Planet Hollywood Beach Resort Cancun

dhesford wrote a review November 2025
Bolton, Greater Manchester, England

A week in paradise!

We stayed for a week and couldn't really fault the experience. If you look past the tipping culture (you can tell that the hotel is geared towards Americans who love to tip instead of paying them a fair wage in the first place), it's incredible. Clean, safe, everyone helpful and friendly: it's well worth a stay. The food in the restaurants was good, and there was a lot to do if you wanted to get involved.

I'd have liked a running track, or some local routes suggested, but that's just my hobby.

Date of Stay: October 2025

matthewcU5541RR wrote a review November 2025

Great service.

Rooms were great. Butler, Ignacio, was amazing and attentive to every need. Recommend if you have a family - likely not the best as an adults only.

Date of Stay: October 2025

christophersX4186DR wrote a review November 2025

Planet Hollywood: A Place to Remember

This resort had all the amenities and food you could ever want! The location is impossible to beat, being right near the beach, as well as being only a few kilometers away from Cancún! There were different atmospheres/themes for the restaurants, theater, and the like. The rooms were sparkly clean, and the resort was all-inclusive, so you don't have to worry about going over budget! The noise was acceptable for the resort, being on the family side (there's also an adult's only side, with a few more restaurants, and no kids allowed! The service that our butlers, Chris and Ignacio provided was spectacular! They accommodated us by getting us into restaurants that had a waitlist, or a lineup, and they were just so amazing! The value for money is the best you can get out of Cancún, especially with this much stuff! Overall: 5/5 📽️✨

Date of Stay: October 2025

agnesk922 wrote a review November 2025
Biggin Hill, Greater London, England

Thank you Miguel!

Miguel Review
Our time at Planet Hollywood would not have been complete or half as amazing if it wasn’t for Miguel, our assigned butler. Considering the fact that Miguel was working mostly solo with such a large bachelorette group, I was impressed by his ability to keep track of the multiple requests and bookings, in different stages of progress. When Miguel says he will do something, he does and promptly. All this and he had a positive energy and real commitment to customer service and ensuring we could enjoy our trip and stress as little as possible. We are so so thankful that there are people like Miguel at this resort but also in the world: such an honest, kind, and extremely competent hard worker. Gracias Miguel por todos! Keep up the amazing work 👏🏼

Thanks also to Eugenio and Francisco at the Star Class pool. They always made us feel welcome and at home :)

Date of Stay: October 2025

E1738BHsamk wrote a review November 2025

Great Experience

My family and I stayed at planet Hollywood star class building and overall the resort and room were really clean and well kept. The service was also really good especially Dorian and Fanny. They ensured the family had everything including making sure our room was serviced/ cleaned before my 2.5 year went for a nap at 12:30pm. They also booked all of our restaurants and made sure we got prime time slots. I would definitely come back to the resort again because of them!

Date of Stay: November 2025

danielmO839WN wrote a review November 2025

Everyone was very friendly

We rented a cabana for the family. Jessica , Luis, and Gualmert provided Excellent customer service. We had a great time and everyone was very friendly .

Date of Stay: October 2025

martin3z_t wrote a review November 2025
Mississauga, Ontario

Second time visiting Planet Hollywood

This was our second time at Planet Hollywood Cancun. We were not star class and had no issues getting pool side chairs as it was low season.
Entertainment was much less active compared to our last visit but was more lively later in the week.
We had an issue getting dinner reservations on the app for our group of 8 but we were accommodated each time we walked up (again, it was low season)
Staff were friendly with the exception of the check in…
We arrived early and had to come back around 3 (completely normal) but at that time they no longer had our previously reserved rooms (not sure what happened) but we booked two rooms beside each other so my children were next door and the staff member named Isabel was so rude to us and we needed to speak to a manager which solved this issue and we finally got into our room around 5pm.
We were tired as we only had 2 hours sleep but we didn’t let this ruin our vacation at all.

We did rent the cabana two days. The first day we had Francisco as our server and he seemed bothered by our group (maybe we order too many drinks lol) but we do tip very well and the second day we rented the cabana we had Josue (Cristino) who was absolutely amazing and his service was top notch.

