Planet Hollywood Reviews 

This hotel is full of rude staff, but tonight set me off wasn’t feeling great so wanted to take some food to my room which I saw people do and got stopped by the buffet manager who said I cannot do that and I had to leave my food behind and get someone else to get it for me who wasn’t stopped , absolutely ridiculous

Severely understaffed, spills weren't cleaned up until several hours later if at all. Absolutely nobody around to clean a thing even in our room we had sticky tables when we arrived and they never got cleaned throughout week. Our kids rooms were in a different building altogether when we had been told they would be close. They said we could ask every day for a new location, but they were at max capacity and didnt do anything. We had a waterfall coming out from the lights in our ceiling in the middle of the night. They came and threw some towels down. It was not a little water we are talking inches on entire floor. We were told someone above left the sink on upstairs. The kids room had bugs they woke up day 1 bitten everywhere. We suspected bed bugs. The butler said he alerted management approx 2pm. It was then going on 8pm and we still were told management was working on a solution. Protocol in most facilities is to lock it down and get it checked right away. They pretty much called liars and said the room was clean. I refused to let my children sleep there. They finally moved rooms after 8pm, which was also taking away from our vaca time to do dinner/shows as we had to "wait around and see." Once a new room was available we had to go to the room, pack up, then go way back to front to get our wrist band keys changed to new room, then drag luggage back to the new room. The manager did 0 for us, no discounts for the issues etc.
Water-you cant find this anywhere. They didn't have any self help waters out until approx 1015am. If you are an early beach goer you will be walking a mile to get anything.
If you needed extra water in room they would say 2 are alotted and they would send some but literally said we had to tip well for extra water. So much for all enclusive. They lie about prices and try to charge you for everything.
Staff is not very friendly and they dont care about customers. They do however ask over and over again for tips.
I watched a toddler get her head slammed in a sliding door because the sensor must've been broken.
At dinner some of us got a glass of gross tasting water, and some got 0. Waiter never returned and we had piles of plates on table.
Food quality was very poor, and drinks the same.
When we checked out we got the same manager whom is the one who did nothing regarding the room issues, and he handed us a survey. They watch you fill it out which is very unprofessional. Then he had the nerve to ask how our stay was and we said we would never return. His reply, "sorry you feel that way".
Save yourself the headache and go anywhere else.

More Than a Meal: A Lifetime of Unforgettable Memories at Planet Dailie

To the Incredible Team at Planet Dailies,

Where do I even begin? For years, Planet Dailies has been the gold standard of dining experiences for my family and me, and our most recent visit in mid-January has only solidified that belief. This isn't just a restaurant; it's a destination in itself, a place where core memories are made.

Our history with you speaks volumes. We spent a magical Christmas at the resort years ago, and our Christmas dinner at Planet Dailies was so profoundly wonderful that it became the benchmark for all future holiday meals. It was, as I said then, "an experience to be remembered for a lifetime."

This January, we returned with family and friends, and you not only met but exceeded those cherished memories. The food is nothing short of spectacular—a mouth-watering journey across multicultural cuisines where every dish is a masterpiece. The explicit attention to both taste and presentation is a testament to a kitchen that operates with passion and precision. The experience is so compelling that my children have declared they "won't mind travelling 6000 miles" just to dine with you again!

However, what truly elevates Planet Dailies from superb to sublime is its people. The attention and care from the entire staff are overwhelming in the best possible way. At the heart of this world-class operation is Aditya, the Restaurant Manager. He is the epitome of a perfect host, personally supervising every detail to ensure an seamless experience. Under his guidance, the team delivers what can only be described as an "ever-embarrassing" level of hospitality—so generous and attentive that you feel genuinely spoiled. The staff are consistently smiling, always willing to help, and radiate a warmth that makes you feel not just as a customer, but as an honored guest.

Thank you, Planet Dailies, and a special thank you to Aditya and his phenomenal team, for consistently creating moments of pure joy. You have a customer for life, and we are already counting down the days until we can return.

With the highest recommendation,

A Devoted Patron & Admirer

Title:
“A Nightmare Stay at Planet Hollywood Cancún – AVOID at All Costs!”

Review:
My partner and I booked a £4,500 holiday through TUI to stay at Planet Hollywood Cancún. What was meant to be a dream vacation turned into a nightmare.

After a night of heavy drinking, I had an argument with my partner and decided to leave the hotel to calm down. In my intoxicated state, hotel staff removed my wristband and informed me that if I left, I would not be permitted back into the hotel or have my wristband reissued.

Despite there being no flights that day, I was placed in a taxi to the airport and charged 18,800 MXN (£745) for this unnecessary journey. Denied re-entry, I was forced to book alternative accommodation at a cost of £700.

