TripAdvisor Traveler Rating

If you like your room clean after a day at the beach or pool you will be very disappointed. Two days in a row we have arrived to our room and it has not been cleaned. First day they arrived promptly and cleaned the room. 2nd day we call and they say we have to wait until 10 at night to have it clean. We are here with no clean towels to even take a shower. So disappointed that the simplest thing and Planet Hollywood can’t even do that.

What a lovely hotel and lovely staff angela from reception is amazing and deserves alot of credit for the help she provides she goes above and beyond to help you also Victor from the pool and Victor from the Indian restraint the 3 ladies on the all you can eat buffet are amazing and the lady on the front desk of the Italian restraunt also top marks to myhara the cleaning lady

My family and I spent seven nights at the Planet Hollywood Cancun Resort in August for end of summer vacation and had a wonderful time. This was our first visit to Mexico and the Caribbean area, and we were delighted with this resort. We booked and stayed in a Director’s Suite, which had plenty of room, a great layout and fantastic view of the resort and ocean. Our days usually consisted of waking up, enjoying a fantastic breakfast buffet at both the So Cal Gourmet Emporium and the Shores Beach Club (open for Star Class and elite Bonvoy members only). We then went and enjoyed the main swimming pool, lazy river and beach for the remainder of the day. There are bars-a-plenty strategically stationed throughout the resort and the drinks were flowing! Our favorite bar was the one at the large pool. Bartenders Axel and Gustavo were our favorites and they made us feel welcome and special. Helpful tip: ask Axel for his special shot-of-the-day! ?? We enjoyed the food at the restaurants, particularly the buffet that offered plenty of options. Some days seemed better than others, but for the most part, the food was great. After dinner we enjoyed the shows at the main stage, particularly the tribute to Mexico. As an elite Marriott Bonvoy member, the resort (especially Sandra and Alejandro) made my family and I feel extra special. We were invited and attended a delightful surf and turf dinner for elite Bonvoy members that was held at the Shores Beach Club. It was a great party that included live entertainment, excellent food and service. Thanks again Sandra and Alejandro! I highly recommend this resort. The staff and recreational options make this a fantastic place for singles, couples and families!

Well we're here halfway through the holiday from hell. Unless you're star class you're treated as second class. Everything is geared for star class. So far we've been here five nights and still yet to get into one of the restaurants they even the buffet was closed last night in favour of a festival meal for star class so ended up eating 12 dollar crisps in the room.

We visited PH in April - 4 adults, 2 kids and my baby twins 5 months. Having arrived after a long journey check in was quick and easy, lots of check in desks and receptionists. Our room didn’t have cots in when we arrived but we told someone and they were brought up super quick. We stayed in in 5527. Our room had a fab view, and enough away so not too noisy but not too much of a trek. Top tip - pay the little extra online before arriving to book your room. The pools were great, plentiful, clean and fab splash park for the kids. We never had an issue getting a sun bed, although better positioned ones are reserved early on. We found the food to be outstanding! Especially the Italian - the steak there was better than the steak restaurant! Our least favourite was the Mexican. Slow service but it was busy. No major headaches getting a table - we went around 6ish. As we had our babies we never got to see the shows but told they were good! Entertainment crew in the day were always so lovely and not too pushy. Drinks were good! Standard house white & red was nice. If you’re up early enough go and watch the sunrise on the beach, it’s stunning and not to be missed. Then head for a coffee at the coffee shop after - we loved it there! Great coffee, service and treats! Unfortunately I got severely ill whilst staying at the resort but the 2 in house lady DRs I saw were amazing! They supported me and helped me so much - I can’t thank them enough. My family and I ended up having to stay an extra week due to me having an operation and the reception team ensured we could stay in our room and everyone was so helpful. Staff were top notch here - never without a smile, always happy to help. The only issue we found was that the wristband keys sometimes didn’t work and we had to keep going back to reception to get it working again. I like the idea of them but we find key cards better so we can always pop to our friends room if they need something etc etc. Don’t stay here if you want to go on excursions etc as it’s the other side of cancun. But we stayed for 3 weeks and didn’t want to leave haha! Can’t wait to come back!