TripAdvisor Traveler Rating

Our butlers and other staff were very knowledgeable, helpful and pleasant. The food varied from excellent to fair depending on restaurant. There are many choices and accommodations can be made for dietary needs and food allergies. The activities staff in the pool were very outgoing and fun for the kids. The themed shows were great too. The spa was fabulous for a message and hydro therapy. We chose the excursion to Isla Mujeres which included snorkeling, lunch, swimming at beaches and an island tour. We felt safe leaving the resort and the crew was phenomenal and very helpful, Overall the hotel is a good value and a fun experience.

Another fantastic trip to PH, we were there for a week in November. Resort is amazing, great food, great room and great property. What really sets this resort apart are the people. This was our 4th trip there and it keeps getting better and better. Check in and check out was a breeze. We always upgrade to Star Class and it's well worth it. Our butlers Fanny and Robert are amazing, they are like family, they take all the worry out of everything, they go well above and beyond what you would normally expect. They are one of the reasons we keep going back. Edgar Murcia is another reason we go back, he takes care of our meals and always has wine chilling for us at our table, always with a big smile and great conversation. We get a cabana at the Star Class pool every day and there again the service goes well beyond expectations. Lily and Lucia, cabana waitress, always right there whenever we needed anything, didn't even have to ask they knew what we wanted before we did, they were outstanding. Our cabana was always ready for us, towels on the lounges and lots of spare towels at our disposal, this was all made possible because Ray, cabana butler, made it possible. He did not disappear after that either, always checking on us to make sure we didn't need anything else. I also want to give a special shout out to Carla at the Braza and Manuel at the East restaurants, they made our dining experience even better. We will be back and can't wait to see everyone again, like I said they make us feel like family, love you guys.

