TripAdvisor Traveler Rating

We travelled as a large group of 10 (5 adults and 5 kids ranging from 9-17) with 3 separate rooms. One room was damp, but we requested a dehumidifier and it made a world of difference. We were on the 3rd floor of building 30 and had an incredible view of the ocean from our bed. It was close to the beach and pool, so a great location. We did find making reservations difficult and would recommend they make some changes to their reservation system so that you can book farther in advance but, honestly, that is my only piece of constructive feedback. We found the staff to go above and beyond to try and make it a memorable trip. We had staff who sought out chocolate cake for members of our party at a restaurant that didn’t have it on the menu, one who ensured a fresh pot of decaf was ready on our second morning after the first morning they didn’t have any prepared and others who did worked hard to help us secure our preferred restaurants for our group of 10. Special shout outs to Obed, Daniel, Enrique, Alejandro (both of them), Oscar, Marco and Samuel for the extra care and attention throughout our stay. Highly recommend one of the private cabanas at the pool for an extra special experience. The service was top notch and it gave the kids a space to chill when they needed a break from the sun. We would absolutely return

It was our 1st time staying at Planet Hollywood Resort Cancun, as well as anytime other than June or July. The weather outside was beautiful compared to our weather that we would normally be in back at home in Chicago. Our best time was on the FlowRider experience as my twelve year old son thoroughly enjoyed every minute of it, and the instructors were extremely nice full of personality and helpful in all aspects, whether it be for the FlowRider, or different parts of the resort in the area in general. Edson was is absolutely great every time he would see us, he would very politely say "Mr..." my dad's name. Then one morning at breakfast buffet. Yeah, he was dressed up as Spider-Man. Which is my son's favorite Marvel character? So that was cool and he walked up to art. It's a table while we was eating. He'll explain to us about the night's activities and he started the conversation by. "Mr. .." my dad's name and then said, my son's name and we're looking at each other. Like, how do you know our name? 'cause we couldn't see who he was, and it was him, so that was icing on the cake for my son...Joaquin was the other instructor we dealt with the most and he was just as personable. While we didn't have much time with the 3rd instructor "X' he was entertaining also. These 3 men are a great aspect of your resort and um, we believe that their personalities shine through and keep your customers or clients interested and can generate much business for the resort. Out of 10 stars, we would give this part an 11 stars cause there's nothing negative we could say about these three instructors or the services they provided. Now they're are some news negatives that we did see with our stay. There are some aspects as far as it's maintaining items in the room. As far as lights being out also for the main bathroom door getting stuck not once but twice. Although I must say, whenever we did bring it to their attention, they did fix it rather quickly they should possibly think of another door idea. Also, even though the weather is gorgeous outside, we would think that one of the pools would have some kind of heating to it which it unfortunately they didn't. Must say another negative is unless you want buffet at night there is the only option of reservations at one of the restaurants and we had issues with making reservations as they only only reservations to be placed after midnight for that day and the following day only..This limits peoples food options. While the cost of the stay is less than the other resorts we normally stay at there is many "pay to get or do' items here where i think that they should revise this a little bit. To balance it out a little bit better. In closing on a positive note, I must say, set the beach in water here at this resort is absolutely phenomenal. Compared to the other resorts, we usually stay at as usually we can't even get in the water because it is so dirty,littered , and over-powered with seaweed however, here it was absolutely gorgeous, and every morning I would go down to the beach and walk in the sand in the ocean and watch the sunrise.

This is a great AI resort, with a party atmosphere. Would be fun for a girls trip, honeymoon, or for young couples travelling with a friend group. We stayed in the Adult Scene Star Class building (11), which was close to the Adult pool. Our room was large, and had a great view of the resort and ocean. Adult pool is nice, with water aerobics in the morning, and fun activities throughout the day. There is music blasting from about 10am-4pm, and a swim up bar, and little tables in the pool. The Star Class pool has a grill - only available to Star Class guests. Great for midday lunch/snacks. We only sat at the Star Class pool one day. It was too chaotic, with kids jumping in and out of the 'hot tub' with drinks in their hands. Food was meh. Breakfast at Braza (adult side) was always good, and Shores (Star Class only) had a nice buffet. Sunset Strip, Teppanyaki and Braza were our favourites. Gusto was okay, but slow service. Cucina was okay but terrible service. Sutra was terrible. The restaurants are severely understaffed. The resort itself is very clean and well manicured. The beach is beautiful, with constant drink service. I wish they had a quiet pool - every pool has loud music blasting all day. This is not a resort for people looking for a calm serene experience.

Our stay at this hotel started off a bit bumpy, but thanks to the incredible service we received, we ended up having a wonderful time. We arrived late, around midnight, and the check-in process was slower than expected, leaving us tired and eager to get to our rooms. Unfortunately, finding food late at night was a challenge, as most options were unavailable or closed, which left us feeling a bit disappointed. Additionally, when we got to our rooms, some of us noticed a musty odor that made the space feel less than inviting. But that’s where the story takes a positive turn. The following morning, we reached out to the front desk, and that's when we met Oliver. Oliver was an absolute hero. He immediately took charge, relocating a few of us to fresh, well-ventilated rooms, which made a world of difference. He also went above and beyond to help with our restaurant reservations, which had been difficult to manage for a larger group. Thanks to him, we not only secured reservations for the week but also had peace of mind knowing that everything was taken care of. He made a point to check in with us regularly, ensuring that we were comfortable and having a great experience. While our initial experience was less than ideal, Oliver’s exceptional care and dedication turned everything around. His service made a significant impact, and it’s because of him that we were able to truly enjoy our stay. That said, I do think the hotel could benefit from improving the app and system for booking restaurants, especially for larger groups. It was a bit cumbersome, and I’d suggest more proactive assistance in this area to make things easier for guests. In the end, what started as a rocky arrival turned into a memorable and enjoyable stay. The hotel itself was lovely, and with Oliver’s help, we left with nothing but great memories. We’re grateful for his outstanding service and hope others get to experience the same level of care during their stay.

Really good hotel. Great breakfasts, good pools, best gym in resort I have found. Thanks so much to Benn for all the help working out and awesome boxing chat in Pump. Also thanks to Brandon from the So Cal buffet. Recommend the hotel for families with children as has a brilliant beach and lots to do at the kids club.