Planet Hollywood Cancun, An Autograph Collection All-Inclusive Resort

Jen Dumitrescu

This property is not a 5-star hotel and should be listed more accurately. The rooms are basic and dated, with décor that feels tacky rather than upscale. Amenities are extremely minimal—one bar of soap and hand cream—which is more in line with a Holiday Inn than a 4–5 star resort. Nearly everything felt like an upsell, including the in-room alcohol dispenser charging $40+ per bottle. In an all-inclusive resort, this is especially inappropriate. If alcohol isn’t included in the room, remove the dispenser rather than advertising it. We completed online check-in in advance, which required multiple emails with the concierge to even make it work. Despite this, in-person check-in was still slow and inefficient. A $200 room deposit is required, along with a $125 fee for a lost wristband. This felt excessive and out of place for a hotel positioning itself as luxury. I’ve stayed at many true 5-star hotels and have never encountered this. It creates the impression that guests are assumed to be careless. Food and allergy handling was another major issue. While the hotel provides allergy cards for celiac guests, execution is poor. We waited over an hour for gluten-free pasta at the Italian restaurant. Gluten-free pizza was repeatedly said to be unavailable at the takeaway window, yet could be made inside—with another hour wait. Expecting kids to wait that long for food is unreasonable, especially for a common allergy. I’ve been to Cancun three times in recent years and stayed at genuine 5-star resorts without getting sick once. On this trip, I was unwell most of the time. The beach is beautiful, but the resort is far from Cancun where most excursions depart. Pool seating is extremely limited unless you arrive very early. There are no included water activities, unlike comparable resorts. Restaurant reservations are difficult to obtain unless you’re willing to eat at 9:00 p.m. Even checking into restaurants or the buffet often took far too long due to manual room verification—this should be handled by scanning wristbands. During one of the busiest weeks, one of the only non-buffet lunch restaurants was closed for a private event, without an alternative opened for guests. Hundreds of paying guests were left with fewer dining options than promised. If you’re a light sleeper, be aware that hallway noise echoes heavily due to slamming doors—earplugs are necessary. This hotel does not meet the standards expected of a Royalton or an Autograph Collection property. Marriott Bonvoy should seriously reconsider its classification.

John Smith

To start with we arrived at the hotel which looks grate the first night was ok but the bed/bed linen was damp! But we were tired as travelling with a 8m old is exhausting work so we just put towels down on the bed and slept. Second morning Upon closer inspection, we found a dead cockroach in the cupboard where the coffee machine and cups were. Then we pulled the bedding off so that it would be changed there were dead lice type insects stuck in the mattress protector. As unpacking the suitcases and hanging clothes in the cupboards we noticed they were also wet with actual water running down the inside and all over the shelf units. The shower had absolutely no pressure atall which realy made it hard to wash hair and also wash the baby along with this the shower was also not properly cleaned before we entered the room. (Not blaming the cleaners as they are clearly over worked) We did call reception and they did send a team to come and clean the room again but it shouldn’t be this way after paying £7300 for a holiday. We got a dehumidifier for the room but it didn’t do much for the size of the room there was always a awful damp smell everytime you returned to the room and bed always felt wet which is not what you expect from a so called 5 star resort and when you have a young baby laying in those conditions your constantly worrying about them becoming ill which is what ended up happening to my baby she came down with a awful mucas cough,runny nose etc which also put a dampener on the holiday. All the pools / lazy river were so so cold even the kids pool which wasn’t deep was so cold which again ruined the holiday as I couldn’t put baby in the kids pool or the adults pool and obviously couldn’t get in the pool myself as I wouldn’t leave her unattended. There are no where near enough sunbeds/loungers/chairs or umbrella around the pool for the amount of guests and even at the pool bar there were only 3 tables which again was agony in 27 degree heat having to try and find somewhere to sit with baby. The waiters and bar staff hotel staff and cleaners were amazing very polite and well mannered which was lovely and even nicer if you gave a tip. The location isn’t grate if you like to go out and about and explore on holiday. Where the hotel is located you can’t walk out and there isn’t anything near buy to get to cancun it’s a 40min Uber ride. We were not made awear of this when booking we were told we were 5 miles from the centre which isn’t true your 5 miles away from the entrance point of Costa mujuras which is just a long road with hotels that you couldn’t walk outside of as it’s just a long long road with nothing around. The beach is lovely warmer than the pools. The food is absolutely terrible first night we arrived I asked for a well done burger in the buffet and waited for them to cook it infront of me it looked cooked on the outside and I waited about 15 mins so thought it should of been done when I finally got back to the table the burger was completely raw inside! The food in sutra the Indian was cold like properly cold and the chicken kebab was pink inside! I didn’t want to complain as I feel the staff are over ran as it’s a big complex with a lot of guests and it’s allways the little people having to deal with the problems. The Italian restaurant on site was ok but even the main courses were so small like starter size and the food wasn’t grate but it was hot. The guys burger was ok but again a portion of fries consisted of around 8/10fries and your waiting atleast 30 mins for an order. Wouldn’t recommend the buffet food atall and so many people on the holiday said the same thing. To top it off when getting ready to leave for the airport the next morning we discovered that the cleaners had damaged our clothing with bleach! The hotel did reimburse us for the damaged items but only after a debate and proof of purchase which luckily we had as they wanted to offer $100 of PH vouchers to spend in there shop. Personally I didn’t enjoy the hotel atall!

