Planet Hollywood Cancun Adult Scene by Royalton, An Autograph Collection® All-Inclusive Resort - Adults Only

Beautiful property. Travelled with family and paid for star class. 6 people in total. Kids loved the lazy river and stayed busy the entire stay. Entertainment was great, spa was amazing and the tours were easy to book on site. Food was delicious and fast (no waiting in line with star class) easy to use app to book reservations/check daily activities. Check in was a breeze and room service was a hit for the kids 24/7.

The check in process was a bit slow. But the stay made up for it. The food was great the spa and gym was amazing. The beach was awesome as well. The adult pool was a bit dirty at times. The lazy river was the best to just lounge around in. Overall the stay was amazing and my wife and I had a great time.

Planet Hollywood was nice but there was some things that needed addressed. We had a swim out suite, water was extremely low, jets didn’t work so water was dirty. The app needs updated, we reserved a dinner and restaurant was closed, no where else to eat. Pools need to be opened later than 7:00 pm. Need to spray mosquito repellent so you can enjoy evening shows. Hooka doesn’t need to be smoked and offered in main family section. Check in sales pitch should be optional, not a rigged sales speech. Lazy River was nice, clean and pleasant. Restaurants that we could try were good Rooms were clean, staff was very nice. I would recommend this resort for a college spring break, not a family or laid back married couple vacation.

Bars close earlier than stated on the app. Not friendly , food not good, room was dirty, be careful when booking star class.

Great food and service. Needs more chairs by pool

The property was clean and in a safe area. The beach was expansive and swimmable. Plenty of seating & lounge areas. The room was large with plenty of amenity options for an upgrade & $$. We noticed many areas with leaking roofs. At one point maintenance even came into our room to fix the shower which was leaking onto the floor below and our screen door that fell of the hinges. Elevators sometimes worked in our building. None of these things affected our stay in the warm sun.

The property seems just too large. Long walks to things, limited food options for “regular” guests for lunch and anytime snacking it seemed like, was a battle at 5am between everyone trying to put their stuff out and claim a pool or good beach chair spot, lots of staff walking around but only 1 bar tender working in the high population bars, food was decent but too much of the same thing day after day in the buffet

The spa was spectacular.

This was our first visit to Cancun and loved it! The only complaint was the beach area. We went out to the beach after breakfast one morning to spend the day, and there were dirty dishes you could tell were from the night prior on almost all the Planet Hollywood chairs, along with sand all over them. None of them had been cleaned. We went right back up to the pool area to spend the day. No other guests were down there. This was about 8 a.m.

Overall, excellent vacation. It was me, my wife, our 18yr old and 21yr old. They said it was a great vacation, always something to do from games, to cinema movies, nightclub, lazy river, etc.. The resort is large and beautiful. The pools were great but get there early in the morning to reserve chairs. The daily entertainment by the adult pool can be improved to be more "adult centric" and the music can be improved by allowing requests so its not the same type of music that some people may not enjoy... keep it diverse. A few areas of improvement; how can the pool bar run out of Captain Morgan when its at other bars in the resort? You need to ensure its stocked for your customers. The other is the drinks, some bars do a good margarita and expresso martini (adult checkin bar) and others are terrible at making drinks (martini bar). The restaurants were great. The sunset strip steakhouse, gusto italian and asian were our favorites. The bartenders and adult scene pool workers were all excellent at helping us enjoy our stay. The star of our week was our Expedia rep, Mauricio. He helped us book restaurants during the week, get some issues fixed and was our go-to person. He deserves a raise!! You dont need star class when you have Mauricio! We were treated like VIPS!!!

Clean Room Excellent service

We just got back from planet Hollywood and we had the best stay!! The grounds were beautiful with a white sand beach. Our room was clean and nice and cool(almost cold) and didn't have any issues with dampness. The food was great but the main positive of this resort was the staff. They were all absolutely amazing!! Friendly, attentive and engaged!! We would definitely consider returning to this resort in the future!!

