Planet Hollywood Adult Scene Cancun by Royalton, An Autograph Collection All -Inclusive Resort – Adults Only

Customer Ratings & Reviews

TripAdvisor Traveler Rating

5207 reviews

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  Bizarre Stay

  When we first arrived via transport from the airport, everyone was super friendly and then it quickly started to go downhill from there. We sat with a young man in the dedicated star class lobby to check-in and were told they did not have a king size bed available and would be downgrading is to double queen beds. The young man explained rooms were not a guarantee (even though there is a price difference between a queen bed and king bed room) but would switch is out midway through our stay if we’d like once a room was available. There wasn’t much we could do but bite the bullet. From there, we were introduced to George who wanted us to go to a sales presentation the following morning. He offered to give us tickets to Las Mujeres island. My husband told him we had already purchased tickets to the island at the airport and would therefore not need theirs. George became visibly bothered by this admission and proceeded to pressure us into attending their sales presentation instead. He claimed the tickets we purchased previously would require we attend a two hour sales presentation at another resort but if we went with his, his presentation would only run 45 minutes and come with breakfast. Mind you, we were already tired from traveling and really just wanted to get to our room and get something to eat so my husband told him we’d go but we needed to cut the conversation short so we could get on with the entire intent of our visit — enjoying a nice vacation for our wedding anniversary. George finally set us free after about 20 - 30 minutes of conversation so we could eat. We were introduced to one of our butlers, Edwar, who seemed like a nice gentleman. He walked us to get lunch at one of their restaurants called So Cal. From there, we ate our food and then were told via Whatsapp that our room was ready. When we arrived at the lobby to get our room key, the customer service rep asked if we wanted to wait on our butler. I told them no need as we wanted to get to our room. Halfway to our room, Edwar pops out of a hallway and proceeds to walk us to our room anyway. After he talked through the different amenities and left us to our devices, we left the room again and quickly realized we were being monitored. George was waiting for us at one hallway leading back to our room on our way back, shouting to us as we walked past “See you guys tomorrow at the presentation!”. When we went to the presentation at 9AM the following morning, we were handed over to a young woman named Kailee-Joyce from England. She walked us over to eat breakfast at one of the restaurants on the resort and there much to be desired. The breakfast had an odor and was super stale. The food laid out without coverings were swarmed with large flies. So not only did we miss out on a good breakfast (because we could have easily gone to one of the other restaurants actually serving omelets or crepes) but we were badgered about signing up for some Royalton vacation package for over two hours because we didn’t escape until after 11AM. I thought you said 45 minutes, George? Kailee and the team just couldn’t seem to take no for an answer. From there, we could tell we were being treated differently. From being followed everywhere by the same staff on a day to day basis including having Securitas security in our vicinity on multiple occasions, but they also placed our room right next to a security camera near the beach. We had even told our butlers multiple times when we didn’t need assistance with things but they also could not seem to take no for an answer. The most invasive butler was Yomelly who felt it appropriate to come find us on our way to the steakhouse restaurant reservation. He not only followed us on our walk there, but followed us inside and to our table. It was a very bizarre experience and they seemed to hyper-focus on us for some reason. I’d also like to point out that our room had a pungent odor when we first arrived and there was bugs crawling along the walls. When you enter the So Cal restaurant, there was an odor just as strong — the waiters who served us also had sweat beading along their forehead. It honestly made for a stomach roiling experience. The butlers did help with setting up reservations when asked but if your guests tell you in a respectful way that they do not want to be bothered, I think that should be acknowledged. Not everyone who vacations is looking for constant socialization. Some of us just want to relax and enjoy our time alone with all the distractions. Nor do we want to waste any of our precious time (because we’re spending our hard earned money to be here btw) on 2 hour long sales presentations! Needless to say, we will not be back at any Royalton hotel in the future and will be taking our money elsewhere.

  Sep 30, 2026
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  Fantastic

  Yoe in entertainment was a blast we had the best time in this hotel at the adult pool also all the restaurants were great

  Sep 30, 2026
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  Fun, friendly and fabulous!

  Located across from Isla Mujeres, the hotel is surrounded by water on both sides. The service at Planet Hollywood Cancún was amazing from the housekeeping staff to the servers and everything in between. The food is excellent and the variety of restaurants and other options is amazing. We stayed in a one bedroom suite and felt like Royalty. From the children’s area to the adult’s area and the star class abc prime areas, there is something for everyone in terms of activity level and vibe. Overall, this all-inclusive resort is a great value.

  Sep 30, 2026
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  Star class - Adults only

  We booked the star class on the adults only side and were assigned Victor and Fanny as our butlers. Victor met us at the start class guest check in and walked us to our room. He went through the amenities of the room and resort and explained everything we needed to know. They had our luggage brought up to our room almost right away, we only had to wait a few minutes for it. Victor and Fanny were attentive and exceeded our expectations on every request. They got us everything we requested in a timely manner and were always happy to assist. If we come back to this resort, we would book the star class on the adults only side each time. It was definitely worth the extra cost for us. They use WhatsApp to create a group chat with the butlers and guests in the room, I would recommend having the app downloaded prior to your arrival. All the staff here have been friendly and attentive. The room is clean and we had an ocean view balcony which has been a nice addition as well. There is a nice view of the beach and we enjoyed spending time on the balcony before getting ready for dinner. This was our first time booking adults only and it was worth the extra cost, especially when spending time at the pool. If you are on the fence about booking adults only, I would highly recommend it.

  Sep 29, 2026
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  Lost distance welcoming family

  The location of our room was perfect. The service was excellent, cleanliness was always kept up and the atmosphere felt like we were all one big family. Amenities are in a great spot from our room and noise level perfect for joining in or even relaxing.

  Sep 29, 2026