My passport was unlawfully withheld for over 48 hours. After pressure from my family in Scotland, I was told to come and collect it. This cost me two unnecessary round trips by taxi (approx. £200 each). On arrival, I was informed it was not available and sent away again.

Reception staff, particularly a woman named Carla, treated me with hostility and rudeness. They appeared to take joy in my distress rather than attempt to resolve the situation.

Despite escalating to the TUI rep, no support or intervention was provided. My partner was allowed to remain in the resort while I was forced out, meaning we have spent a fortune on taxis, Ubers, and additional costs just to see each other.

I am seeking a full refund of the taxi fare (£745), additional accommodation costs (£700), and half the holiday cost paid, as I did not receive the holiday I paid for.

This has been the worst holiday experience of my life. I urge you to avoid Planet Hollywood Cancún and TUI at all costs.

The bottom of the bathroom vanity is glass, and holds towels and a hairdryer. Our family used the hairdryer then after use placed in back on the glass cabinet floor. Then the glass completed shattered (which is should as its safety glass). Rang reception and waited almost 6 hours for assistance with cleaning up - but offered $50 voucher as compensation. well then they went to reception, spoke with Assistant
Manager on duty - Roberto, who told us we must pay $649 USD for damage - as glass was custom made. He refused to clean up until the damage was paid for, he refused another room - said it was booked out - LIE - BIG FAT LIE. As we argued to speak with the manager the following day when they were on duty - he decided that he would call security and have us escorted out of the hotel. (we had paid for the nights accommodation). We tried to state that this was a genuine damage and believe it was previously damaged by others and the heat from their hairdryer was the last step to cause the glass to shatter but he refused to entertain this idea. If you read other reviews - they aren't complimentary to Roberto nor the standard of outfit of the hotel.

Roberto should not be demanding money for repair, until he speaks with Manager or until the clients depart. He did not understand that safety glass shatters as a safety precaution. He also did not understand that it was a safety issue to remain in that room without cleaning up first.

There were no raised voices and security escorted us to the room to pack up our bags.

After speaking with family, and ensuring that they are not breaching any US rules, they reluctantly returned to the hotel and paid the $650 USD, and the assistant manager (female) on duty was welcoming and told them that Roberto had departed the hotel for the night and she was the manager and they are welcome to stay as they have paid for the night.

Upon checking out, we get another bill for $186 USD starting that reception made an error and placed us into a higher rate room that we booked. We argued this and it was reduced - at this stage I was ready to call the Police as this hotel reception are dishonest.

The hotel CEO Lauren Zamorano from LinkedIn needs to look into her reception staff, and this hotel CEO needs to go onto undercover boss to ready understand how bad her staff are.

I emailed Lauren about this issue and after one week - no reply. Again this is repeated over and over in Tripadvisor reviews that nothing is done about bad reviews.

Do yourself a favour, go elsewhere on the strip.

We went to a family wedding at this hotel, where more than 120 guests stayed for a week or longer. Sadly, the hotel does not live up to the expectations of a 5-star establishment or fulfill its intended role.

When we checked in, the five buildings that housed our family had no water, leaving us without showers or working toilets. The bathroom taps occasionally released brown water; it's important to be careful when brushing your teeth or washing your face—bottled water is essential. To add to the issues, they ran out of drinking bottled water for the first two days of our visit.

We faced a lot of condensation in several rooms. Many of us woke up to wet floors, water dripping from the ceiling, and mould in one room. Our clothes became damp and had an unpleasant smell if left out in the rooms.

Making reservations at the restaurants is almost impossible. You can only book through the App, and it must be done three days in advance. However, if you try to book during breakfast hours, you will find nothing available. The only time you can successfully make a reservation is between midnight and early morning. Star Class and Adult Scene guests get priority over others. We saw many empty restaurants, with people making reservations but not showing up.

If we decided to eat in, our only choice was the buffet restaurant, which often ran out of popular or themed dishes by 8 p.m. on most nights. There were no salt and pepper shakers on the tables, and asking the staff for them took several attempts; sometimes, they would arrive after we finished eating. The staff appeared overwhelmed and indifferent unless they received tips in advance.

The pool bars do not open until 10 a.m., and most close by 5 p.m. Only one brand of beer is available, which is overly watered down and weak. Some bars run out of alcohol every day, and the options provided are of poor quality. If you choose Star Class access, which costs US$700, you have to walk 10-15 minutes to building 21, which is far from the main restaurants and lobby area. This upgrade is not worth it and is non-refundable.

