Planet Hollywood Cancun by Royalton

Mexico , Cancun (and vicinity)
Cancun, Punta Sam Carrertera Mza 002 Lt7 Salinas 77400
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100 reviews shown

10/10

Exceptional

06 Jun 2026

Elizabeth Christina

This was our second time staying at Planet Hollywood Cancun. Our experience this time was even better than the first. David and Dana the representatives from Expedia made sure that our dinner reservations were made for the days that we were there. This was a struggle last time we stayed there because it was so hard getting a dinner reservation. So definitely next time that I visit Planet Hollywood I would book it through Expedia. I felt like I was getting the royal treatment. Plus, I received a $500 voucher to be used for many things at the resort. All the restaurants are very good. I only wish there was better nightly entertainment.

Family_with_children

8/10

Excellent

04 Jun 2026

There is no A/c in elevator and lobby.

Friends

10/10

Exceptional

31 May 2026

Luisa Mendive

Muy buen servicio, muy limpio el hotel, y muy buena atención. Lo recomiendo 100%.

Friends

8/10

Excellent

29 May 2026

isaac

Un poco lento el check in, buen servicio en restaurantes, las áreas de albercas muy bonitas pero les falta un poco más de atención alrededor de ellas

Family_with_children

6/10

Pleasant

29 May 2026

Kyndal

The resort is beautiful and my family and I loved the movie theme. The entire resort staff were incredibly nice and hospitable. Everyone had the best attitude and were extremely helpful when we needed something. The food wasn’t that great in the buffet but the other restaurants were better. Our favorite was the East Japanese restaurant. The kids pool and splash pad were closed for maintenance unfortunately which was disappointing. We had a swim our room with was fantastic! My baby was super excited about it everyday! Unfortunately at the begin our stay we had some maintenance issues with our AC not working properly, a ceiling light was leaking water and our ceiling fan was stuck on the highest speed. The AC issue was fixed and we were provided a dehumidifier to help with the high humidity. Everything that was wrong with our room was fixed promptly but it was still very frustrating to deal with the first two nights of our stay. The phones and the room switches are difficult to figure out. There’s a touchpad next to the bed but ours didn’t work properly at all. Pretty resort but the food needs to be improved as well as the maintenance of each room.

Family_with_children

10/10

Exceptional

25 May 2026

Keyana

Extended stay , great service , staff was amazing and catered to the needs of guest

Partner

8/10

Excellent

25 May 2026

Ans

The room service was extremely poor. It takes atleast an hour to bring anything requested. Also, the lunch options are very limited for kids.

Family_with_children

10/10

Exceptional

22 May 2026

Erin

resort was lovely! so much to do and so many staff on at all times who are all incredibly friendly.

Friends

10/10

Exceptional

21 May 2026

Atta UL

Clean room and kids friendly

Family_with_children

10/10

Exceptional

20 May 2026

Abinan

The resort is a very family oriented resort. It's not for parties.

Staff is helpful and the place is very clean!

Partner

6/10

Pleasant

19 May 2026

Zackary

The room was clean, the food variety was excellent (everything could’ve been salted or seasoned better), and the staff were all PHENOMENAL. My biggest complaint was getting sick after being on the property for only 2 of the 6 days and being stuck in bed not being able to enjoy our trip. Came home, went straight to the ER and was diagnosed with having E Coli and Salmonella…

Partner

10/10

Exceptional

16 May 2026

Jennifer

We did star class for this trip and it was worth it to us to pay the extra. Mauricio and Mafer were are dedicated staff and they did not disappoint.

Family_with_children

10/10

Exceptional

15 May 2026

Tong

We went around mid May. It was supposedly the slow season. This place is awesome. Especially if youre a gold membership through Expedia. Our Expedia rep David at Planet Hollywood took care of our dinner reservation and needs. So, we didnt even have the need to spend the extra $1,000 to upgrade to Star Class. The events was fun. The night show was awesome and professionally perform. My son had so much fun.

Family_with_children

10/10

Exceptional

12 May 2026

Adrian

David from Expedia has been my wife and I’s right hand man. He is genuinely such a kind human and has provided us with so much information and made our stay all the more special. If we were stuck with something or needed help and other staff said they can’t do anything about it, David always found a way. He deserves all the best and we are so lucky to have him. NO ONE ELSE WAS HELPFUL

Partner

2/10

Poor

11 May 2026

Rohit

Our stay at Planet Hollywood Cancun was unfortunately not a good experience. For such a large and premium resort, several basic things were disappointing.

