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

4.0 star property
VIP Access

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

Bar (on property)
Property video
Aerial view
View from room
Private beach, white sand, beach umbrellas, beach massages

Reviews

7.8 out of 10
Good

Popular amenities

  • Free WiFi

Explore the area

View in a map
Carretera a Punta Sam SM6 MZA 2 Lot 7-8, Costa Mujeres, QROO, 23028
  • Place, Playa Mujeres Golf Club
    ‪9 min drive‬
  • Place, Mujeres Beach
    ‪11 min drive‬
  • Place, Punta Sam Beach
    ‪14 min drive‬
  • Airport, Cancun, Quintana Roo (CUN-Cancun Intl.)
    ‪53 min drive‬
VIP Access
Curated for quality and service, VIP Access stays consistently receive our highest guest ratings.
  • Expect exceptional service
  • Extra savings and perks for Rewards members
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Room options

View all photos for STAR Class Producers Three Bedroom Suite

View from room

STAR Class Producers Three Bedroom Suite

  • Garden view
  • 4187 sq ft
  • 3 bedrooms
  • Sleeps 12
  • 2 King Beds, 2 Queen Beds and 1 Double Sofa Bed OR 1 King Bed, 4 Queen Beds and 1 Double Sofa Bed

View all photos for STAR Class Directors Suite Two Bedroom

Premium bedding, down comforters, minibar, in-room safe

STAR Class Directors Suite Two Bedroom

  • Garden view
  • 1808 sq ft
  • 1 bedroom
  • Sleeps 8
  • 2 Queen Beds, 1 King Bed and 1 Double Sofa Bed

View all photos for STAR Class Producers Two Bedroom Suite Swim Out

Terrace/patio

STAR Class Producers Two Bedroom Suite Swim Out

  • 3606 sq ft
  • 2 bedrooms
  • Sleeps 8
  • 2 Queen Beds, 1 King Bed and 1 Double Sofa Bed

View all photos for Directors Suite Two Bedroom

Premium bedding, down comforters, minibar, in-room safe

Directors Suite Two Bedroom

8.0 out of 10
Very good
(1 review)
  • Garden view
  • 1808 sq ft
  • 2 bedrooms
  • Sleeps 8
  • 1 King Bed, 2 Queen Beds and 1 Double Sofa Bed

View all photos for STAR Class Entourage Suite

Premium bedding, down comforters, minibar, in-room safe

STAR Class Entourage Suite

8.0 out of 10
Very good
(2 reviews)
  • Garden view
  • 689 sq ft
  • 1 bedroom
  • Sleeps 4
  • 1 King Bed and 1 Double Sofa Bed

View all photos for STAR Class Junior Suite Ocean View

STAR Class Junior Suite Ocean View | View from room

STAR Class Junior Suite Ocean View

7.0 out of 10
Good
(2 reviews)
  • Ocean view
  • 581 sq ft
  • 1 bedroom
  • Sleeps 4
  • 1 Double Sofa Bed and 2 Queen Beds OR 1 King Bed and 1 Double Sofa Bed

View all photos for STAR Class Junior Suite

Premium bedding, down comforters, minibar, in-room safe

STAR Class Junior Suite

8.6 out of 10
Excellent
(12 reviews)
  • Garden view
  • 581 sq ft
  • 1 bedroom
  • Sleeps 4
  • 2 Queen Beds and 1 Double Sofa Bed OR 1 King Bed and 1 Double Sofa Bed

View all photos for STAR Class Directors Suite One Bedroom

Premium bedding, down comforters, minibar, in-room safe

STAR Class Directors Suite One Bedroom

9.4 out of 10
Exceptional
(3 reviews)
  • Garden view
  • 1227 sq ft
  • 1 bedroom
  • Sleeps 4
  • 1 Double Sofa Bed and 1 King Bed

View all photos for Junior Suite Swim Out

Premium bedding, down comforters, minibar, in-room safe

Junior Suite Swim Out

9.0 out of 10
Wonderful
(25 reviews)
  • 581 sq ft
  • 1 bedroom
  • Sleeps 4
  • 1 Double Sofa Bed and 2 Queen Beds OR 1 King Bed and 1 Double Sofa Bed

