Resort Details
Customer Ratings & Reviews
TripAdvisor Traveler Rating
8292 reviews
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Oct 07, 2025Planet Hollywood 2nd time
This was our second trip to this resort in. 2 years. Overall the resort is great with great service and food. Special kudos to Joaquin, Xavier and Edson at the flowrider for once again going above and beyond with our son Charlie. They even remembered him from last year. Also a call out to Karmina who gives info on the packages, every morning we had a great chat and always remembered our names. A few things I would change 1. Check in needs to be better. If I check in early and room is not ready, we should not have to line up to get our room. Assign it early on and a send a message through app with room number when ready or allow guest service to give out. 2. Change up the buffet more. It repeats a lot and would be nice to have carving station at night at least 3. For repeat clients, this should be recognized as there are many resorts to choose from. Overall 4/5 and we most likely will go back again.
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Oct 06, 202510/10 - wil return
had an incredible week here! rooms are huge and clean, giant comfy bed and fridge re-stocked daily with bottled water, cans of juice and beer. all restaurants are fantastic (didn't try indian due to running out of nights, but went to all others), best food I've ever had was at the Teppanyaki restaurant, cocktails all very tasty. sun loungers easy to get on the beach and at the pool. We spent most of our time on the beach, huge thank you to Lili on the beach for serving us, remembering our drinks every day and always there when we required more, Salvador makes the best cocktails, and can mix you up something not on the menu if you tell him what flavours you like too. Also got to see 2 baby turtles being released to the sea, what an experience! full resort is spotless, staff are so attentive and want to please, beautiful place. having drink menus on each bar would be helpful instead of using the app to see different cocktails. only negative thing is we only stayed 1 week instead of 2
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Oct 06, 2025
Great atmosphere, even better service! Thank you Robert and Alex!
Absolute great trip to the planet Hollywood Cancún! Great service and great atmosphere! Hotel staff number one priority is to make your stay memorable. Special thank you to our Butlers Robert and Alex! Absolutely great guys who made our stay amazing. We will be coming back! Thanks again!
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Oct 05, 2025
Star class service.
Whilst travelling with my brothers our butlers Frank Hernandez & Octavio Sala truly made our trip memorable. Always prompt, on point and on time. Both have a calm demenour and can do attitude to ensure all your needs of what you want out of your trip are met and honestly by the time we left we felt like we were La familia! Stay blessed guys and Octavio I tipped you 20 pesos when we were leaving my brother noticed Lol! It was meant to be 200 pesos so sorry about that haha! My mistake.
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Oct 05, 2025
Good entertainment & stay!
We went with another family, and overall, the trip was great. The park is perfect for kids under 10 years old. It was easy to get around, and the entertainment team was absolutely the best with our kids. Special thanks to Nando and Lalia from the entertainment team , they included our kids in activities every day, recognized them each morning, and built such a genuine connection with them. A few areas could be improved. The food was average, not many options for vegetarians at the buffet, and the dishes were often undercooked or repetitive between lunch and dinner. There wasn’t much variety overall. Our ground-floor room looked quite dated for the price we paid. The shower handle was broken and appeared to be glued together. Each day, we found something in the room, from cockroaches to a small dead and alive frog and constant mosquitoes. I understand some of this is due to the tropical environment, but better room sealing or pest control could make a big difference. Our housekeeper, Lelicta, did a wonderful job keeping things clean, but the property itself needs better overall maintenance. Lastly, we experienced heavy rain on two of the days, and during the Avatar-themed night, the event couldn’t proceed as planned. It would be great if the resort had a backup plan, such as moving events indoors, so guests can still enjoy entertainment despite the weather. Overall, the hospitality and kindness of the staff were excellent, and they truly did their best with the resources available.