I didn’t like that the cleaning crew stole my $200 glasses
Samuel was an excellent waiter each morning. All staff made you feel like a star.
Good
Great place excellent service nice people
Overall the stay was ok, I gave it one star because when we booked the hotel we where give 500 points to use and the hotel staff told us we can use on snorkeling excursion and those points will go towards that and only pay $15 per person fee. After checking out we've noticed around $200 charged on our account for that excursion. We've tried to talk and explain but no one cared and were really rude about it. THEIR POINTS are USELESS/GARBAGE they say one thing to get you going but then charge you and don't care to resolve it!!!!
When I say that the hospitality and friendliness of the workers there were amazing, I mean it. We got asked 24/7 if we needed anything and when we did need something our issue was their top priority. Loved the experience and will be coming soon.
We are a family that travel often. Key things I would say food is basic we got tired of the food really quick on our 8 day stay. We paid about 5k cad for our swim out room and felt it was very small comparable and we paid way too much overall. The 500 credit is laughable and we were not able to use any of it. An example you will get 50 off at their ph branded store as long as you spend 100. Because we had the swimout room we couldn't use the 100 room upgrade. The spa massages were over 200 usd for one hour. Overall we overpaid. Food was ok. Room was quite small. Won't be returning. We ended up booking a week at the majestic next door and rooms are three times the size. Food is amazing lobster is included. So far our family is very happy and impressed and happy we made the switch. And we paid less than half of ph wild!
All property
Kid friendly
Property looks clean and newer
Check in was a nightmare, it took forever, the room service never arrive, restaurants service is very slow, it is hard to see a waiter on the pool area, I've never received a shampoo refill in 5 days... Other than the bad service, the hotel facilities are excellent, everything look clean.
A good hotel for children.
I stayed in room 28103. First off Let’s start by saying the mosquito infestation here is ridiculous, like they don’t even spray i think. Stood for 7 days and my mini fridge in the room was never restocked till the day we checked out. The steakhouse and hibachi are awesome!!! Nightly entertainment is ok not great. The cave swimup bar is a real problem and i mean because of the bartenders. I don’t remember his name but it was an older guy and his partner Max (who had no clue on what to do) the older guy was rude and i mean savagely rude to people. I tipped alot so he treated me good but i seen him tell groups of kids that he is not serving them that he’s busy, to leave. I seen him argue with several people instead of just correcting the issues. I seen him tell people as he pointed at my group, i take care of them cause they tip, you don’t tip so you get what you get. I have been to so many resorts on or around Cancun and never have witnessed a staffer talk to people like this. Again I always tip. The wait at the hamburger spot (Guys) is ridiculous. The daily activities from the entertainment crew is bad. The kids club needs to open later, i have been to Barcelo Bacaro Palace in Punta Cana and they stay open till Midnight, they are open from 10am-6pm here. Lucia the server by the pool is awsome. Oh, Almost forgot, the girl in charge of the hookah is not a nice person, she is rude and alot of guests said the same, the resort should have life vests for kids, i suggest bringing one
Clean place, friendly staff, activities, food quality
braclets were the door key. Resort is very big
No comment
Loved the resort overall. The customer service was absolutely top notch and everyone was super friendly. La Cocina was our favorite restaurant as we did come to Mexico for the Mexican food so ended up going there twice. The resort has a few minor kinks to it but it’s so brand new they’ll figure it out eventually. Nothing to leave a negative review about anyway. Word of advice, if you do go make sure to stay in a star class and enjoy all the extra perks including a virtual assistant.
Planet Hollywood Cancun, An Autograph Collection All-Inclusive Resort places you within a few miles (5 km) of Mujeres Beach and Playa Mujeres Golf Club. This 648-room, 4-star property welcomes business and leisure travelers with 4 outdoor pools, a private beach, and free breakfast.
Start your day off right with a free buffet breakfast, served each morning from 7:00 AM to 10:30 AM. Sit down for a leisurely bite to eat at the onsite restaurant, or enjoy a drink at the bar/lounge. Savor a meal from the comfort of your room with 24-hour room service, or get a quick energy boost at the coffee shop/cafe.
Planet Hollywood Cancun, An Autograph Collection All-Inclusive Resort's 648 air-conditioned rooms provide furnished balconies or patios, minibars, and coffee makers. Flat-screen TVs come with cable channels, and free WiFi keeps guests connected. Beds are dressed in premium bedding and down comforters, and bathrooms offer rainfall showers, hair dryers, and designer toiletries. Ceiling fans, laptop-compatible safes, and phones are also standard.
Guests of Planet Hollywood Cancun, An Autograph Collection All-Inclusive Resort have access to a private beach, 4 outdoor pools, and a children's pool. 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 gym, free WiFi in public areas, and a conference center.
I didn’t like that the cleaning crew stole my $200 glasses
Samuel was an excellent waiter each morning. All staff made you feel like a star.
Dear Miranda. We are glad to read Samuel realized a excellent work attending you each day. We are hoping you can return in the not distant future for a new experience.
Good
Dear Sergey: We are very glad to read you loved our property. Also we highly appreciate the support on your review and valuable feedback, thank you for your visit. Star Regards
Great place excellent service nice people
Dear Christopher We highly appreciate the positive comments and kinds message regarding the service and attention we will be glad to receive you once again soon.
Overall the stay was ok, I gave it one star because when we booked the hotel we where give 500 points to use and the hotel staff told us we can use on snorkeling excursion and those points will go towards that and only pay $15 per person fee. After checking out we've noticed around $200 charged on our account for that excursion. We've tried to talk and explain but no one cared and were really rude about it. THEIR POINTS are USELESS/GARBAGE they say one thing to get you going but then charge you and don't care to resolve it!!!!
Dear Irina We appreciate all your comments and we are truly very sorry that there were aspects that you did not enjoy with the experience of the tour services, your feedback were delivered directly to them as the operation is powered by a third-party company. Thank you for your visit.
When I say that the hospitality and friendliness of the workers there were amazing, I mean it. We got asked 24/7 if we needed anything and when we did need something our issue was their top priority. Loved the experience and will be coming soon.
Dear Crystal: Thank you for your feedback and valuable information, this perfect score reflect the hard work by our staff. We will be glad to receive you once again soon. Star Regards
We are a family that travel often. Key things I would say food is basic we got tired of the food really quick on our 8 day stay. We paid about 5k cad for our swim out room and felt it was very small comparable and we paid way too much overall. The 500 credit is laughable and we were not able to use any of it. An example you will get 50 off at their ph branded store as long as you spend 100. Because we had the swimout room we couldn't use the 100 room upgrade. The spa massages were over 200 usd for one hour. Overall we overpaid. Food was ok. Room was quite small. Won't be returning. We ended up booking a week at the majestic next door and rooms are three times the size. Food is amazing lobster is included. So far our family is very happy and impressed and happy we made the switch. And we paid less than half of ph wild!
Dear Jasmine, thank you for all the feedback regarding your recent the experience at the resort, all the points will be considered to improve our services, thank you for your stay
All property
We appreciate your kind and positive comments regarding our resort, we will be glad to receive you once again soon. Star Regards.
Kid friendly
Dear Chasty, thank you for the recommendation! We look forward to see you again in the near future. Star Regards
Dear Monica: First of all, I appreciate your preference in visiting our resort and we are sorry to read this experience. Our resort has security protocols in cases like the one you have had, there are security filters to prevent our staff from extracting objects from the guest area. All rooms have free safes so they can be used to store valuables such as money, jewelry or IDs and cards. The common areas are places that have a high influx of people, generally In these places, guests can forget belongings or valuables. Please contact us to provide further details of this case and assist you.