TripAdvisor Traveler Rating

I'm going to try to make this a simple review. The Good, The Bad, The Ugly (I am not some internet complainer, I'm a reasonable person that made an account to spread awareness) THE GOOD: Staff is friendly, please don't blame them, this is a serious management issue. Star Class pool was the only pool area that wasn't dated, rundown and too small for the size of the property. The Star Class snack bar was the best food they had that didn't take an hour to be seated for a pre made reservation followed by an hours long seating for 3 small portion dishes. The Wave rider thing seemed cool, it's $40usd for a day pass I think, honestly won't harp on that because it's an expensive piece of equipment that requires a lot of power to run. The Entertainment? It was good I guess. When I didn't miss it because my 7pm dinner ended at 10:30pm. THE BAD: The Buffet was terrible, if you've been to any other all inclusive you've had better. They also run out of stuff pretty quickly because like everything else on the property it's too small for the amount of guests. (I will add while it was terrible no one got sick from food/drink/ice on this property, just wanna be transparent). A la carte restaurants had less than ok food for a resort of this price. Don't expect to go to them though, unless you book Star Class and even then you get what little reservations they have left. Not joking, you will not get to eat in these places without Star Class as they can't even manage those reservations. On top of this it takes at least 2 hours to eat a basic meal because the hotel is so under staffed and cutting corners everywhere they can. The seating is half empty and one poor server has to clean, bus, serve a section that should be staffed by 4 people. The rooms are so gross and outdated, tap and shower water stinks of bacteria, rooms smells moldy and is humid at all times. Our ceiling was leaking water through a pot light. Our friends had exposed rusty nails sticking out of the door frame while traveling with young kids. Bars are small, have very limited "premium alcohol" for Star Class. Everything the resort sells you for Star Class is nowhere to be found after the Star Class pool closes at 5pm. This resort seems to run out of everything every day. Need a time share? They'll aggressively push you to do a "Breakfast presentation" for some coupons. We're not stupid, but saw a lot of people that looked sad and defeated at the "Breakfast presentation" because they do it in the public breakfast area for everyone to see you made a big mistake. Pool areas don't have nearly enough chairs for the amount of people that are on the property. You have to go out at 6am to get one. FUN! THE UGLY: The price, just don't do it, believe me. Even if it's on sale. The whole resort, when you add all of this up, it's just a bad resort that no one should go to until they renovate and fix management. I promise you, I am pretty easy to please and this place had no redeeming factors. In fact this will be the last Planet Hollywood, Royalton or Marriott Bonvoy I will ever stay at. Royalton Resorts used to be good across the board, not sure what happened, seems like cost cutting to me. I'm sure they will write a "we're sorry about your stay" thing. Don't fall for it, it was very apparent they do not care about the guests at all. Cost cutting is so in your face you can't even look away from it.

This was our second time going to Planet Hollywood Cancun, and our first time since Royalton took over. We were there for 2 weeks in March 2026. We had a fabulous time last year, and couldn’t wait to return. We are a family of 4 with 2 boys (14, 10). We had a great time again this year. We did notice the food selection at the buffet was not as varied as it was last year (no berries or citrus fruits while we were there, and no chicken at the lunch grill for example), but the food that was there was very good and plentiful. We stayed in the 1 bedroom Director’s Suite which is amazing for a longer stay as it is quite a bit larger than a standard Junior suite. We did not do Star Class, and we had no trouble getting dinner reservations using the app. I’m not sure why some people can’t seem to get reservations; we had no problems either visit, and it was over spring break so the resort was at capacity. Our sons were disappointed to see that the basketball hoops had been raised to a ridiculously high 12 feet, but had tons of fun playing there for hours each day regardless. I understand why they were likely raised; many players find it difficult to resist the temptation to hang off the hoops and break them. Once they got used to the extra height, they had lots of fun. And everyone was playing with the same disadvantage, so it was fair. Lol. There were some upgrades to the batting cage which were awesome. Xavier at the batting cage was absolutely amazing with our ten year old, giving him lots of advice and encouragement. If you can book a session with him in the cage, it will 100% be worth your money and time. Our son lit up every time he saw him around the resort, and Xavier would call him by name and give him a high 5 or fist bump. Marco at the breakfast and lunch buffets was a phenomenal server, remembering our drink orders each day and making sure we had everything we needed. The staff is very friendly and works so hard. The hostess at the Indian restaurant was very sweet and helpful as well. We stayed in building 30 on the 4th floor. It was a great location. Our housekeeping staff was very efficient and our room was immaculate. We loved the beach and the pools, but really wish there were more loungers at the pool. I’m not sure why they don’t remedy this situation. There is all sorts of space. Overall, we loved our time here again this year and would return happily. We would definitely recommend it to families with kids of all ages. There is so much to do.

We visited the spa and took advantage of hydrotherapy and a massage. Gaby was fantastic as was all of the staff at ph spa!

This place needs a good kick. Needs an undercover boss visit. Guest to sunbed ratio must 3 beds for every 100 guests. Not good enough.

Planet Hollywood Cancun is a vibrant, all-inclusive resort that truly delivers a star-worthy vacation experience. The resort itself is beautifully designed, with modern rooms, stunning ocean views, a wide variety of dining options that cater to all tastes and one of the standout features of the hotel is the entertainment offerings! The water park, a waves simulator, batting cage, trampoline park and arcade zone! My kids loved to spend time jumping during all day, the place is exceptionally well-maintained, with attentive staff who ensure both safety and fun for guests of all ages, Thank you Gio, Karla, Ivan and Fany! A perfect spot for families or anyone looking to stay active while enjoying their vacation. Beyond these attractions, the resort offers multiple pools, a beautiful beach, and engaging daily activities. Whether you’re traveling with family, friends, or as a couple, Planet Hollywood provides a balanced mix of relaxation and excitement. Overall, it’s a memorable destination that combines comfort, entertainment, and excellent service into one unforgettable stay.