So many other staff members were amazing too and we would absolutely return in the future but we like to experience other places so it won’t be for a while.
We travel 2-4 times a year and always enjoy Mexico.

We had rooms in building 25 and had no issue with smell or humidity.

Date of Stay: October 2025

eduardocI6448XR wrote a review November 2025

Great for family

Great staff like Erika from east sushi & teppanyaki restaurant. Amazing food all over the hotel and a clean beach to enjoy

Date of Stay: November 2025

tiffanymR423ON wrote a review November 2025

Great service

Had an amazing experience. David was our server very attentive and gave great customer service. Food was very good and came quickly.

Date of Stay: November 2025

Stevenhogg1 wrote a review November 2025

Not the best

Where do I start we travelled from the uk there was 7 of us celebrating my sons 30th birthday we arrived to find my granddaughter did not have a bed in there room which we paid £1800 for the response we got they send one up 2 hrs later it turned up a baby cot she is 2 we asked for extra coat hangers 12 days later still waiting queue after queue no beer round the pool every day it’s a joke if I’m honest having to queue to go for your breakfast not good I’ve been all around the world this is not good

Date of Stay: October 2025

gabea510 wrote a review November 2025
Vancouver, British Columbia

Brutal. Double Charged

Bad from the get go, they charged me for my 3 rooms I had booked for my family the day before we got there. As it was my 20th wedding anniversary with my wife and I, so I got rooms for my 2 sons and us.. we get told at check in that we have to pay. I show them the email from my visa that we've already paid. They finally check us in, we get to our room and there is already someone else in our room. We had to wait a few more hours to get our room. The few days in between check in and check out was decent. Upon check out, they say they didn't receive the fees for the stay. I had to pay again!!! And Now they won't answer my emails and they keep dropping my phone calls!!!!

Date of Stay: October 2025

V6034JNdanav wrote a review November 2025

Overall great vacation

Overall it was a nice vacation. We had a great time. Our main butler Octavio was amazing. He was on it, anything we needed he took care of. Even things we didn’t ask for he took care of. Great personality, extremely personable. Definitely made our trip more pleasant. Our other butler James was also great and very nice. Most of the food was good. The steakhouse wasn’t very good. I was told this was a 6 star resort. There are some amenities that would possibly rate it that. The spa was very nice. But compared to other high end resorts I would give it a 4 or 4 1/2. The service is great. The food and room qualities are why I would rate it that. But again…still a great vacation.

Date of Stay: November 2025

I8742PQmichaelo wrote a review November 2025

They don't care about your allergies

Really scary experience. I do not recommend to anyone with any food allergies since they don't care. I have peanut and tree nuts allergies and at the buffet, no mention of any allergies, I have demanded to the waitress if there is any peanuts in the meal, she said it shouldn't. Took a bite since the label was only saying "Chicken". I insisted to demand to ask to the cook and make sure because my mouth was swelling after one bite. Happens that the cook says there is in the meal. The epipen in the hand, I told the guest service about the urgence to have medical assistance. No one is stressed that this is a deadly allergy. The manager was very disrespectful with so much rough attitude and showing me a label of ANOTHER food tag they took picture of somewhere else trying to make me believe that it was there all the time like I was wrong. I surely didn't have to take a picture of the evidence since I was so hurried to drink a lot of water and ask for medical assistance. They couldn't compense me. The manager asked for my email to send to the "post travel agency?". Since I had the number of the manager I texted back to have news the next day. Never had any news from him or the "agency". They just don't care. So I write this review for all my peanut allergic brothers.

They ask for your allegies at the entrence of a restaurant or buffet but they don't care. They do nothing to help you knowing if there is any of your allergy in the food. It just give you the feeling that everything is fine which is not ok.

Date of Stay: October 2025

jakehQ5856HI wrote a review November 2025

10/10 service and facilities

Having a great time at Planet Hollywood. Thonly in particular is extremely helpful and had made the start of our holiday amazing! The facilities and restaurants are 10/10 and the staff are so polite and helpful. I would highly recommend staying at Planet Hollywood Cancun!

Date of Stay: November 2025