My wife, two boys under 6 and I stayed at the Planet Hollywood Resort for four nights in November 2025. Overall, we had a good time during our stay, but we had a case of bait and switch with our reservation; i'll explain this later. Also, this was our second time that we have stayed at this resort, the first time it was only my wife and I in January 2024 and we stayed at the Adults section. The first time we had no complaints and even met with the General Manager Jonathan Iriarte several times during our stay and had several nice small talks with him. I want to start with the good, since we do believe this resort is a good, family-friendly resort. Entertainment (5/5): Every day the entertainment team had something to offer: live bands, mariachi, magician, aerial acrobatics, etc. It was never a dull moment. During the day there was plenty of family friendly events offered by the kids club team at various locations, including the pool, and at nighttime, there's a nightly family-friendly show. A big shout out to Diana, Danni, Wicho, Quike(?) and several others made all the events super fun. My boys stopped by the kids club for a short time but didn't stay, but I can tell that everyone there genuinely enjoys spending time with children. If possible, I highly recommend doing the behind the scenes tour that they offer, it will give you a better perspective of what happens and what is needed in order to run a resort like this. There was also mariachi at the So Cal restaurant during breakfast sometimes. Food (4/5): The food overall is great and is one of the main reasons why we returned. We got the chance to eat at the SoCal Buffet (several times), Gusto Italian Restaurant for dinner, Eat Sushi Bar for dinner, and Sunset Strip Steakhouse for our Thanksgiving dinner. We also had Guys Burger Joint, take out pizza from Gusto, and Overtime Sports bar. During our behind scenes tour we met Gerardo, a sous chef and one of the main ones responsible for the SoCal buffet. Gerardo was amazing at showing us everything that goes into getting the food ready for guests. Almost every other morning there was a mariachi at the buffet. Our best restaurant by far on this specific trip was the Sushi bar, that even offered a short showing from a Geisha during our dinner; the sushi seemed fresh and very tasteful. Big shoutout to Antonio our waiter at Eat Sushi who gave us phenomenal service. Guy's burger joint seems like something has changed from when we first attended in 2024, it didn't quite taste the same not sure if it was the bread or the patties; it was still ok, but not great. One of the biggest downsides compared to when I stayed last year is that we were only allowed to reserve for one restaurant per day, whereas before we had the ability to book several. App (3/5): Since last year, PH has moved away from their own app to using Royalton's app. I'm personally a software engineer and the app is not very intuitive and could use some work. Things are not very well organized and if you want to book restaurants it is not straightforward to look all available reservations at once; it's easier to do individually but then you have to go back and forth. Also, not sure if it's a limitation of our reservation or the app, but this time we were only allowed to book one restaurant per day. Room (5/5): We booked a junior suite and got upgraded to a one bedroom suite. The room was exceptional, with lots of space, a bar area, two bathrooms with showers, large balcony and overlooking the ocean. Our housekeeper (who unfortunately didn't get her name) was on top of getting our room serviced everyday. Overall, no complaints with the room. Pool/WaterPark/etc. (5/5): This resort offers a handful of pools for use by families. They are kept cleaned and the entertainment team kept our family entertained during our pool time. Our boys really enjoyed spending time in the lazy river and the water park. The water park is perfect for kids under 10, and offered a series of slides, and other things for them to keep busy; they also have a lifeguard on duty just in case who is ensuring that the kids are playing safe. Beach (5/5): The beach seemed a lot cleaner this time around than in 2024, it might be due to all the initiatives that Cancun, Quintana Roo government is doing to clean up the sargassum seaweed. The sand is very smooth, clean and easy to walk, and the water reaches your waistline a few meters into the water. Bars/Drinks (2/5): Overall, we feel the drinks are watered down; this was the case back in 2024 and the case now. While this is not too big of a concern since you can always get more, but it then becomes an inconvenience and also end up intaking way more sugar than if they were a bit stronger. Even after asking for a double or a triple, it didn't make much of a difference. Really wished the drinks were a bit stronger and/or that they offered more premium offerings included without extra charges. Also they only offer Dos Equis (XX) so if you prefer any other beer, you're out of luck; given that it's a Mexican resort, I'd expect them to have a least Coronas, Modelos or Victorias. The other thing that we noticed is that the waiters at the pool and the water park are not as friendly and seem like they give preference to those that have previously or initially give tips. At one point, we asked for helped to open an umbrella and the waiter said in spanish "No es cosa del otro mundo" which is a saying that roughly maps to the saying "It's not rocket science"; we found that to be very insulting. Unfortunately, we didn't get his name. Most of the other waiters at the pool areas hardly asked us if we wanted anything. Now for the bad part... Front Desk (1/5- 0 if possible): It took us two hours to checkin, in a case that seems like bait and switch!!! I want to start off by stating that we booked through Marriott with a series of vouchers and points, and not with cash/card. When we made our reservation, we included our children in the reservation and added their ages correctly (I have personally stayed over 500 nights in hotels domestically and internationally, so I know what I'm doing), and I got a confirmation email stating that I had paid with vouchers and points and it included two adults and two children. During our booking it did not show any additional charges, which is one of the other reasons why booked here and not tried some other resort (other all-inclusive resorts were showing additional costs). But when it came time to check in, we were informed that our children had to pay extra at a cost of over $700USD. Personally I would not have had a problem if this was stated during our initial booking but this came up during our checkin and we had no other choice than to pay. We talked to Jorge the Marriott front desk manager, and Alan, the front desk assistant manager and they explained us that any additional people over two needed to pay and there was nothing they could do. I asked several times to talk to the manager but they kept saying that they were busy. They had me call Marriott and Marriott was not able to do anything after spending over 30-45 minutes on the phone stating that they had no control over what the hotel does. Then they said I should've called Marriott International so that I can get confirmation on the policy/terms. As a matter of fact, the representative on the Marriott International tested doing a reservation and saw that no additional charges showed when adding children with points. He wrote a case number and unfortunately was not able to get the resort to change their mind. At this point Marriott is telling Jorge that it is up to the hotel to correctly configure their reservation system and Jorge kept telling Marriott rep that it seems like there's a glitch with their system where the reservation did acknowledge my two children but for some reason their ages didn't come through, hence it was not showing a cost. Jorge also mentioned that this is not the first time that this has happened, so there is definitely something that is going on and probably something that management should investigate and resolve it with Marriott. This does not look good where they kept pointing fingers at one another and at the end of the day, the customer is the one that pays for the mistakes. After insisting talking to a manager several times, Alan said he would have Karina (?) the general assistant manager in charge of registration/operations a call, but I never did. He kept telling me that she was busy, but made no effort to even try to reach out to her. We even asked to speak with Jonathan but they claimed he was also unavailable, which is justifiable. Even before my checkout, I talked to Erika (who was taking surveys about comments from people leaving and was very nice) and she went to go talk to Karina, but it seemed like she didn't care to resolve the matter correctly personally and just told her what the policy was and to tell us yet again. On the upside, Alan did give us an upgrade to our room (see above), but not sure if this was due for the inconvenience or due to my Marriott lifetime platinum status. Note for Jonathan if you are reading this: Feel free to reach out to me if you want more details (e.g. Marriott case number, etc.) Overall, I would say this is a great resort with lots of options to keep entertained. It was really unfortunate that we had the problem at checkin and it partially ruined our trip and started off on a bad foot. Given our experience at checkin we are not sure if we will be returning to this resort again; we will evaluate next year for our next family trip (maybe if not booking with points/vouchers).

Food quality is poor Little flavor and same things daily Room service is poor Not much activities to do that are free, everything cost an arm and a leg to do anything even after booking. They try to tell you that you will receive a 500 credit to use for any excursions or events and it’s not true at all. They will give you a coupon book instead that gets you crappy “deals” off their already crazy over priced activities. Very hard to make any dinner reservations and will only let you make 3. Felt like every day was a task to figure out what we were going to eat because the buffet is just terrible. Desserts have a great presentation but absolutely no taste and same goes for most of the food except the presentation is worse. Staff usually only friendly after you have tipped them multiple times but I’d not, good luck!

The entertainment team at this hotel were fantastic, they honestly made the resort far better and without them the rating would be lower. Shout out to Jesus, Josue, Luisa, Bengie, Kiki and Mar who we had the best chats with during our stay