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Reviews of Planet Hollywood Adult Scene Cancun, An Autograph Collection All Inclusive Resort - Adults Only

4.5 out of 5
Planet Hollywood Adult Scene Cancun, An Autograph Collection All Inclusive Resort - Adults Only
Carretera a Punta Sam, SM006 MZA2 Lote 7, 08 Zona Coster Zona Continental, Costa Mujeres, QROO

Reviews

7.6

Good

Rating 10 - Excellent. 185 out of 404 reviews" "
Rating 8 - Good. 72 out of 404 reviews" "
Rating 6 - Okay. 52 out of 404 reviews" "
Rating 4 - Poor. 46 out of 404 reviews" "
Rating 2 - Terrible. 49 out of 404 reviews" "

8.6/10

Cleanliness

8.0/10

Staff & service

8.0/10

Amenities

8.4/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

10/10 Excellent

Magdalena

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Me encanto el lugar, en especial los empleados,
Stayed 5 nights in Apr 2024
Response from Planet Hollywood Cancun on 4 May 2024
Estimada Magdalena, gracias por la puntuación perfecta. Estamos muy contentos de que haya podido experimentar el paraíso al máximo. Estaremos encantados de recibirle de nuevo pronto para más experiencias PH.

6/10 Okay

Candida Giselle

Stayed 4 nights in Mar 2024
Response from Planet Hollywood Cancun on 5 May 2024
Dear Candida Giselle, thank you for your stay. We are sorry to note on your score that your experience did not met with your expectations, your contribution with your score and your feedback will empower our operations for upcoming guests.

10/10 Excellent

Melvin

Travelled with family
Liked: Cleanliness, staff & service, amenities
Need to update showers
Stayed 4 nights in Apr 2024

8/10 Good

Andres N

Travelled with partner
Liked: Amenities
This property could be better if the dinning options and quality were better food lacked in flavor and was very poorly prepared in some occasions the staff were nice and great. Resveration application never had any openings for dinner and the app could use an upgrade.
Stayed 6 nights in Apr 2024
Response from Planet Hollywood Cancjn on 30 Apr 2024
Dear Andres, thank you for sharing your recent experience. Our main goal is to create amazing experiences for all our guests during their vacation, we will keep improving our services so on your next visit you have an even more PHabulous vacation.

10/10 Excellent

Austin

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
There was no hot water in either shower.
Stayed 3 nights in Apr 2024
Response from Planet Hollywood Cancun on 29 Apr 2024
Dear Austin, thank you for the perfect scores and for your feedback. We will use your comments as a tool for improvement and will be glad to receive you once again soon for more PH Experiences.

10/10 Excellent

Harman

Liked: Amenities
Had a blast! Defs a resort to check out!
Stayed 4 nights in Apr 2024
Response from Planet Hollywood Cancun on 28 Apr 2024
Dear Harman, thank you for the perfect score. We are very glad you got to experience paradise to the max. We will be glad to receive you once again soon for more PH Experiences.

10/10 Excellent

Eileen Gerri

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Overall an excellent stay at planet hollywood cancun adult. We booked 2 junior suites, the rooms were lovely, clean and had nice views from the balcony. The food was great, but my one complaint is that they had just implemented the new app reservation system and it was not explained that you could only book one day in advance for dinner reservations during check-in. There were no reservations available so we went to concierge for clarification, the gentleman told us he wasn't that familiar with the app but that we probably wouldn't be able to secure any reservations for the week...unless we did the time share presentation...not cool. Once we found out (by going back to front desk) that you can only book one day ahead ...we were set, enjoyed the buffet for first two days and had no problems with securing future reservations (highly recommend Brava). We sometimes had to break up our party of 5 to secure a reservation but the restaurants were very accommodating and still sat us all together. The resort is beautiful and there is so much to do there that we were never bored. The beach area and pools were a lot of fun (although pools and lazy river water are quite cold). The gym is first rate, and the shows were entertaining. Highly recommend this resort - especially for families.
Stayed 4 nights in Feb 2024
Response from Planet Hollywood Cancun on 25 Apr 2024
Dear Eileen, thank you for the perfect score. We are very glad you got to experience paradise to the max. We will be glad to receive you once again soon for more PH Experiences.

8/10 Good

Nicholas Dominic

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Apr 2024
Response from Planet Hollywood Adult Scene Cancun on 25 Apr 2024
Dear Nicholas, thank you for sharing your recent experience. Our main goal is to create amazing experiences for all our guests during their vacation, we will keep improving our services so on your next visit you have an even more PHabulous vacation.

