Beautiful resort

It is a beautiful hotel. Best to be Star Class to have access to all the areas. A little complicated with all the levels - adult, family, Star Class, not Star Class. The food is excellent and the beach is really lovely. White sand and lots of waves!

Just as good as the first time!

We are new to the all-inclusive scene but after going on our first trip in 2022 to Planet Hollywood Cancun, we realized we had to go back again this year and we were not disappointed! Our first trip with our friends and their 3yo was in the general area whereas this time we opted for the Adult only section in order to have access to the additional restaurants. We arrived earlier then check in but PH took our luggage so we could begin enjoying the resort and we decided to go to the Gusto Italia [... read more]n restaurant which was still open for lunch. It was just as good as the first time and we even had one of the same waiters from our visit (Herman) who made us feel welcome upon our return. Being celiac, one of the reasons we love this resort is how accommodating they are to my dietary restrictions and even though it isn't advertised in the menu, I was able to order my pizza gluten free and it was delicious with my margarita :) After lunch, we decided to roll the dice and luckily our room was ready early so we could get our swimsuits and hit the beach! If one ever has the option to take a really early flight (~6am) we highly recommend it as you really do get to enjoy a full extra day of your trip! I don't want to bore everyone with our entire trip so I'm just going to give the highlights and a few opportunities. Staff - the team at PH work very hard to make sure you have a great trip. We made a great rapport with our favorite waiter from the breakfast buffet last year (Samual/Samy) and quickly found him on our 2nd day who once again went out of his way to make everyone have a fun time on their trip. He is incredibly hard working and you should sit at his table section if you get a chance as his personality is warm & inviting. A second call out was our waiter at the adult pool area (Miguel Lopez) who frequently made the rounds even to the furthest areas of the pool. He consistently took a late lunch just to make sure all guests were having a good time and had some great drink recommendations! Rain or shine we knew we could depend on Miguel being there to ensure we had a great vacation and we hope his hard work gets recognized by guests. Another great interaction we had was with Elias from the cleaning staff who made a towel animal (with stickers!) on our bed one day. We loved it so much; we wrote him a thank you message in Spanish and by the end of our trip we had a whole collection of towel animals which brought several smiles to our faces. Thank you for the warm touch Elias! Lastly, we had a brief conversation with one of the manager's (Guilleth) at the Catch restaurant and I explained how I was trying to learn Spanish and he was practicing his English. In the following days, we kept bumping into Guilleth at the main breakfast buffet area so I could practice my Spanish and on our last day we had an a very early departure and he had the chef make me a special gluten free pancake meal so I would be well fed for my flight. Gracias y mucho gusto mi amigo! I could go on and on about the team at PH as they are definitely one of the biggest factors as to why we had such a great time. Safety - Overall we felt generally safe at the resort. It takes about 35-40 minutes to arrive to the gated community and once you are inside, you feel welcome as most staff make a point to acknowledge and say hello to you. Most days there would also be a group of police either patrolling the beach which may seem a bit drastic but ultimately are there to ensure you have a good stay as locals can walk up to you from this area. Pool - We spent most of our time in the adult section pool area and compared to the general section pool, it wasn't that crowded and you could swim 50m laps if you wanted to. PH is very on top of having spare towels available and we only saw them run out once or twice for about 30 minutes. They must have a lot of washers and dryers! There is a buffet brought to the pool area each day but it's so close to the Catch restaurant that we opted to dry off and eat there instead. There are numerous cabanas and chairs available and we never had difficulty locating a spot to claim. It was definitely less crowded than the general area from what we could tell. The only disappointment we had was that many of the jets in the pool and hot tub didn't work and could use a bit of maintenance but it wasn't enough to ruin our stay. Beach - The waterfront is well maintained as PH has someone going over their section multiple times each day with a tractor to groom the sand and clear away any seaweed. Many of the chairs have umbrellas which isn't something that is maintained at other resorts. In fact, PH boasts one of the larger beachfronts as compared to other resorts in the area. There is also a team close by to serve you drinks to save you a trip back to the pool area. Food - Next to the PH team, the food was the other highlight from our first trip and did not disappoint. We mostly at the breakfast buffet because of our waiter and the fact that there is literally something for everyone. I loved getting a fresh omelette prepared by a chef each morning and a cafe latte to go with my meal. It was definitely worth the walk from the Adult only section. For lunch, once we tried Catch we didn't venture to anywhere else. Not only was it the closest to our room and pool area but there were several delicious entrees for us to try. It was never really busy and we always had great service. In the evening, we went to the Sunset Strip Steakhouse a few times and had great meals and service but do show up early (~545pm) as this one is a favourite in the general area and fills up fast with a line up. We tried La Cocina again on this trip and had some delicious Mexican cuisine and it did not disappoint. However, the best place to eat dinner that we were fortunate to visit 3 times was the Braza Grill & Churrascaria which not only boasted 8 or 9 different samples of meat but also an incredible salad & dessert bar. By far, the best option to check out on the Adult only section of the resort. Overall, we had a great time to recharge our batteries and relax and we thank the incredible team at the resort for their hard work to make sure we enjoyed our stay. We are debating on a 3rd visit once again next year!