The ACs in multiple areas including the lobby and restaurants were either not working properly or barely effective, which made it very uncomfortable, especially in the Cancun heat.

One of the biggest issues was that for five straight days, the resort did not have oranges available. My pregnant wife was dealing with dizziness and oranges were something that helped her, yet despite repeatedly asking, we were told they were unavailable throughout our stay. It was surprising and frustrating that a resort of this size could not arrange something so basic.

Additionally, the room service vegetarian options were extremely limited and the food quality was not up to the mark.

Overall, the experience did not meet the expectations we had for this resort.

Partner

6/10

Pleasant

10 May 2026

Sarah

Came for the waterpark, waterpark was closed when we arrived, EVERYTHING is an up charge, trampoline park 60USD a day, arcade $$$, some activities for kids, great night time entertainment, food was very subpar( with the exception of the Indian restaurant) pools were dirty, beach was nice, staff were lovely

Family_with_children

10/10

Exceptional

08 May 2026

Aldo

10/10

Exceptional

04 May 2026

Nishaa

Everything was perfect!

Partner

10/10

Exceptional

27 Apr 2026

Shawn

Breakfest was fresh and good. trustworthy day care only used it once for few hours went well. resort staff were great and helpful. Dana and David were awesome. Resort property could use a little love

Family_with_children

10/10

Exceptional

27 Apr 2026

Sharnee

This entire resort was amazing. My directors suite swim out room was beyond extraordinary. The service from all staff was over the top. When I said one of the best vacations I ever had. It was ever peaceful and relaxing. The drinks were good depending on who made them. The food was average but I loved the seafood restaurant called Catch Seafood. Food was top notch. I rented a cabana and when I say the service I received from that was top notch. I will most definitely be visiting Planet Hollywood again.

Friends

8/10

Excellent

25 Apr 2026

Bambi

Great vacation

Family_with_children

10/10

Exceptional

21 Apr 2026

Mariann

I had the absolute pleasure of joining my family for a stay at Planet Hollywood Cancun, and I can honestly say it exceeded all my expectations. From the moment we arrived, everything felt easy, welcoming, and thoughtfully done.

The resort has such a fun, lively atmosphere, with movie-themed touches everywhere you look. I’m not usually one to “geek out,” but I have to admit, I found myself smiling at all the memorabilia and little details—it really adds something special to the experience.

What made the trip truly memorable, though, was the time spent together. There was something for everyone, and it made it so easy to relax, enjoy great meals, and just be present with family. The staff were warm and attentive, and the entire place felt clean, safe, and well-run.

All in all, a fantastic vacation. I came home happy, a little sun-kissed, and very grateful for the memories we made together.

Family_with_children

10/10

Exceptional

21 Apr 2026

Jennifer

We just got back from Planet Hollywood Cancun, and after visiting a lot of resorts, this one stands out as better than most.

The resort itself is beautiful, and the movie theme is done really well. I’ll admit, I geeked out a bit with all the memorabilia scattered around. The crown jewel for me was seeing the signed Happy Gilmore putter from Happy Gilmore in the sports bar. Absolute legend piece from Adam Sandler.

Food had a few ups and downs, but overall we really enjoyed it, especially the Italian restaurant.

This place is amazing for families. Our three kids had the time of their lives. Only downside was poolside seating can be tough to get if you’re not up early.

Biggest highlight though was the Expedia concierge team. Which we didn't even know we had access to until we got there lol.

Dana and David were incredible. They handled all our reservations, checked in daily, and even set up a birthday surprise for my wife. They truly felt like family by the end of the trip. It was so nice to see a couple people who cared so much about there job and ensuring their clients had the greatest time! Thank you to you both!!!!

Overall, a fantastic experience!

Family_with_children

10/10

Exceptional

20 Apr 2026

Josefina

Very nice family friendly resort. Hospitality was great .

Family_with_children

10/10

Exceptional

19 Apr 2026

Matthew

Definitely book through Expedia. Their on site reps (Dana and David) were key to the success of our trip. They were attentive, checking in everyday. They booked us restaurants in advance and asked us for anything we needed.

