4 outdoor pools, pool umbrellas, pool loungers
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Reviews of Planet Hollywood Cancun, An Autograph Collection All-Inclusive Resort

4 out of 5
Planet Hollywood Cancun, An Autograph Collection All-Inclusive Resort
Carretera a Punta Sam SM6 MZA 2 Lot 7-8, Costa Mujeres, QROO

Reviews

7.6

Good

Rating 10 - Excellent. 300 out of 751 reviews" "
Rating 8 - Good. 183 out of 751 reviews" "
Rating 6 - Okay. 126 out of 751 reviews" "
Rating 4 - Poor. 65 out of 751 reviews" "
Rating 2 - Terrible. 77 out of 751 reviews" "

8.4/10

Cleanliness

7.8/10

Staff & service

8.2/10

Amenities

8.4/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

4/10 Poor

Herman

Liked: Cleanliness
Disliked: Staff & service
Stayed 3 nights in May 2024
Response from Planet Hollywood Cancun on 15 May 2024
Dear Herman, thank you for sharing your experience. It is very unfortunate to note on your score that your experience was not up to 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

Kristen Martin

Liked: Cleanliness, staff & service, property conditions & facilities
.
Stayed 7 nights in May 2024
Response from Planet Hollywood Cancun on 14 May 2024
Dear Kristen, it has been a pleasure to have you as our guest, thank you for your rating, we will use it to continue improving our operations and experiences for all our guests. We look forward to welcoming you again on your next vacation here at Planet Hollywood Cancun.

10/10 Excellent

suzel

Travelled with family and small children
Liked: Staff & service, amenities, property conditions & facilities
The buffet food, service and entertainment were excellent, the room was average. all the workers were very friendly.
Stayed 5 nights in May 2024
Response from Planet Hollywood Cancun on 12 May 2024
Dear Suzel, 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

Bassima Esbeyt

Stayed 7 nights in May 2024
Response from Planet Hollywood Cancun on 12 May 2024
Dear Bassima, we are sorry that your overall experience did not met with your expectations, your contribution with this score and comments will empower our operations for upcoming guests. Thank you for your stay.

10/10 Excellent

Melissa

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Ricky is an amazing butler!
Stayed 3 nights in May 2024
Response from Planet Hollywood Cancun on 9 May 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.

8/10 Good

Carolyn

Travelled with family and small children, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
For the amount of communication that was between the patrons and the butlers I would have liked to see information regarding the days the buffet was not available for dinner so we could make other arrangements in advance. The buffet could have more options for people with dietary restrictions, specifically gluten free options.
Stayed 7 nights in Apr 2024
Response from Planet Hollywood Cancun on 6 May 2024
Dear Carolyn, it has been a pleasure to have you as our guest, thank you for your rating and your comments, we will use them to continue improving our operations and experiences for all our guests. We look forward to welcoming you again on your next vacation here at Planet Hollywood Cancun.

10/10 Excellent

Ramon B Maldonado

Travelled with family, Travelled with family and small children, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great family experience for kids and adults! I would love to come back!
Stayed 4 nights in Apr 2024

6/10 Okay

Nicole

Stayed 2 nights in May 2024
Response from Planet Hollywood Cancun on 6 May 2024
Dear Nicole, we are sorry that your overall experience did not met with your expectations, your contribution with this score and comments will empower our operations for upcoming guests. Thank you for your stay.

4/10 Poor

Dijana

Disliked: Property conditions & facilities
Stayed 11 nights in Apr 2024
Response from Planet Hollywood Cancun on 5 May 2024
Dear Dijana, thank you for sharing your score. It is very unfortunate to note on your score that your experience was not up to 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.

2/10 Terrible

William

Disliked: Cleanliness, property conditions & facilities
Didn’t like anything
Stayed 4 nights in Apr 2024
Response from Planet Hollywood Cancun on 29 Apr 2024
Dear William, thank you for sharing your experience. It is very unfortunate to note on your score that your stay didn’t met your expectations, rest assured we will keep improving our experiences. 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.

