Planet Hollywood Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

7223 reviews

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  Girls spring break trip to Cancun

  We had an excellent time on our girls trip to Planet Hollywood Cancun. We loved the area (Costa Mujeres) and although check in felt a bit chaotic, Victor (and later Daniel) helped us with arrangements to have our best trip ever! We were very impressed that anything we needed or had an issue with was addressed immediately through the app. Attention to customer service is really fantastic here. We loved the lazy river, the days we had a bed by the pool, our yummy breakfasts, fun choices for dinner, and the stunning clean beach. The rooms are humid and you need a humidifier in your room. The lunch options are a bit tricky if you’re by the pool but a cart each day served a different treat such as tacos. If you want a burger, prepare for an hour wait after you walk to Guy’s and place an order. We all agreed we would come back and definitely find Victor (the concierge from Bldg 11/12) to help us have the perfect vacation ❤️

  Mar 26, 2025
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  Planet Hollywood Review: A 3.5-Star Experience

  Planet Hollywood 23105 Review: A Good Experience with Notable Flaws Planet Hollywood 23105 aims to provide a glamorous, high-end resort experience, and while it succeeds in some areas, it falls short in others. Our stay was a mix of highlights—like the stunning beach, variety of pools, and solid dining options—and frustrating letdowns, particularly regarding service and room quality. This review breaks down our experience, balancing the positives with areas that need improvement to help future guests make an informed decision. ⸻ Arrival & Check-In: A Rocky Start Our arrival on Saturday was less than smooth. We waited two hours before being assigned a room, and our butler, who was supposed to assist us, became unreachable for 45 minutes. In the end, a bag carrier escorted us to our room, and another staff member provided our wristbands. For a resort marketed as luxury, this was a frustrating start. A more streamlined check-in process would improve first impressions significantly. ⸻ Dining & Bars: A Mixed Bag The resort offers a variety of restaurants and bars, but the quality of both food and service was inconsistent. Dining Highlights ✔ Braza Restaurant (Tuesday) – The standout meal of the trip. Excellent food and attentive service. ✔ Restaurant Variety – Several dining options, including family-friendly and adults-only choices. Dining Disappointments ❌ Steakhouse (Sunday) – Thin, overcooked steaks that didn’t meet expectations. ❌ Lack of Ocean-View Dining – All restaurants are near the front of the resort, offering little to no scenic dining experience. Bar Service Issues ❌ Sports Bar (Monday) – Only served beer, with no mixed drinks available. ❌ Pool Bars (Monday) – Officially opened at 10:00 AM, but staff took their time setting up. Even with a line of waiting guests, bartenders weren’t serving drinks until 10:10 AM. While the variety of restaurants was appreciated, the inconsistent food quality and slow service detracted from the overall experience. ⸻ Accommodations: Not as Advertised We opted for a swim-out room, expecting a more private and convenient pool experience. However, the reality was disappointing: • The pool was only 5 feet wide and 4 feet deep, more like a long, narrow strip shared with over 100 guests rather than a true swim-out feature. • Our patio never received sunlight, likely due to poor layout. While this may not be an issue for all swim-out rooms, it negatively impacted our stay. Additionally, room service was unreliable: • Tuesday Morning – Ordered breakfast for 8:20 AM, but it arrived at 9:30 AM. • Repeated Early Calls – Room service called at 7:00 AM multiple times, often just to confirm minor details that were already provided in the order. These issues, while not deal-breakers, were frustrating and didn’t align with the resort’s premium pricing. ⸻ Star Class & Butler Service: Not Worth the Upgrade We paid extra for Star Class, which promised exclusive perks, including a butler for personalized service. The Good ✔ Our butler did assist in securing two dinner reservations, one for adults and one for kids. The Bad ❌ He was often unavailable and difficult to reach. ❌ Star Class perks weren’t enforced – Private areas, such as cabanas, were frequently taken by non-Star Class guests with no staff intervention. The upgrade felt unnecessary given that non-Star Class guests seemed to access the same perks without issue. If staff isn’t enforcing exclusivity, the added cost loses its value. ⸻ Staff & Service: Hit or Miss The overall staff attitude felt disengaged. While some employees were friendly and helpful, many appeared uninterested or indifferent to guest needs. ✔ We understand that hospitality jobs are demanding, and not every guest is easy to deal with. ❌ However, a lack of enthusiasm was evident, making interactions feel transactional rather than welcoming. We even brought extra cash for tipping but found few staff members going out of their way to provide standout service. When employees seemed genuinely engaged, we were happy to tip—but those moments were rare. ⸻ Resort Maintenance: Needs More Attention While the resort is relatively new, some areas showed signs of poor maintenance. ✔ Initial construction seemed well done. ❌ Some renovations and repairs were low-quality, with noticeable shortcuts in workmanship. That said, all beachfront resorts require constant upkeep due to humidity, salt, and weather exposure. While this wasn’t a major issue, attention to detail in maintenance would elevate the resort’s overall appeal. ⸻ Spring Break Atmosphere: Not the Resort’s Fault, But Worth Mentioning Our visit coincided with Spring Break, leading to a younger, more party-oriented crowd. ✔ This isn’t a fault of the resort, but it’s worth considering if you’re traveling as a family or seeking a quieter getaway. ⸻ What the Resort Got Right Despite the frustrations, several aspects of Planet Hollywood 23105 stood out in a positive way: ✔ The Beach – Absolutely beautiful, with soft white sand and calm waters. A true highlight. ✔ Perfect Weather – We were fortunate to have excellent weather throughout our stay. ✔ Pool Variety – Plenty of options for kids, teens, and adults. ✔ Plenty of Bars – While service was slow at times, the number of bars was a plus. ✔ Easy Access from a Major Airport – Convenient location for travelers. ✔ Landscaping & Grounds – The gardens and outdoor spaces were beautifully maintained. ⸻ Final Verdict: A 3.5-Star Experience Pros: ✅ Stunning beach ✅ Great weather ✅ Well-maintained landscaping ✅ Multiple pools for different age groups ✅ Decent restaurant variety Cons: ❌ Service is inconsistent ❌ Star Class perks are not enforced ❌ Butler service is unreliable ❌ Restaurants lack ocean views ❌ Swim-out rooms are misleading ❌ Slow and unreliable room service ❌ Some areas show poor renovation work Overall Rating: ⭐⭐⭐⭐☆☆ (3.5/5) Would we return? Probably not. While the beach and pools were fantastic, the inconsistent service, misleading room descriptions, and lack of Star Class enforcement make it hard to justify the cost. There are better resort options that offer superior service, ocean-view dining, and a more polished luxury experience.