Great for families not for adults

hotel: very beautiful very big, has three sections adults family and- star class adult lobby: greeted with nice warm face towels and drinks, very small lobby, bracelet for rooms, they bring your bags to your room also. restaurants: my fav was catch(seafood) .guys burger, gustos , and buffet were the only ones you didn't have to wait two hours for food. Waited two hours for the steakhouse and Asian cuisine, couldn't get into the Mexican or Indian restaurants they were all booked up. If your [... read more] not star class you are barley getting food on time. It should be first come first serve, very unorganized I never got upset or mad they def are short staffed I felt really bad for them. bars: lots of bars drinks were great some bartenders were nice some ignored you lol, the bartenders at the pool amazing always walking round making sure your cup was filled. disco/Sports Bar:DJ was good he def could read the crowd and he took requests. Disco open everyday 10pm to 2pm, no 24hr drinks Sports bar open 11am to 2am everyday only beer and pop at the sports bar after 12am. Would suggest either having the disco stay open later or having something on the adult side after 2am. entertainment: I didnt watch one show everything geared towards the kids nothing for adults pools:adult pool needs more entertainment/activities only one foam party which was saturday, the pools were freezing ice cold beach:no seaweed high tide rooms: very nice decor beautiful spacious rooms also came with sofa bed 24 hr room service with limited food options, housekeeping very nice cabana: expensive but very nice, you get a 50 dollar voucher to go towards it. you get a bottle and platter of food from 10am to 6pm spa:to expensive they were begging ppl to go to the spa i suggest putting down all the prices by at least 100 then you will def get the ppl gym: very nice they had towels water and fruit and open 24hrs westjet:we were delayed by almost two hours going to mexico..delayed two hours coming home,had turbalnce first two hours after that everyone needed to use the bathroom instead of using all three bathrooms they only used two and the line was krazy when asked why they said its only for the first three rows, I get it but we had to sit for two hours their should be an acception for certain things like very unhuman like i never been on a flight like that before

Great Resort

The grounds were maintained very well, dining was excellent, staff was wonderful , rooms were spacious and clean. Activities were fun, Scenery was beautiful. Had a wonderful trip!!Would definitely come back to same resort next vacation

Not what you think

We felt that the hotel Planet Hollywood is way too commercialized. If you are not want authenticity of the Mexico culture then this is the place for you. If you are thinking you are going to an ALL ADULTS resort then this is NOT the place for you. All the evening shows are kid orientated and all the activities and restaurants are also on the family side. It’s not a bad resort, the employees are super friendly and hard working but I would not recommend this resort to my friends if you like to g [... read more]o off resort as this resort is very secluded from town and for previously mentioned unlikes.

Loved it!!!

Beautiful beach, very mesmerizing. Adult pool had many activities, my fav was water aerobics. Lots to see and do. Time went by so quickly, never had a chance to check out all the restaurants. Shout out to Christopher, in customer services for providing me with helpful info pertaining to events, activities & restaurants. Muchas Gracias!!

The resort was over & above expectations.