The pools and lazy river were both very dirty. There were never enough lounge chairs around the pools. Drinks were limited and the selection of liquors available was poor. Wine tasted terrible. Rooms were nice, but the water in the room smelled and had a gray tinge when turned on. Coffee was terrible. The restaurants were adequate, but not great. Service was always very good. Beach was terrible, covered with seaweed, unusable. Worst of all 2 of our group came home with the Cyclospora parasite! We will not be going back.

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.

La habitacion se sentia con mucha humedad, eso hacia que las almohadas y el endredon olieran a humedad,

Hotel not the cleanest. Wait staff asked for tips. I was even told on one occasion that I needed to pay the waitress for a spilled drink. Asked to speak to a GM was told he leaves at 1pm and is not available on the weekends. Ran out of entrees and desserts at 2 restaurants nts. Bar & Grill ran out of ketchup mid dayHowever the spa is amazing !!

For the resort to be a new property, the rooms have not been well maintained and look older than they are. A lot of dust on the ceilings and around the vent areas

Water from sinks and bathtubs came out yellow/brown. Mosquito control inexistent. Average Stay.

This resort is just OK. Entertainment is mediocre, food was horrible. Room was damp, it felt like my bed was wet. There was a very strong smell of mold. Room service was unavailable almost my entire stay. The time that I did actually get room service it took 2hrs to receive my food. Signs posted saying pools were open until 7pm but they closed them at 5 every day with no explanation. Staff is constantly trying to upsell you or convince you to take a timeshare tour. Nothing to do at night. Please don’t be hungry at night, if so you’ll starve until morning. I don’t think this place is worth the money and will not return. If you’re a traveler and have anything else to compare this to I think you’ll be highly disappointed. Oh and I almost forgot, the water in the bathroom comes out of the faucet and shower BROWN! You have to let it run for a few to clear up!

Restaurants gutes Essen! Buffet zu wenig Kapazitäten für größe des Hotels, Zustand des Zimmers schrecklich - Feuchtigkeits- und Schimmel Geruch, alles Schranktüren verzogen durch Feuchtigkeit. Kein einziger Schrank hat richtig geschlossen. Schubladen schief, Decke unter den Klimaanlagen gewölbt (feucht), Wasser kam aus ALLEN Wassehähnen erst braun, dann gelb, dann klar,… roch nach Rost !!! Und das in einer Präsidenten-Suite! Außenanlagen gut, Show gut,…

My husband and I had a great time here. The resort was clean and the staff was amazing. Everyone was so accommodating to us. We were there for our anniversary so they comped a few things for us and gave us specials on things. The food was pretty good. The all day buffet was decent. We only ate there for breakfast but they had a good variety of things. We made reservations at different restaurants every night for dinner. The steak house was our least favorite and the Brazilian restaurant was by far our favorite. The steak house wasn’t terrible but we just weren’t super impressed with it. My only complaint would be that it was very noisy late at night but I think that had a lot to do with where our room was. We weren’t far from the main area with the restaurants and entertainment area and we were also right next to an elevator on the main floor. When we went to bed early a couple of nights it would be very loud outside until late. Thankfully my husband and I are both sound sleepers so it didn’t affect us too much. Just more of an inconvenience than anything.

Staff was great, I was in building 14 at first and the room smelled horrible and on the way to room it looks like it needs to be updated. We were eventually moved to building 12 where the room smelled so good as well as the elevator and the building seems newer than building 14. The staff was great our room was accidentally entered by some other guests that thought it was their room. The the staff came up right away took care of the situation. As well as the morning after they came back to explain what happened. I was so grateful for that. The greeting when we first came in was everything we was also greeted with a drink that I might say needs to be changed out to another drink guest my like. It was bitter and a very horrible taste and drink and as I watch the other guest take a sip they made the same ugly face. So please stop serving that drink and go back to the drawing board and find something that guests will be welcome to.

Rooms need updating badly. Property was nice as were the amenities. Check-in and out was a disaster. No reason it needs to take an hour ! Staff were accommodating when needed.

I was disappointed with my stay and I go to Cancun atleast once a year. We always get a swim out room and this stay was no different. But the 2 rooms we got were beach facing and got NO sun. The water was freezing and we were unable to use the swim up. The room needed some upgrading. The mattress was the hardest mattress I’ve ever slept on at a resort. And out shower smelt of mildew from the drain. We told our concierge but all that was done was air freshener was sprayed. Sadly, we won’t be returning to this resort.

