TripAdvisor Traveler Rating

The food was average. The best restaurant was Gustos Italian. The drinks were very watered down at all the bars. Unless you gave a bartender a good tip. Good drinks from bartender Chris and Alexis at the Star class pool Overall it was clean. The room was nice. Pillows and beds were uncomfortable. Beach was nice. If the wind was low it was nice to stand in. Not much seaweed this time of year and they did a good job keeping it mostly clean. This is the area of Cancun to go to if you want to be in the ocean. We were on the Rivera Maya side last year and the seaweed was so bad and smelled you couldn’t be at the beach. They did not have much kids entertainment at all. The entertainment was at 9pm each night and was too late for the young kids. Resort is more geared to teenagers and adults than kids 2-12. The one water slide park for the kids (pirate ship and splash park) closed after 2 days on Monday May 4th and was closed the rest of the week. It will be closed for 1 month for its yearly repairs. So be aware if you are thinking of taking little kids here over the next 4 weeks. The lazy River was nice fun and cool refreshing water. The daily pool entertainment was for teenagers and above and not geared for younger kids. Burgers were average and only 4 choices. The to go pizza for lunch at Gustos took about 45 minutes so plan ahead if you have hungry kids. Food trucks ran out of food before their said closing time. One good truck is hot dogs the other food truck is tacos. Not enough kids menu food options for the littles at the restaurants. No baby changing stations in the restrooms. Extra cost for trampolines, paint splash rooms, fast cars, arcade, flow rider etc. we did the Star upgrade which had some nice perks. Our butler Trinidad helped us with dinner reservations and changes to times which was a great bonus to have. Nice smaller pool was less crowded than the regular big pool. The $500 credit they advertised with our booking wasn’t much. It was actually a coupon book to be used around the resort for $25-$50 off various things. The movie theater was nice and could be used on a rainy day but we didn’t use it as we were at the pool and beach all day everyday. Lots of nice shops if your into shopping.

I wish I could give negative stars. This place is disguising and dangerous. The management tried to extort hundreds of dollars from me or they threatened to call the police on my children. The food is awful service even worse. I cannot emphasize enough how awful it is, we saw feces in the pool and on the beach. I could go on and on. Go ANYWHERE ELSE!

During our one-week stay at Planet Hollywood, the facilities were modern, comfortable, and well maintained, which matched the descriptions. However, the service quality did not. All bars only served house liquor unless we specifically requested premium options. At the buffets, staffing was noticeably insufficient—used plates accumulated, and we had to ask for basic items repeatedly. For a stay costing $2,500 to $3,000, we expected a much higher level of service. We also experienced a serious issue with our airport transportation. We were told the shuttle would arrive between 1:20–1:30 pm for our 5 pm flight. We were waiting in the lobby at 1:10 pm, but the bus actually arrived at 1 pm and left without us. No one from the hotel or the transportation team notified us, looked for us, or offered any assistance. We received no help in arranging alternatives such as a taxi or Uber, and we ultimately had to coordinate our own Uber at an additional cost. In summary, while the hotel infrastructure was as advertised, the booking support, transportation coordination, service quality, and overall value fell short. These issues made the experience far less smooth and enjoyable than expected.

The yoga class with Ruber on Wednesday morning on the rooftop of the Italian Restaurant was amazing. I very much enjoyed having the class outdoors with the 2 individuals playing live instruments. It made for a very special yoga class and was the best thing I experienced at the resort. I wish they had it more than one day a week!

Planet Hollywood is a fantastic Hotel based in Cancun Mexico. We spent seven nights in a beautifully furnished swim up room. The food was good but even better in Three restaurants we visited during our stay. We were served by three butlers Bryan, Robert & Fernando, who was a great help & looked after us very well. Planet Hollywood is a big hotel with a family area and an adults area.. it is kept very clean & tidy by the great staff they have D.C.