Management at this resort KNOW how to train all guest emplyees who have contact with guests. The complete atmosphere was GREAT. One person that stood out in minds was our butler, named Jose. If anyone wants a complete review, check my review on Travel Alerts. In general, if you go with an open mind, you will not be disappointed.

Hotel was phenomenal. Trip there, excursion, and trip home, not so much

Beautiful resort. Tons of dining options. Pools were fantastic. SUPER clean resort from the rooms to the common areas. Lots of events for adults and kids with plenty to occupy both. Service was excellent and check and and check out were easy.

Pretty nice set up.

Lots of activities both on and off resort. The rooms need a bit of attention but I noticed that they have maintenance around all the time/full time. The grounds were kept immaculate and it seemed like someone was always working at making certain they remained as such. Many restaurants to choose from some with takeout. Our concierge was amazing - Irvin was his name and he was like a machine the way he made things happen. I was somewhat disappointed with breakfast service when ordered to the  [... read more]room. The only thing that was ordered that was enjoyable was the fruit/cheese plate everything else was either soggy (French Toast), cold (Eggs) or inedible. The only noticeable adjustment regarding COVID was that when we changed rooms (because there was a leak in the bathroom ceiling or our original room) there was some 'special' shampoo left behind and I was told when asking for it, that when any liquids are left behind in a room they are discarded regardless.

Loved the Resort

Found the pool area and beach to be clean and there were areas for shade if needed. All restaurants had good food and all staff were very pleasant. Wait times to get a drink from the wait staff by the pool & beach were overall reasonable from my expectations. Guy's Burger was quick and good food the day we went. The lazy river was a blast, only issue is the shortage of tubes.

Star Class Junior Suite Swim Out - Excellent Vacation

The line of sight we had was simply excellent from start to finish. We stayed in the STAR Class junior swim out suite which was lovely. The swim out pools are heated and the main swimming areas are not. They do not intersect, they are separated by land space, so you have some privacy when enjoying your space. The food was quite good, we really enjoyed the Indian cuisine (personal taste) but none were worthy of complaint. The buffet was impressive as well, with several staffed cooking stations fo [... read more]r various foods, beef, poultry, pizza, calzone, fish and seafood, Mexican etc. The pool area were nice, beach was beautiful, and the staff were professional, polite and engaging. I wouldn't compare our experience to the non STAR Class, as I think upgrading made our stay so much more enjoyable than others, simply because our butler made our reservations, so there were no issues with our meal times. I saw a number of people frustrated because they couldn't get into the restaurants as they did not, or could not, secure reservations. I would definitely go back, as the premium package we purchased delivered and in many cases surpassed expectations.

Beautiful Resort

This resort is so beautiful both the family and adult side. This resort has a big sandy beach with pretty blue water. We stayed on the adult side. The foam parties were so much fun! Staff here is great and really humble. They really do try to go above and beyond. Disco was fun at night ! Two things: I would suggest is to put some entertainment in the adult side because the nightly entertainment/shows on the family side are almost so boring. Also, there needs to be a better system for dinner rese [... read more]rvations. You can only make reservations if you are star class or buy a bottle. We were not star class and really wanted to eat at the restaurants so we bought 2 bottles so we got 2 reservations . All the staff wore masks and there were sanitizer bottles and stations around the resort.

Worth the money

we loved everything about this resort, the only thing that pissed me off was I decided to go to Planet Hollywood instead of another resort because they advertise that the restaurants are reservation free. Unfortunately this was wrong, to make reservations you must line up at seven to nine o'clock in the morning to make sure you can get into the restaurant of your choice, or you would have to eat at nine thirty or later, good thing the buffet was good.