We booked a 2 bedroom Directors Syite for 2 adults and 2 children. Once we checked in, it was a one bedroom director suite and another room across the hall. We are supposed to put children in a room with a balcony and exfernal door?? Would they let a child rent the room, no! I spoke with the front desk and a manager and both of them told me that I need speak to Marriott. I spoke to Marriott and they filed a claim that went to Planet Hollywood. All we wanted was to downgrade to a 1 bedroom director suite since we wouldn’t be able to use the additional room. I have emailed Planet Hollywood twice and no repsonse. Additionally my bathtub had to hit water and the cold water was rusty looking and we also told our concierge that the tvs wouldn’t work the first day. He assured us that he would get TV and bathtub checked and no one ever came.

Amazing setting and everything you could ask for, Lovely hotel, very nice rooms, just back two days ago from a 2 week stay we went over for my daughters wedding and would definitely go back again, I can’t believe anyone could say bad about this place I can only imagine they were over indulging in the fine range of drinks and as for there not being a vegetarian option and the rooms not being cleaned I find that absolute rubbish, staff were friendly, cleaners were always in and replacing towels plenty of food options for everyone so other reviews of this place I find are a mystery

Check in was acceptable however i paid for early check in to avoid the horrible crowds. No housekeeping. None. I stayed 10 nights. No fresh towels. No trash removal. On January 1 Security barged into my room at 7pm looking for guns and ammunition. I do not exaggerate. I have stayed a Caesar's properties for years. Never again.

Food average to poor, staff aggressive with the bill. What a weird experience today. Had lunch with my partner and really disappointed. Staff were really aggressive towards us. Twice during our main course staff hounded us to pay the bill while we were eating! I twice said I’d pay at the end and they weren’t too pleased. As promised once finished I promptly paid but honestly I was aggressively manhandled until I paid the gratuity. No choice. No pay an amount dependent on your experience. Just here’s a pen, sit here and you have to leave a gratuity between 20% and 30%. I would never leave without leaving a gratuity but I’ve never felt so under pressure before. Wouldn’t return based on this experience today.

This is our second week in Mexico. First week we stayed in Bahia Princepe Tulum. Good food choice for Vegetarian. Second day of Seven in Planet Hollywood. No choice for Vegetarian and when I spoke to customer experience, the man told me he didn’t know about Vegetarian! As I write this review I am eating Bread and butter with fruit!

Planet Hollywood Las Vegas has the worst front desk staff and customer service in general.

Staff need to go to hospitality school to learn how to work with patrons of the hotel. Apart from one manager the rest dont deserve to have the title with poor communication tactics, abruptness, silencing, gaslighting and defensiveness. Seems to be the culture of the front desk.

Mer at the checkout will over charge you. We paid $80 on the credit card and did the rest in cash. He did not apply the $80 and made us pay the additional $80. Then he charged us for a dinner that was never had. Due to the weather, they did not schedule it but since they wanted to charge us, they charged it to the room. We had the receipt it was not scheduled and when he pulled the receipt, he added the date and time in a different color but did not take into consideration we had the original receipt

The Good: Service was excellent… shout out to our two butlers: Isacc and Yomelly. All the employees were friendly, helpful and considerate. Rooms were clean and spacious, although a bit worn in places. Resort is beautiful and clean with one of the most spectacular beaches you will find anywhere.

If you have young kids, or if you’re looking to party, I strongly suggest this resort. It was on 10 all the time! And it seemed to have everything for kids, and the entertainment team spent a lot of time ensuring they had fun.

Considerations: If you’re looking for a quiet, relaxing holiday, this resort won’t be for you… it’s noisy ALL the time, EVERYWHERE. All the restaurants have loud music and tbh we found it overwhelming. There was no where to go where it was quiet and relaxing… except the spa. The beach is gorgeous, but it’s often very windy (which keeps the mosquitoes away and helps to keep you cool), but who wants sand blowing in their mouth and eyes? The food was decent, but wouldn’t suggest the Mexican night gala. The food was cold and sparse, at least when we were there. The nightly shows were hit or miss. The events sometimes weren’t advertised well; management really needs to do a better job with this. Hard to find out times and where events are happening: the schedule on the TV provides minimal information and the schedule board near the main entrance was confusing. For eg: Purple Night was advertised as being in a different location than where it actually took place, which was the beach. And what exactly is Purple Night? We were surprised to learn that it included a fire show, which was a nice treat, but how would one know that? It was nothing spectacular, but hey, you’re on a beautiful beach in Mexico with drinks and warm weather watching a fire show between two palm trees. How much better can it get!

Suggestions: 1. Instead of spending money on Star Class rent a Cabana (with pool) each day. We received incredible service that included food and drinks. Two people tended to your every need. You had your own private space and pool. A much wiser use of your money. 2. Do Your Research. Make sure PH is the experience you want.

