Planet Hollywood Cancun, An Autograph Collection All-Inclusive Resort
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Planet Hollywood Cancun, An Autograph Collection All-Inclusive Resort
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About
4.5
#5 of 6 hotels in Punta Sam
Location
Rooms
Value
Cleanliness
Service
Sleep Quality
This is the role you’ve been waiting for. Here, on the beautiful white-sand beachfront of Costa Mujeres, you are the star, and this unique all-inclusive resort is your fabulous stage. Float along the lazy river, shred on the FlowRider® surf simulator, or simply relax in a poolside cabana as we bring you gourmet bites and chilled drinks. Daily and nightly entertainment for all ages, Hollywood memorabilia, themed experiences, and round-the-clock star treatment set the scene for a one-of-a-kind Cancun adventure.
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At Planet Hollywood Cancun, staff members receive accolades for their friendliness and attentiveness, contributing to the resort's overall commendable service, although occasional lapses in speed are mentioned. The hotel's cleanliness shines, with pristine grounds and rooms, yet some guests point out sporadic shortcomings in housekeeping. While the abundance of activities and the Star Class perks are praised, travelers are vocal about unexpected charges diminishing the value.
The beachfront location is a hit for both families and couples, but the distance from urban areas is noteworthy. Room conditions evoke mixed reactions, with dampness and mustiness sometimes overshadowing their spaciousness. Noise can intrude upon the peace for some, and while the resort's atmosphere buzzes with activity, there are remarks about certain entertainment elements feeling dated.
Location
Beachfront
Atmosphere
Lively
Rooms
Damp
Value
Expensive
Cleanliness
Mixed
Noise level
Mixed
Service
Friendly
Amenities
Outstanding
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My husband and I just got back from 5 nights at the new Planet Hollywood in Cancun. We stayed in the Adult Scene and Star Class (their version of VIP). As an all inclusive resort everything for us was included. They give you pop and beer in your room mini fridge which they restock daily. Room service was free and every restaurant on the resort was also free. The buffet was so so, but every restaurant we ate at was excellent. We had one of the swimout rooms and it was very spacious and very nice. Staff was very welcoming and very quick to help you out with any issues. We had a bad lightbulb in our shower and maintenance was right on top of it as soon as we mentioned it. The grounds are gorgeous I would definitely go back. The live bands by the poolside were good. Since it's Planet Hollywood their are live action movie characters going around the main areas we saw Superman, Wonder Woman, Malicifent, Thor and others.
As for the pandemic, all staff wore masks, sanitizer was offered everywhere including a bottle in your room. Each restaurant had you clean your shoes, use sanitizer and took your temp. We did feel very safe. The resort did a complimentary covid test for us to return to the US and offered free medical insurance (I believe this is a limited time deal due to recent events but we appreciated it).
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Date of stay: February 2021Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from General Manager, General Manager at Planet Hollywood Cancun, An Autograph Collection All-Inclusive Resort
Responded 20 Feb 2021
Dear Jessica, Thank you for your review and positive expeirnce at our Resort. All the kind comments were shared to the respective department in order to continue proving a star treatment for our guests. Also I highly appreciate the opinion regarding the safety and hygiene protocols implemented at Planet Hollywood. We will be glad to hositng you in the not distant future. Star Regards Jonathan Iriarte General Manager
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We felt the VIP experience the entire time. My wife and I stayed here to celebrate our anniversary and had an amazing time. We highly recommend upgrading to the star package, it's really worth it! The black band gets you everywhere ahead of everyone. Truly felt like stars.
First off, the restaurants were very delicious, especially the Indian food. It's quite nice to know that there are hotels like this that are all-inclusive and have many different options for food that is different from the standard fare if other all-inclusives. There were many to choose from and we really enjoyed their varied options. The breakfast buffet was great and it is something we would recommend daily as they have different food daily, apart from the normal options. We highly recommend to try each one if you can. The Indian food was delicious, the chef even came to talk to us and even recommend foods on the menu. The sushi was also quite good and had a nice twist.
We stayed in the adults only part of the hotel which was nice as we had access to the seafood and Brazilian steakhouse restaurant which was a nice change for a romantic dinner in each of the nights we stayed. The food in the private areas for the star class guests was quite nice display of hors'deourves and appetizers. Also there was always a bar next to them so it was nice for something to pick at whirl walking and exploring the grounds.