8/10 Good

Fabian

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Feb 2024
Response from Planet Hollywood Cancun on 23 Apr 2024
Dear Fabian, thank you for sharing your recent experience. Our main goal is to create amazing experiences for all our guests during their vacation, we will keep improving our services so on your next visit you have an even more PHabulous vacation.

10/10 Excellent

Dillon

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Apr 2024
Response from Planet Hollywood Cancun on 22 Apr 2024
Dear Dillon, thank you for the perfect score. We are very glad you got to experience paradise to the max. We will be glad to receive you once again soon for more PH Experiences.

10/10 Excellent

Robert

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Apr 2024
Response from Planet Hollywood Cancun on 22 Apr 2024
Dear Robert, thank you for the perfect score. We are very glad you got to experience paradise to the max. We will be glad to receive you once again soon for more PH Experiences.

10/10 Excellent

Melissa

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in Apr 2024
Response from Planet Hollywood Cancun on 19 Apr 2024
Dear Melissa, thank you for the perfect score. We are very glad you got to experience paradise to the max. We will be glad to receive you once again soon for more PH Experiences.

10/10 Excellent

Chad, McDonough

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Apr 2024
Response from Planet Hollywood Cancun on 19 Apr 2024
Dear Chad, thank you for the perfect score. We are very glad you got to experience paradise to the max. We will be glad to receive you once again soon for more PH Experiences.

2/10 Terrible

Tori

Travelled with group
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
The workers were amazing… but the hotel was dirty and outdated… the food by the pool was extremely limited and the restaurants were hard to get into without a reservation… the beach was beautiful but not enough chairs or umbrellas… the food wasn’t the best in the restaurants
Stayed 4 nights in Apr 2024
Response from Planet Hollywood Cancun on 9 Apr 2024
Dear Tori, thank you for sharing your score, it's very unfortunate to know that we did not fulfill your expectations. Our main goal is our guests satisfaction. This will help us improve our services, and hope in the future you will give us the opportunity to stay with us once again and change your perspective.

8/10 Good

Tomika

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The reason this property received 4stars instead of 5 is because of the food and having to use the app to reserve restaurants. Our entire stay I couldn’t get a reservation at any restaurant so you have to just show up besides that I had a wonderful time.
Stayed 3 nights in Apr 2024
Response from Planet Hollywood Cancun on 8 Apr 2024
Dear Tomika, thank you for sharing your recent experience. Our main goal is to create amazing experiences for all our guests during their vacation, we will keep improving our services so on your next visit you have an even more PHabulous vacation.

10/10 Excellent

Ambri

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I loved absolutely everything about my stay! I will definitely be returning!
Stayed 5 nights in Mar 2024
Response from Planet Hollywood Cancun on 26 Mar 2024
Dear Ambri, thank you for the perfect score. We are very glad you got to experience paradise to the max. We will be glad to receive you once again soon for more PH Experiences.

10/10 Excellent

Kristina

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
We liked the restaurants and buffet. Entertainment was fun. Service at the pool was great!
Stayed 5 nights in Mar 2024
Response from Planet Hollywood Cancun on 25 Mar 2024
Dear Kristina, thank you for the perfect score. We are very glad you got to experience paradise to the max. We will be glad to receive you once again soon for more PH Experiences.

4/10 Poor

GURENDER

Travelled with family
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service, amenities
Dining is shut while you are there,food is not good.Reported a suspected theft of I pod( gave them the location).
Stayed 5 nights in Mar 2024
Response from Planet Hollywood Cancun on 25 Mar 2024
Dear Gurender, thank you for sharing your rating, it is very unfortunate to know that we did not meet your expectations. Our main goal is the satisfaction of our guests. This will help us to improve our services, and we hope that in the future you will give us the opportunity to stay with us once again and change your perspective.

10/10 Excellent

Ryan

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property was fantastic. Staff were always nice and working quickly to help everyone, the facilities were clean and updated, the dining options were incredible especially the Brazilian steakhouse. Axel over at the adult scene pool bar made our trip a blast, by far the hardest working and our favorite bartender.
Stayed 6 nights in Mar 2024
Response from Planet Hollywood Cancun on 17 Mar 2024
Dear Ryan, thank you for the perfect score. We are very glad you got to experience paradise to the max. We will be glad to receive you once again soon for more PH Experiences.