View all photos for STAR Class Directors Suite One Bedroom Swim Out

Terrace/patio

STAR Class Directors Suite One Bedroom Swim Out

  • 1227 sq ft
  • 1 bedroom
  • Sleeps 4
  • 1 Double Sofa Bed and 1 King Bed

View all photos for Junior Suite

Premium bedding, down comforters, minibar, in-room safe

Junior Suite

8.0 out of 10
Very good
(69 reviews)
  • Garden view
  • 581 sq ft
  • 1 bedroom
  • Sleeps 4
  • 2 Queen Beds and 1 Double Sofa Bed OR 1 King Bed and 1 Double Sofa Bed

View all photos for Directors Suite One Bedroom

Premium bedding, down comforters, minibar, in-room safe

Directors Suite One Bedroom

7.8 out of 10
Good
(8 reviews)
  • Garden view
  • 1227 sq ft
  • 1 bedroom
  • Sleeps 4
  • 1 King Bed and 1 Double Sofa Bed

View all photos for Entourage Suite

Premium bedding, down comforters, minibar, in-room safe

Entourage Suite

7.4 out of 10
Good
(3 reviews)
  • Garden view
  • 689 sq ft
  • 1 bedroom
  • Sleeps 4
  • 1 Double Sofa Bed and 1 King Bed

View all photos for STAR Class Junior Suite Swim Out

Premium bedding, down comforters, minibar, in-room safe

STAR Class Junior Suite Swim Out

7.0 out of 10
Good
(11 reviews)
  • 581 sq ft
  • 1 bedroom
  • Sleeps 4
  • 2 Queen Beds and 1 Double Sofa Bed OR 1 King Bed and 1 Double Sofa Bed

View all photos for STAR Class Producers Two Bedrooms Suite

View from room

STAR Class Producers Two Bedrooms Suite

10.0 out of 10
Exceptional
(2 reviews)
  • Garden view
  • 3606 sq ft
  • 2 bedrooms
  • Sleeps 8
  • 2 Queen Beds, 1 King Bed and 1 Double Sofa Bed

View all photos for Junior Suite Ocean View

Junior Suite Ocean View | View from room

Junior Suite Ocean View

8.0 out of 10
Very good
(14 reviews)
  • Ocean view
  • 581 sq ft
  • 1 bedroom
  • Sleeps 4
  • 1 Double Sofa Bed and 2 Queen Beds OR 1 King Bed and 1 Double Sofa Bed

About the neighborhood

Costa Mujeres

Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort is located 2.8 mi (4.5 km) from Playa Mujeres Golf Club and within a 10-minute drive of Punta Sam Ferry Terminal. This 648-room, 4-star property has 4 outdoor pools along with a private beach and a full-service spa.

What's nearby

  • Playa Mujeres Golf Club - 9 min drive - 2.8 miles
  • Mujeres Beach - 11 min drive - 3.7 miles
  • Punta Sam Beach - 14 min drive - 5.2 miles
  • Punta Sam Ferry Terminal - 14 min drive - 5.2 miles
  • El Meco Archaeological Site - 17 min drive - 6.9 miles

Getting around

  • Cancun Intl. Airport (CUN) - 41 min drive

Restaurants

  • ‪So Cal Gourmet Food Emporium - ‬1 min walk
  • ‪Grand Caribe - ‬8 min walk
  • ‪Kulinarium Riu Latino - ‬3 min drive
  • ‪The Shores Restaurant - ‬1 min walk
  • ‪Velvet - ‬3 min drive

About this property

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

Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort features a private beach, a full-service spa, and 4 outdoor pools. The front desk has multilingual staff on hand 24/7 to help with luggage storage, dry cleaning/laundry, and concierge services. Other amenities at this all-inclusive property include a children's pool, a gym, and free WiFi in public areas.
Guests can expect to find free WiFi and flat-screen TVs with cable channels. Beds are dressed in premium bedding and down comforters, and bathrooms offer rainfall showers, hair dryers, and designer toiletries. Balconies, sofa beds, and sitting areas are also standard.
A private beach and a health club are featured at the property. 4 outdoor swimming pools are on site along with a children's pool. Other recreational amenities include a fitness center.

The recreational activities listed below are available either on site or nearby; fees may apply.

