Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort

La atención del personal en general, es especial de Gustavo de atención al huésped, estuvo al pendiente de nuestras necesidades desde que llegamos hasta que salimos del hotel, y todo el demás personal del todas las áreas, alberca, restaurantes, room service, etc. quedamos muy satisfechos con nuestra estancia.

Que no contaban con cajeros en red nacionales, los 2 que tienen solo dan dólares y necesitábamos efectivo mexicano eso sería mi único comentario.

It was a delicious variety of fresh fruits, vegetables, and selections to choose from daily.

The rooms were extremely humid and had a musty odor.

We were a group of 12 and the hotel was lively and had plenty to do. Nice coffee shop which was open all day for speciality coffees, sandwiches and pastries which were great. The main Buffett restaurant had a good varied choice and the food was tasty. Ice-cream was also available most of the day. Staff were great especially the entertainment team.

To say the hotel is only 6 years old the rooms were tired and in need of updating - We reserved 4 rooms near the beach front all next to each other as we were extended family travelling and wanted to be together (this was $275 per room due at the hotel), however on arrival these rooms were not allocated and all seperate, but we were still asked to pay the additional money. I argued with the staff member to say the only reason we reserved rooms was to be next to each other and as we were scattered across 3 blocks I would not be paying the extra money. Luckily I had the email showing the 4 rooms we’d reserved so the Manager agreed to waiver the charges - The Music around the main pool was very loud making it difficult to talk to the person next to you - Lots of empty cups lying around all over the place. - People were out at 5.30am reserving sunbed

The polls and beach and staff

The room service was not great and wish it would have had more options and buffet needed more changes and menu

The hotel was nice and the kids really enjoyed the pools and lazy river!

I didn't like that the water parks were closed and it was hard to get reservations at the restaurants. We were only able to eat at two of the restaurants where reservations needed to be made. Also, the smoke detector kept going off in our room during our stay.

Kid friendly

Internet issues took two days to fix

Room where clean apart from the shower was all rusty and keep leaking rust while in the shower, bed was Comfy

location was awful nothing around had to drive at least 20/30 minutes to somewhere, staff were really rude, food was either cold no taste at all not worth the money at all

Nothing

Everything

Definitivamente me tocó desayunar en el restautante del área de Star class nada que ver con el de buffet que hay mucho ruido....

Algo que no me agradó es que si llegas a las 15 horas y al realizar check in pasadas las 16 horas ya no hay restaurantes para comer y te mandan a la única opción que es el sport bar en dónde a esa hora ya se terminaron varios productos ejm: las Costillas y las alitas que si hay de muy mala calidad etc... Y si intentas hacer una reservación en los restaurantes de especialidades ese día ya está lleno todo y no queda otra opción que ir al restaurante buffet.... Espero eso si cambie y todo estaría más que excelente!

Excelente servicio, el personal muy amable y muy buenas las instalaciones

-

El chapotadero

la comida del bufet y de los restaurantes, es muy mala. Colchones duros. Cuando llegamos a la habituacion el primer dia, estaba un olor muy fuerte y desagradable del desodorante que pusieron. Tiene mucha humedad.

Everything

There was plenty to do for both adults & kids during the day & evenings.

We did have a room that was extremely on the musty side. We had requested a dehumidifier right away when we arrived like many comments have posted. We had to dump that dehumidifier bucket numerous times when we were in the room and at least four times through the middle of the night. Towards the last couple days of our stay, it got really musty in there and humid, and our clothes in our suitcases became damp and started acquiring a smell.

El trato espectacular del personal

La habitación era vieja

La playa y el restaurante italiano para el almuerzo

La cafetería pésima atención, los restaurantes de especialidades no te daban opción de reservar y al pasar a preguntar si podíamos entrar a cenar decían que no y no tenian comensales había mesas disponibles y aun así no te dejaban entrar a excepción del restaurante sutra ahí si nos dejaron entrar y nos atendieron excelente No volvería a este hotel

La comida

Las distancias entre restaurantes y habitaciones

The resort was nice very kid-friendly.

