an all inclusive resort with such few pools and great depth. If you have younger kids (not toddlers, they would enjoy the splash pad, it’s about the only thing that’s good but my kids are 6,8,10 and the older two find it a little young). There is actually no family pool that a kid can swim in a shallow end they require a float or life vest unless they can tread for extended periods of time. Booking reservations = nightmare Power - has gone out three times Many people told us they requested humidifiers bc they literally have water on the walls. Pool bathrooms are ??. Dirty drink cups stacked up high. The people are trying but they are clearly understaffed. Book Dreams Playa Mujerus that resort is true 5 star and exceptional, the rooms and bathrooms are always clean. Their entertainment is classy and fun and the food is chefs kiss for all inclusive. I felt compelled to ensure I wrote this review bc if you’re going to spend your hard earned money don’t waste it here.

Had a fantastic experience especially on the adult side of the property.the beach was beautiful and dining. Starting with our star Hostess Dayani all the way to the head chef Fabiola. Will be coming back.

This resort is the best place for kids, especially the club house. They have amazing staff there. Ralph and staff made the kids so welcome. Our rooms were old and needed updating, not sure what straw I drew to get these rooms!! They were very clean though and staff very friendly. It was not worth the money I paid for it.