Ratings based on 886 Verified Reviews
4.1 Room cleanliness
3.9 Service & staff
4.2 Room comfort
4.1 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 20 Nov 2024
Most of the staffs are rude! Not helpful at all! It’s all about money around the resort! Prime is another scammers. Overall I will never go back to planet Hollywood!
by A verified traveler
Posted 17 Nov 2024
Anything you wanna do, you got to pay for everything. Everything is expensive here! I will never recommend anyone to come to planet Hollywood! It’s looks good in photos but there’s nothing to do here! Its gets boring after days of your stay.
Comment from Hotel Management
19 Nov 2024 by Planet Hollywood Cancun, Hotel Management
Dear Prasanna, we are sorry that your overall experience did not met with your expectations, your contribution with this score and feedback will empower our operations for upcoming guests. Be assured that we will share your comments with the corresponding areas so that they can be taken into account. Thank you for your stay.
by A verified traveler
Posted 9 Nov 2024
Ms Nelly in the family pool area was wonderful. She made sure we had all we needed while hanging out at the cabana. Also Ms. Cynthia in the kids club was awesome. Took great care of our daughter while we hung out at the adult pool for an hour.
Comment from Hotel Management
11 Nov 2024 by Planet Hollywood Cancun, Hotel Management
Dear Damaris, thank you for the perfect score and nice comment. We are very glad you got to experience paradise to the max. We will be glad to receive you once again soon for more PH Experience.
by A verified traveler
Posted 30 Oct 2024
While staff was very friendly, Poor property conditions, only dinning options were buffet because unless you paid extra to request your room in advance you were not able to reserve specialty restaurants. Layout did not make sense. No flow. Cost vs what you received for the stay not worth it. My advice look elsewhere.
Comment from Hotel Management
31 Oct 2024 by Planet Hollywood Cancun, Hotel Management
Dear Eric, we are sorry that your overall experience did not met with your expectations, your contribution with this score and feedback will empower our operations for upcoming guests. Be assured that we will share your comments with the corresponding areas so that they can be taken into account. Thank you for your stay.
by A verified traveler
Posted 26 Oct 2024
The property was really clean. The staff was really nice and informative about area. The only thing that wasn't wonderful was the food.
Comment from Hotel Management
28 Oct 2024 by Planet Hollywood Cancun, Hotel Management
Dear Pierre, we are sorry that your overall experience did not met with your expectations, your contribution with this feedback will empower our operations for upcoming guests. Be assured that we will share your comments with the corresponding areas so that they can be taken into account. Thank you for your stay.
by A verified traveler
Posted 22 Oct 2024
Very good stay!
Comment from Hotel Management
22 Oct 2024 by Planet Hollywood Cancun, Hotel Management
Dear Chandroutie, thank you for the perfect score and nice comment. We are very glad you got to experience paradise to the max. We will be glad to receive you once again soon for more PH Experience
by A verified traveler
Posted 10 Oct 2024
I love the customer service and how the options for food were available, but didn’t like how fast they filled up. Didn’t get to try some of the food choices because of availability. Was suppose to have dinner on the beach as part of a reward but never got to because of weather and it was too late to find reservations for another option.
Comment from Hotel Management
10 Oct 2024 by Planet Hollywood Cancun, Hotel Management
Dear Pierre, we are sorry that your overall experience did not met with your expectations, your contribution with this score and feedback will empower our operations for upcoming guests. Be assured that we will share your comments with the corresponding areas so that they can be taken into account. Thank you for your stay.
by A verified traveler
Posted 10 Oct 2024
I WOULD NEVER RETURN HERE , rooms are nasty , my bathroom had mold & mildew all over it . My tub was rusted. Food was tasteless , I got sick the last night from eating at the steak house. I literally had to eat room service my whole stay there. When I went to guest services to complain , they tried to make me sign an NDA & give me $75 to shutup . It wasn’t enough for what I endure there & I refused . DO YOU RESEARCH BEFORE GOING HERE !!!!!!!!!! no camera on property as well .
Comment from Hotel Management
10 Oct 2024 by Planet Hollywood Cancun, Hotel Management
Dear Herna, thank you for your preference and above all for your feedback, it will be taken into account as they are our main improvement tool, your comments will be shared with the concerned departments. At Planet Hollywood Cancun part of our main goals is to offer a great experience to our guest, and rest assure we will take effort to attend all the mentioned points for be improved.
by A verified traveler
Posted 7 Oct 2024
Food was terrible, housekeeping was going thru bags when they cleaned the room kinda no a safe place for value things to be sitting in the room this place is more for family or people with kids I had a terrible experience plus had to wait 6 hrs to get my room
Comment from Hotel Management
8 Oct 2024 by Planet Hollywood Cancun, Hotel Management
Dear Desmen, we are sorry that your overall experience did not met with your expectations, your contribution with this score and feedback will empower our operations for upcoming guests. Be assured that we will share your comments with the corresponding areas so that they can be taken into account. Thank you for your stay.
by A verified traveler
Posted 7 Oct 2024
Great job
Comment from Hotel Management
7 Oct 2024 by Planet Hollywood Cancun, Hotel Management
Dear Carla, thank you for the comment and score. We are very glad you got to experience paradise to the max. We will be glad to receive you once again soon for more PH Experience