8/10 Good

Tammy

Stayed 5 nights in Feb 2024
Response from Planet Hollywood Cancun on 5 Apr 2024
Dear Tammy, thank you for sharing your recent experience. Our main goal is to create amazing experiences for all our guests during their vacation, we will keep improving our services so on your next visit you have an even more PHabulous vacation.

8/10 Good

Amelia

Liked: Cleanliness, staff & service, property conditions & facilities
The food and cleanliness were very good. I was. It aware it was the same property as the “non-adult” option and that all the entertainment and food options would be shared. If you want to be at an adults only option, I wouldn’t suggest it.
Stayed 4 nights in Mar 2024
Response from Planet Hollywood Cancun on 14 Mar 2024
Dear Amelia, thank you for sharing your recent experience. Our main goal is to create amazing experiences for all our guests during their vacation, we will keep improving our services so on your next visit you have an even more PHabulous vacation.

10/10 Excellent

KIRSTEN

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was nicd
Stayed 5 nights in Feb 2024
Response from Planet Hollywood Cancun on 13 Mar 2024
Dear Kirsten, thank you for the perfect score. We are very glad you got to experience paradise to the max. We will be glad to receive you once again soon for more PH Experiences.

6/10 Okay

Jodi

Travelled with family, Travelled with partner, Travelled with group
Liked: Cleanliness, staff & service, amenities
Restaurants were hard to get reservations for. Coors beer was hard to get our hands on. Everyone who works at the place was amazing and goes out of their way, besides when we paid for a cabana. With paying for the experience it didnt feel like we got anything extra besides the building. Did a swim out room that was amazing, building 15 was awesome to get everywhere fast. Food was quality. Check in and out was flawless
Stayed 6 nights in Feb 2024
Response from Planet Hollywood Cancun on 17 Mar 2024
Dear Jodi, thank you for your stay. We are sorry to know that your experience did not met with your expectations, your contribution with your score and your feedback will empower our operations for upcoming guests.

10/10 Excellent

Ben

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Feb 2024
Response from Planet Hollywood Cancun on 6 Mar 2024
Dear Ben, thank you for the perfect score. We are very glad you got to experience paradise to the max. We will be glad to receive you once again soon for more PH Experiences.

10/10 Excellent

Vivian, Bronx

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything
Stayed 5 nights in Feb 2024
Response from Planet Hollywood Cancun on 4 Mar 2024
Dear Vivian, thank you for the perfect score. We are very glad you got to experience paradise to the max. We will be glad to receive you once again soon for more PH Experiences.

10/10 Excellent

Jeffrey

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in Feb 2024
Response from Planet Hollywood Cancun on 4 Mar 2024
Dear Jeffrey, thank you for the perfect score. We are very glad you got to experience paradise to the max. We will be glad to receive you once again soon for more PH Experiences.

6/10 Okay

John

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
I'll write this as candidly as possible. My wife and I are in our early 50's, we booked Adult Scene swim-out and Star Class. This was our 5th all-inclusive stay. We thought for the most part the staff was excellent, our "butlers" were Damien and Fernanda, Damien consistently knocked it out of the park with great service and very prompt. Fernanda could have pushed our requests harder with housekeeping and bell boys. The restaurant staff generally did a nice job. The pool staff at the Adult Scene pool were excellent. The restaurants.... ugh. They were a mixed bag. Some meals were outstanding as was the service. We had two terrible meals, Braza specifically. Both the service and quality of the food were a mess. We had two experiences at Sunset Strip, one was excellent the other was a disaster. My steak arrived seared on the outside and raw on the inside, not even warm.So be prepared our experiences were either really good or we were walking out. Our mini-bar was only serviced when we requested, this was part of the star-class service. We were looking for a relaxing experience at the pool, all I can say is the DARTY starts @ 10am and goes to 6pm. It is not quiet nor is it relaxing, if that's what you're seeking. So be prepared. With all this, we would recommend Star Class. The reservations the "butlers" make ensure you walk right in and sit down. Would we go back? We may be more "excellence" people. We're planning another getaway this December with our Adult children.
Stayed 7 nights in Feb 2024
Response from Planet Hollywood Cancun on 4 Mar 2024
Dear John, thank you for your stay. We are sorry to know that your experience did not met with your expectations, your contribution with your score and your feedback will empower our operations for upcoming guests.

10/10 Excellent

Carisem

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Planet Hollywood was a great resort!
Stayed 3 nights in Feb 2024
Response from Planet Hollywood Cancun on 2 Mar 2024
Dear Carisem, thank you for the perfect score. We are very glad you got to experience paradise to the max. We will be glad to receive you once again soon for more PH Experiences.