Family_with_children

10/10

Exceptional

19 Apr 2026

Janel

We had a great family vacation at Planet Hollywood in Cancun. The resort was a lot of fun & we enjoyed the lazy river, fast drivers & family pool activities. The Italian, steakhouse & Teppanyaki restaurants were very good. The tours we booked (Isla Mujeres & deep sea fishing) were excellent & we had no issues other than a bit of seasickness. Our Expedia ambassadors (David & Dana) were top quality & so helpful. Highly recommend. Thanks for the great trip in the sun!

Friends_and_family Family

10/10

Exceptional

16 Apr 2026

Emily

My stay at planet hollywood was amazing. Thank you so much to all the staff. The two concierges David & Dana were truly amazing in catering to us. They booked all our reservations, made sure we were comfortable & taken care of all the time. The front desk staff were so kind as well, they had upgraded us to Star class free of cost. The rooms were gorgeous, best room I had stayed at in cancun. The restaurants were very tasty. I would definitely be returning! Thank you again.

Family_with_children

4/10

Poor

15 Apr 2026

Hary

No options for food beside the pool and beach. Entertainment is good

Food is dining restaurants is very ok

Friends

8/10

Excellent

09 Apr 2026

Ubaldo

****Expedia crew team David and Dana were exceptionally helpful, our family felt very special with their support provided during our visit. ***

Rooms .- closed doors and bathroom doors not well maintained not locking and continuously you need to get it close in order to prevent any accident while walking around the room.

Pool.- Hotel has 3 pools for families but not enough big and not enough chairs to get sitting around 100 chairs for a big complex you have to wake up at 6:00 am to be able to get a couple of chairs, if so you step by 7:00 am all of them are busy.

Food.- Mostly in the pool area you would be able to find hot dogs, burgers and pizza, if do you need any other plate you need to walk over the restaurant.

Entertaining shows were good,
Hindu restaurant also fantastic, 5 stars
Italian restaurant not too good. 3 stars
Japanese restaurant 5 stars.
Steak House hoster very mean, waiter manager looked very stressed passing it to the team.

10/10

Exceptional

07 Apr 2026

Doorjodhan

The room and all the amenities were great

Family

10/10

Exceptional

06 Apr 2026

Dawn

We stayed on the family side as a family of 4 having a 13- and 17-year-old. Our room was kept clean and housekeeping was always available to provide the extras as requested. Our kids loved having room service as an option for food in the late evenings or when they did not feel liking venturing out in the sun. We all enjoyed the swim-up bars for the refreshing drinks. Most of all we appreciated discovering upon our arrival that Expedia had already made dinner reservations for us for each night of our stay - this was a pleasant surprise and definitely a perk that we having been talking about with others. In addition to the dinner reservations, Expedia staff checked in with us frequently to assist with any questions or reservations that we had or may want at the resort. Having booked through Expedia made the stay a little more special!

Family_with_children

10/10

Exceptional

06 Apr 2026

Edward

Nice gym

Friends

8/10

Excellent

04 Apr 2026

James

We stayed at Planet Hollywood for our family spring break, and with several other families. We have nothing but wonderful things to say about the staff, especially David and Dana, who were always checking in with us, helping to make sure we had a dinner reservation for our larger group, as well as reserving cabanas for us for several days. Our room was great… two queens and a sofa bed was good for a family of four. The housekeeping staff did a great job, the room was always clean and tidy. No bugs, brought us extra towels quickly if needed, the a/c worked great, as well as the ceiling fan. The only “annoyance” was with the folks who stock the fridges. Two beers a day for a family of four is “no bueno” - but David and Dana always helped here. As far as the restaurants, we did the hibachi one night, Italian two nights, steakhouse two nights and sports bar one night. No complaints about any of them, only comment is that we preferred to order from the menu versus the family style. Food was good for both, but they just seemed to hurry us along more with the family style… not sure why, just an observation. The fresh pizzas were AMAZING and great for lunch time at the pool. We did order room service for breakfast almost every day, and also was very good. We did not have the star class upgrade, but one of the families we were with did. It was definitely a different vibe and crowd, but not a significant difference in our overall experience. Highly recommend PH!!

Friends

10/10

Exceptional

04 Apr 2026

Jason

Star Class breakfast and lunch through were outstanding, as were the pizzas and taco truck on the adult side. Dinners were average except for the Italian restaurant which was very good. Avoid family style service. The butlers/concierge service was hugely helpful in making reservations. Could not have done it without them.