  Mar 26, 2025
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  Incredible Hotel

  I absolutely love the hotel. All of the staff are really helpful and friendly. The gym is exceptionally well equipped. Definitely the best hotel gym I've been to as it literally has everything you need and the equipment is very well maintained. Arleth is always smiling and helpful. Myself and my wife have really enjoyed the shows and the food at the restaurants. There is so much to do here for both adults and children so you can't possibly not enjoy yourself and be entertained throughout your stay. I would highly recommend this hotel if you are travelling to Cancun.

  Mar 26, 2025
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  Great resort except for the spring break groups and additional cost for lounge chairs/cabanas

  Food was excellent/top notch! Lot's of restaurants and easy to book thru the app. The service in the a la carte was great but very slow in the buffet> Drinks - house wine was great. Other options were good but not a lot of premium alcohol options unless you paid extra to be in the "Star" class room. Room - pretty spacious but nothing special considering this is 5 star and we were in the Adult Scene area. Pillows could have been better and a bath tub in the bathroom. The resort looks a bit worn out considering its fairly new. Grounds - clean and well laid out but not a lot of security patrolling especially at night. Adult Scene - the minimum age should be 25. There were so many 18-20 yrs old on spring break partying until 3 am, being loud and obnoxious at the pool. It seem the hotel really advertised the resort to this crowd which I was not aware at time of booking. Beach - very nice, but it needs to be cleaned up and raked more. Additional chairs and umbrellas are also needed. There should also be a food option right on the beach and more waiters. Pools - all pools on both family and adult side were packed! It was impossible to find a chair or shade even though there is plenty of space for more. It seems the resort wanted people to rent the cabanas or bali beds at 300 and 150 US respectively. That is way to much when we already paid 5,000 for two people. The bali beds at least should be free and some patrolling by hotel staff to ensure people aren't leaving their towels for the entire day and not using the beds/chairs. Entertainment - hit and miss but we don't care too much about it. Resort credits - these were really coupons to get you to spend more money. False advertisement in my opinion. Overall the resort was nice but not staffed for spring break. Also the resort should disclose on their website that they accept spring break groups as this is determining factors for some, like us. We are in our 40s and there many that age or older who did not enjoy their stay as much or could not sleep.

