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

TripAdvisor Traveler Rating

4.5 Excellent

  • Cleanliness 4.5
  • Location 4.5
  • Rooms 4.0
  • Service 4.0
  • Value 4.0

5816 TripAdvisor reviews

TripAdvisor users rated this property 5 out of 5

Great experience, excellent service

Teneika G on May 18, 2024

The property is well-maintained, and the hotel rooms are clean and well-kept. My butlers, Javi and Ricky, offered outstanding service, checking on me throughout the day to ensure all my needs were met. I would definitely stay here again in the future.

TripAdvisor users rated this property 3 out of 5

It was ok…

Stephanie K (Las Vegas, Nevada) on May 17, 2024

We enjoyed our vacation. Unfortunately, the resort was less than great. The food was mediocre at best, every dinner required a reservation and had a dress code that would not indicate you were at the beach and room service was a minimum of 90 minutes. In our past experiences with all inclusive resorts, there has been food available at multiple places most hours. Here, we heard “we are not open” more times than I can count. There were many things that were “extra” that seemed like they should not be (trampoline park and batting cages that sat empty all week). The gift shop was insanely priced (we paid $30 for sunscreen and $28 for aloe lotion). We did appreciate great service in most places (Francisco at the pool and Melissa at The Shores were great)! We liked the wristband/room key for convenience. The entertainment at night was pretty good. The team did a good job of trying to get people engaged. The movie theater was a great perk! Lastly, I will say that they did a great job with the drinks! They were not light! In closing, I will say that we enjoyed our vacation because we chose to make the best of an ok resort. With names like Marriott and Planet Hollywood, we expected better.

TripAdvisor users rated this property 5 out of 5

Planet Hollywood is Second home

Scenic54996820057 on May 17, 2024

Then name of hotel itself concludes the luxury and comfort. Even though it's been an abundant time there. Special thanks to Gauransh who manages the front desk and other staff members Dinesh/ Kadambri/ Pratiksha/Mayuri /Aman have been always so kind and hospitable. They really took care of all the needs in real time. A big thanks to them for their hospitality.

TripAdvisor users rated this property 2 out of 5

Make Another Selection

Annette1320 (Baltimore) on May 17, 2024

Planet Hollywood welcomed about 70 of our family and friends with claps and a signature drink. The first red flag was a request to pay an additional $200 at check in for possible amenities but this was not asked of the other guest in our party. Secondly, there are no exclusive Ocean View Rooms. All the rooms that claim to be Ocean View shows the family area, pool, play area and lagoon then a view of the ocean behind that. The website shows bottle liquor in the room. That's not true, you must purchase a bottle for the room. All of the juices and alcohol are watered down The coffee was HORRIBLE!! Even in FUEL the properties Coffee Shop/Cafe. If you stay on the Family side you receive a Purple Wrist Band which puts you in the lowest tier. Which means the cheapest/watered down liquor at an All Inclusive Resort that limits your amenities. No air conditioning in the elevator, no breakfast in the Shore Restaurant attached to building 31 (the building I stayed in). You can only have lunch there. Breakfast is for Tier 2 White bracelets the Adult Suites, Then there is Gold Star Guest, they come with butler service and food exclusively on the 1st floor of the building, air conditioned elevators and top shelf liquor. I say all this to advise of what to expect because had we known that we'd be on the bottom of the barrel. We would have chosen differently to assure we received better service. Upon entering your room they give instruction on how to navigate the room using the electronic panel by the bed and to make request via the app. For three days straight we couldn't turn off the air to utilize the ceiling fan. Literally freezing, the air coming on every 5 minutes. They finally turned it off the night before we were due checkout. We ordered room service on Day 2 the eggs were scorched, the bacon burnt and the bananas in the Oatmeal tasted sour. Needless to say, we walked over to breakfast. The food was mediocre to say the least. However, we attended a Beach Party and Vow Renewal and the food was amazing. So my guess is they have the capacity to do better just choose not to. There is no cart service to take you to the Main Building you must walk everywhere on the property. There is NO Entertainment!!!!!!!! The entire resort is quiet by 9pm every night. The Late Night Sports Bar is the only place that serves latenight food. The waitress was horrible, the bartender didn't want to be bothered. Poor selection of alcohol and once again we were advised Hennessy was only for show. There is a dress code for the Sunset Steakhouse. So men make sure you pack a casual or dress shoe or you won't be able to have dinner at this All Inclusive Restaurant. Transportation to and from the Airport was free as part of the Promo on the website. We were successfully taken to the resort with no issue. On Day 2 I provided my flight info for the second time in person at the Nexus desk at the main lobby. The day before we left my husband and I still wasn't on the list. We literally had to argue for another Rep to intercede and straighten out the mess. Planet Hollywood was by far the worst resort we've ever experienced. I could still go on with complaints about the poor service. We were advised that the resort was actually great about 2 yrs ago but the service has declined within the last 2 yrs. I wish we were able to experience them at their best because the worst had left a lasting impression and we won't be returning.

TripAdvisor users rated this property 5 out of 5

Great experience

lesly E on May 16, 2024

Overall such a great experience, from the foam party to the service, love it. Will be coming back if possible, but loved the staffs interaction and support. Felt welcome here. I’m hoping I get all the names correct because I suck with remembering names but Cesar, hector, victor, paulino ,Alejandra and I hope I got his name right Adrian also known as sexy sexy and so many more, made this trip a great experience. And also I would like to give a thank you to Susie and mafer for being such a great help, making sure we were good at all times. The food was also great, and drinks as well. Such a great resort for friends and family, getting to meet so many new people. I would also like to give a big thank you to the maids for cleaning the rooms everyday and making sure everything was refilled. Loved everything.

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