The room was fantastic! We had a spectacular view of beach and waking up daily to the beach felt magical. The beaches were cleaned daily so not much seaweed was present which was nice. The bed was comfy, everything was clean and everyday they left it amazing. The room service was friendly and prompt while we were there. There was always alcohol in the room haha. They gave a nice option to allow a smell to the room which was a pleasurable when coming back to the room.
The adults only pool was the best in my opinion as it was quite spacious and away from overall chaotic part of the family pool. Although, the family pool did have a nice show daily and activities to do. The bars were fun and always full of people and great music, especially the after hours club upstairs in the lobby which had a different show every night just for adults.
Lastly, the spa was nice, included with the star class bracelet we were able to get a free hydrotherapy message which was nice and left us feeling relaxed. We will definitely be going back!
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Date of stay: June 2021Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from General Manager, General Manager at Planet Hollywood Cancun, An Autograph Collection All-Inclusive Resort
Responded 30 Jul 2021
Dear kmezquita It is wonderful to read that you and your family enjoyed our Resort. We have had a great pleasure reading your review. Your comments are extremely important to us, as they motivate us to continue to improve our services. We look forward to welcoming you back at Planet Hollywood Beach Resort Cancun. PHabulous Regards Jonathan Iriarte General Manager
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Ok so we’re back... The trip started off rocky as there was some miscommunication about the room were upgraded to. For the wedding preview package you’re given a jr suite, when I spoke to the coordinator I asked for a larger room upgrade and instead we were upgraded to star class. Our butler Ericka involved her manager Daniella and she sorted it out and upgraded us to the 1br director! After we moved rooms after our first night everything was A-Mah-Zing!!
We were actually thankful we got to experience the jr suite as we removed those from our room block, we will offer a couple of jr suite swim outs but none with out the swim outs as we dont see it as worth it! 1br director was great for me and future wife as we had a photo shoot planned for engagement photos and a couple outfit changes so I used the living room as my closet and we had separate bathrooms so it worked perfectly!!
Since we were star class we had a butler ours was Ericka who was bomb.com and we will be requesting her when we return! We used whats app to stay in contact and even on her day off she was still so helpful. Also included in star class is 50mins daily hydrotherapy sessions which was sooo nice we added in a couples massage afterwards and I fell asleep and was so relaxed for a good hour or so following highly recommend the spa services!
I complained about not having shuttles but yes you guys were right its not THAT big, its still a nice walk from certain areas to others but it wont kill ya in the cooler months, burn some calories I guess lol we considered our audience and we figure they should all be able to get around ok.
The food was sooo delicious! We didn’t have a chance to visit every restaurant but the Steakhouse, Brazilian (adult only), Seafood, Hibachi and breakfast buffet were all a hit and the ice cream at the coffee shop was a nice treat. Even the menu we tested for our wedding was great we basically didn’t change a thing. The room service was just ok but came in handy for a late night snack.
The nightclub and entertainment were so fun the fire dancers and glow party were my favorites. The dj’s had me dancing and singing all around the resort. Everyone was so friendly and rembered you from a previous encounter at restaurant or other location so it was like an episode of cheers lol
Laura and Reyna in the wedding office were so pleasant and professional we feel like we are in good hands. We are so happy we chose Planet Hollywood for our wedding, we know our friends and family will be wowed
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Date of stay: March 2021Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from General Manager, General Manager at Planet Hollywood Cancun, An Autograph Collection All-Inclusive Resort
Responded 17 Mar 2021
Dear janayh20 We are very glad to read our entertainment crew was outstanding during your visit at Planet Hollywood Cancun! Your kind and positive message was shared with them! The reflector are looking for you once again in the near future! Star Regards Jonathan Iriarte General Manager
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We just got back from our stay here for our honeymoons 2nd part. The worst experience ever and they could not have dealt it with any worse! Upon arrival at the resort from a neighbour resort TRS coral where we stayed for the 1st half of our honeymoon. (A real 5 star resort & customer service) anyways it took 2 hours to check in and after checking in they gave us the wrong room on 2 occasions and eventually after 4 hours of arrival at the resort we got the room sorted! After few hours we turned the water on in the bathtub it came out with yellow liquid(see pics) and same with the showers and toilet! It smelt and looked like urine! We called the management and they send out a guy to check and after 20 mins he said let the water run and it be fine. It did not get flushed and instead become worse. We complained to the manager and she advised that she won’t change the room as that is normal for her as she lives in the resort and the other room would be the same!