10/10 Excellent

Kay

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Feb 2024
Response from Planet Hollywood Cancun on 27 Feb 2024
Dear Kay, thank you for the perfect score. We are very glad you got to experience paradise to the max. We will be glad to receive you once again soon for more PH Experiences.

4/10 Poor

Isabella

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Feb 2024
Response from Planet Hollywood Cancun on 27 Feb 2024
Dear Isabella, thank you for sharing your rating, it is very unfortunate to know that we did not meet your expectations. Our main goal is the satisfaction of our guests. This will help us to improve our services, and we hope that in the future you will give us the opportunity to stay with us once again and change your perspective.

6/10 Okay

Darrell

Travelled with partner
Disliked: Cleanliness, staff & service, amenities
For starters what is not explained is that the hotel requires a “credit card,” not a debt card, to hold on file; this is so they can automatically bill if you happen to buy purchase something that is not included. This was not mentioned during booking and caught me totally off-guard because I tend not to travel with my credit cards. The room - during booking I requested a Jr. King Swim-up Suite. Once we were took to our we saw that it was a Jr. Double Swim-Up Suite. We inquired about the difference and was told that this is all that was available. I was denied a refund of the difference or comp’d upgrade. The manager stated “the room is only a request and not a guarantee, and they reserved the right to modify a booking as needed”. We called Expedia to resolve this matter, however, the hotel manager refused to answer the call because it was after the business hours of 5 PM. We never received the room we requested or compensation during our stay. Lastly, the first night we seen creepy crawlers in our room; specially, a baby lizards and a few flying insects. Night 3 - upon returning from an all day excursion when we enter the bathroom, there were several cockroaches. Service - We requested the room to be serviced each morning and only received it one day during our stay. We were instructed to contact the concierge to get fresh washcloths and towels however doing so did nothing. Ultimately, we walked to the front desk to get enough fresh washcloths and towels for the duration.
Response from Planet Hollywood Cancun on 19 Feb 2024
Dear Darrell, thank you for your stay. We are sorry to know that your experience did not met with your expectations, your contribution with your score and your feedback will empower our operations for upcoming guests.

10/10 Excellent

Nicole

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved the lazy river and swim up bar!
Stayed 5 nights in Feb 2024
Response from Planet Hollywood Cancun on 13 Feb 2024
Dear Nicole, thank you for the perfect score. We are very glad you got to experience paradise to the max for the second time. We will be glad to receive you once again soon in your house in the Mexican Caribbean.

2/10 Terrible

Sierra

Travelled with family, Travelled with group
Disliked: Cleanliness, amenities
Honestly, you couldn't pay me to go back. Just take your money and flush it down the toilet, because that's what you are doing if you book this property. Dirty, no hot water, the food wasn't edible, the drinks were not only weak but you couldn't even get service on the property, and good luck trying to just ask for a bottle of water. The only time we received good food or service was when we paid extra for something. A cabana or an uncharge at a restaurant. The restaurants are open very weird hours and there was one day around 3pm or 4pm where we tried 4 different places and no one would give us food. The beach is beautiful but that's about all. I have stayed in hundreds of hotels and resorts and this is the worst one by far.
Stayed 3 nights in Feb 2024
Response from Planet Hollywood Cancun on 13 Feb 2024
Dear Sierra, thank you for sharing your score, it's very unfortunate to know that we did not fulfill your expectations. Our main goal is our guests satisfaction. This will help us improve our services, and hope in the future you will give us the opportunity to stay with us once again and change your perspective.

4/10 Poor

Lianna

Stayed 4 nights in Feb 2024
Response from Planet Hollywood Cancun on 25 Mar 2024
Dear Lianna, thank you for sharing your rating, it is very unfortunate to know that we did not meet your expectations. Our main goal is the satisfaction of our guests. This will help us to improve our services, and we hope that in the future you will give us the opportunity to stay with us once again and change your perspective.

10/10 Excellent

Neil

Travelled with partner, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Overall just a great place for a vacation
Stayed 3 nights in Jan 2024
Response from Planet Hollywood Cancun on 31 Jan 2024
Dear Neil, thank you for the perfect score. We are very glad you got to experience paradise to the max for the second time. We will be glad to receive you once again soon in your house in the Mexican Caribbean.

