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

TripAdvisor Traveler Rating

4.5 Excellent

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

5784 TripAdvisor reviews

TripAdvisor users rated this property 3 out of 5

Good, not worth the money we paid!

Kelvin L on May 11, 2024

Overall the hotel itself is lovely, and majority of the staff are very welcoming. That being said, being from the UK we definitely felt it catered more towards and was more welcoming to the American holiday makers. Food was OK, although booking restaurants is a nightmare, unless you wanna stay up past midnight to try and get a reservation booked before others can. Then up early, very early if you want to grab a bed by the pool. Definitely need more (a lot more) sunbeds around the pools. Also, any slight breeze , and I mean the slightest breeze and the parasols have to be put down so keeping out of the sun in mid 30 degree is impossible. Not great for anyone, especially kids. Also, for an “all inclusive” hotel it seemed strange when we were told to move from one section of the beach as we didn’t have the right colour wristband on, this is something we were not told by the hotel or the even TUI on booking that there was an option of upgrading to star class. Not that it should really matter, it’s supposedly an all inclusive hotel, and it’s the beach right outside the hotel. Also, seems to be a lot of hidden charges on everything there. Whether that’s activities for the kids around the hotel or on the excursions we booked , seems to be a lot of hidden taxes added on to day trips or the hotel itself that again TUI never warned us about when booking. All in all a nice hotel, but for the money we worked hard for for years to save up for this trip, I really don’t think it was worth it. Shame really as it could be an amazing place

TripAdvisor users rated this property 3 out of 5

Butler Trinidad was great and happy to help.

Anwar M (Okemos, Michigan) on May 11, 2024

The resort is beautiful. My first trip to PH. We had a group of 67 family members. Half the staff seem to love the job and the other half seemed miserable. Food was not great. They sold us on an excursion and we loved it accept they charged us for 3 extra people.

TripAdvisor users rated this property 2 out of 5

Excellent Staff, Horrible Food

Adrienne F on May 10, 2024

Stayed in an Adult Star Class room. The room was nice. Sheets, towels, and furniture were all clean upon arrival. Unlike others in our party, my roommate and I did not have any issues with brown water or not having hot water. Condido, our butler was amazing. He responded timely and even surprised me with balloons, cake and champagne for my birthday. Restaurants/Food: Some of the worst food I've ever had. I think the jerk chicken wings at the sports bar were probably the best item I ate. If you are a foodie, stay far far away. Pool/Beach: Spent all of our time at the Adult Only Star Class pool. Francisco, our waiter at the pool was excellent. I do wish the higher end liquor was available at the pool and not just in the Adult Only Star Class lounge. Spa: The spa was amazing. I had a 50 minute massage and hydro experience prior to the massage. My masseuse Jazmyn did wonders working away the stress of the trip. The people are what make this resort 2 stars instead of one. Their attention to detail and service were 10/10. With that said, the majority of our party returned home with diarrhea positive for e. coli.

TripAdvisor users rated this property 4 out of 5

Overall great service, adults family of 5, mobility impairment & Star class

Renee M on May 10, 2024

Stayed in 5 Star with swim in feature. Our "butlers" were good (1 better) but on our 1st night we didn't get greeted by anyone as they were off. However, my folks, who we had requested be in the same building, were in the next building over. My mom is mobility impaired so this did present a small challenge. They did get greeted by one of their butlers and he also helped us. He was amazing & this set the tone for the rest of the week. If you are mobility impaired this is a big resort. Bring what you need (cane, walking sticks, wheel chair etc). It's very easily laid out just some restaurants are a short distance. Food was just ok. Our favorite was the Brazilian restaurant. It's in the adults area so no kids. Food was good. Everywhere else, Medicare. If they suggest you do a Mexican Fiesta with show, go to the Mexican restaurant instead (although we never got a chance to eat there). The thank you to 5 star guests dinner on the beach was good but hardly anyone was there. We were also told a manager would come around and ask about our stay. No one did. The steak house, was meh. We ordered bottles of wine with each dinner off their list. Have back up ideas as they don't always have what you want. Also, as Star Class you get coupons, use them. We did rent a cabana on our last day. It is expensive but don't forget the Star Class coupons. This started out great & we got #13 which gave us a beach view. However, our private server left us around 2/3pm. We never saw him again. We were told he'd look after us and do last call at 5:30, but we eventually left & got drink at the bar once cleaned up. The nightly entertainment was my only real complaint. It was lacking in all sorts of ways. Every day they tried to put something out but some was just bad. They did do a good job engaging the kids. We didn't have kids. If you're adults, find the nightclub. That was a good night. Also, the pool foam party was so fun! Everyone took service high with 1 or 2 few exceptions. We ate too much, drank too much & use many of the amenities. Keep in mind, this resort is no where near any stores, shops, centers. What they have at the resort is about triple the cost back home. I'm Canadian. I bought sunscreen for $14CAD before leaving Canada. I priced out another and for the exact same thing it was $35 USD! Overall happy with our stay.

TripAdvisor users rated this property 5 out of 5

Amazing resort!

martin3z_t (Mississauga, Canada) on May 10, 2024

You don’t need star class! We visited April 28-May 5 We were all in building 28. Resort is large so if you enjoy walking it’s a great way to get your steps in. We enjoyed the food especially the sushi bar. Service was excellent with the exception of a few servers who didn’t want to serve and would rather stand around and chat to coworkers. The swimup bar in the family pool had the worst bar tender, he has no personality even though we tipped every time. The animation crew was incredible and those who stood out were Hector and Naomi. We wish were were still there. Rooms are nice and we would definitely return. So much to do here and you won’t ever be bored.

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