Friends

10/10

Exceptional

02 Apr 2026

Harsh

Dana and David were very caring. Without them it was impossible to get our restaurants reserved. They got us a complementary poolside cabana and 3 hrs time at trampoline park.

Friends

8/10

Excellent

02 Apr 2026

Virgen

They need to improve the rooms—they have a strong musty smell, and my daughter got sick. They should also have more music and more activities for both adults and children. The staff is insufficient; the lines are long, and the wait times are high because there aren’t enough staff members.

Family_with_children

8/10

Excellent

23 Mar 2026

Vinay

Clean room, helpful staff.

Family_with_children

10/10

Exceptional

22 Mar 2026

Amy

The room was beautiful and staff were great. I had a beautiful ocean ciew

Family

10/10

Exceptional

22 Mar 2026

Satish

Our two Expedia Ambassadors, Dana and David were amazing!! They were very attentive and went above and beyond to make our stay at the resort smooth and enjoyable. In particular, when the headboard above one of our beds fell at 10 at night, we sent David a message and he had maintenance in our room within 5 minutes to fix the problem. And the next day without us asking he arranged for our kids to get a free day pass at Planet Play to make up for the inconvenience. We really appreciate that level of excellent service.

Family_with_children

8/10

Excellent

20 Mar 2026

Laura

It was nice,

Family_with_children

8/10

Excellent

19 Mar 2026

Lorie

Difficult trying to find a chair at the beach or pool area even at 6 a.m. Travelers are able to out a towel (hold) chairs and nit appear until mid afternoon.
It’s a challenge to find towels at the start of the day.
The resort requires a lot of walking to reach pools, beach and restaurants.

Family

8/10

Excellent

18 Mar 2026

RICHARD

Our room was clean and comfortable staff was terrific especially our star level concierges Dana and David. They checked on us twice a day to see if needs were met and helped make dinner reservations for our group of 26 family, Thank you from all of us to all involved with making the dinner come together perfectly. Over all we had a great stay and the resort is very nice. Food was all okay.

There are a few items that I I think it could be improved, in my opinion.
The wifi signal was very weak in some areas and dropping out especially around the family pool area
Need more pool area chairs, lounge chairs and pool beds. The lounger and towel game goes on as everywhere we have stayed. There is lots of room for more palapas' and furniture.
We were in building 31 fifth floor and the elevator was broke down the last five days and we had to use the service elevator which was very busy with the house keeping. On our last day when we were leaving that was broke down as well and we had to take the stairs to leave at 3am and bellboy was late causing me to carry our luggage down 5 floors while my wife uses a cane for mobility issues making it very difficult for her to use the stairs.
Over all the resort is very nice and would recommend it.
And thanks to Expedia for the upgrade to Star Class it was a very nice surprise

Family_with_children

8/10

Excellent

17 Mar 2026

Darryl S Douglas

I wish I could rate this property a 4.5. It wasn't Excellent, but it was better than just Good.

Family of four (husband, wife, 2 kids[16 & 9])

The landscaping, rooms, restaurants, amenities were all very clean. The buffet was extremely diverse & plentiful. The pool areas were very large & the options for cabana opportunities were sufficient. The staff was friendly at every turn. The check-in/out process was fairly simple. The proximity for all the amenities were fairly close (at least to our room).

Here is why I didn't rate a 5:
- Unfortunately I believe a new employee was checking us in. They provided an incorrect phone number for our stay. This is massively important because the resort uses Whats App for communication. The butler service that comes w/ Star Class was not properly utilized our lst day. Prior to our arrival they requested a Pre-Checkin which I completed (includes my mobile number). They also emailed me multiple times prior to my stay, could have been another method to contact me. I called Room Service to discuss restaurants. When I hung up, my butler called back & we corrected the number. He was phenomenal thereafter.
- Price. Due the price of the resort there should be two things; either have more restaurants or increase the amount of open slots. I feel if a person has paid extra for Star Class, give them an option to wait for next availability. Pro tip: Reserve room prior so you can use app to reserve restaurants in advance.

Family_with_children

10/10

Exceptional

16 Mar 2026

Joshua

Nice, place, beautiful beach and friendly staff. Our Expedia concierges were very friendly and helpful!

10/10

Exceptional

16 Mar 2026

Ashley

We had a wonderful time here in March '26! The staff were all very friendly and helpful. We especially appreciated the exceptional service from the Expedia reps, Dana and David. They checked in with us every day to make sure we had everything we needed!