10/10 Excellent

Carissa

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This is our second time at Planet Hollywood. We had such a great experience the first time we came back. Star Class is worth the money. Dinner reservations are always taken care of and having a concierge for anything you need is great. We stayed in the adult scene side which we enjoy because our kids are grown and we can relax if we want. We still have access to the family side and all the restaurants there. We will be back again!!
Stayed 6 nights in Jan 2024
Response from Planet Hollywood Cancun on 28 Jan 2024
Dear Carissa, thank you for the perfect score. We are very glad you got to experience paradise to the max for the second time. We will be glad to receive you once again soon in your house in the Mexican Caribbean.

8/10 Good

Kayonna

Travelled with group
The over all stay was great outside of our room looking like it was a show room ( we didn’t have no cover to our lock or a room # on the door ) and i told them it was my 30TH bday upon stay they didn’t do anything for my bday we had a complimentary bottle of wine that i had to keep inquiring about & kept being told someone was bringing to the room i didn’t get it til my last night stay .. the food options were great , pools were clean & always something to do
Stayed 3 nights in Jan 2024
Response from Planet Hollywood Cancun on 27 Jan 2024
Dear Kayonna, thank you for sharing your recent experience. Our main goal is to create amazing experiences for all our guests during their vacation, we will keep improving our services so on your next visit you have an even more PHabulous vacation.

8/10 Good

Shiniqua

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything was beautiful!!!! The only problem for me is the food quality and taste….I ate at the burger joint for the best in option! Someone picked up my sunglasses, who ever did was not honest about turning them in to lost and found😡
Stayed 3 nights in Jan 2024
Response from Planet Hollywood Cancun on 24 Jan 2024
Dear Shiniqua, thank you for sharing your recent experience. Our main goal is to create amazing experiences for all our guests during their vacation, we will keep improving our services so on your next visit you have an even more PHabulous vacation.

10/10 Excellent

Brittney

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I enjoyed everything about this property , Especially the dining options.
Stayed 4 nights in Jan 2024
Response from Planet Hollywood Cancun on 23 Jan 2024
Dear Brittney, thank you for the perfect score. We are very glad you got to experience paradise to the max. We will be glad to receive you once again soon.

6/10 Okay

Kina

Travelled with partner
Not an all inclusive resort. Additional fees for everything. The staff’s quality of service is based on tips. Hotel staff are unaccommodating. You have to become irate or escalate an issue in order to obtain a resolution. Everything is no sorry we can’t do that unless you buy a star class package. The resort amenities close early. Example the pool closes at 7 pm all year, the restaurants and bars close by 6pm at the pool and 10 pm or 11 pm by the restaurants. The only late night atmosphere is the nightclub and sports bar that close at 2 am. The rooms have a musty/mildew smell. We had little black bugs with wings in room 15213 & 29211. Finally no bugs were found in room 12105. The AC was not functioning properly in rooms 15213 and 29211. Fortunately maintenance did come repair the unit. The Mexican restaurant and Steak House food was not good. Unless you pay for a star class experience, you are treated less than others on the resort. All top shelf drinks are for star class only. I don’t go on vacation to feel excluded from amenities. The baggage team lost one of our bags. Thank goodness we kept all our information and escalated it to management for assistance. The spa was great. Italian restaurant , Japanese hibachi, Indian restaurant, and So cal were good. Monday Mexican performance and buffet were good near the stage area. If you buy a swim out, you can’t enjoy your private pool late at night. Hotel security does not want you to make any noise after 11 pm.
Stayed 4 nights in Jan 2024
Response from Planet Hollywood Cancun on 21 Jan 2024
Dear Kina, thank you for your stay. We are sorry to know that your experience did not met with your expectations, your contribution with your score and your feedback will empower our operations for upcoming guests.

4/10 Poor

Janae

Disliked: Staff & service, property conditions & facilities
The rooms
Stayed 5 nights in Jan 2024
Response from Planet Hollywood Cancun on 16 Jan 2024
Dear Janae, thank you for your stay. We are sorry to know that your experience did not met with your expectations, your contribution with your score will empower our operations for upcoming guests.

4/10 Poor

Porscha

Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Stayed 4 nights in Jan 2024
Response from Planet Hollywood Cancun on 10 Jan 2024
Dear Porscha, thank you for your stay. We are sorry to know that your experience did not met with your expectations, your contribution with your score will empower our operations for upcoming guests.

2/10 Terrible

Brittany

Stayed 9 nights in Dec 2023
Response from Planet Hollywood Cancun on 10 Jan 2024
Dear Brittany, thank you for sharing your score, it's very unfortunate to know that we did not fulfill your expectations. Our main goal is our guests satisfaction. This will help us improve our services, and hope in the future you will give us the opportunity to stay with us once again and change your perspective.