Room was moldy and incredibly humid, even with AC running 24/7 (bed sheets and pillows were completely damp). Ceiling in the shower fell off (parts literally fell on the ground), there was mold on the ceiling above the beds, fridge was rusty, closet shelves would not close.. overall - a disaster.

Increíble! Disfrutamos mucho la estancia. La habitación con piscina es fantástica

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.

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.

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.

Took almost an hour to get checked in. And a similar time to check out. Not the greatest service. Rooms badly need maintenance

Service at most bars were poor especially the beach bar.

Fui en familia al hotel , y creo que hay varias áreas de oportunidad , desde el check in que fue 1 hora de fila . Al entrar por sin en la propiedad , ya no había alimentos en ningún restaurante solo un sports bar ,después se terminaron los hielos en el bar , cerraban las albercas me parece a las 7 pm cuando es para nosotros un horario bueno para no tener tanto sol, y gracias al increíble servicio de Kateri, nos envío alimentos para los niños a la habitación , nos apoyo continuamente con varias preguntas que teníamos sobre horarios , inclusive a conseguirnos horarios de restaurantes que estaban ricos ! Nos consintió y apapacho mucho lo que hizo haber cambiado nuestra percepción de el hotel y el tiempo perdido y problemas que hubieron en el inicio de nuestra llegada con la reserva . Gracias de verdad Kateri te mereces un -100 ! En nombre mío y de mi familia . Nos hiciste sentir en casa

About as expected. Has all the amenities and friendly, welcoming staff. Food is much better in the restaurants than the buffet and reservations are difficult to come by. Luckily, our booking through Expedia gave us a concierge at the resort named Luis who was a fantastic help and made our trip so much better by helping with booking restaurants and checking in with us throughout our stay. Thanks Luis!

Had a great family vacation at PH. Had all the usual things form an all inclusive but staff were very good, entertainment/activities and ammentites were solid for what you pay. We upgraded to the stars package and having our concierge service with Andy and Dorian was hugely worth it. Booked all our dinners, went out of their way to make sure everything went well and followed up. Very proactive and very friendly and very accommodating. Not sure if it was because of the starz but all staff seemed very wanting to help and proactively asking if anything can do. Highly recommend for a new quick family vacation.

Our stay at Planet Hollywood Cancun was fantastic. Manuel at the front desk was friendly and kind and upgraded us to a General Star Class for our special occasion. Luis and Mauricio from the concierge team were extremely helpful, checking in daily and assisting with last-minute restaurant reservations. However, we did have an unpleasant experience at La Cocina restaurant, where we faced issues with our reservation. Despite our explanation, the front staff and the supervisor were unconvinced, unwelcoming, and dismissive, suggesting that we make a reservation in the app like everyone else. Thankfully, Mauricio came, confirmed our reservation, and helped us get in. Once inside, we were surprised to notice many empty tables, which contradicted our expectations of a full house given the strictness at the entrance. A little leniency from the front staff would have been appreciated, especially since there were numerous vacant tables and no line of customers waiting. The hotel offered various activities, delicious food, and a beautiful environment. We loved the evening shows and the beach area. My little kid enjoyed the lazy river and the water park. My adult eldest enjoyed the Grotto bar and spent time at a different bar area at night. Our favorite dining experiences were at Tepanyaki and Gusto, and we also enjoyed lunch at the Star Class Bar & Grill. The buffet had an excellent selection. Overall, we had a wonderful vacation. Thanks to Planet Hollywood and Expedia!

We just got back from Planet Hollywood Cancun and had a very mixed experience. The resort itself is beautiful, with lots to do, and the nightly entertainment was fantastic—our kids had an good time. The cleaners and laundry staff also deserve credit for being friendly and hardworking. Unfortunately, the overall service from the rest of the staff restaurant in particular was absolutely brutal. There was little to no customer service, and most of the time it felt like we were a burden if we asked for anything. For a resort of this caliber, that was shocking and really disappointing. As much as we enjoyed the activities and entertainment, the terrible service ruined the experience. We would never go back because of that.