Guests can indulge in a pampering treatment at the property's full-service spa. Massages are available on the beach and in the spa; other services include deep-tissue massages, hot stone massages, and sports massages.

Similar properties

Bar (on property)
Planet Hollywood Cancun Adult Scene by Royalton, An Autograph Collection® All-Inclusive Resort - Adults Only
  • Pool
  • Breakfast included
  • All inclusive
  • Spa
8.0 out of 10, Very Good, 724 reviews
$303 nightly
The price is $366
Apr 22 - Apr 23
Total with taxes and fees
Planet Hollywood Cancun Adult Scene by Royalton, An Autograph Collection® All-Inclusive Resort - Adults Only

Property amenities

Internet

  • Available in all rooms: Free WiFi
  • Available in some public areas: Free WiFi

Parking and transportation

  • No onsite parking available

Food and drink

  • Free buffet breakfast available daily 7:00 AM to 11:00 AM
  • A bar/lounge
  • A coffee shop/cafe
  • A poolside bar
  • A restaurant
  • A swim-up bar
  • Coffee and tea in common areas
  • Snack bar/deli

Restaurants on site

  • East Sushi & Teppanyaki
  • Gusto Italian Trattoria
  • La Cocina Mexican Cuisine
  • So Cal Gourmet Emporium
  • Sunset Strip Steakhouse

Things to do

  • 4 outdoor pools
  • Children's pool
  • Designer stores
  • Fitness classes
  • Free children's club
  • Full-service spa
  • Health club
  • Pilates classes
  • Playground
  • Yoga classes

Family friendly

  • 4 outdoor pools
  • Children's games
  • Children's pool
  • Free children's club
  • Free rollaway/extra bed
  • Grocery/convenience store
  • In-room crib
  • In-room sofa bed
  • Playground
  • Snack bar/deli

Conveniences

  • 24-hour front desk
  • Gift shop/newsstand
  • Grocery/convenience store
  • Guidebooks
  • Hair salon
  • Luggage storage

Guest services

  • Concierge services
  • Dry cleaning/laundry service
  • Housekeeping (daily)
  • Multilingual staff
  • Tour and ticket assistance
  • Turndown service
  • Wedding services

Business services

  • Business center
  • Conference center

Outdoors

  • Beach umbrellas
  • Garden
  • On a private beach
  • Pool loungers
  • Pool umbrellas
  • Terrace

Full-service spa

  • Deep-tissue massages
  • Facials
  • Hot stone massages
  • Manicures/pedicures
  • Prenatal massages
  • Sports massages
  • Swedish massages
  • Thai massages

Accessibility

  • If you have requests for specific accessibility needs, please contact the property using the information on the reservation confirmation received after booking.
  • Elevator
  • Wheelchair accessibility
  • Wheelchair accessible (may have limitations)
  • Wheelchair-accessible concierge desk
  • Wheelchair-accessible path of travel
  • Wheelchair-accessible registration desk

More

  • Built in 2019
  • Smoking not allowed

Room amenities

Bedroom

  • Blackout drapes
  • Double sofa bed
  • Down comforter
  • Free crib
  • Free rollaway/extra bed
  • Premium bedding

Bathroom

  • Bathrobes
  • Designer toiletries
  • Hair dryer
  • Rainfall showerhead
  • Shampoo
  • Shower
  • Slippers
  • Soap
  • Toilet paper
  • Towels provided

Entertainment

  • Flat-screen TV with premium cable channels

Food and drink

  • 24-hour room service
  • Coffee/tea maker
  • Free bottled water
  • Minibar

More

  • Access via exterior corridors
  • Air conditioning
  • Ceiling fan
  • Desk
  • Iron/ironing board
  • Laptop workspace
  • Laptop-compatible safe
  • Phone
  • Separate sitting area

Policies

Check-in

Check-in start time: 3:00 PM; Check-in end time: midnight
Contactless check-in available
Late check-in subject to availability
Minimum check-in age: 18

Check-out

Check-out before noon
Contactless check-out available
Late check-out subject to availability
A late check-out fee will be charged

Special check-in instructions

Front desk staff will greet guests on arrival at the property
Information provided by the property may be translated using automated translation tools

Access methods

Staffed front desk

Pets

  • This property doesn't allow pets

Children and extra beds

  • One child 1 year old or younger stays free when using existing bedding
  • Free rollaway/extra beds are available
  • Free cribs/infant beds are available

Property payment types

Important information

Fees

You'll be asked to pay these charges at the property:

  • Sanitation services: MXN 33.94 per night

These are all of the charges provided to us by the property.

