Planet Hollywood Cancun, an Autograph Collection All-Inclusive Resort reviews

TripAdvisor Traveler Rating

4.5 Excellent

  • Cleanliness 4.0
  • Location 4.0
  • Rooms 4.0
  • Service 4.0
  • Value 4.0

3795 TripAdvisor reviews

TripAdvisor users rated this property 4 out of 5

Girls Trip

Laura S (Toronto, Canada) on Feb 04, 2023

Spent 10 fun filled days with my friends at Planet Hollywood Cancun Adult Scene. We had a great time. Enjoyed all the resort had to offer including the Fast and Furious ride, Hookah night, the lazy river and the foam pool party. The food was good although the system of booking dinners needs to be eliminated or at the least have separate lines for those with and without reservations. The reason for this review is to acknowledge the outstanding and wonderful service received from the staff. Special shout-out to Manuel and Erik at Braza and Catch. This property is truly lucky to have such hard-working gentleman while always having a smile on your faces! Manuel always remembered our breakfast orders which was amazing. Also thank you to Arturo as well as Gabriella who worked as a guest service by the pool. She could never do enough for us! Please acknowledge these wonderful people for their service. It made our stay all the more special!

TripAdvisor users rated this property 5 out of 5

Planet Hollywood vacations

jeneero on Feb 04, 2023

All is perfect, Ana and Ivan, Ronaldo and Paola from the entertainment team their was very cool friends and they give us a lot of information for the resort we love that, its wonderful experience been in the resort

TripAdvisor users rated this property 2 out of 5

Poor value for money, everything at extra costs

mnasalevich on Feb 04, 2023

The good aspects were the location of the hotel, the food quality, the spacious room, the flights and the transfers were uneventful, some of the performances at the hotel were also very impressive, the waiters and cleaners were very friendly. The most annoying part about our experience has been the issue with booking a table at any hotel restaurant. The package supposedly included those restaurants but in practice the only option to dine was at the buffet because any other choice would always imply 1-2 hours of waiting. But the worst part of it was that the people who paid extra to obtain a so-called 'star-class' status had their own buttler who could reserve a table for them. While buttlers book tables the corresponding star-class members tend to be late or don't show up and those tables stand emply. So in fact all the other guests had to wait until all the star-class members finish their dinner before they could it. Often it meant missing the evening show. This information has been hidden from the general hotel population and it got leaked accidentally by one of the staff members. Such discrimination has spoiled our impression of the whole holiday, this isn't something we're used to. The guest service staff are more concerned with following the reservation rules than with the actual customer experience. We had to beg to make a reservation for my birthday in order to avoid a 2h waiting at least on that day. Moreover, when one of the staff members directed us to the guest services to attempt to make a reservation, the guest service employees forced us to point to this employee in order to sanction him for such 'wrong information'. Later it turned out to be the truth, the guest services could make a reservation but only to the people of the right status.

TripAdvisor users rated this property 1 out of 5

CREDIT CARD FRAUDED, OVER RATED HOTEL!!!!!!

Rachoji (Montreal, Canada) on Feb 03, 2023

We stayed at this hotel from January 26th, 2023 - February 2nd, 2023. In gerenal the hotel is clean and the staff is friendly. But be carefull, we had our credit card frauded for more than 3,400$ at the front desk during the check in process and we only found out once we got back home. The hotel is not as kid's friendly as advertised, the shows for kids and adults are poor. Also, you will find other guests smoking cigarettes, vaping, or even smoking shisha right next to young kids, also while you are having breakfast, diner, etc., people simply smoke anywhere regardless who's around. There aren't any life vests for kids nor a lifeguard. Also, the water in the pools and lazy river is simply cold, so it is not as fun as it looks. The food at the buffet is just OK, the "à la carte" restaurants are useless, the service is slow and the food is not worth the waiting. The Star class is not worth the extra money spent. After 3 days at this hotel, you had enough. The Hotel is far from Cancun, 50-60$ for a taxi to go to Cancun. So if you don't book yourself an activity out of the resort such as a Catamaran or Xcaret parc, etc., it is boring......very boring. After all, we must say that we met some good waiters (Abraham, Samuel, Leobardo) and good waitresses (all the girls at the the Coffee spot "Fuel") very kind and helpful. But this fraud problem at the front desk really destroyed the little good we had to say about the Hotel. JUST GO SOMEWHERE ELSE, there are plenty of other nice hotels in the Riviera Maya for the same price or even cheaper.

TripAdvisor users rated this property 5 out of 5

Good food, clean resort

George F on Feb 03, 2023

The resort was very clean. The staff was great. Special shout out to Marriott leader, Alejandro, who helped me with navigating the restaurant options. Very pleasurable. It’s always good to see the staff enjoying themselves while performing their work.

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