Friends

10/10

Exceptional

15 Mar 2026

Angela

Our stay at an all-inclusive beach resort in Cancun was absolutely amazing! The resort itself was beautiful, with stunning ocean views and well-kept grounds that made it feel like a true getaway. The food was great with plenty of options, and the entertainment each day and night kept things fun and lively.

The pool was beautiful and the lazy river was so much fun! What really made the experience special was the staff. Julio, a poll server was incredible—always friendly, attentive, and made sure everyone was having a great time. He was the kindest, most genuine person, so I highly recommend tracking him down. Dana and David with Expedia were also amazing and helped make the whole trip smooth and enjoyable from start to finish.

Overall, it was a fantastic vacation with great service, great food, and a beautiful setting. We would definitely come back!

Family_with_children

10/10

Exceptional

15 Mar 2026

Cheryl

swim up was an excellent addition to our family vacation. Kids area was enjoyed by all

Family_with_children

8/10

Excellent

14 Mar 2026

Jill C

Staff was friendly!

Friends

10/10

Exceptional

14 Mar 2026

Carolyn A

Would def stay here again. Great staff/service, clean pools and rooms. Booking through Expedia gets you a private concierge that helps book dinner reservations and whatever else you need. Need more chairs and umbrellas by the pools.

Friends

8/10

Excellent

14 Mar 2026

Sean

Ideal for families

10/10

Exceptional

14 Mar 2026

Andy

Very good

10/10

Exceptional

13 Mar 2026

Emilia

Ocean view, clean room. Family friendly

Friends_and_family Family

10/10

Exceptional

11 Mar 2026

Ryan Walter Charles

8/10

Excellent

09 Mar 2026

Darryl Philip

We stayed in block 27. Our balcony had a decent view out to the beach. Overall the resort was great. Food was great, w/ each restaurant offering a good variety. The buffet also changed up the food every day, which was refreshing.

We had booked through Expedia and as such an Expedia Concierge had pre-booked our family of 4 for dinner at each of the restaurants, which worked out great & was one headache we didn't have to worry about. As such, I can't comment on how easy it is to get reservations.

My understanding is that the Adults only side has a heated, pool, but since we were with the kids I can't confirm. The other pools are not heated. There is some debate we saw online about them being 'too cold', but at 28C/82F its refreshing to cool off in the pool or the lazy river. We didn't find it overly 'cold'.

The beach was great as well. Soft sand, clean beachfront. The waves can get a tad big on windy days if you have little ones.

One thing to note is that people looooove to reserve pool chairs and beach chairs. I had to wake up and be down by 7:30 to ensure we got seats by the pool and at the beach. Even then, on at least 1 of the days we were out of luck by the pool.

We did check out the arcade, which seemed a bit pricey for us Canadians ($2USD/ea).

Only downside was our bathroom needed some TLC. Loose fixtures in the shower, toilet door wouldn't latch, some mold in the shower, & water pressure was really weak. One day we were without hot water, but it was fixed by 8pm

Family_with_children

10/10

Exceptional

06 Mar 2026

Yaneth

I had a wonderful stay and wanted to give a special thank you to Dan and David. They were incredibly helpful and always responded quickly whenever I needed anything. They never hesitated to assist and consistently checked in to make sure I was comfortable and had everything I needed.

What meant the most was how they helped make my son’s birthday special during our stay. Their kindness and attentiveness truly made the experience memorable for us. I really appreciate the excellent service and would highly recommend staying here.

Family_with_children

8/10

Excellent

05 Mar 2026

Mark

The whole family had an amazing time. Our Expedia reps at the hotel made a WhatsApp chat which was extremely convenient. They made dinner reservations for us with the ease of sending a text message and when we had no hot water in our room it was fixed within 30min of letting them know.

