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 4 reviews):

    Service

    Service-1

    4 most recent TripAdvisor reviews:

    Not even open as promised

    Reviewed by Alicia M() on Mar 11, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    My family and I were scheduled to visit May 16 for a few days. We booked a package through Cheap Caribbean (CC). My husband started to look around on Planet Hollywood’s Site only to find out they will not be opening until June. CC offered us only one resort option which sucked. We had no option to just select a later date to go. We could get a refund BUT......minus all the penalties for flight and CC totaling over 800.00. What a lost - so we found another resort that we did an exchange for through CC. We got no perks or benefit to compensate for all of our inconveniences whatsoever. In order to get a free visit to planet Hollywood we had to select the one resort option initially offered (bad reviews, rooms were not aesthetically pleasing) I was sooooooo looking forward the the new resort w/ swim up suite.... Total disappointment.

    delade opening

    Reviewed by Terence C(Walsall, United Kingdom) on Mar 02, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    TUI confirmed to me this morning that PH Cancun will not be opening untill later in the year, possibly Semptember, they offered me 5 alternative hotels or a complete refund without any charges, i chose the later.

    Excellent place

    Reviewed by gbaxter2027(Tallmadge, Ohio) on Feb 25, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Excited to go. Everything that you want and need. Plenty of restaurants. Plenty to see and enjoy. Paradise at it's finest. If it was delayed, I am sure that they had their reasons. This is a huge resort.

    Delayed Opening- Terrible Communication/No Response

    Reviewed by grimesmm(Wayne, Pennsylvania) on Feb 18, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    DON"T BOOK ANYTIME SOON!!! Booked back in May 2019 for April 4th 2020 /Kids Easter Break. Site said opening was Early March 2020 at the time and was taking reservations. Have been contacting the hotel via email (as advised by 800#) multiple times starting two months ago when the opening date suddenly changed to Spring 2020 from Early March 2020 on their website. Finally got through the direct cancun phone# today and they were not apologetic at all when telling me the resort will not be open.They claimed I should have been contacted with options to go to other sister resorts, still nothing. Very disappointed a company this size is handling the delayed opening so poorly and has ruined ours and I am sure others vacations by not notifying well in advance. Overall terrible sensitivity or concern for customer service.

    Individual ratings:

    Service

    Service-1