Horrible! If I could give it zero stars I would!
Reviewed 18 October, 2021
Hi! This hotel is a scam…I booked a 3 day weekend with them via Expedia and once I arrived at the airport, there was some type of “immigration alert” on my fiancé’s record that we had no idea of and they had us locked at the airport for hours and hours and then shipped us right back to the US with no explanation as to why he couldn’t enter the country. While at the airport I contacted the hotel directly to inform of the issue and was given an email address to cancel the reservation and explain what happened and so I did but never heard back. Then in the plane I attempted to cancel through Expedia but the agent stated the hotel wasn’t answering. I called again the next day on Saturday and they were saying that due to the fact that it was after my booking date it could not be cancelled. After 10 days of non stop calls, emails and back and forth they are denying my request because I didn’t notify them with enough time after the booking date and I notified the SAME DAY! I have screenshots of all of the chats, emails and calls I made to notify of what immigration did to us and at this point I will post all over social media if necessary to make sure we get refunded at least the hotel portion of the package as this was not our fault!
Our vacation was a dream.
Reviewed 18 October, 2021
Our vacation was a dream. The property was everything we hoped it would be. The service was top-notch. Star Class was worth it. I would recommend Planet Hollywood friends and plan another vacation there.
The service was undisputedly the best part of this resort. I'll guess some of it was because we had elected Star Class, but I think the staff went above and beyond for every guest. We had our seven-year-old son with us, and each and every person on the staff treated him with the same level of service they treated the adults. It seemed like no matter what we asked for, we were never told no. The property was clean, and the beach was nice. I highly recommend watching the sunrise on the beach. Star Class was nice to have our personal butler take care of our dinner reservations and meet us each day to set us up with our flow rider passes. Every day he would send us a schedule of the activities on the property for that day. He would also let us know when our room was cleaned, and our refrigerator was restocked. The restaurants were fine; we really enjoyed the East Teppanyaki, The shore beach club (the best buffet on the property), the Steakhouse, and Guys Burger Joint. It was great to have entertainment all around the resort throughout the day. Overall, I was very pleased with the resort, the staff, and the amenities. This was a perfect resort for families with kids of all ages.
Something we didn’t know when we were planning the trip is that the resort is very far from everything though it made the beach seem more exclusive, It would take a $40 minimum taxi ride each way to go shopping or to an excursion planned outside of what the resort offered.
The breakfast options were not great. The food in the main buffet for breakfast or dinner was not great either. There were also a couple of things on the website regarding Star Class that we didn't get. The pillow menu, we were actually told that they didn't do that. The mini bar "writer" wasn't really a thing either. They did refill our fridge every day with 4 beers, sodas, and a couple of snacks, but we didn't get to choose what items we wanted in there. However, if we happened to be in the room when they were restocking, we could ask for a different soda. They never said no to any of our requests. It just wasn't exactly the way the website explained it. However, I still think Star Class was worth the money.
On our second to last day, we wanted to go shopping and we asked the excursions counter if they had shopping excursions. They talked us into taking a catamaran tour to the nearby island that included snorkeling and shopping. When we got on the boat, we realized that we had taken our seven-year-old on a booze cruise with 35 college kids drunk and grinding on each other. It was not the best excursion for kids, and they only gave us 10 minutes to shop, which was frustrating. This was not how they sold it to us, so be careful. The only saving grace was that my son had fun and enjoyed the boat and the beautiful water.
My minor cons are not enough to prevent me from going back or recommending someone to stay there. I just wanted to provide this information so that others could better plan their trip. We enjoyed our time and are excited to plan our next trip.