The rooms need a little updating. The two rooms I had had a smell to them and one of them had a humidifier in it going. I also didn't like the fact that you can't get a reservation at certain places during your stay due to others already having them booked even when it's your first day there.

muy buena la comida para ser un all inclusive

tarifas de los taxis del aeropuerto al hotel muy caro

Instalaciones playa piscina

Nuestra estancia en este hotel fue altamente insatisfactoria y no guarda relación alguna con la categoría ni con el precio abonado (aproximadamente mil dólares por dos noches). Al llegar, la habitación presentaba una humedad excesiva y evidente suciedad. Ante nuestra queja, el establecimiento reconoció el problema, pero en lugar de ofrecer un cambio inmediato de habitación, procedieron a limpiar mientras permanecíamos dentro. Como solución a la humedad, únicamente se nos proporcionó un deshumidificador que generaba un ruido insoportable, impidiendo el descanso, sin resolver en ningún momento el problema de fondo. Tras múltiples reclamaciones, a las 23:00 horas finalmente se nos trasladó a una habitación de categoría inferior a la contratada, sin ofrecernos ninguna compensación económica ni disculpa adecuada. Al día siguiente, recién a las 15:00 horas, fuimos reubicados en una habitación de la categoría que habíamos reservado, donde además encontramos una cucaracha. Respecto a una compensación, las únicas opciones que se nos ofrecieron fueron: • Un crédito en la tienda del hotel. • El uso de una carpa con dos hamacas, supuestamente valorada en 200 €, propuesta totalmente desproporcionada en relación con el perjuicio sufrido. • El acceso a un centro de juegos con colchonetas, al que nuestra hija menor no podía ingresar por cuestiones de edad. Ninguna de estas alternativas era pertinente ni guardaba proporción con las deficiencias sufridas. Al rechazarlas, se nos informó de que no habría reembolso alguno, bajo el argumento de que “ya habíamos dormido en la habitación” y que, por lo tanto, no correspondía devolución alguna. En conclusión, el servicio recibido fue inaceptable: deficiencias estructurales, falta de higiene, ausencia de soluciones efectivas y un trato al cliente inadecuado, impropio del precio abonado y de la categoría que este hotel pretende representar.

Lazy river

Pools dirty and rooms absolutely thilfy

Food and service

Pool was warm Some restaurants were too hot in their buildings

Everyone was welcoming friendly and the food was wonderful . The room looked exactly like the picture.

The buffet should have more breakfast items

Location was great, food was good and I love the room

Location

Cleanliness

Great theme of the hotel, cinema is a great touch. The rooms are comfortable.

The all-inclusive package was underwhelming. Food was very cheap and low quality, lacking variety and flavor. The property is in need of maintenance, especially the worn-out pool chairs. Staff was polite but not as warm or attentive as in other parts of Mexico. Overall, the experience felt overpriced, and there are definitely better options available in the same price range. Wouldn’t return.

The physical property was amazing, clean, and has a ton of potential. The staff were always extremely attentive and helpful.

Everything was an up charged despite the facility being an "all inclusive", The drinks were definitely diluted, the staff would bombard guests when they first arrive to the property and try to up sell as much as they can, the shows were mediocre, and the night life was almost non-existant.

Everything and everyone was nice and welcome us with open arms

The property is beautiful and very well maintained. Our room was very clean and comfortable. The variety of pools and lazy river were great. The Japanese restaurant was very good. Buffet had a nice range of selection.

Size. This resort is massive. It’s a long walk to get to most of the restaurants. There is a shortage of pool chairs and you have to get up super early to reserve chairs. It’s also difficult to get dinner reservations before 8PM.

Nothing!!!!

The rooms were absolutely disgusting!!! I changed my whole reservation to a completely different hotel!!!

A great respect for kids! The pools were great (although a bit cold). Entertainment was excellent. Great drinks and service.

The pull out couch was very uncomfortable in the swim out room and for what we paid per night, I expected a better setup. The food everywhere was pretty poor except for the buffet. Everything was obviously cooked prior and heated to lukewarm for serving.