Optional extras

These fees and deposits will be charged at check-in, check-out, or the time of service.

  • Late check-out is available for a fee (subject to availability)

This list may not be comprehensive. Fees and deposits might not include tax and are subject to change.

You need to know

Extra-person charges may apply and vary depending on property policy
Government-issued photo identification and a credit card, debit card, or cash deposit may be required at check-in for incidental charges
Special requests are subject to availability upon check-in and may incur additional charges; special requests cannot be guaranteed
This property accepts credit cards, debit cards, and cash
Safety features at this property include a fire extinguisher and a smoke detector
This property has outdoor spaces, such as balconies, patios, terraces which may not be suitable for children; if you have concerns, we recommend contacting the property prior to your arrival to confirm they can accommodate you in a suitable room
  • Check-in: 3:00 PM—-midnight
  • Check-out: noon
  • Minimum check-in age: 18
The front desk is open 24 hours a day.
Property Registration Number 003-007-003963/2025

We should mention

Details about charges, deposits, or other important information:

  • This property is managed by a professional host. The provision of housing is linked to their trade, business, or profession.
  • This property has outdoor spaces, such as balconies, patios, terraces which may not be suitable for children. If you have concerns, we recommend contacting the property prior to your arrival to confirm they can accommodate you in a suitable room.
  • Charges for extra guests may apply and vary depending on the property's policy.
  • A cash deposit, credit card, or debit card for incidental charges, as well as a government-issued photo ID, may be required at check-in.
  • Special requests are subject to availability at the time of check-in and can't be guaranteed. Certain requests may come with additional charges.
  • No parking is available onsite.
  • This property accepts credit cards, debit cards, and cash.
  • Onsite safety features include a fire extinguisher and a smoke detector.

Additional information about polices, regulations, and more:

  • Pool access available from 7:00 AM to 8:00 PM.
  • Registered guests are the only ones allowed in guestrooms.

Property is also known as

Planet Hollywood Beach Resort Cancun - All Inclusive Hotel
Planet Hollywood Beach Resort Cancun
Planet Hollywood Beach Resort Cancun All Inclusive

Frequently asked questions

Are free cancellation options available at Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort?

Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort offers free cancellation on some room rates. For specific requirements, review the cancellation policy on Orbitz.

How much does it cost to stay at Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort?

As of Mar 26, 2026, prices found for a 1-night stay for 2 adults at Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort on Apr 22, 2026 start from $358, including taxes and fees. This price is based on the lowest nightly price found in the last 24 hours for stays in the next 30 days. Prices are subject to change. Choose your dates for more accurate prices.

What can I see close to Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort?

This property is located in Costa Mujeres, close to North Beach and Isla Mujeres Ferry Terminal. You'll also find Playa Mujeres Golf Club and Mujeres Beach within a short drive.

Is parking available on site at Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort?

No, there isn't parking available at the property.

Is there a spa at Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort?

There is a full-service spa available for guests to enjoy and services include deep-tissue massages, facials, and mani/pedis.

Does Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort feature a casino at the property?

No, Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort doesn't have a casino.

Will I find an indoor pool at Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort?

No, this property doesn't have an indoor pool; however, there are 4 outdoor pools. Guests have pool access between 7:00 AM and 8:00 PM.

What will couples enjoy most about a stay at Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort?

There are many amenities for couples at this property, including a private beach and a restaurant plus some guestrooms feature a private indoor hot tub.

Does Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort have a hot tub?

No, there isn't a spa tub at this property.

Does Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort have a restaurant with a breakfast menu?

Yes, Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort serves free buffet breakfast at So Cal Gourmet Emporium each morning.

Will Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort allow pets to stay for free?

No, pets aren't allowed at Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort.

Does Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort have connecting rooms available?

No, this property doesn't feature connecting guestrooms.

How far is the airport from Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort?

The closest major airport to Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort is Cancun Intl. Airport (CUN), which is 21 mi away (41 minutes by car).

Are there rooms with balconies that I can book at Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort?