Family_with_children

10/10

Exceptional

04 Mar 2026

Tammy Lynn O'Quinn

We loved our recent stay at PH Cancun in Costa Mujeres. The amazing daily support, care & attention we received from our two Expedia concierge attendants Dana & David were INCREDIBLE! The absolute sweetest & right there to make sure every little detail was exactly to our needs from taking care of my mom on her birthday with cakes, singing, etc to booking us at restaurants & even making sure we had the best coffee every morning in our room! Every day we received texts from Dana and David ❤️WOW!!! Will never forget them
Daniel the hotels concierge was also great helping us use our resort credit at the spa & Willie the waiter at the buffet restaurant was our favorite!
The swimouts here are the best we have had with our own private Cabana & lounge chairs in the swimout (ps: they are not heated howeverrrrr… we stayed in building 30 with lots of sunshine so the water was actually perfect!). And it was right across from the lazy river, the Florider, kids waterpark, hotdog trailer - better than Guy’s burger and fries, and it was close to the beach!
We took in the shows every night and also enjoyed th Fast and th Furious track. They create the coolest video for you! lol we LOVED IT!
We used MTS for our airport transfer and they were also amazing! It was an option to book through the Expedia app. Like our two wonderful concierge attendants, MTS were also in great communication with us for every detail.
Again, so glad we booked another vacation through Expedia. The perks are great!

10/10

Exceptional

04 Mar 2026

Vishal Ashvinkumar

Excellent property, maintained good hygiene, close to ocean, lots of activity for all ages( dancing, beach volleyball, daily shows, games), delicious food and excellent hospitality by Expedia staff (Dana and David). Both helped us a lot everyday, ensuring we are doing good, provide excellent support during our stay. Thank you so much.

Family_with_children

10/10

Exceptional

04 Mar 2026

John T

Good food.

10/10

Exceptional

03 Mar 2026

Andres

My family and I enjoyed this resort. Our suite was nice and because it was family friendly my son also enjoyed this place.

Family_with_children

10/10

Exceptional

28 Feb 2026

Leighton Austin

Dana from concierge was amazing! Our room was perfect and the only requests we had was additional water. They brought it right away. During our stay Dana would message us to make sure we were doing ok. During our last night she asked if we had dinner plans and offered an exclusive restaurant for us. She was amazing and we really enjoyed her being our Expedia representative

Friends

10/10

Exceptional

28 Feb 2026

Aisha

Our agent’s name was Dana and she was quite literally the poster girl of hospitality. Anything we needed she made sure was attended to, ranging from a last-minute reservation to giving us Expedia’s amazing discounts on excursions. So glad we had her to help us out during our stay! 😊

Partner

10/10

Exceptional

28 Feb 2026

Laura

Dana and David from Expedia were amazing. They were so responsive and they checked on us every day during our stay. They were so helpful! They booked all our dinner reservations and they helped secure late checkout for us at no extra cost. We will definitely be going here again!

10/10

Exceptional

27 Feb 2026

jeffery

Amenities, layout , my Expedia staff where awesome!!

Friends

10/10

Exceptional

27 Feb 2026

Kayla

Had fun

Self

10/10

Exceptional

26 Feb 2026

Joshua Richard

From the moment we arrived, everything met if not exceeded our expectations. Our room was comfortable, and well-maintained. The entire property was clearly well cared for.

The food was very good with many options to choose from. There were multiple restaurants available, each offering something different, so it never felt repetitive.

Everyone we encountered was friendly, professional, and genuinely welcoming. A special shoutout to Luis, the bartender in the lobby lounge, he was our favorite!

This resort is great for adults looking for entertainment and fun, while also being a great option for families with kids. We would definitely return and highly recommend this resort to anyone considering a trip to Cancun.

Family_with_children

10/10

Exceptional

25 Feb 2026

Sukhwant

Yes

Family_with_children

10/10

Exceptional

25 Feb 2026

Stacey

We had the best family Vacation! Everything and everyone exceeded our expectations. We will be back!

4/10

Poor

24 Feb 2026

Grace Marie Brusca

Our stay at Planet Hollywood Cancun by Royalton, Autograph Collection All-Inclusive Resort was unfortunately not ideal.

We stayed in a Junior Suite with a swim-out pool. While the room was okay, it felt much older than expected. The hotel is only about five years old, but the condition of the room made it seem dated and worn.

Dining was also frustrating. We were unable to get dinner reservations before 9:00 PM during our stay, which made evenings inconvenient and less enjoyable.

Safety was another concern. The floors around the pool area are extremely slippery. My husband fell due to how slick the surface was, which was upsetting and concerning.

The most disappointing part of our trip happened when we were forced to extend our stay by one night due to a blizzard in New York that caused all flights to be canceled. We hoped the hotel would assist us in extending our room, especially given the circumstances. Instead, we were told we had to go online ourselves and book another night at full price. We were also required to physically check out of our room and then wait until 3:00 PM to check back in — and we had to move to a different room for that extra night. It was extremely inconvenient and stressful during an already difficult travel situation. The hotel staff offered no meaningful assistance.

