Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort

Customer Ratings & Reviews

TripAdvisor Traveler Rating

9779 reviews

• 

  Absolutely incredible holiday

  We got back to the uk yesterday, we honestly had the best holiday! We had a junior suite swim up with star class. I LOVED the room, we had 2 big beds and a sofa bed and for all those people with older children that don’t want to share that was perfect. We had no mould, no damp, no smell at all! We were in block/room 22-108 before anyone asks. We loved every restaurant we tried apart from Mexican (ironically) but that was more because we’re fussy rather than the quality of food provided! Our favourite lunch spot was getting food from the bar around the star pool, the nachos, hot dog, flank steak and tacos were all so good! But we greatly disliked the general buffet. We went in there the first evening as we had no reservations yet and then not again. For breakfast being able to go to the shores restaurant for breakfast was so worth it. The amount of times we walked past the general buffet and there was a huge queue out the door. Not for us. Every single staff member was kind, friendly and couldn’t do enough for us. We had butlers called Mafer, Santiago and Laura.. they were the best! Bringing pizza to the room for lunch from the pizza window, bringing hangers, sorting out reservations (even when no time slots were available on the app ) walking us to dinner when we weren’t sure where we were going, bringing extra snacks to the room, the list could go on! The butlers were worth their weight in gold and anyone who says star class isn’t worth it baffles us! We only went in the star class pool and our own swim up so can’t comment on the main pool. We never had a problem with sun loungers, one day a family had jumped on ours in between us being at the pool, then going for breakfast and coming back and the staff at the pool sorted it very quickly, everyone was happy and it wasn’t a problem! Us and the family even played a game of giant jenga afterwards! The entertainment around the star pool is amazing and the staff are so friendly! My son was more gutted to leave the staff more than anything else! His fave being Dany who is a spider man fan. The entertainment at night was good, but for me personally it started a little too late, if it started at 8 instead of 9pm that would of been better but that was because most of the reservations we got were 6/6:30pm so was a bit of a gap. The Mexican night was the highlight of the entertainment for me, with the market and the show.. loved it. With us playing the games by the pool my son ended up winning a free race on the fast & furious and 30 minute trampoline time! So well worth playing the games if you fancy some freebies. We weren’t really bothered by any of the hard sells for upgrades etc we never got offered/had to sit through a 3 hour presentation. One guy asked us if we’d be interested in a cabana 1 time to which I replied, we’re just going to our swim up thank you.. and he went “well fair enough” and we were never asked again 😅 In the room the hair dryer was amazing and I have very thick hair, you are provided with a steamer, but got told an iron and ironing board is available on request. Shampoo, conditioner, body wash, face wash, moisturiser all provided in the bathroom. On arrival we got a bottle of fizz and a bottle of Merlot in the room accompanied by 3 very nice apples! Too which we were told apples are seen as a sweet treat. Turn down was done at night along with a chocolate on the bed and extra bottles of water which is a lovely touch and I hadn’t seen anyone mention. All in all we had an Amazing holiday, staff we couldn’t fault, food we couldn’t fault and my best tip for all people who like to have a straw with their drink is take your own straws and take your own insulated cup! They will put all your drinks in them for you and especially with the frozen cocktails it actually kept them cold rather than melting in the heat!

  Aug 30, 2026
• 

  Not worth the price

  The overall experience at the resort was not good. Half of the resort was exclusively for Star class, remaining cognizant of the fact that the resort is relatively smaller than other resorts. We had access to just one big pool and a small pool. Customer service was great but that doesn’t cover up the limited amenities at the resort. We have been to 5 all inclusive till now, and this was the last on the experience and amenities. The night entertainment was virtually non existent. Everything closed at 10 pm, you have so called room service which takes atleast 60 minutes and two times the order wasn’t even delivered after 3 calls. There were no drinks in the dispensers in the room, the mini fridge had two beers in it and they refused to add drinks in the dispensers, it felt like we are staying in a motel. I would never go back to this resort or any other Royalton resorts for that matter. There so many better options for this price.