Bars and food selections are great, staff at the front desk is super unprofessional, we upgraded to star class and I paid. The money came out of my account and they said it didn’t go thru yet it wasn’t there, called my bank in the us and they said the vendor was holding my funds on the Mexico side and I couldn’t despite the transaction until they process the payment, then the people up front said they “can’t” call the merchant from our side which is totally ridiculous, stayed for a few days and still haven’t received my 650$ back

Check in was excellent. Staff was warm and welcoming. Because we booked through Expedia we were assigned a personal assistant. The experience with the personal assistant was not great. He assured us he could take care of reservations at the restaurants. Communication was lacking with multiple check ins on our part to confirm. The first night we couldn’t get in where we wanted which was fine and we were able to get in at the Steakhouse late. From there we requested to make all our reservations in advance for the rest of our trip. What we were unaware of and told later is that the assistants don’t have access to the Planet Hollywood app to make the reservations and instead have to go through a much more complicated process that’s really not fair to them. Our problem was mainly the lack of communication and on at least two nights the restaurants did not have our reservation but thankfully were able to get us in despite that issue. One of the team members contacted us to discuss the experience and things went from bad to worse. In addition to discussing the reservation issues and lack of communication, we reported that twenty dollars had been taken out of one of our backpacks to which the “manager” responded “I don’t believe that happened.” He also said that we should have reported it immediately which probably true but we planned on letting them know at checkout just to make them aware. We weren’t asking for the twenty dollars back. The food was hit or miss.

Took almost an hour to get checked in. And a similar time to check out. Not the greatest service. Rooms badly need maintenance

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.

The beach is beautiful

We stayed at the adult scene and because we booked with Expedia we were treated like royalty. We had no idea that Planet Hollywood was partnered with Expedia. We booked with Expedia for the best rate. There is a Star Class upgrade you can purchase but was not needed with the Expedia treatment. The property is laid out well but nothing is truly right on the beach. The seaweed was bad but evidently better than it had been. The beach was a total no go for us with the seaweed. The pool area was awesome! Huge and several on the property. Lazy river on family side was super nice with a swim up bar! The dinner reservations were made by our check in girl, Marla. We were able to text with her on the WhatsApp. We enjoyed a very relaxing week and did not do the spa, excursions or beach. You will need to save a chair early. We were out by 6:45 to claim ours. We deal with that wherever we go, cruising especially if you want shade. Dial “0” on your phone if you need anything and you’ll have it in your room within a few minutes. We saw people complain about umbrellas, next day umbrellas were delivered. We heard people complain about the swim up room water levels, next day they were being filled. The service was fabulous, the food was very good but do not expect gourmet. It was very good and we loved the SoCal buffet. The hotel addressed the seaweed and that wasn’t their fault. Only negative is that hotel is very worn for only 4 years old. But they seem to be addressing items daily.

We stayed 5 nights just my wife and I. It was a fun hotel for sure with a lot of different options for food and activities. The staff when arriving was awesome but disappointed in the staff when we were leaving. Water in the showers smelled and the rust like water came out every morning from the shower head etc. The beach was amazing and the staff for the cabanas were excellent. We enjoyed the lazy River and the downside for food options is you have to book in advance or you won’t have a reservation to eat until 9:00 PM. The buffet is always an option.

The property was clean and in a safe area. The beach was expansive and swimmable. Plenty of seating & lounge areas. The room was large with plenty of amenity options for an upgrade & $$. We noticed many areas with leaking roofs. At one point maintenance even came into our room to fix the shower which was leaking onto the floor below and our screen door that fell of the hinges. Elevators sometimes worked in our building. None of these things affected our stay in the warm sun.

The resort has an awesome beach. It’s a nice family resort with a lot of amenities for everyone.

The property seems just too large. Long walks to things, limited food options for “regular” guests for lunch and anytime snacking it seemed like, was a battle at 5am between everyone trying to put their stuff out and claim a pool or good beach chair spot, lots of staff walking around but only 1 bar tender working in the high population bars, food was decent but too much of the same thing day after day in the buffet

This was our first visit to Cancun and loved it! The only complaint was the beach area. We went out to the beach after breakfast one morning to spend the day, and there were dirty dishes you could tell were from the night prior on almost all the Planet Hollywood chairs, along with sand all over them. None of them had been cleaned. We went right back up to the pool area to spend the day. No other guests were down there. This was about 8 a.m.