The worst experience with manager Daniella stating that she is aware about the yellow urine water which now I can see from other reviews on here. I would not recommend staying at this resort at all unless u feel safe showering in yellow urine water. (See the pics to judge yourself)
Beside the issue they would not refund our money to leave the hotel or even check out!
The room service and food is very very poor takes more than 2 hours for room service to arrive. The pools are freezing and dirty filled with glass and litter!
The WiFi does not work so most times you can’t order room service or any of the services.
The restaurants are worse the McDonald’s! Only 1 restaurants open a night which is not really a choice!!
They could not have done anything else to make it worse to be honest! Poor communication rudeness and lack of skill clearly! To top it off a arrogant and rude manager Danielle that has no clue of what she doing and how to handle her role!
I would recommend stay at TRS coral bit more on the price but 100x better in every aspect to planet Hollywood!
Only good point would be the service from guest service viri & Marco.
Bloody clowns! Not safe at all to stay here!
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Date of stay: February 2021Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from General Manager, General Manager at Planet Hollywood Cancun, An Autograph Collection All-Inclusive Resort
Responded 27 May 2021
Dear sunnyy Thank you for your review and I can assure you that I have carefully considered your comments. I am truly very sorry that we did not fully meet your expectations when it comes to the pricing and value of the hotel. We are dedicated to our guests and ensuring their experience is the very best. For sure, is not the level of service we strive to provide to our guests; Trusting that you will give us another opportunity to welcoming you back to the resort. PHabulous Regards Jonathan Iriarte General Manager
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June 23 - 28, 2021 3 adults 3 teenage boys, 2 rooms, booked in March, couldn't get in same building. What's App for Star Class download before you go, only way to access assistant. 1 breakfast restaurant. Guy's burgers = DELICIOUS! Steak house & Italian were very good. Activities listed on TV only (heard from a guest) but yoga at pool in afternoon, too hot. Activities were very lacking. Flow rider - star class got 3 tickets for 3 ppl in our room, paid $20 for each additional. What's App you reserve your restaurants this way from 9 am to 3 pm, if you can't we found out the very hard way that at Star Class Lounge get there before 9 am and they will reserve for you. Hans & Thania at guest relations act like they are helping you but they did absolutely nothing to assist but waste hours of our vacation sitting in the lobby. Thania told us we had Mexican Restaurant reservations that she just reserved for us, go to Mexican, no reservation, went & got her to have her & Jorge discuss, both said the other was lying. Jorge said we could wait in line like the 30 ppl ahead of us. First day, toilet did not flush in our room, did get fixed. WE had no hot water in the shower no matter if it was 6 am or 1130 pm. Had to ask for towels, repeatedly so just took from the pool. Had turn down service 1 night. They came at 1030 pm one evening to do it. Service was average. Steakhouse average, Italian was delicious as were the burgers at Guy Ferrari's. Lunch buffet at Shore was ok. Only 1 breakfast restaurant for entire resort its buffet so waited in line for an hour. Views were gorgeous from the Star Class Pool. There was a pool side restaurant there that was decent. Not many used the beach, sand was soft, yes there is seaweed but just step over it, they did clean it up daily. We didn't get in the ocean as there were several storms looming in the distance so red flag. Ameristar rep was no help. Ceiling fan in room was very nice.
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Date of stay: July 2021
Rooms
Cleanliness
Service
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Response from General Manager, General Manager at Planet Hollywood Cancun, An Autograph Collection All-Inclusive Resort
Responded 4 Jul 2021
Dear Tony I appreciate all the feedback and respective comments for your recent experience. Your points are very important for us, and we read them in detail in order to take actions and fix this points you consider for improvement. It is important to temar the Personal Agent or Virtual Agent feature for Star Class guests is according the room category you booked. Thank you for your visit and stay at Planet Hollywood Cancun. Star Regards Jonathan Iriarte General Manager
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We had a rough start to our 10 day stay, which Vanessa tried to made right by moving us to another room on day 5. She also assured me that I could reach out to her via text anytime and that It would be her pleasure to assist me through my stay, I’ve since sent her 2 texts and both have gone unanswered. I guess once I removed my last review, she felt it was no longer necessary to bother with me. Oh well. I will still give as honest a review, based on my experience, leaving out the first part, because it was made right.