Overall, the experience was disappointing, and we expected much

Family_with_children

10/10

Exceptional

24 Feb 2026

TaShike LaShawn

Most of the staff was very courteous. Our rooms were really nice. There a few hiccups but mostly rectified immediately

Family

10/10

Exceptional

23 Feb 2026

Lindsay

Incredible service

Family_with_children

6/10

Pleasant

18 Feb 2026

James

Rooms were by far the worst we have been to in cancun/caribbean area. No hot water for almost two days. No elevators for a day. Unable to reserve any restaurants for dinner. AVOID

6/10

Pleasant

18 Feb 2026

LUIS

The hotel is really good and the staff is very helpful. The buffet has excellent and varied food. The rooms we were given on the second floor (28212) had a strong musty smell; in fact, a member of our family got sick because of it. We reported this to Guess Service and they said they would send a humidifier, but it never arrived. Another issue the hotel needs to address is the lack of bartenders. For example, at the beach bar, as well as at other bars, there are very long lines waiting for drinks.

Family_with_children

10/10

Exceptional

16 Feb 2026

Melvin

The service was great. Room could have been cleaner. Amenities was awesome. Loved the swim out. The beach was amazing.

Leisure Family_with_children

10/10

Exceptional

16 Feb 2026

Samantha Bernice

We just returned from a weeks’ long stay at Planet Hollywood and we loved every minute of it.

6/10

Pleasant

16 Feb 2026

Brad

Buffet food was great and staff were very friendly. Entertainment was awesome at the theater, but it was hard to find seats.

Reservable restaurant food was average. Pool cleanliness could be improved. Pool activities were spread across multiple pools, which was a problem because we only had access to Family pool. So it felt like we were missing out on quite a bit of the activities.

If you don't wake up by 7am to reserve a pool chair, you may not get one. We didn't do it, but others were tipping staff to save chairs for them.

If you like swimming in the ocean you probably don't want to come this resort in Cancun. Moderate to severe current warnings the entire time we were here.

Make sure you book with Expedia. You get special treatment for some reason. Be mindful of the Expedia reviews though, they offer you free upgrades if you give them a 5 star review.

Leisure Family

10/10

Exceptional

16 Feb 2026

Sharon

They stay was amazing the staff super friendly and commanding Dana and David was super helpful, nice, friendly, and fast with everything we ask for they made our stay comfortable and easy.

Leisure Family

8/10

Excellent

14 Feb 2026

Patricia L

Wonderful staff, very clean resort. Beach is well maintained and beautiful. Food was great and lots of great drink options. There is difficulty booking on the resort app but if you have Expedia concierge they will do the hard work for you. It was a great trip!

Leisure Family_with_children

8/10

Excellent

04 Feb 2026

Zackary

Clean, staff was awesome, but did seem understaffed.

Leisure Friends

8/10

Excellent

01 Feb 2026

Irene

Friendly staff
Clean rooms
Many food options

10/10

Exceptional

29 Jan 2026

Angelica

Very clean rooms. Staff was amazing. Dana and David were very attentive and friendly taking care of our needs. Food was delicious.

Leisure Family_with_children

10/10

Exceptional

28 Jan 2026

Meyer

The service was amazing and our expedia consierge David and Dana was exceptional for service . Always there ready to reserve our night time restaurants and making sure we have everything. The hotel was amazing food was 10/10. Rooms super clean overall great experience . We had an upgrade vip Star Class so that was cool. Thank you Planet Hollywood . Michel and Monique Abitbol

10/10

Exceptional

25 Jan 2026

Kristina M

We had great Expedia ambassadors- David and Danna! They were so helpful from check-in through our whole experience. David set up a group chat and kept in touch with us everyday. He set all our dinner reservations and even got us moved for the steakhouse as we ended up renting a cabana and wanted to use it for the full day. I cannot say enough about David’s help throughout the week. He definitely made our stay unforgettable.

Leisure Family_with_children

10/10

Exceptional

25 Jan 2026

Cheryl

David from Expedia was the most helpful! He arranged meals. Arranged our transportation to airport and check in every day to see what he could do to help us

Leisure Family

10/10

Exceptional

25 Jan 2026

John

Helpful staff. Abundant amenities. Food was okay. High energy vibe. Room lighting a bit tricky.

