Planet Hollywood Cancun Resort

We enjoyed our stay at the resort, the rooms were nice however there was some dust in the room. There are many restaurants to choose from and the food was good. The shows were fine. I’ll come back again.

We had a fantastic vacation at PH. We had a group of 19 friends/family ages 4 months to 80 years old. The rooms were large and spacious - we got a crib and dehumidifier without issue and that made our stay comfortable. The swim outs with a backyard are awesome. Food overall was good, staff was very helpful, and the kids really enjoyed the Dino splash park, pools, lazy river, movie cinema, and beach. Shout out to Clarissa at the gym who led boot camp classes in the morning. Loved the gym facilities, pickle ball courts, and hotel activities all day. Really appreciated the attentive staff, from waiters at the buffet to kids club ladies and bar servers. Three areas to improve - (1) food: line ups at breakfast buffet eg crepe station was annoying and disorganization with lunch pizzas at the Italian station; (2) dinner reservations can be hard to get and inflexible if 10 mins late, as they save tables for star class and hotel members; and (3) I heard some staff are paid based on reviews, which I don’t love. Pls treat your staff right and pay them well. Overall a great hotel, clean, well maintained, with lots to do, and we hope to return in the future.

Let me start by saying that everyone will have their own experience and thank goodness ours wasn't as bad, as some reviews I've read. After VID, most resorts and their quality went downhill, and what was considered 5 stars before now can barely get to 3.5. With this mindset, you won't be disappointed... Cons summary right of the bat: - crowds and lineups everywhere you go  everywhere and for everything - upgrade to Star Class if possible - you will be helped by a butler to book "always busy" restaurants. Otherwise, good luck getting them, especially if you're here only for 7 days - to get a spot by any pool, you'll likely have to get up at 5:30 AM. Otherwise, it's all taken. Good marketing and selling of Cabanas and papagayas, this way  they guarantee you a spot for $ - rooms are outdated (unless you're in Prime/Star suites and upgraded buildings), especially when you look closer in the shower and bathroom. Our door didn't even have the lock, so we had to prop it when taking a shower as it kept sliding open. The shower had yellow water and mold, and it took water shoes to wear in there. - there's no covered theater with seats, like many other hotels have. Good luck getting a couch seat to watch any of the nightly shows. The hotel itself is beautiful, the main area, restaurants, cafe fuel, and movie theater are all done very well and are very pretty, especially at night with all the lights on. There are enough activities to keep kids and adults entertained.  This is the hotel where people stay up late. There's a lack of shade everywhere, but you can walk through the buildings to get some cover from the sun during the day. Food : Personally, I enjoyed the main buffet  SoCal  but only if you get there right at opening. Everything is hot and fresh, and line up isn't for 30 mins to get your food. Getting in after the opening takes a while, line up is huge, and food is cold. Italian restaurant was 2.5/5, and I wouldn't recommend it at all. Steak restaurant was 3/5, every piece of meat we ordered had fat we had to cut off, more than half of the piece was gone right away. Teppanyaky restaurant 4/5, chef and his shower was incredible!  Service otherwise was very slow. Burger place for lunch 4/5, kid enjoyed it, which meant the burger was prepped well. Restaurant by the beach for Star Class/Prime members 4/5 , best decision for breakfast at it has the same choices and fewer people than main. Pools: Lazy River, kids, and family pools aren't heated and are very cold Star Class pool is warm, and I wish they checked your bracelet, as it gets overcrowded quickly, being smaller, and the only warm pool in the resort Beach: Clean and sandy, no rocks in the ocean There are not enough beds or shade, though, so you have to be in love with the sun to stay there Kids club: Amazing!  Kids have many different activities and are always kept busy. Spa: We had complimentary hydrotherapy and massage,  both of which were wonderful. Would recommend

Writing this review as a UK guest. The resort is HUGE with mainly Canadian and American tourists as you might expect so lots of goodies were not used to like the snacks etc our son 9 was very happy to see! There is something for everyone here and I mean everyone. From young families to older kids you can’t go wrong. We stayed for 7 nights on a Star Class basis so this is based on that. We had a super helpful butler called Javi. He set up a WhatsApp group for us and was always quick to respond to anything we needed and made all of our dinner reservations for us with no stress whatsoever. Our room was spacious and clean but a few things did need maintenance for a “five star” hotel (see photos) but nothing disastrous. I cannot fault the staff here…from bar staff, entertainment team, housekeeping, ground staff you name it. Special mention to Andrea at The Shores restaurant who was incredibly attentive and remembers all the little details. You could not go hungry or thirsty here, everywhere you turn is a bar or restaurant or pop up snack/bbqs. If you’re a big meat eater and love BBQ steak etc you’re in for a treat. Overall I would say it’s 5 star service and amenities but rooms are 4 star due to a few things and a fusty smell. Pool parties are so much fun. Marco at the star class pool bar was brilliant and with the kids too. We suffered with poor weather during our stay and a couple of days it rained all day but the trampoline park and arcade saved us!! I would recommend staying here.