Eric Walker

We thoroughly enjoyed our time at the Planet Hollywood resort in Cancun. There were 11 of us in our group and we all thought it was one of the best resorts we have been to. Food was great! Everything was clean and there was plenty to do. Beach area is beautiful and plenty of pools and bars to help you relax. Highly recommend!

Nicholas Cherry

Thank you to the Team at Planet Hollywood for accommodating our needs and especially very conscious of allergies. Hotel staff, and guest services are amazing. Osiris in the check in was so amazing and helpful, she arranged so much for us! Roger was our concierge, he went above and beyond to help me make a special day for my birthday, along with other staff members for the Guest Service, Diana helped with allergy request and made a special cake for my girlfriend on her birthday. Antonio by the pool was fantastic, always had a smile on his face and high energy! Few staff within the restaurants that we really appreciated their services: Alejandro & Falcon in EAST teppanyaki were great! & Gamma made the best martini’s Overall would highly recommend planet Hollywood cancun, we stayed on the adults side and were very pleased with the room, food and service. Above all we had a great time and can’t wait to come back

Jose Foncerrada

The hotel needs lots of maintenance, rooms look old and things don’t work. I had to move from room twice (three different rooms in total). Got cockroaches in the first one and the AC broke in the second one. The front desk took hours to resolve the issues, I report my ac broken at 10pm and they move my family to another room at 1:30am, I still don't understand why they took forever, the first moved took even longer but it was during the day at least. The ethernet was very bad, the first room didn't have ethernet, the other two and the rest of the hotel, the ethernet was very slow. They charged for the end of the year party, they had a free party at the main theater but you needed to pay if you want a seat. They had activities on the app that they didn't exist, when I ask about a silent party that the app was showing and we couldn't find they told me at costumer services that I shouldn't trust the app because they sometimes change the activities and don't update the app. There were long lines to get food or drinks, it was like trying to get on a ride at Disney. Other than the people at costumer service, everybody was great, the food was amazing and the drinks were great. also the front desk was bad (except Alex, he was great). Thonly from costumer service tried to do things right and offer me a lot of perks, but that was my last night around 6pm, and I had to do the check out at 12pm the next day. most of the perks included activities on the water, so I had to wake up very early next day to be able to use them so I declined them. I asked them if they could give me the opportunity to stay in the hotel until 5pm so I could use the perks, but they say I could stay in the hotel until 5pm but I still had to leave my room at 12pm. I told them I wasn't leaving all wet with two kids at 5pm and they still told me they couldn't give me a late check out. Overall, I had fun but I will never return to a PH property anywhere or any hotel part of the same group.