In my opinion, I just don’t feel that PH has the sufficient amount of staff to accommodate the number of guests, which means we aren’t provided the service we require and have paid for. I could go on and on about the minor flaws and unfinished projects they have going on all over the resort, but it didn’t bother me as much as it would someone with small children.
Some of the staff were extremely rude, however most of them were outstanding. I wish I could name them all! Based on this, they could all use some training on how to treat guests and the fact that we’re paying for more than food, drink and a place to sleep, we’re paying for the whole experience! Which brings me to the shows! They were all fantastic! Something new from all of the other places I’ve stayed, which was refreshing.
The food. We enjoyed Braza very much and Tapayaki, as well as the buffet. The rest of the restaurants were just ok. The pizza at the Italian place was good and the burgers are Guys were good too. The drinks were all very good! Service by the pool was slow, but the guys were all very friendly, hard working and accommodating!
Lastly, after 2 days of arriving to our un made room, our room was supposed to get cleaned every day at 11, that was the “arrangement” but housekeeping would come at 8 or 8:30 every morning and knock on the door, despite the sign on the door asking not to be disturbed. We’d leave by 10 and come back by 5 and the room was still not clean. So if you miss the knock, you have to call, you’re out of luck, don’t bother hanging the sign! Very strange. Also, room service food is left in the hallway for hours. At one point, it was blown away by the wind and my husband had to clean it up himself.
We’ve spoken to many dissatisfied guests on this trip and have heard many complaints in restaurants and at the pool. I’d also like to note that they are NOT consistent with COVID regulations here. They are seating people next to each other at the hibachi restaurant, everyone is touching exiting at the buffet, sometimes they take your temperature and sometimes they don’t, some people wear masks and others don’t, despite the signs everywhere.
Overall, it’s a beautiful resort, great place for families, but be aware the certain activities are an extra charge, and there is a divide between the family side and the adult side, including 2 restaurants Braza and Catch, that do not allow children and surcharge an extra $20 if you are not on the adults only side of the hotel.
I would come back once they’ve had time to iron out the kinks and finish this place!
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Date of stay: March 2021Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from General Manager, General Manager at Planet Hollywood Cancun, An Autograph Collection All-Inclusive Resort
Responded 2 Apr 2021
Dear GalFormChicago Thank you so much for your feedback on our hotel. Let me express gratitude for your taking the time to write about your stay at the resort. Please be sure that all your observations have been noted and will be passed along to the respective department manager, including me. We look forward to welcoming you soon in our hotel PHabulous Regards Jonathan Iriarte General Manager
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We have just returned from 11 day trip. We traveled as party of 3 adults 3 children staying in two rooms. In the 11 nights we stayed we ate 95% time in the one buffet this is because unless your star class you can’t book any reservations apart from the Japanese restaurant. You can however stand around and wait for an hour to get into the restaurant you would like. Adults with young children will understand that’s just not an option. I did complain about this at guest services. The best I got was that as a good will gesture they can book me a table as a one off at 9pm. I have young children so again wasn’t an option.
Pros- Rooms are nice and modern (I’m not sure if their supposed to be cleaned daily I think ours was cleaned 8 times in the 11 days but sheets wasn’t changed at all) Mini fridge was stocked most days not every day with soft drinks l, water and beer
Plenty of drink options nice cocktails and no ques for the bars around the resort
Kids club staff especially Rosie was great with my daughter. Even when no other children was there Rosie always made her feel welcome.
Cabanas are worth the 129usd in my opinion. Staff look after you very well out waiter was Antonio who was always checking how we were
Cons-
Restaurants was the worst thing for me. Eating at the one buffet got really repetitive after a week. Some food was really cold some wasn’t
Evening entertainment for children was non existent. Nor was there anything for rainy days for them.