We stayed at Planet Hollywood Cancun for 5 nights right before Thanksgiving, hoping for a fun, all-inclusive experience with great beach vibes and activities for the kids. Spoiler alert: it was a mix of "meh" and "what were we thinking?" compared to our past Cancun stays (Moon Palace Grand, you have my heart). Before we even arrived, I was bombarded daily by different virtual concierges trying to sell me spa treatments, cabanas, and "exclusive" deals. I booked three pool cabanas, which was a breeze thanks to their relentless pursuit of my money. The catch? They promised top-shelf alcohol with the cabanas, but what we actually got was a cheaper version of everything—think JW Red Label instead of JW Black. Yeah, not the same, but at least they eventually honored it after a little escalated drama. Pro tip: if you book a cabana for the booze, double-check what you’re really getting. Check-in was a solid 30 minutes of standing around, because apparently, "early" means you’re stuck in limbo until you’re allowed to be mildly disappointed by the room. Speaking of the room: spacious? Yes. Stylish? Absolutely not. It’s clear they went with "budget chic," and by chic, I mean it looked like they bought materials from the "everything must go" section of Home Depot. The humidity odor? Strong enough to be a full-body experience every time we opened the door. Add in closet doors that wouldn’t stay shut and you’ve got yourself an exciting game of “Will the door stay closed long enough for us to get some sleep?” The view from our room was almost *Instagram-worthy*—if you like mini golf courses and kiddie pools with a hint of ocean in the background. The sunsets were a redeeming feature, though! Now, let’s talk about the cabana situation. Renting one for three days was absolutely the best decision we made—mostly because we had a prime spot, great service, and our own personal oasis. Our waiter - I wish I remember her name but she’s in my pictures - WAS INCREDIBLE!!! Give that woman a raise or a promotion because she was everything this hotel should have been and more!!! As for the bottle that came with the cabana this was *almost* as promised, and I’ll say this: if you’re into JW Black, you may want to double-check your booking because I nearly had to stage a rebellion to get it. The staff was fantastic, though, so they did what they could to make it right. Pro tip: Bring straws because they are eco friendly and anti straws in Cancun. The grounds were lush and the pools were, well, pools. There was a lazy river that could have doubled as a polar plunge, and big iguanas were the closest thing to wildlife we saw. Foam parties were so much fun, but the synchronized mermaid show? A hard pass. I’d rather watch paint dry than those mermaids do their thing. Mini golf was fun, but apparently, they don’t believe in enough clubs for everyone, so be prepared to wait. At least the beach was lovely, soft sand and drinks coming at you like it’s a competition. As for

Overall a very disappointing experience. Main concerns were cleanliness and wait times for food/buffet. Wouldn't recommend this resort. 1. Housekeeping Our room was not cleaned daily, or consistently. There were often items like empty pop cans and dirty glasses, or plates with food left in the room after housekeeping had been there. On one instance, housekeeping did not come for 2 days. I called down to the main desk to ask for them to come. They said someone would be there by 6pm that evening, no one came. I called the next morning, and was told someone would come by 11, which they did, however they did not do a good job of cleaning the room. We also left our towels as instructed (on the shower floor) for replacement, but they were not replaced. There was a stain on the bed sheets when we checked in. I asked for the sheet to be replaced. The next day, they claimed to have replaced it, however the same stain was there, just the beds were made. 2. The food options/availability was poor. We often encountered long lineups and long wait times for food. A pizza at the Italian restaurant (to go window) took 1 hr 40 minutes. Room service (fruit platter) after all restaurants were closed took 1hr 20 minutes. Given this was the only option at that time to get something to eat, this wait time seems unreasonable. The lineups to get into the main buffet, and at various stations in the buffet was quite long. I waited 10 minutes in line to get fruit, and 15 minutes for an omelet. Each morning there was a line to get a table. This wait ranged from 5-20 minutes. There was one restaurant which served coffee/tea (Fuel). The lineup for this restaurant was always out the door and the 2 times we waited, was for over 30 minutes. Drinks were also not consistent. I would order the same drink from different people, and the taste/ingredients could vary quite a bit. 3. Cleanliness of the grounds There were frequently multiple glasses/dishes sitting on top of garbage bins, and pool towels left all over the resort paths. These would stay for hours or days without being cleaned up or taken away. There were also discarded room service trays that would be left outside of room for many hours or even days. 4. PH App The app was often glitchy and we had to close/restart it often. This was an issue because we needed the app to make reservations and request room service or bathroom sundries. Also, the in room tv with resort information was awful. It would disconnect and buffer very frequently making it un useable. 5. Staff communication Some staff were extremely hard to understand, and some didn’t speak any English. There were a few times where staff would come around with notes written in English to tell us something but couldn’t communicate any more with us. This was frustrating because when we needed to know something, and couldn’t understand what the staff were telling us, we ended up just saying thank you and leaving without an answer.