TripAdvisor Traveler Rating

We had a great family spring break vacation at Planet Hollywood. All the staff, - especially our concierge Andres, Freddie and Fiorella at the Buffet, Jorge at the Fitness Center, and everyone in the Star Class pool and the Kids Club were amazingly friendly, caring and helpful. The room was clean and comfortable. Despite a busy spring break season we did not hear much noise from our neighbors. The food was all delicious. We got to see quite a few animals on the premises (white faced monkeys, lizards, birds, agouti, coati etc). One small item that we wish they could address is a special waiver to allow kids under 16 y o to use the gym with parent supervision. Our daughter is a serious figure skater and was requested by her coach to train on vacation, but was not allowed to use the gym. I understand the reason and the general risk, but perhaps instituting a special waiver for kids who are serious athletes might be good in the future. Also, unless you’re set in a specific tour offered through PH, wait to book your tour until you get here. You might discover there is more variety to choose from. We ended up canceling one of our excursions because another option checked more of our boxes.

Fiorella and Freddy are amazing they sang to my son for his 14th birthday

The location was secluded, yet beautiful in a tropical atmosphere that was elegant with movie themes with some party vibes while visiting the pool areas. My star class suite was just ok but could use some updating the letters were missing from the quote on the wall. The roofs of the buildings are patched up and looks bad!!! If I had to do it all over again, which I personally wouldn’t, I would just get a regular room. I was not impressed with the star class treatment, (no real perks given) or butler service, although my personal assistant Daniel, did his best to correct some wrongs to ensure that I was happy, I truly appreciate his service. My family including myself were treated unfairly by some racist staff members working the bar areas in the main lobby and at the pool they would not serve us until management was notified and for this reason alone I would never go back and spend my money somewhere I’m not wanted, acknowledged or treated fairly. I was there to celebrate my 55 birthday and the first day of arrival pretty much set the tone of what was to follow. My family and I were not met with the purple drinks when we arrived, like I witnessed of other groups. Also, the day I arrived the male bartender never acknowledged me and it was the eve of my birthday. This experience made me feel horrible and I wanted to leave. I paid for private dinning and was promised things I didn’t get. The food at the private dinning wasn’t great and we had to serve ourselves. After placing a complaint they did a redo of my birthday dinner on my last night there but we were all tired, it did not feel the same, the thrill was gone. My family of eleven made the best of our stay but will never return or recommend to any friends or family.

Yeraly is one of the friendliest employees at the hotel, attentive to detail, and is undoubtedly a great asset to everyone who goes on vacation to this hotel. Thank you for the hospitality.

We had a beautiful time ,a big shout out to our butler Justin he made the trip . Must not forget Adan at the Tex Mex he was the best waiter made every morning amazing!! Big shout to all the cart drivers you were the best !!