Yes, every guestroom at Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort comes with a balcony and some offer ocean and garden views.

Does Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort host weddings?

If wedding bells are in your future, take advantage of the wedding venue at Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort.

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

Reviews

7.8

Good

Rating 10 - Excellent. 457 out of 1000 reviews
Rating 8 - Good. 209 out of 1000 reviews
Rating 6 - Okay. 153 out of 1000 reviews
Rating 4 - Poor. 81 out of 1000 reviews
Rating 2 - Terrible. 100 out of 1000 reviews

8.4/10

Cleanliness

8.0/10

Staff & service

8.4/10

Amenities

8.2/10

Property conditions & facilities

Reviews

2/10 Terrible

Rahul

Disliked: Staff & service, property conditions & facilities
Very disappointed. They only provide you 4 bottles of drinking water a day per room.that is ridiculous.Tap water is so stinky for taking shower dont even think to drink that. I have requested drinking water bottles for 2 days.i have screenshots which we requested.i m here talkinn with proofs.if you need that let me know. Then there was no hot water in shower. Dining area closes even before 30mins the time they mention.there are no benefits for expedia customers.they give you coupon but that is useless. Last day of our trip we put our stuff in the hospitality room and their staff opened our stuff without even asking us or contact us.they knew we have booked that room.i would love to post the pictures. For us its 2 star out of 5 star.
Stayed 6 nights in Dec 2025

4/10 Poor

chandan

Traveled with family
Liked: Amenities, property conditions & facilities
During checkout time, front desk told us you can have your stuff in hospitality room until shuttle came and then without informing us they start to dig our stuff & by chance I went back to pick my stuff and I saw they were digging our stuff and I ask them why you are doing this, they told me I think you left the place and I even click the pictures of that staff
Stayed 6 nights in Dec 2025

10/10 Excellent

Danielle

Traveled with family and small children
Liked: Cleanliness, amenities, property conditions & facilities
Everything was great had a medical emergency and David was great and make sure I was taken care of everytime I texted he answered right away told him it was my sons birthday and made sure it was unforgettable the Expedia team was great at the hotel
Stayed 4 nights in Dec 2025

2/10 Terrible

Balbir

Traveled with family and small children, Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
This trip was intended to celebrate two significant family milestones, my mother’s 60th birthday and my sister’s 30th birthday, but instead resulted in distress, discomfort, and disappointment for our entire group. The reservation consisted of three rooms for a total of eight guests. From the outset of our stay, the accommodations failed to meet even basic standards of cleanliness and hospitality. Upon arrival, bugs were present in the room. Despite calling the front desk four times, it took an excessive amount of time for someone to respond and inspect the issue. Additionally, the bathtub water was visibly yellow, which was immediately reported. We were unable to use the jacuzzi during our stay. The rooms were clearly not properly cleaned,the floors were never cleaned during our stay. These conditions were unsanitary and unacceptable. Furthermore, hot water was only available for two of the seven nights of our stay. For the remaining nights, our family including young children was forced to shower with cold water. This compounded the discomfort and frustration of the situation. Our 6-year-old and 3-year-old children were deeply distressed
Stayed 7 nights in Dec 2025

2/10 Terrible

Rajvinder

Disliked: Staff & service, property conditions & facilities

10/10 Excellent

Elizabeth

Liked: Cleanliness, amenities, property conditions & facilities
Great room, courteous staff. David and Luis, my expedia reps were amazing!
Stayed 3 nights in Dec 2025

8/10 Good

ALEXANDER

Stayed 6 nights in Dec 2025

10/10 Excellent

Tracy

Traveled with group, Traveled with partner, Traveled with family
Liked: Cleanliness, amenities, property conditions & facilities
Overall, the resort was very nice. Luis and David made our trip! If it wasn't for them, our experience would have been far less enjoyable. Our room smelled very 'wet'. We were delivered a dehumidifier, which helped. We started with a clock and scale, and by day 2, they took our scale, and by day 3, they took our clock. The same thing happened with others that we traveled with. No one ever said that they would be taking these from our room. It was very odd for it to happen to every single room our group had (6 rooms) Food overall was average. It was tough to get reservations, which made it disappointing. There is only the buffet for breakfast, which got old on day 3. Pools were great! The swim-up bar was AWESOME! Drinks- plentiful and very sweet. Plenty of bars open in the evening as well. The pictures they took was a very nice touch! Overall, I would recommend this resort. The people were so so accommodating and nice! This was my first trip booking through Expedia with air, hotel, transfers and I would do it again!