Leisure Friends

10/10

Exceptional

24 Jan 2026

RACHAEL

This was our first time at Planet Hollywood and we absolutely loved it. From the moment you enter the lobby the staff was wonderful. Our butler Frank was top notch. Leo who works in building 21 was outstanding. Vicente at the adult pool was fabulous. We booked our trip for next year at the same time. Love it here!!

Leisure Family

8/10

Excellent

23 Jan 2026

Cheryl

Liked the movie theatre and food.

Leisure Family

10/10

Exceptional

23 Jan 2026

David

Had a great stay we had to concierge dana and david was amazing anything asked for was made available one night we did lose power and got hot but was fixed n next hour after we woke up

Family

6/10

Pleasant

23 Jan 2026

Mark

room was decent, very run down.

Leisure Family

10/10

Exceptional

22 Jan 2026

stephanie

Staff - specifically Dana, my Expedia concierge who went out of her way daily to make my stay wonderful.

Leisure Family

10/10

Exceptional

20 Jan 2026

Tim

All the above as well as great service and friendly staff.

8/10

Excellent

20 Jan 2026

Sarah

Staff was good and our 2 reps from Expedia made the trip for us! David and Dana were exceptional and went above and beyond for us!

Leisure Family

2/10

Poor

20 Jan 2026

Jennifer

Smokers everywhere!!!!
Damp rooms
Terrible food
Over booked guests so there were no available reservations for dinner and never empty pool chairs.
Always ran out of pool towels
Our room took forever to get cleaned each day
Poorly stocked fridge/rooms (didn't even have hand soap, enough pillows or blankets when we got in)
Uncomfortable beds, super thin pillows

*Would not recommend!!!!

Leisure Family

10/10

Exceptional

19 Jan 2026

Ana Cristina Gamez

Excellent service, we enjoyed a lot our vacations. The food, the services, the people but especially the Expedia ambassadors were amazing.

Leisure Family_with_children

10/10

Exceptional

16 Jan 2026

Amy Lee

Check in was smooth and easy, the room was very nice, staff were so nice. David our expedia ambassador was so helpful and made sure everything was perfect and so special for our stay.

Leisure Friends

8/10

Excellent

14 Jan 2026

Saravjeet

Dana and David provided excellent customer service.

Leisure Family_with_children

10/10

Exceptional

12 Jan 2026

Maria

Mauricio Camacho and David Albahari were amazing. Polite. Nice. They took care of everything for us and were behind every detail. Staff were friendly and amenities were very clean. We loved our expedia benefits. Mauricio and David enhanced our experience with their service. We really appreciate them being our concierges. Thanks!! :)

Leisure Friends

10/10

Exceptional

08 Jan 2026

Michael

Our stay was absolutely amazing can’t wait to come back!!!! Everything from the food, drinks and activities were great. Been to Mexico many times in the past but this was the best AMAZING BEACH!!!

Our butlers David and Mauricio went out of their way to make everything so special THANK YOU!!!Cant wait to come again

Leisure Family_with_children

8/10

Excellent

03 Jan 2026

Cherleen

We had our own concierge from Expedia. He was very helpful and kind. All the staff were very nice. Our room smelled damp and musky, but we got a dehumidifier to our room as soon as we asked for one. Room was very clean otherwise. We went to two Al a Cartes--Mexian & Italian. The food definitely needs an upgrade. The buffet wasn't too bad. Lots to choose from. My kids favourite was the breakfasts. Coffee is mediocre. We had a great trip and enjoyed the pool and beach areas. On Christmas Day, we went on a catamaran to Ilsa Mejures. It was a lot of fun. My only complaint is they sold me $40 us sunblock, only to find out we weren't snorkeling. That was a waste of money. Would we come back to this resort? If it was cheaper, maybe. We enjoy going to different resorts every year.

Leisure Family

10/10

Exceptional

01 Jan 2026

Michael

This resort was a total delight, especially the service from everyone we met. Best family holiday destination. We loved the included buffet meals each day. The great daily shows. The Kids club (thanks Wendy & Alis!). The pool parties, clean beach, New Years show (so awesome!), modern gym, lazy river, grotto bar, excursions, and Expedia perks (thanks David & Mauricio).

Leisure Family_with_children