Large and Beautiful Resort Complex

Beautiful and large hotel complex. Grounds and buildings are very well maintained. Great beach for walking, both directions. Plenty of pools. Excellent food. The resort gives priority to "Star Class" guests - bottle service in rooms, butler, reservations for any restaurant, top shelf liquors. If you want a swim out room, make sure to get building 15 or 16 - these buildings have sun all day. Other swim out rooms are in shade all day. PROS: food, pools, beach, newness of the resort,  [... read more]service CONS: large resort - lots of walking, entertainment was sub par

Not worth the money

Grounds are nice, the rooms are musty and poor ac, Food is not very good. Italian is ok. The chicken at the steak house could barely be cut with a steak knife. Indian food was good. The Devore in the restaurants seem as if they were very old. Too much add one to be paid for. The alcohol is very cheap. What resort does not have fresh juice? This one. All drinks are packaged juices. Service is very slow. My room overlooked a restaurant and a big wall to my left, so I could not see the pool or ocea [... read more]n. I stayed on the adult scene and was not impressed at all. Can’t get bottled water anywhere, only cups of water unless you go to your room. I have been to many 5 star resorts in Mexico and by far this was the worst I’ve been to. I would compare the food and booze to Cuba. Totally shocked this is a blue diamond and Marriott owned.

Big big Disappointment!

The grounds were amazing, rooms had a nice layout, the grounds were lit up at night nicely and the beach was very nice but very disappointed in this hotel. For a new hotel everything is looking tired and worn from the pool chairs to the menus. The rooms were damp and smelled damp we had to get a dehumidifier which helped. Our room was a no view room as the buildings are staggered and we were indented in behind the building beside us. The food was a hit and miss and the wait times were way t [... read more]o long. Couldn't make reservations it was a first come first serve, but when you arrived it was full due to people getting reservations (if you bought a bottle of wine ahead of time). The drinks were all nasty all fake juice mixes, and my biggest disappointment was there was no real juice for breakfast, even the smoothie station had fake juice added as the base. Not enough signs around stating the adult side was off limits to kids as i seen them wondering in and being walked through every day. If you don't care about food, your drinks consist of only beer or wine and your wanting a party in the loud pool everyday then this is the place for you. I have never been to a resort where there was so many extras you had to pay for on top of your all inclusive ticket, believe me this hotel is all about the money and the VIP upgrade which is over priced to justify what you are really getting. If you don't really travel much you would be alright with this hotel, but if you are a seasoned traveler then don't waste your money on this hotel. The grounds are a 5* but the food, drinks, service is definitely a 4 star. I have never left a review before and i travel twice a year to Mexico to 5 star hotels including Hard Rock, Royalton, Moon Palace believe me this is not coming from a picky person. I was not unhappy to leave.... the weather was nice all week thank goodness for that.

Has Great Potential

Positives about PH Adult Scene Clean and Modern Property Amazing Coffee shop Beautiful Beach Large selection of Pools Best Lazy River and Grotto Delicious and Fast Room Service Hard working Maid Service Wheel chair accessible walkways Delicious Breakfast at Brasa Steakhouse Out of this World! No mosquitoes or fire ants because they spray daily Fun Pool Parties Yummy drinks at Premiere Bar in PH lobby and Twist Toiletries are fabulous (non allergic) Needs Improvement But [... read more]lers were lazy. Got us 2 restaurant reservations in 7 days. Ordered a bottle of Vodka. They gave us Gin. Pools throughout need rails adjusted for disabled individuals to access. Main buffet average at best. Sports bar Average. Italian restaurant busy with unattentive wait staff All in all, we would consider returning but we would not get the upgrade to Star Class

Great time for our group

We had a great time, the good variety of food, restaurant food delicious. The daytime pool entertainment and evening central bar was good. A little lack of seating around main stage. Our room location in 13 block was nicely shady all day and the lobby bar there was a great spot for morning coffee and pre dinner cocktails.

5 Stars!!!

Will be returning! Gorgeous property everything feels so new and clean. The staff are always smiling and make you feel so welcome. Big shout out to the entertainment team for keeping it so fun, i loved the nightly phone bingo and dj at the pool! The restaurants had so many options and left you on a full stomach every meal. I went with just a friend and we are both under 25, we felt super safe being there! Absolutely amazing 5 stars!!

Good resort

Except for the Damp smell that honestly didn’t bother me at all. The resort is great.. there are some many restaurants that I didn’t even try them all. The reserve was great.. There was that guy that was working at the buffet named Miguel.. he’s the best server at the resort. When it comes to alcohol, premium is only for the Start class which I find hard cause we paid close to 5K for a week..