2/10 Terrible

Shantise

Liked: Cleanliness, staff & service, property conditions & facilities
The food absolutely sucks … it was so terrible omg I didn’t eat In 4 days !!!
Stayed 3 nights in Apr 2024
Response from Planet Hollywood Cancun on 27 Apr 2024
Dear Shantise, thank you for sharing your experience. It is very unfortunate to note on your score that you experienced this, rest assured we will look deep into this. 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

Kuldeep

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This is not just a Great hotel in every sense but a paradise to chill and bond with family and friends. There is so much to do and so many activities happening in every nook and corner of the hotel that even a month of stay would be less. The food was great with multiple restaurants serving every cuisine from around the world. The staff was super friendly, most efficient and hard working showing no fatigue and always talking and greeting the guests. Great place where every guest feels like a star.
Stayed 3 nights in Apr 2024
Response from Planet Hollywood Cancun on 29 Apr 2024
Dear Kuldeep, 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

Lisbeth Maria

Stayed 3 nights in Apr 2024
Response from Planet Hollywood Cancun on 15 May 2024
Dear Lisbeth, 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

Satnam

Travelled with partner
Disliked: Staff & service, amenities
The information was misleading, the staff didn’t know anything, service was very slow
Stayed 7 nights in Apr 2024
Response from Planet Hollywood Cancun on 18 Apr 2024
Dear Satnam, thank you for sharing your experience. It is very unfortunate to note on your score that you experienced this, rest assured we will review our protocols, and specifically this incident. 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

Michael, Brooklyn

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Apr 2024
Response from Planet Hollywood Cancun on 18 Apr 2024
Dear Michael, 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

Angad

Disliked: Cleanliness, staff & service, property conditions & facilities
This property is by far one of the worst properties I ever had the unfortunate pleasure to visit for a wedding. The check in process was a NIGHTMARE. Despite being a Star Class guest, I was treated rudely and poorly. I arrived on the property at 8 AM and was made to wait till 3 PM to get a room. Even after being drenched in the rain did they not give me a room till 3. Whats worse is The check in staff kept telling me 15 minutes, 30 minutes and never gave me a clear idea of when the room will be available. Its such a poor resort to visit, I would save my money and spend it elsewhere. Room service takes an average 45-90 minutes even in the middle of the night. Thw only good part of the stay were the butlers, Fanni and Jessi from Starclass, otherwise it was one of the worst resorts I’ve ever been to.
Stayed 4 nights in Apr 2024
Response from Planet Hollywood Cancun on 15 Apr 2024
Dear Angad, thank you for sharing your experience. It is very unfortunate to note on your score that your expetations were not fulfilled. Our main goal is our guests satisfaction. We would like to mention that our stated check-in time is at 3:00 p.m. everyday. Regardless of this, you were able to use our facilities before this time. Your feedback 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

Heather

Travelled with family, Travelled with family and small children, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This was our first all inclusive trip to Mexico with our young son and it was amazing! We plan to come back. It has a kids menu that they can order from and is the same every where you go to eat. We have a picky eater who only eats chicken tenders and fries and some fruit so he did not starve lol The pools are amazing, with activities going on such as a foam party and silent disco etc. Lazy River is awesome. The cabana is a must do! It has a tv, private jacuzzi tub (it’s not heated, but it’s refreshing since it’s very hot outside), and they wait on you bringing you drinks and food the whole time. At night we saw a few shows outside such as a fire show, kids dance parties, and a carnival where they have acrobats and such. I recommend going to the steak house and Gusto’s. We can’t wait to go back!
Stayed 6 nights in Apr 2024
Response from Planet Hollywood Cancun on 16 Apr 2024
Dear Heather, 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

Susana

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
It was a great family vacation, many activities to do, the staff was amazing they really make it feel like home.
Stayed 4 nights in Apr 2024
Response from Planet Hollywood Cancun on 11 Apr 2024
Dear Susana, 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

Nicole

Stayed 3 nights in Apr 2024
Response from Planet Hollywood Cancun on 4 May 2024
Dear Nicole, thank you for sharing your experience. It is very unfortunate to note on your score that your stay didn’t met your expectations, rest assured we will keep improving our experiences. 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

Daniella

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Apr 2024
Response from Planet Hollywood Cancun on 11 Apr 2024
Dear Daniella, we are sorry that your overall experience did not met with your expectations, your contribution with this score and comments will empower our operations for upcoming guests. Thank you for your stay.