Big Disappointment!!! My family and friends have been here for two and a half weeks out of four. From October 1st to October 29t
Reviewed 18 October, 2021
The very first day we arrived we felt like second class guests. And it wasn't because we were staying in a regular room versus a star class room, which was hot and musty. But I'll try to be brief. Here are some of our complaints. Bad service for the most part, starting with the guest service supervisors. Unfortunately I don't know their last names .Stefania,Omar and two others. I had some concerns they had my phone number and never called me. Resort is always out of several types of alcohol,pool service is mediocre. Elevator is constantly out of order. I can go on and on, but I know nothing changes my bad experience here.I just wish I had not booked for a whole month. I must point out the positive of my stay. I have to thank All these people that went out of their way to make us feel important. Chef Jesus, waiters Juan,Rene,Rafael, Armando, Fernando, Nectaha Victor,Jose. And last but not least Erica in public areas. We will try to enjoy the rest of our time here, specially since more friends are coming in the next few days. I'll be posting any updates. Thanks
Felt like a STAR!
Reviewed 17 October, 2021
Planet Hollywood was an incredible experience for my family and I. We have been to Cancun a handful of times already and stayed at different resorts but think this is probably the largest resort we ever stayed at — AND the most family friendly. The kids loved the water park and there were convenient restaurants (pizza, burgers & fries) nearby for us to quickly grab their lunch while they were at the pool.
STAR CLASS: The additional upgrade to Star Class is definitely worth it. You have access to a separate pool, better alcohol, more food options, free WaveRider tickets and best of all — “a personal agent” to help you during your stay. (Shout out to Rogelio who was AMAZING! He always made sure we had a dinner reservation lined up for us, always checked up on us throughout our stay, and helped us endlessly with all of our random questions! Muchos gracias!)
FOOD: The restaurants and food at the resort was pretty awesome overall. The buffet had the perfect selection of familiar American food but also a lot of great Mexican food and drinks to try. Loved the fact there was an ice cream and coffee shop (we went multiple times a day). Also, the interior design and decor at all the restaurants — TOP NOTCH! So beautiful.
SERVICE: The service was excellent! We made sure to always tip (no matter if it was for a drink at the pool, a quick snack at the buffet, an ice cream & coffee, and of course for full meals, housekeeping, bellboy, personal agent, drivers to and from places off-site, etc.). It’s always pretty disappointing to not see others tip.
POOLS & BEACH: The pools were huge, had super cool pool tables inside of them and they had cool drinks to try out (on top of the normal cocktails you can order). The beach was also pretty nice & clean. *WARNING* We did have an experience where a guy ran out of the water and started saying he saw a big poop in the water; however, later we found out — it was from the large TURTLES that you can sometimes find further out. *PRO TIP* Ask the PH staff about doing the mini catamaran trip to the middle of the ocean. BEST DECISION WE MADE! We got to swim in the bluest of blue waters and see turtles! (That’s where we found out about turtle poop — because I saw one myself!)
Planet Hollywood was probably the best resort we’ve been to overall for our family. The kids loved, loved, loved it! It had a little bit of everything for everyone. Thank you Planet Hollywood!!!
Amazing couple destination trip!
Reviewed 17 October, 2021
My boyfriend and I went this past May as our first couple destination all inclusive trip and we were completely blown away. From the moment you enter, they play movie music, everyone applauds, and they hand you a drink. Elmer from the front desk to great care of us, explaining everything in detail. Excellent service. All the waiters and bartenders were super friendly and just amazing. Some to name, David and Miguel took awesome care of us at the restaurants/bars. Ernesto at the beach bar made us the best shots we've ever had. Anything we wanted, we got it! And Guillermo at Sutra was awesome as well!
The food was very good at the hotel but the Indian restaurant was BOMB. We went twice because it was just too good. Very authentic, quite spicy, and delicious!! Probably my favorite thing was the dance classes and water aerobics by the pool! such a blast! And my favorite place in the pool area was the lazy river and the underground cave bar at the end of the lazy river. There was also great evening entertainment. Every night there was a different show! Very cool. We never made it to the club late night because we were too tired but I heard it was a lot of fun. On top of that, there were photographers walking around who would take pictures of you by the beach/pool or anywhere you asked them to. The pictures turned out amazing but they were very expensive. We have no complaints from our stay at Planet Hollywood Cancun! We loved our experience at planet Hollywood and we can’t wait to go back again.