Everything!!

There was cats all over the place.we didn’t get to enjoy the swim out because a cat lived under the chairs on the swim out that I paid for.

The staff wasn’t good some of them was very nasty. What I paid for I didn’t get with one of the rooms

Food was horrible at every restaurant, including room service.

Food, Staffing,

Well we loved going there to meet our family. PH is a truly wonderful place. Absolutely felt like movie stars. The staff were on the go all the time. Food in restaurants and the buffet was the best. Fuel for early morning tea coffee or smoothies. So good we have booked to go back for Valentines week

We did not stay long enough. But sadly we joined the group page. I dont know where they went but qe gad the best time ever.

Amazing entertainment team. Excellent service. So many activities and pools. The beach had the softest white sand.

My room seemed clean, the lighting was great the fridge was stocked - but it smelled like a public bathroom - a mix of chlorine and faint smell of urine. Was too tired to report it and didn’t feel like moving to another room - and we didn’t spend much time in the room other than sleep.

Overall customer service was great, and the rooms were spacious.

The rooms smell like mildew and the showers were rusty.

Beautiful

Took maintenance department a while to check my TV. It went out.

The resort is a great size and has something for all age groups. The adults side was nice and quit and fun. Then the family side is loud and a party lol. I picked this resort because i heard the beach was great and it was . Great water , lovely sand.

For the resort to be 3 years old , they have alot of water damage. Also I didn't like them trying to push us into going to a timeshare meeting. Its not a timeshare its a better deal but it wasn't for us. They kept bothering us about going our first day. We should of said NO but we went and was in the meeting for 1.5hrs wasting time.

Breakfast and all meals offered a lot of variety which was great. I lov ed the choices of fruit. Our Personal Assistant Monica was a definite puls and she made our stay even more comfortable.

Good food ,good service,

The dinner reservation were a joke.Nearly impossible to get (we were never to get a time and restaurant that we want )

The food was amazing, the guest service was top notch, and the view was to die for!

The only thing I didn’t like was the wind lol

I loved the layout. Like a mini city.

The staff was really unfriendly. All the bar staff, and I literally mean every single bar person looked so unhappy to be there. Very rude. The only nice people we came across was the cleaners and bell boys. One of the rudest people we met was the lady in the fuel cafe. She has really hairy arms. Not sure of her name but we asked for our order and she didn’t open her mouth to reply and only pointed. Literally not a single word. So we assumed maybe so couldn’t talk or something. But no, a colleague of hers came by she had a full conversation with her. Disgraceful. Also check in was awful, we went to the check a couple times. And even after 3pm our room Was still not ready. And my room was also wrong. I paid for a room with a bath and I didn’t get a bath. I would definitely not be going back.

A lot of things to do. right on the beach.

the food was not good overall. Also difficult to get reservations at restaurants. Had to ask repeatedly for waters. Towels and sheets were stained and not clean looking.

Very clean, good service by staff. Food very good and always ready to be served. Room service also good.

I liked the property how it’s layed out. I’ve been to other resorts that you need a shuttle to transport you to your room or plane needing to be. With this property everything is walking distance. I like the fact you can take you blue tooth speaker and use it at pool area. Highly recommend.

The resort itself wasn't that bad. It's a huge resort. The beach is pretty good also.

The food was horrible!!!! My room for whatever reason kept getting moisture to where the floor would be wet as well as the tables. Room service also took my wash clothes the 1st night even though I left them in the shower and never replenished them. The location also leaves alot to be desired because it's so far away from everything that you pretty much are resigned to staying on the resort your entire stay. The liquor selection is also poor. While I wasn't expecting the top of the shelf I also expect better than the very bottom of the shelf also

super clean, good vibes, great food!! Star class service is excellent!

Brazilian restaurant was not worth it!

no help from staff , food quality was not good,

The beach

The food was not good and they did not have a lot of gluten free offerings or accommodate very well. Additionally the drinks were not good. Even paid for star class and it still wasn’t good.