8/10 Good

Pang

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Apr 2024
Response from Planet Hollywood Cancun on 11 Apr 2024
Dear Pang, it has been a pleasure to have you as our guest, thank you for your rating and your comments, we will use them to continue improving our operations and experiences for all our guests. We look forward to welcoming you again on your next vacation here at Planet Hollywood Cancun.

8/10 Good

Susan

Travelled with family, Travelled with family and small children, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property and staff were incredible. Only reason this is rated a 4 opposed to a 5 is the dining options. PH requires reservations to most their restaurants and it ALL goes through their app. Problem is, you have to book your dinner reservation at 12:01am if you want a reservation. I selected this hotel because it’s super kid friendly and I was traveling with my child. To ask a guest to wake up at 12:01am in order to reserve a table for dinner is crazy, to say the least. I spoke with management who were all very kind but was not able to help remedy the situation. Therefore, we ate at the buffet most nights which was frustrating because I paid to enjoy all the restaurants.
Stayed 4 nights in Mar 2024
Response from Planet Hollywood Cancun on 2 Apr 2024
Dear Susan, it has been a pleasure to have you as our guest, thank you for your rating and your comments, we will use them to continue improving our operations and experiences for all our guests. We look forward to welcoming you again on your next vacation here at Planet Hollywood Cancun.

4/10 Poor

Kathryn

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Amenities
Lack of shows/entertainment at night. The “shows” were not really shows just people dancing with no real rime or reason. The food was ok, not great.
Stayed 4 nights in Mar 2024
Response from Planet Hollywood Cancun on 30 Mar 2024
Dear Kathryn, thank you for sharing your experience. It is very unfortunate to note on your score that you experienced this, rest assured we will review our protocols, and specifically this incident. 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

Mathieu

Travelled with group
Liked: Cleanliness
Disliked: Staff & service, property conditions & facilities
Expedia didn't book what we were supposed to have with the hotel. We should have done our reservation ourself. Service wasn't great. We had room service, but never showed up. Beach is beautiful
Stayed 3 nights in Mar 2024
Response from Planet Hollywood Cancun on 25 Mar 2024
Dear Mathieu, thank you for sharing your experience. It is very unfortunate to note on your score that you experienced this, rest assured we will review our protocols, and specifically this incident. 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

Peter

Stayed 7 nights in Mar 2024
Response from Planet Hollywood Cancun on 25 Mar 2024
Dear Peter, we are sorry that your overall experience did not met with your expectations, your contribution with this score and comments will empower our operations for upcoming guests. Thank you for your stay.

2/10 Terrible

Fatima, Toronto

Disliked: Staff & service, property conditions & facilities
Stayed 5 nights in Mar 2024
Response from Planet Hollywood Cancun on 23 Mar 2024
Dear Fatima, thank you for sharing your experience. It is very unfortunate to note on your score that you experienced this, rest assured we will review our protocols, and specifically this incident. 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

Tyler

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Planet Hollywood Cancun on 21 Mar 2024
Dear Tyler, it has been a pleasure to have you as our guest, thank you for your rating and your comments, we will use them to continue improving our operations and experiences for all our guests. We look forward to welcoming you again on your next vacation here at Planet Hollywood Cancun.

10/10 Excellent

EMIN

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
You never bored this hotel.
Stayed 1 night in Mar 2024
Response from Planet Hollywood Cancun on 19 Mar 2024
Dear Emin, 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

Colleen Ann

Travelled with family
Liked: Staff & service, amenities
The staff was the best part of our stay. Very friendly and helpful. Victor is awesome and Francisco at the pool and the beach was just a great addition to our stay. The hotel does have wonderful staff!!!!
Stayed 7 nights in Feb 2024
Response from Planet Hollywood Cancun on 9 Mar 2024
Dear Colleen Ann, it has been a pleasure to have you as our guest, thank you for your rating and your comments, we will use them to continue improving our operations and experiences for all our guests. We look forward to welcoming you again on your next vacation here at Planet Hollywood Cancun.