  Mar 25, 2025
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  Waking up at 5:15AM to go save Pool Chairs!

  We are a family group of 7 people including young adults ranging from age 16-23. We made our reservation a year in advance. Overall I rate the resort a 3 star. We came to Planet Hollywood Cancun with some apprehension after reading the reviews. I can attest that most of the reviews are correct and most of the service issues depend on whether you upgrade to Star Class and if you are tipping. It is like the management has not trained them correctly or provided the necessary tools for them to work efficiently, or they don't care They truly need someone to come in and consult with them on their training, service standards, and provide the basic tools for them to be successful. Like more pool chairs and umbrella's, but I will cover that below! It all started when we arrived. It took 30 minutes waiting in line to get to the check-in desk, and then it took another 45 minutes to check us in and provide the wrist bands etc. They said they would bring our luggage to our three rooms but it took two hours and a phone call to the front desk to get the luggage. No communication from the front desk to the supervisor who took our luggage and said it would be brought to our room. Very annoying! The room was very clean and as presented on the website. We had a swim out room which was very nice! The other two rooms were in the next building. We had only one robe and not enough pillows. I ordered an extra pillow for our room with 3 different people at housekeeping, concierge and finally the front desk, received it on the 4th day of our stay! Is anybody communicating? So the first morning we went down to the pool to get chairs and I went at 7AM thinking that it would be early enough, not even close! Was able to get a couple chars, but had to find an umbrella stashed behind a building to bring over to the chairs we claimed. The next morning we came at 6AM and still no chairs, all claimed with towels, straps, water bottles, or whatever thrown on them. The next 4 mornings we had to come at 5:15-5:30 to make sure we got the chairs we wanted which were at a secondary pool. If you wanted chairs at the main pool good luck! I think they were coming our at 2AM after the bars closed to claim chairs! CRAZY! We have been to 10 all-inclusive resorts and have never had to fight for chairs like this! This has been a common complaint throughout the reviews and they management just responds that there hands are tied and there is nothing they can do or rules to in-force, or that they cannot get anymore chairs or umbrellas to accommodate the lack of availability. Again, hotel management creating a big problem! We did have some good service at the pool when we had Roger! He loves his job and was very attentive and funny! He was a service star! We also like Charlie at the swim up bar in the Lazy River, he didn't ignore us and always served us! Marco at the swim up bar in the main pool was funny and we appreciated him too! At the buffet outside we always asked to sit in Felipe's section every morning! Pretty much everyone else seemed to lack in service. There are always lines! Lines at Fuel the coffee bar, lines at the buffet, lines at the bars, crowded for sure! They need another smaller buffet nearer to the beach and a second cafe for coffee. Everything is up front and they need to have some additional places to get food near the pools. They have a great hamburger place in the middle of the resort but only burgers. The star class restaurant need the pools and beach should be open to all guests. I am sure it was at some point but they moved it to star class to cater to those that pay more! Getting a reservation at the restaurants was impossible. You may get one night if you are lucky, or show up at 5PM to see if any openings, but going online at midnight to get a reservation for three days later never worked for us, any remaining reservations went in seconds! so we only got to eat in the Sunset Steak House. If you paid for Star Class and had a butler etc., you got better service for sure. See reviews that talk about this. They bar tenders would not service you unless you tipped, so take lots of single dollar bills! I would see them just ignore people who were not tipping! I have never seen this at an all-inclusive, so be prepared! They are trained to do this or simply don't care! The grounds were well kept, the rooms clean, the buffet food was pretty good, the nightly shows were entertaining, but the resort could be so much better with some consulting to find better efficiencies, training, more chairs/umbrellas, euro coffee machines in the buffet so that servers were able to provide better service and be faster, and better communication to alleviate guest complaints, and more reservation availability at the restaurants! The pools had some fun activities but not much. The foam machines didn't produce enough foam at the foam party which is on Sunday, and there were no competitive games to win prizes like at some resorts. No parties on the beach. The disco played average music nothing special. We did not use the gym, arcade or movie theater. The sports bar had three small tv's and did do Karaoke one night that was fun! Overall we had a good time but going to get pool chairs at 5:15AM to save them for later is all we are going to remember! Maybe management will someday figure out how to run this resort! We will not be back!

  Mar 25, 2025