8/10 Good

Dustin R

Traveled with group, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Overall property was great! From The moment we walked in I felt welcomed (love the clapping). Let me say if it wasn’t for Luis and David my rating would’ve been much different. They made our trip. Very knowledgeable and so nice. They are truly the ambassadors of your resort. Food: overall good. There needs to be more later night options to eat. Room service was terrible and nothing else was open. Very disappointing Dining- if it wasn’t for Luis getting us reservations we would’ve been eating the buffet every night. The app didn’t work to make reservations and dining for us is an important factor when choosing a resort. We couldn’t get into anything. Pools- very nice. Temps were good - very clean. We rented the private cabanas for our group and received top notch service. So much we rented one every single day. Room- clean and no frills. Never had an issue with the room. Spa- did 2 treatments and was worth it. Every one was very nice Coffee shop- good but they need more workers. Typical wait time for a coffee was over 30 mins if you went after 7:30 am. It was a nice option at the resort. Workers- every single one of the workers were so nice so so nice. Always smiling, always helpful, and willing to make our trip extra special. I’d come back To this resort because of the workers ( especially Luis and David) Finally let’s talk about the smell they pump into the resort- I need it :). The hotel smells so clean.
Stayed 5 nights in Dec 2025

10/10 Excellent

Ángel Rolando

Stayed 1 night in Dec 2025

10/10 Excellent

Shawn Allen

Traveled with group, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We have been to Cancun a dozen times. We've always used Expedia. This is the first time that we have had Expedia contact/concierge on Planet Hollywood staff. José Luis Pérez and David Albahari greeted us and were extremely friendly and helpful! We had a group of 15 and they set up a WhatsApp account group chat so we could all communicate with them for whatever we needed. One or both responded immediately every time and they were so helpful for our large group that we couldn't thank them enough! They made dinner reservations. Cabana reservations. Organized our transportation. And answered every questionwe had. It saved us so much time and was so easy and we appreciate them so much. Normally you have to go to guest services but José Luis and David were just a message away without having to stop what you're doing to have a question answered. Their services were free. There was never anything they were trying to sell just extremely friendly and super cool! José even knew what kind of Monster Energy drink my wife was looking for and no kidding he stopped at a store on his way to work and brought them to us! We even had a few minor room service issues and they were on it, rattling cages for us, fixing it. Expedia liaison is an absolute must when it comes to convenience and peace of mind. The complex is massive the only downside is no rooms on the beach. Its a 100yd walk. There is main pool, lazy river, Flowrider, younger kids water slide park and ton more.
Stayed 5 nights in Dec 2025

10/10 Excellent

Heather M, Polk City

Liked: Cleanliness, amenities, property conditions & facilities
I love that they clean your room and fill your fridge everyday and the room is spotless
Stayed 5 nights in Dec 2025

2/10 Terrible

Joseph

Disliked: Cleanliness, amenities, property conditions & facilities
Staff was useless, food was mostly bad, front desk people were horrible to deal with. There were too many hidden costs. The complex was pretty dirty. room service went multiple days before being picked up. The restaurants also couldn’t manage the crowds.
Stayed 4 nights in Dec 2025

10/10 Excellent

Abdelrahman

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Amazing resort and an even more amazing staff. The place is clean, vibrant, and perfect for families. Every staff member we met was kind, helpful, and genuinely cared about making our stay great. Their service alone makes the trip worth it. Highly recommended!
Stayed 6 nights in Dec 2025

10/10 Excellent

Alrian

Stayed 1 night in Nov 2025

10/10 Excellent

Jun Daniel Hagid

Traveled with group
Liked: Cleanliness, amenities, property conditions & facilities
Good overall. Appreciated the assistance from the Expedia reps at the resort, David and Luis, during my stay, with helping with answering my questions, dinner resos and confirming my shuttle pickup to the airport. David and Luis also kept checking in with me on the daily basis to ensure if I need anything.
Stayed 5 nights in Nov 2025

10/10 Excellent

Arleen

Traveled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Quick check in
Stayed 4 nights in Nov 2025