6/10 Okay

Catherine

Stayed 3 nights in Mar 2024
Response from Planet Hollywood Cancun on 6 Mar 2024
Dear Catherine, we are sorry that your overall experience did not met with your expectations, your contribution with this score and comments will empower our operations for upcoming guests. Thank you for your stay.

10/10 Excellent

Aman

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Feb 2024
Response from Planet Hollywood Cancun on 5 Mar 2024
Dear Aman, thank you for posting your recent experience, your perfect score reflects the PHabulous service provided buy our team. We will be glad to receive you once again very soon.

4/10 Poor

Trail

Travelled with family and small children
Liked: Cleanliness, property conditions & facilities
We were so disappointed with Planet Hollywood Cancun that we checked out earlier than expected and made reservations with another resort. We stayed at this resort over New Year's. We originally had made plans on staying at this resort for 6 nights, but after only 2 nights we knew that this resort was not meeting our expectations. After checking with Expedia about a refund, they told us since we paid the hotel directly that we would have to ask for the refund through them. The Expedia agent called the hotel front desk while we were at the front desk and said that it "shouldn't be a problem" since we issued out complaint with Expedia and the front desk and we shold be able to check out with a refund to come later. We officially checked out with the front desk and spoke with Alejandra Xaltenco. He told me that we would receive a credit back to our credit card within 10-12 business for the days we didn't use. I waited until mid-January and we never got the refund, and then Planet Hollywood sent us an email 4 days ago (almost 2 months late), stating that this was not "their policy" of issuing a refund. If the front desk had told me this I wouldn't had wasted my time now, nor at that time...I just would have dealt with it as a " bad experience". This resort will gladly take your money, but when it comes to a "good customer experience", they fell short. I would never spend my time or money based on bad communication and lack of follow-through on their end!
Response from Planet Hollywood Cancun on 4 Mar 2024
Dear Trail, thank you for sharing your experience. It is very unfortunate to note on your score that you experienced this, rest assured we will review our protocols, and specifically this incident. 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

Karen

Stayed 1 night in Mar 2024
Response from Planet Hollywood Cancun on 23 Mar 2024
Dear Karen, 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

Jeff L.

Travelled with family, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Really enjoyed the beautiful beach and our waiter on the beach,Eric was fantastic. Was disappointed when we were unable to get into the steakhouse for dinner, however the buffet was really good.
Stayed 8 nights in Feb 2024
Response from Planet Hollywood Cancun on 3 Mar 2024
Dear Jeff, it has been a pleasure to have you as our guest, thank you for your rating and your comments, we will use them to continue improving our operations and experiences for all our guests. We look forward to welcoming you again on your next vacation here at Planet Hollywood Cancun.

6/10 Okay

James

Travelled with family and small children
Liked: Amenities, property conditions & facilities
Disliked: Cleanliness
Roman was not clean, Italian restaurant was a disaster, and the service at a few of the bars was horrible, but overall the beach, pools, and attractions were quite good
Stayed 4 nights in Feb 2024
Response from Planet Hollywood Cancun on 3 Mar 2024
Dear James, we are sorry that your overall experience did not met with your expectations, your contribution with this score and comments will empower our operations for upcoming guests. Thank you for your stay.

10/10 Excellent

bryce

Stayed 6 nights in Feb 2024
Response from Planet Hollywood Cancun on 22 Mar 2024
Dear Bryce, 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

Andre

Travelled with partner
Disliked: Staff & service, amenities
Nice on the exterior once inside slow bad quality food also rooms are dated the room we had multiple days had blood bodily fluids broken elements also was talked into upgrading and nothing made a difference for the 380 usd we paid in addition to our normal room. Dinner took 1.5 hours multiple days and was also turnt away from restaurants in a all exclusive resort?
Stayed 5 nights in Feb 2024
Response from Planet Hollywood Cancun on 1 Mar 2024
Dear Andre, thank you for sharing your experience. It is very unfortunate to note on your score that you experienced this, rest assured we will review our protocols, and specifically this incident. 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

Rahim

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Feb 2024
Response from Planet Hollywood Cancun on 27 Feb 2024
Dear Rahim, thank you for posting your recent experience, your perfect score reflects the PHabulous service provided buy our team. We will be glad to receive you once again very soon.