6/10 Okay

Raul

Travelled with group
Liked: Cleanliness, amenities, property conditions & facilities
Taxi rates are way over priced , no convenience stores around the area to Buy munchies, bring your own seasoning for buffet food, basic commercial food. Hotel is clean and condition is good , staff okay, the servers are hungry for tips when tips are included in your rate as stated on the website. Otherwise hotel nice beach , nice pool. But too far from stores and the fun areas to go party or walk around.
Stayed 5 nights in Dec 2023
Response from Planet Hollywood Cancun on 8 Jan 2024
Dear Raul, thank you for your stay. We are sorry to know that your experience did not met with your expectations, your contribution with your score will empower our operations for upcoming guests.

6/10 Okay

jefferson

Travelled with partner
Liked: Property conditions & facilities
Well let say we booked this place cuz it say adult only And when we get there was not. We thing was going to be like a party hotel for adult Music all day and the pool bars and disco but was not Pool music stop 5 Drinks stop 5 The beach is ok but when u see kids around u if feel is not adult place .. So overall if u are adult over 50 this ur place if u have families we kids This is ur place .. If u are over 30 forget it don’t cuz u will be like I make a mistake like I did …..
Stayed 3 nights in Dec 2023
Response from Planet Hollywood Cancun on 8 Jan 2024
Dear Jefferson, thank you for your stay. We are sorry to know that your experience did not met with your expectations, your contribution with your score will empower our operations for upcoming guests.

10/10 Excellent

Animikh

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 6 nights in Dec 2023
Response from Planet Hollywood Cancun on 31 Dec 2023
Dear Animikh, thank you for the perfect score. We are very glad you got to experience paradise to the max. We will be glad to receive you once again soon.

2/10 Terrible

Denise

Travelled with partner
Disliked: Cleanliness, staff & service, property conditions & facilities
I recently had the unfortunate experience of staying at the Planet Hollywood Cancun Adult Scene, and I must say it was one of the most disappointing hotel stays I have ever had. From the moment we checked in, it was clear that this establishment did not meet the standards of a reputable hotel. First and foremost, the rooms reeked of mildew. The smell was overpowering and made it nearly impossible to relax or feel comfortable during our stay. It was evident that proper cleaning and maintenance were lacking, leaving us with an unpleasant and unsanitary environment. To make matters worse, the so-called "fresh towels and washcloths" provided to us were stained and looked as if they hadn't been properly washed. This lack of attention to cleanliness is simply unacceptable for a hotel claiming to provide quality service. The food at Planet Hollywood Cancun Adult Scene was a major letdown. The subpar quality and lackluster flavor left much to be desired. As paying guests, we expected a much higher standard when it came to the dining experience. Perhaps the most frustrating aspect of our stay was the rude customer service we encountered from Iver and Brandon, the Front Desk Managers. Their lack of professionalism and disregard for guest satisfaction was shocking. We approached them with concerns and instead of offering assistance or a solution, they treated us dismissively and even appeared annoyed by our complaint. This kind of behavior tarnishes the reputation of the hotel.
Stayed 4 nights in Dec 2023
Response from Planet Hollywood Cancun on 31 Dec 2023
Dear Denise, thank you for sharing your experience. It is very unfortunate to note on your score that we did not fulfill your expectations. Our main goal is our guests satisfaction. This will help us improve our services, and hope in the future you will give us the opportunity to stay with us once again and change your perspective.

10/10 Excellent

Reginald

Stayed 4 nights in Nov 2023
Response from Planet Hollywood Cancun on 21 Jan 2024
Dear Reginald, thank you for the perfect score. We are very glad you got to experience paradise to the max. We will be glad to receive you once again soon.

2/10 Terrible

Brittney

Liked: Property conditions & facilities
Disliked: Cleanliness, staff & service
Will not return
Response from Planet Hollywood Cancun on 13 Feb 2024
Dear Brittney, thank you for sharing your score, it's very unfortunate to know that we did not fulfill your expectations. Our main goal is our guests satisfaction. This will help us improve our services, and hope in the future you will give us the opportunity to stay with us once again and change your perspective.

8/10 Good

Nicole

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very nice place, more for families and children.
Stayed 2 nights in Dec 2023
Response from Planet Hollywood Cancun on 6 Dec 2023
Dear Nicole, thank you for sharing your recent experience. Our main goal is to create amazing experiences for all our guests during their vacation, we will keep improving our services so on your next visit you have an even more PHabulous vacation.