Planet Hollywood Beach Resort Cancun

5.0 star rating

Exceptional accommodation with superior facilities and services.

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    What to expect (based on 305 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-4

    Rooms

    Rooms-4.5

    Service

    Service-4.5

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    First time with my friend Franklin

    Reviewed by W444AEnicholasl() on May 04, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Wonderful experience with Franklin with a game in spanish but i couldn't win so good he's a great host and I hope the next time we come i get to see him again. Great experience great food service ????.

    Not perfect, but you won't be disappointed

    Reviewed by Mea37(Provo, Utah) on May 04, 2021

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    I have stayed at multiple properties in Cancun, Playa Del Carmen, and Cabo so this review doesn't come without some perspective. My wife and I came down for 4 nights to celebrate our anniversary. It was a last minute trip and we had a great time. The resort is new and that has it's pro's and con's. Here are my thoughts on what we liked and what we disliked. What we liked: The food was good. The buffets were impressive and one thing we loved was the number of cooking stations. For instance, for breakfast, they had at least 6 omelette stations going which was great. They had a lot of options and the food was pretty good. The sit down restaurants were also good. The Italian restaurant was our favorite and they serve artisan pizza from a wood-fire oven. The pizzas were excellent. The service was really good. They have a lot employees and they do a good job to keep their guests taken care of. At the pool, I counted half a dozen employees running drinks around to the guests. This was impressive when compared to other resorts we've stayed at where the service just isn't as prompt. Our hotel room was really good. It's technologically advanced with LCD panels on the wall and touch button lights in the bathroom, etc. The only issue with this is that there isn't much documentation on how to use everything and so it takes a little bit of effort to figure things out. The beds are really comfortable and the bedding is soft. The grounds were great with a beautiful water park for kids, a long lazy river with a blue lagoon bar along the way where you can float into the bar and grab a drink while going around the river. It was great. They have wonderful cabana rental options for those that want a bit more privacy, we rented them for 2 days and they were awesome. They also have other cabanas that are available for first come, first serve. What we disliked: It's clear that this is new resort and they are working out the kinks. One building is still under construction and there are a lot of finish work around the complex that still needs to be addressed. It feels like they rushed to get finished during covid, and after spending a lot of money in the worst pandemic we've had in 100 years. I expect that once the last building is completed, they will go back and address some of the finish work that needs to be addressed. For instance, we stayed in building 24 and as we walked down the stairs, there were some dirty glasses and a wind bottle that was in the corner on the first floor. Those glasses and trash stayed there for 2 nights. When we checked out, the garbage was still there. That seems a little silly since the rooms were cleaned daily, so if one of the maids would have walked into the stairwell, they would have seen the garbage and cleaned it up. These types of issues aren't a huge deal, but it helps make the experience better. The internet wasn't great. I was a bit frustrated as it would take me several attempts to login and then once I was logged in, the speed wasn't good. I actually had several key work e-mails that I sent out and for some reason, they didn't send and got stuck in my outbox, likely due to the poor internet as I had been connected while I was working. I didn't realize they hadn't been sent and so when I connected at the airport, all the e-mails were sent, but they were now 4 days late. It was pretty frustrating. We stayed on the family side of the complex and the pools were great. Unfortunately, the adult side was really loud and you could hear their music and their competitions all the way over on the family side. I know that it was good advertising for those that want more of an adult vibe, but for everyone else, it was annoying. Other things to consider: The drive out to the resort is along a very bumpy road and you are secluded at this property. My wife and I had no plans to do anything but stay at the property the entire time so it was great for us. For anyone looking to go to clubs or to do a lot of excursions, just know that you are further away from those activities staying here.

    Individual ratings:

    Location

    Location-5

    Service

    Service-4

    Stole my money from the safe box, very unsafe, Be very careful if you decide to stay there!

    Reviewed by 638helian() on May 02, 2021

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    This hotel deserves a 0 star. its very unsafe. I stayed in this hotel for 4 nights with my friend. The night before the check out, I noticed that my password does not work for the safebox anymore and it was giving me errors. I called the guest service and someone came to fix the issue. Right in the morning before I check out, I noticed that someone stole all my cashes (that was much more than the money that I paid for my entire trip) from the safe box as well as my friend's air-pod and her cashes from her valet. We reported it to the guest service and concierge. I asked them to pull out the footage and check the cameras but they said they cant. I ask them call the manager to come. However they couldn't find her. They just gave me her email and contact info and asked me to email her. unfortunately, we didn't have enough time to stay there and find her to talk to because the shuttle was waiting for us to take us to the airport. They promised to do the follow up about this concern. They took all our contact info and they said that they will contact us soon. No calls, No contacts, No emails, No follow ups, Nothing happened! I called them from US for multiple times and left messages for the managers. Still no contact from them. Avoid this hotel at all costs. They stole my money and they even didn't apologize for my terrible experience at that hotel. They make you feel weak because you cant do anything to get your money back once you leave the hotel to your country. The worst customer service I ever seen in my whole life!

    Individual ratings:

    Rooms

    Rooms-1

    Service

    Service-1

    Star Class is a Must!

    Reviewed by jsjsproperties() on May 02, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Our visit started with a room glitch (they over booked the Star Class Directors Swim Out Suite.) However, we were compensated with two Junior suites instead (one swim out.) We were also introduced to our concierge for the trip Humberto! He immediately made all our dinner reservations, had drinks sent to our room and literally handled any issues during our stay. If you do Star Class make sure you ask to meet your concierge in person. It makes all the difference. Ofcourse we tipped accordingly for the amazing service and we got what we paid for. The star class pool had great food and excellent service. The adult pool was so much fun! Wish I found that pool on day one?? The beach was beautiful, but breezy. The food was very good for an all inclusive. The steakhouse & Italian restaurant won my vote for best meals. Everyone who worked at PH was lovely. Rooms were beautiful.

    Shining staff

    Reviewed by sarahdI3839YP(East Prairie, Missouri) on May 02, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We stayed in junior suite star class. Luis was the personal assistant who did a wonderful job and was always attentive. Even to the point of his day off he was willing to work. Alejandro Gonzalez ?? was our waiter in the star class cabana. He worked his BUTT off! My cup was never empty and he remembered my “mixture” the next day. Super great guy and amazing worker. The third favorite was the towel girl in star class pool. Estephania... she was the nicest lady ever. Excellent English and a very sweet lady. Hard worker and went above and beyond for anything we needed. Best bartender was Jose in the star class pool. He made the best margaritas. Then food wise was EAST... Ricardo made sure my food allergies was covered and I never once felt insecure. We went twice cause I felt so safe there. Our first cook had tattoos all over and I wish I could remember his name because he was AMAZING! The second time was a guy being trained. He did great also. His name was Baker? Our housekeeper was Tania and she did a great job also. Make sure to tip these employees. Tourism has took a hard hit to them financially.??