4/10 Poor

Lech

Travelled with family
Liked: Cleanliness, amenities
Disliked: Staff & service, property conditions & facilities
We went on family vacation with 2 children and there was no bedding for them, ater visiting the service desk 3 times and around midnight someone dropped off 2 blankets so we could finally go to sleep. While checking out we did pay for all of our extra room charges, however back home we discovered another 300 charge on our credit card. We tried to contact the customer service at this resort to find out what are the charges are for and so far no luck. All restaurants at the resort are almost impossible to book reservations at and most of the time you walk by, those restaurants are half empty. Room was in rough shape and the very first minute I went back to service desk to report all of the damaged items in the room so it is not being blamed on us. I never rate one star and will do the same for Planet Hollywood. However our family will not stay at this property ever again. There is some positive things like nice beach and some of their stuff members, especially from the entertainment people. Not the worst but far from the best and my rating is 2 stars plus or 3 stars minus.
Response from Planet Hollywood Cancun on 22 Feb 2024
Dear Lech, thank you for sharing your experience. It is very unfortunate to note on your score that we did not fulfill your expectations and you experience issues during your stay. 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. If you need further assistance, do not hesitate to contact us on a private message.

10/10 Excellent

Albert

Liked: Cleanliness, staff & service, property conditions & facilities
Pretty looking resort.
Stayed 1 night in Feb 2024
Response from Planet Hollywood Cancun on 20 Feb 2024
Dear Albert, thank you for posting your recent experience, your perfect score reflects the PHabulous service provided buy our team. We will be glad to receive you once again very soon.

4/10 Poor

Robert

Travelled with partner
Disliked: Cleanliness, property conditions & facilities
Cockroach in shower. Staff sprayed room after cockroach ran up my leg and I showed them video. After telling numerous staff, not one even offered an apology or offered to move us. When they sprayed, they removed the drain cover in shower and left huge pieces of mold in shower. Had to demand room be cleaned again. Property was nice, restaurants were good but housekeeping was poor. Did not restock towels and any cups used in room were simply washed out in sink and put back as clean. Because we booked through Expedia, we were given a “special” bracelet and told it would give us discounts during our stay. No discounts were available and bracelet just seemed like a way for staff to know we booked through Expedia so they could keep asking “how our stay was”. Each time I explained about cockroach issue and they didn’t say a thing. Very disturbing situation and had to continuously check shower before going in. For having such a bad experience, I would expect at least an apology, especially after continuously showing staff the video of the cockroach. Would not recommend this property to anyone. Needs much better cleanliness. Property is not new. It was remodeled 6 years ago and when repainted, new paint was splattered all over. Don’t be fooled that it is a “new” property, because it is not. Local told me it formally was Planet Cancún and old. I submitted a review to property after checkout including our bug issue and still have not gotten a response.
Stayed 5 nights in Feb 2024
Response from Planet Hollywood Cancun on 11 Feb 2024
Dear Robert, thank you for sharing your experience. It is very unfortunate to note on your score that we did not fulfill your expectations and you experience issues during your stay. 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

Marcia

Travelled with family
Liked: Staff & service, amenities, property conditions & facilities
They were unclear of charges and holds
Stayed 3 nights in Feb 2024
Response from Planet Hollywood Cancun on 7 Feb 2024
Dear Marcia, we are sorry that your overall experience did not met with your expectations, your contribution with this score and comments will empower our operations for upcoming guests. Thank you for your stay.

10/10 Excellent

Kortney

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything about our visit was amazing we didn't even go outside the resort! One of our best vacations so far
Stayed 4 nights in Feb 2024
Response from Planet Hollywood Cancun on 6 Feb 2024
Dear Kortney, thank you for posting your recent experience, your perfect score reflects the PHabulous service provided buy our team. We will be glad to receive you once again very soon.