I like the sandy beach and the welcome when you arrive to the property. Also the exterior is fancy which i love.

First of all I was disappointed because I booked an ocean front room and when I reach the resort they told me they will change my room to a bigger room without no view because the ocean front were all booked. What nonsense is this! The room had 1 king and a sofa bed and i had to ask for an additional single bed cause we were 4 staying in the room. They charge me the same price as an ocean front double bed without giving me no discount. My daughter's foot was actually coming out of the sofa bed since the bed is not long. Secondly , we can never get and beach chairs all chairs always had towels and occupied. Thirdly they are always tying to sell u time share which for me is very nagging. Some of the workers have bad attitude when they attend to you, not even ice they want to bring you. Christopher in the mexican restaurant was amazing and Dider was also awesome.

The staff, the rooms

The buffet food was horrible

It was clean

Not enough to do in the evening. The restaurants had NO ambience felt like you were in a school cafeteria Food in the restaurants was tasteless

Very nice , modern and very welcoming, Lots of entertainment and eating options

N/A

Beautiful property

The food choices were trash , need more trend activities for night . The hot tubs were not hot and could reservations for the food

Nice and relatively new at 3 years old.

1. The beach. A large amount of seaweed washes up on the beach. Rather than raking up the sand and other debris that is on the shore, each morning the hotel has a farm style tractor drive along the shore and bury all the debris. In addition to the debris that washes up on the shore, the tractor also buries all the plastic cups, aluminum beer and soda cans as well as odd pieces of clothing, flip flops, and anything else left on the beach by the wedding parties and other guests. 2. The shower was filthy with lots of long dark hair stuck to the walls. 3. The refrigerator was not working when we arrived, although that was fixed the following day. 4. The hotel apparently does not have a system to regularly refill the refrigerator with water bottles and other beverages, rather, the guests must call to have these items replaced. 5. Those who clean the rooms, did not clean the coffee maker, nor did they replace the coffee, sugar, or creamer. 6. The phone was not working for a few hours on our second day, so to get some water to drink I had to go to reception so they could call for water to be delivered to the room. 7. The hotel does not enforce its rule against reserving lounge chairs around the pool and at the beach. Most of the chairs seem to be reserved early in the morning even though most of the folks who have reserved chairs are neither using the chairs nor are they in or around the pool or beach. 8. There are two sinks in the bathroom, which is nice, but only one bar of soap, only one soap dish, and only one hand towel. 9. The worst problem was with our air conditioner. The thermostat was not functioning. Even though we set the thermostat at 24, the air conditioner would run continuously and the room temperature stayed at 18 to 19 degrees C measured by thermometers brought by the hotel’s technicians. So we were freezing. I called for service five times during our first 3 days.

Very nice property

Large

The food was good.

The staff is unfriendly. The shower water and sink water smelled. The bars were inconsistent.

The service

Some of the food

Plenty of variety, friendly staff, very clean

We enjoyed everything at the resort! Food, Entertainments, Pools, Lazy River, Foam Party, Beach and Friendly Staff!! We booked an ATV, Cenote, Zipline excursion with Zoel Ramirez located on the resort! He was great! It was AWESOME!! Perfect experience!! and we booked a jet ski ride on the beach. It was fun but the water was rough! no fault of the resort of course!

Get transportation in advance Taxi is very expensive $100-$150

Amenities and night shows

Food was low quality Low to no access to restaurants. Only star class members could make reservations

So many amenities for kids

None

Friendly staff

Staff was a bit slow to check in no accommodation beyond reservation

I loved my butler, he was super helpful and tried to help me with all of the terrible service.

My room was dirty when I arrived, half of my light switches did not work, my blankets stayed wet because the rooms do not keep the moisture out. Also my Children had to wait several hours for water delivery. The rooms were not cleaned daily.

Loads of stuff going on and great choice of food & drinks

Maintenance isn’t 5 star in some areas

Loved the property, atmosphere, activities and people! 10/10 would stay here again. They were welcoming, helpful, fun and the trip was just what my partner and I needed.

Everything was exceptional!