If you have small children, consider a different resort. it’s a lot of walking around the resort. From the beach to buffet is about 10 min walk. Rooms are really far spread apart. Buffet is pretty good. Restaurants are always oversold. No food near the beach , you must go back to the main building, or pool cafe. The wait is long. Evening show is good. Rooms are ok. I would say this resort suitable for adults or families with older children.

Overall, excellent vacation. It was me, my wife, our 18yr old and 21yr old. They said it was a great vacation, always something to do from games, to cinema movies, nightclub, lazy river, etc.. The resort is large and beautiful. The pools were great but get there early in the morning to reserve chairs. The daily entertainment by the adult pool can be improved to be more "adult centric" and the music can be improved by allowing requests so its not the same type of music that some people may not enjoy... keep it diverse. A few areas of improvement; how can the pool bar run out of Captain Morgan when its at other bars in the resort? You need to ensure its stocked for your customers. The other is the drinks, some bars do a good margarita and expresso martini (adult checkin bar) and others are terrible at making drinks (martini bar). The restaurants were great. The sunset strip steakhouse, gusto italian and asian were our favorites. The bartenders and adult scene pool workers were all excellent at helping us enjoy our stay. The star of our week was our Expedia rep, Mauricio. He helped us book restaurants during the week, get some issues fixed and was our go-to person. He deserves a raise!! You dont need star class when you have Mauricio! We were treated like VIPS!!!

The resort is about 4 years old, very well maintained with easily accessible facilities, pool and beach areas.

We loved this resort! There’s so much to do for all ages. The restaurants were all really good and we especially loved the coffee shop for the iced coffee and sandwiches. The pools are big and clean, the beach is beautiful and all the staff are super friendly & helpful.

When we arrived, we found that all the restaurants were fully booked for our entire stay, which lasted four days. The staff at the main pool was limited and did not make rounds to check on guests. Also, room service was two hours and not worth the wait. Overall, I would rate the resort as 3 stars, and we will not be returning.

Food was just ok

5-star Hotel, 3 Star level food, everything else was excellent.

Property is great. I strongly recommend the Star class. We loved all the upgrades and personal service. Our butlers. Alex and Robert were fantastic. We loved our time with them. The buffet is outstanding we loved that we could get a freshly made omelet every day.

The food sucks. Tried to make reservations the day upon arrival and everything was booked.

The property seems just too large. Long walks to things, limited food options for “regular” guests for lunch and anytime snacking it seemed like, was a battle at 5am between everyone trying to put their stuff out and claim a pool or good beach chair spot, lots of staff walking around but only 1 bar tender working in the high population bars, food was decent but too much of the same thing day after day in the buffet

You have to pay for certain drinks. If they run out of a certain spirit, they do not replenish it immediately. I had to wait two days for a simple Johnny Walker Red label to be restocked in the bar next to the lobby. In most locations near the pools, mineral water is not from a machine and refrigerated, but from warm, gasless bottles. Although the service and ambiance are good, you have to wait a long time for specialty foods and reserve well in advance, rather than being first-come, first-served and joining a waiting list, as in other hotels. Buffette is 5/10 with plenty of variations of zuccini. Very often, I have to wait in line to enter. Rooms with pools are very nice, but if you get two, even when they are continuous, they do not communicate through a door and have to either leave the room or go around the pool to visit your other room.

The a la carte dining options, when the menu wasn't limited, provided a good variety of different cuisines. The private pool cabanas were also very nice, however, very overpriced.considering what was already paid for the room. The drinks were terrible, consisting of low quality alcohol and even if you did pay the extra for star class, you could only get the premium liquor at very limited bar locations.

Room was gorgeous. Staff was extremely friendly. Food options were not the best. Everything seemed to have been served at room temperature. Alcohol choices were not good and the premium package for alcohol was overpriced in my opinion.