8/10 Good

Diana L

Travelled with group
Liked: Cleanliness, property conditions & facilities
I enjoyed the property. The food in the restaurants need some improvement
Stayed 4 nights in Feb 2024
Response from Planet Hollywood Cancun on 6 Feb 2024
Dear DIana, it has been a pleasure to have you as our guest, thank you for your rating and your comments, we will use them to continue improving our operations and experiences for all our guests. We look forward to welcoming you again on your next vacation here at Planet Hollywood Cancun.

8/10 Good

Namrata

Stayed 6 nights in Jan 2024
Response from Planet Hollywood Cancun on 21 Mar 2024
Dear Namrata, it has been a pleasure to have you as our guest, thank you for your rating and your comments, we will use them to continue improving our operations and experiences for all our guests. We look forward to welcoming you again on your next vacation here at Planet Hollywood Cancun.

4/10 Poor

Xenoulla

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
Where do I begin? Front desk staff can improve. Was treated like a criminal upon checking out! Didn’t appreciate the way they spoke down to me. My Uber arrived and we needed to get on our way in order not to lose our flight home. They insisted on sending us to the front desk to cut our bracelets…I asked if they could grab a scissors and do it on the spot since it was so important to them…they didn’t want to…forced us back in and threatened to not let us leave the grounds unless we went to reception to get them removed!! It ruined our trip! Additionally, I booked a massage and hydrotherapy…massage therapist was excellent but there were people literally walking me through every single bath/pool/shower…no privacy! Felt extremely self conscious…it was a male. Upon checking in, my room had broken mirror lights…I asked to get them fixed…it was a 1 hour ordeal! Room service forgot our order…waited 1.5hrs to get the food. Overall we are dissatisfied.
Stayed 1 night in Feb 2024
Response from Planet Hollywood Cancun on 4 Feb 2024
Dear Xenoulla, 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.

2/10 Terrible

John

Travelled with group
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
I was a guest at Planet Hollywood Cancun from January 25–February 2, 2024. At check out on the 2nd there was a charge on the final bill that was incorrect. It was for an excursion on Wednesday that I did not take. It had already been established on Wednesday that I would not be charged. When I refused to pay the disputed charge the clerk called over an instantly belligerent manager. There was no gradual escalation of our dispute. His plan A was to say that if I did not pay the charge he would prevent me from taking the shuttle to catch my flight and would hold me at the hotel against my will until I paid the charge. This certainly implied a physical threat. I recognized a second clerk who I had spoken to extensively on Wednesday. I told the manager that this second clerk was aware of the situation with the excursion and knew how it was supposed to have been resolved. It was only at that point that the manager agreed to speak with an employee at PH Experiences (the onsite tour company). The charge was eventually reversed (turns out I was right), but I could not get off that property quickly enough. I am a big guy, but I did not feel safe there. There is no circumstance where threatening to kidnap (or hold hostage or however else you want to describe this) is acceptable. I’m outraged by the physical intimidation to which I was subjected.
Stayed 8 nights in Jan 2024
Response from Planet Hollywood Cancun on 5 Feb 2024
Dear John, thank you for sharing your experience. It is very unfortunate to note on your score that you experienced this, rest assured we will review our protocols, and specifically this incident. 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

Milynda Ann Sita

Liked: Property conditions & facilities
Disliked: Staff & service
Stayed 4 nights in Jan 2024
Response from Planet Hollywood Cancun on 1 Feb 2024
Dear Milynda, we are sorry that your overall experience did not met with your expectations, your contribution with this score and comments will empower our operations for upcoming guests. Thank you for your stay.

10/10 Excellent

Sergio

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very friendly staff. Properly is equipped with lots of options for activities.
Stayed 1 night in Jan 2024
Response from Planet Hollywood Cancun on 31 Jan 2024
Dear Sergio, thank you for posting your recent experience, your perfect score reflects the PHabulous service provided buy our team. We will be glad to receive you once again very soon.

10/10 Excellent

Dionna

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Jan 2024
Response from Planet Hollywood Cancun on 29 Jan 2024
Dear Dionna, thank you for posting your recent experience, your perfect score reflects the PHabulous service provided buy our team. We will be glad to receive you once again very soon.