  Aug 30, 2026
• 

  I cannot understand the negative reviews

  Room 22102 August 2026 Star class upgrade Swim up suite upgrade Butlers’ names: Santiago, Mafer & Laura I want to start off by saying I am particularly fussy about flights, food and where I stay. Very fussy, truth be told. With this in mind, we had the most fantastic experience here. We upgraded direct with the hotel before arrival as I wanted no fuss and didn’t want to take the chance on arrival. Aldo, the reservation agent was superb. I knew we’d get a great room on arrival. I wasn’t disappointed. The suite was superb. Very comfortable for our stay. There was a dehumidifier already there which we used 24/7 and this kept the humidity indoors under control. The bed was really comfy and so were the pillows. I usually hate hotel pillows! The rain shower is a nice touch. The swim up room was fantastic. We were visited by iguanas and even a snake haha! I loved it…my partner was not so enamoured by them! The room was well looked after. Esmerelda cleaned our room; it was spotless. Minibar was topped up daily. Room service was great. You use the TV to place your order. Once you place your order, you receive a phone call to confirm all your preferences such as what cereal or tea you want or how you like your food cooked. STAR upgrade have an additional room service offer too. It’s 24/7 and free. The STAR butler service was excellent. Santiago, Mafer and Laura couldn’t do enough for us. They created a Whatsapp group for us and anything we needed was sorted. They arranged nightly turn down service, pool towels, dinner reservations, a nice bottle of Bacardi 8. We were greeted every day by lovely smiles. The restaurants were great. Our favourite was Gusto - the Italian. We went twice. I would’ve easily gone every night. The steak restaurant was disappointing. We waited two hours for our main meal (we didn’t order a starter) on the first occasion. The second occasion (we gave them another go), we waited over an hour and the order was wrong! The a-la-carte was absolutely fine! The Shores for breakfast is such a lovely experience (STAR class only). The STAR upgrade was worth it. We were treated differently to others, and while some may disagree with this treatment, this is what you pay for. You have your own separate breakfast area (AMAZING), separate pool area and area on the beach, separate bar, hydrotherapy session (SUPERB). And why not! If you can afford it, do it! We used Nexus at the hotel for the excursions. They WhatsApped us on our arrival. Isla Mujeres - the privilege experience I would definitely recommend. Coco Bongo was hilarious. The front row package was worth it - again the service was excellent and the show was brilliant. The lighting alone was a show stopper. The cinema on site at Planet Hollywood was a lovely touch. Free entry, comfy seats. There were even popcorn and drinks! Lovely to see families sat together watching a movie. It made me miss my kids even more! The pool parties in the STAR pool were hilarious. The entertainment team work so hard. I’ve read terrible reviews: No sun loungers - we had them every day with no fuss. We did not rush down at 7am. We finished breakfast at 9:30 then went to get our towels. Get up early if you want one in front of the pool! Run down rooms - our room had wear and tear. Get a life! That’s the reality of a busy hotel. The room was always spotless. Humid rooms - we had a dehumidifier. We had to empty it every 6 hours. No problem. That’s not the hotel’s fault. Rude staff - completely the opposite experience. A few miserable ones. They get everywhere unfortunately: local supermarket, on the airline, my place of work. When someone is miserable with me they are greeted with misery personified. Good luck with that! Seaweed on the beach - there was a tractor on from early morning combing the beach. These men did a great job. No tubes on the lazy river - we had to wait 10 minutes or so for tubes but we used our legs and swam around the lazy river while we waited. No big deal. In summary, everybody’s experience is different. We loved it. We will come back next year and bring our kids with us (17 & 15). They will love it. I was stressed before we arrived when I was reading the terrible reviews. If you look for fault naturally, you’ll find it. If you want to have a relaxing time, you’ll find that too. At the ripe age of 48, I’ve now found my second favourite place to visit (after the US) and we will most certainly be back…very, very soon. Thank you, Planet Hollywood and the team there.

  Aug 29, 2026
• 

  Return visit worth it

  We returned to Planet Hollywood for the second time after visiting 3 years prior. On arrival you had the welcome arrival song playing and staff clapping your arrival to welcome you. Check in was smooth and our butler Chris took us to our rooms and the bell boy brought our cases up. As we had visited before we knew where everything was. But as always you still explore your surroundings to get your bar rings and not a lot had really changed.We booked a Star Class Junior Suite and we had 3 butlers taking care of us during our stay: Chrislain, Miguel and Trinidad. We saw Chrislain (Chris) the most throughout our 2 week stay. Whilst we were here we celebrated our Silver Wedding Anniversary and he made our Anniversary really special as we returned to our room on the evening and the room was decorated and a cake was waiting for us along with a note from our butler Chris and our housekeeper Virgina wishing us a Happy Anniversary. The food was lovely and there was always plenty of choice at the buffet and we were able to book the various restaurants with our butler. As we had been before we just left it up to our butler to make the reservations for us. On one occasion we were out on an excursion and we were not going to be back in time for our reservation. So using the group chat we were able to request the time to be pushed back and this was dealt with efficiently and with great support. The pool areas were clean and you could see where there had been updates since our last visit throughout the resort. The staff were attentive friendly and professional throughout and were always polite and helpful. The weather was amazing as expected for Mexico although there was a little shower one day but again this could have been over more days. The entertainment was good throughout the day and on an evening and they catered for all ages. There is also a gym (Pumped) on site which we used on several occasions, again any gym fanatics this is well equipped for what you would need. Fuel the coffee spot was always busy for fresh brewed coffee pastries sandwiches and of course ice cream. We also had an opportunity to experience a Cabana (17) by the family pool. Which we received complementary after visiting the Prime presentation. Although this was amazing as you had your own private space and jacuzzi pool, pool butler and food service and drink I would not say that it is worth the $349 that is usually charged extra for this. We had an amazing 2 weeks and would definitely visit again and recommend the resort. It caters for families, couple or even for individuals travelling alone. We have travelled to Mexico on several occasions and this is the only time we have visited the same hotel a second time and we were glad we did. Until next time back home missing Mexico already.

  Aug 29, 2026
• 

  Avatar was the best night show!

  I honestly had such a great time during my stay! Out of all the nights, my favorite was definitely the Avatar night. It was so much fun! The characters, the atmosphere, and the energy made it such a memorable night. I also want to give a special shoutout to Pretty Boy and Bacon. You can really tell that they love what they do and genuinely enjoy entertaining people. Their energy is contagious and definitely made the night even more fun. One of my favorite memories from the stay. I would definitely come back!

  Aug 28, 2026