4/10 Poor

Vue

Traveled with family and small children
Disliked: Property conditions & facilities
The overall experience was disappointing for what is supposed to be a 5-star resort. It certainly did not feel like 5 stars at all. The rooms and overall facilities were very rundown (broken old drawers in the rooms) and everything was just very outdated. Service is extremely slow. Getting coffee from the coffee shop took forever considering there is usually only one barista taking and making orders for the entire resort. Room service takes about 2 hours (30 min to process an order and another 1.5hours to deliver). Food was mediocre considering that the best meal I had was at the airport during my entire trip. It was also not the easiest to secure restaurant reservations with there being very little availability. Staff were all very kind and welcoming, and the shows were great to watch. The lazy river was enjoyable, but was usually quite busy and took some time to secure a donut. The overall resort did not meet my expectations especially not for a 5-star hotel. I've stayed at 4-star hotels that were better than this one. Amenities were pretty good for kids, but I probably would not recommend this to anyone looking for a luxury 5-star hotel experience.
Stayed 4 nights in Nov 2025

4/10 Poor

jitesh

Traveled with family
Disliked: Cleanliness, property conditions & facilities
I checked in on 16th of November and when I went to room one queen bed is broken and we cannot sleep. I requested to fix that bed as I went with my two of kids, but three days nobody fixed that raised multiple complaints as well as the lady come to clean the rooms. She already did complaints multiple time but nobody fixed after three days. They fix the bed and I’m sleeping with one of my kid on the couch for three days. really bad experience I had.

10/10 Excellent

adam

Traveled with family
Liked: Cleanliness, amenities, property conditions & facilities
Shout out to Super Javi and Mafer! Best star class Staff! Francisco at the pool was boss status great!. The trip was fantastic and we couldnt ask for more. Been the cancun once a year or more for 30 years and this stay was the best!
Stayed 8 nights in Nov 2025

6/10 Okay

ADAM C

Traveled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
By far the best part about this resort was the staff. Maurice, our concierge, started and WhatsApp group with our party and took care of us the entire trip. The only reason I’d go back is because of him!!
Stayed 7 nights in Nov 2025

6/10 Okay

bridget

Liked: Cleanliness
Everyone was very nice. The pools, and grounds were beautiful. Restaurant food was decent, although I really wanted to get into the Mexican place bc I had been there before- but they never had space for us. The one bd thing about the resort, was the room. Every door was hanging off the hinge, just dangling from the frame. Our bathroom sliding door would only open about 24inches so we had to shimmy through to use the bathroom and had limited privacy.
Stayed 3 nights in Nov 2025

2/10 Terrible

Wilson

Stayed 5 nights in Nov 2025

10/10 Excellent

Shubham

Liked: Cleanliness, staff & service, property conditions & facilities
Clean Room Excellent service
Stayed 5 nights in Oct 2025

2/10 Terrible

Mari

Traveled with family
Disliked: Cleanliness, amenities, property conditions & facilities
20 family members joined this yearly trip. My husband, teen child, and myself had reserved a 2-bed junior suite. At arrival I was given a 1 king bed with a pullout sofa bed and was told the following day they would switch me out to a 2-bed suite, which didn't happen. When I pulled out the sofa bed, the sponge mattress was so old and full of hair, particles, and yellow stains. There were no bedding items, which usually they are in the closet. When I called to get the bedding, I was brought 2 sheets. I asked for pillows the lady told me they didn't have any. She later brought me one pillow and said that's all they had. I was so apprehensive of even laying on this sponge even with sheets on it, that I had our teen sleep with us on the bed. It was a very uncomfortable night. That same night we asked for waters in our room, they knocked on our door once and let themselves in when we were walking towards the door to open it. we also had the "Do Not disturb sign one the door". Now who does that!! That was a violation of our privacy! The room was dirty with stains on the floor, dead bugs by the bed, and the toilet was not thoroughly cleaned. One of the "clean" bath towels had stains. The filtration system is not good, the shower water smelled bad. It had a sewer water smell. This was a complaint from all our family. We all had room issues. It was windy and the wind was whistling through the cracks on the door all night. I could add more, but I'm only allowed an amount of characters.
Stayed 3 nights in Nov 2025

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