The shops around the resort was daylight robbery the prices were extortionate. Whispering angel rose wine (uk price £19, PH price 75usd). Potato chips x3 packets 25 dollars. Ten diapers 20 dollars
Location wise there’s nothing at all around you so if you like to walk around of site like we do it’s not for you. Taxis to downtown 75 dollars one way. Local buses are cheap not great with kids though.
Pools where absolutely freezing cold. I do think at least the kids splash pool should be slightly heated. My two year old would last ten mins before his lips turned blue and I’d need to get him out.
There’s no iron in the rooms just a steamer that doesn’t work and leaks water all over your clothes
No kettle. Which meant I had to warm up bottles of baby milk stood in the sink for 30 mins.
Overall I would say PH does not compare to some of the other 5* hotels in Mexico that we have stayed at. In fact iu doesn’t come close. I wouldn’t return to the hotel
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Date of stay: January 2022Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from General Manager, Director General at Planet Hollywood Cancun, An Autograph Collection All-Inclusive Resort
Responded 24 Jan 2022
Dear Becchih86 It is not always easy reading a review of one of our guests who left our premises unsatisfied or unhappy, but at Planet Hollywood Cancun knowing what our guests thinks is extremely important to us. We truly regret your negative experience of your stay and we are very sorry to read that we were not able fulfill your expectations. We appreciate you sharing all the aspect of your holiday as it opens doors to improvement. We hope you can give us another opportunity in the future to restore your confidence on our business. PHabulous Regards Jonathan Iriarte General Manager
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If you are wanting a nice peaceful family holiday this isn’t the hotel for you, extremely loud music at the pool which tbh didn’t bother us but it did other people to a point they moved pool’s, we are here with our 11 month old baby and there is actually nothing for him to do, myself and my husband have to take him back to the room for him to be able to play, The Jurassic splash park is far too big for him, if you want swings etc or any type of park you have to put them into the kids club obv I wouldn’t put my 11 month old baby in a kids club! We paid for star class and this means you have your own butler, after messaging through what’s app several times to book restaurant reservations and not having 1 reply I gave up and just booked them myself through reception. People coming back from night time entertainment don’t have any respect for other people who may be sleeping, 3 o clock in the morning my family were woken up from people being so loud, I’m certainly not one to ruin other peoples fun but just have respect. I do have to mention the star class pool (Family side) staff are so helpful and can’t do enough for you, Gabriella and ‘speedy Gonzales’ (not sure on his real name) were something else when it came to service they couldn’t do enough for you and just coming to check we are ok throughout the day. Drinks I wouldn’t say are the best some days they’re good some days they’re warm.
The rooms are damp, our bedding was actually damp we’re unsure why this is? Dirty water comes out of the tap/shower so be careful when brushing your teeth or showering.
The main buffet of a night is lovely I don’t think you can go wrong with finding something to eat my son WAS the fussiest eater but since being here he seems to like anything, again the service is amazing.
The Indian I wouldn’t rate it In fact I left my meal and us as a family LOVE Indian food.
Steak house - I think we may have ordered the wrong steak as there is always a queue from 5pm (opens at 5.30).
Teppanyaki - amazing show amazing food, cater to your needs!
The Mexican I actually don’t no what they serve as what me and my husband had was horrendous but service was great which is a shame we’re in Mexico and the Mexican food was poor!
We rented out a cabana for the day near the pool side and it was amazing it felt so private and to have your own space near the pool was lovely, the pool is only small but again our son loved it as the water warmed up pretty fast, the service was amazing and our fridge was filled up on request!
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Date of stay: March 2022Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from General Manager, Director General at Planet Hollywood Cancun, An Autograph Collection All-Inclusive Resort
Responded 2 Apr 2022
Dear Elizabeth Thank you for share your feedback abot your recent stay at Planet Hollywood Cancun. First of all, thank you for the positive comments about our food and service. I read carefully your words and noted your vacations does not met up your expectations but you can be certain that all your comments will be taken into consideration in order to improve the guests' experience. We hope to give us an opportunity to return to our resort in the future and have another great vacation. Star regards Jonathan Iriarte General Manager
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We just returned from our trip and wanted to leave our honest review. This resort is advertised as a 5-star resort and the price tag reflects that, however, I wouldn’t rate it past 3 star resort. First of all, this resort is pretty new, opening just last year, however there is some obvious maintenance issues that can be observed throughout the resort. Some examples we observed during our stay where light fixtures not working properly in rooms and throughout part of the resort, water leakage inside one of our rooms, tiles from walls and floors separated and falling off throughout the resort, mold issues inside showers and bathrooms, elevators sometimes don’t work properly, etc. Inside of rooms have a humidity & mold issue which several people have had to deal with. Sheets and floors often feel wet and guests are left with having to find creative ways to keep their rooms from damping up by packing DampRid, keeping the rooms uncomfortably cold, or tricking the AC to stay on while not physically inside by taping plastic bags near motion sensors to prevent AC from shutting off. We had to be moved three times within our first two days there due to humidity and maintenance issues, which did not leave us with a very good impression. The food was ok, but nothing special. There’s a good variety of cuisines, but I wouldn’t personally rave about any particular one. Entertainment is ok, with daily activities and themed nights, but they left much to be desired. The night club plays mainly techno music each night and doesn’t really have a variety of genres or themes and was geared towards one particular demographic, which got boring after the first couple of times there. Live Latin music by the main pool was very nice and we looked forward to it anytime it was available, which was twice the week we were there. The beaches are beautiful, not crowded at all and very well kept. There’s never a big issue finding available seating by the pool or beach. Fresh towels were always available and servers go around replenishing drinks all day. The Fast Driver experience was our favorite part of our stay there. Theres not a-lot to do near the resort and everything is between a 30min to 1.5hr drive and the roads leading up to the resort are not very good. The staff is the only part of this resort that make it a pleasant place to stay at, despite all the other issues. However, I would not rate this as a 5 star resort and would not return or recommend this resort to any of my friends or family. For the money spent, we would’ve been better off somewhere closer to the hotel zone in Cancun or south of there towards Playa del Carmen.
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Date of stay: July 2022Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from General Manager, General Manager at Planet Hollywood Cancun, An Autograph Collection All-Inclusive Resort
Responded 19 Jul 2022
Dear Sty S For us it is hard to read the feedback about your recent stay at Planet Hollywood Cancun and we noted your vacations does not fullfill your expectations, rest assured that all your comments will be taken into consideration and the discussed with the staff in order to offer a better customers' experience. All the options for improvement are well received. We hope to give us an opportunity to return to our resort in the future and hoping to change your perception around. Star Regards Jonathan Iriarte General Manager
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Most of the people we encountered had similar experiences with this resort. It’s a beautiful place with good food and kind workers throughout. But there are also a ton of flaws. Rude employees are a common theme, as well as lack of communication and accountability. Seems like most of our issues were either brushed off or not properly addressed. We wanted to give as much slack and courtesy to the workers as possible, (covid messed with everyone) but our patience was slowly beaten down over the course of the week with inconsistent service and sometimes just complete lack of structure. “Guest services” ended up wasting more of our vacation time than actually helping, as there was usually a massive line and only one employee, (again not the employees’ fault just a lack of management/staff). We were also charged at the end of our stay with two daily “sanitation” charges, even though we didn’t have our room cleaned everyday, and isn’t this usually an included service of a hotel? Let alone an all inclusive. Overall it was a decent experience but put both of us off from booking a Planet Hollywood stay in the future.
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Date of stay: May 2021Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from General Manager, General Manager at Planet Hollywood Cancun, An Autograph Collection All-Inclusive Resort
Responded 28 May 2021
Dear E4309Rladamf Thank you for your comment. We apologize for not reaching your expectations. Your opinion as well as all of our guests are important to us as it brings us opportunity for improvement. Thank you again and we hope to welcome you again, hoping in the near future. Kind Regards Jonathan Iriarte General Manager
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There are more places to choose from in the Punta Sam area.
PRICE RANGE
€300 - €467 (Based on Average Rates for a Standard Room)
LOCATION
MexicoYucatan PeninsulaQuintana RooCosta MujeresPunta Sam
NUMBER OF ROOMS
648
Prices are provided by our partners, and reflect nightly room rates, including all taxes and fees known to our partners. Please see our partners for more details.
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Does Planet Hollywood Cancun, An Autograph Collection All-Inclusive Resort have airport transportation?
Yes, Planet Hollywood Cancun, An Autograph Collection All-Inclusive Resort offers airport transportation for guests. We recommend calling ahead to confirm details.