In brief, my vacation started out with a bad experience and continued throughout. I asked for distilled water for my sleep apnea machine on check in. I was told it was unavailable and the only way I could get it was to pay a taxi round trip over $120 Us to bring to me. They did not care this was a medical device and needed. The service was horrible unless of course you were star class. I was never treated so poorly at a resort I spent close to $7000 to come to. I’m not saying this lightly as I’ve been to many other resorts in Cancun where I have been treated with respect and I felt the staff cared. This is not an adults only resort. The only activities for adults were pool side geared to the young crowd. All other entertainment was on the family side. As I result, after dinner I returned to my room. I love children however as mine are grown, I prefer to be entertained with other adults. In addition, serveral high schools were on break and many stayed at adults side. I ask, since when are high schoolers adults. Very disappointed

Booked and paid direct with hotel, lifetime marriot gold (status means nothing).
Overall the lay out is good the hotel just let's itself down in very simple things that completley change the experience.

No poolside snacks or easily accessible places for poolside snacks for kids (families section). Makes it hard when u have little ones. Supposedly u can order at the resteraunt and they will bring it poolside. We've done the ordering just haven't had it delivered poolside 😢

Food/drinks etc is fine, what u expectbatnan all inclusive.

Whats not fine is that out of 11 resteraunts only the buffet and the coffee shop serve coffee!!!! They all have machines but claim its not working. You're a hotel, an expensive hotel, fix or replace the machines.

Same applies for blenders for kids juices, like it's these silly small things that make a difference.

Staff are nice enough, but yeh probably won't be returning nor recommending specially considering the price paid!

Currently staying at the PH Cancun. They have placed 2 young Canadians next to us who are blasting their music all night. We have complained several times and asked to move rooms but the staff are useless and won’t help in any way. We are here for another 8 days and we just want to go home right now. This is the worst hotel management I’ve ever known, even a Holliday Inn would at least move your room:
I’ve wasted £1800 on this holiday and I don’t want to see the same thing happening to others. If you want to enjoy your vacation, stay at any resort other than planet Hollywood

Wow so it’s just cost us €200 for a starter, 3 mains and 3 drinks and two photos we didn’t know we had to pay for! We were actually in the process of taking a family selfie when Jordan approached and said he would take the photo for us we thought he was being nice went to give him our phone he said no it’s ok I’ve a camera he took some shots and said I’ll be back in a while with the photos he came back with about 10 framed photos and we chose two he then said that would be $40 plus tip which would help him out greatly and so it came to $46 for two photos we could’ve taken better on our phones for nothing he then left with the ones we didn’t want but seriously why not just give them to us you’d still have made money on giving them all to us for that price! If they bin the rest that’s just wasteful! Felt conned to be honest the food was ok the steak chips my son didn’t like and he said his steak was chewy and left most of it. I left half of my loaded mash as it has that cheap awful cheese on top and there were three rack of ribs I only ate 1 also a steak knife would be good with the ribs. Oh and we gave $20 tip to waiter so all in all $220 for a quick lunch!! The most we’ve ever spent oh and it’s so loud you can’t talk to your group at the table and be heard it’s ridiculous won’t go back - they emailed me after my review on Trip Advisor apologising for not being transparent with fees ana spoke to staff! No offer of refund or explanation why take the extra photos and bin them! Shocking company!

Planet Hollywood Cancun we had 15 nights in a damp rooms, a bathroom which flooded and we were walking through each other’s shower water tui reps have no authority in the resort to get things done, the management intimidated us twice in to signing a waiver so we would not leave a bad review on Facebook or trip advisor which we refused to do they threatened to move us from our new room if we did not sign this form and I videoed this conversation with ALEHANDRO the manager this place is a poor 3star max.
They have major issues at this hotel with damp and mould growth and offer upgrades to star class to buy you off but your still in a damp mouldy room, we had 3 dehumidifiers running 24 hours a day in our room and I was emptying them my self 4 times a day it was that damp, ALEHANDRO told us the hotel was at 30% capacity but it took 6 days to move us, after showing us unclean rooms, dirty showers in rooms and brown water coming out of the showers and they think this is acceptable. One night when my wife and I went to Brazza restaurant we were met by Another Manager OSCAR and customer service lady VERINICE to be informed we were moving hotels ! This was news to us and we were shocked and upset by there actions.
On several occasions we were served cold food in Sunset strip when we mentioned this to the waiter he brought us more cold food.
The swimming pool was dirty and when my wife reported what looked like sick in the pool she was told to report it to our butler, my wife went to reception and spoke to ALEHANDRO who said you won’t be happy here we will move you to another hotel this is so unprofessional.
The hotel is 18-24 months old but looks like it’s 10-15 years old the rooms look nothing like the online pictures furnishing are broken, warped, damaged, we had a piece of broken mirror on our bedroom floor for 6 days
Mini bars are not stocked up daily and even if your star class you are still served local drinks. TOP TIP
AVOID this hotel save your money and go elsewhere.

Decent service, and good facilities. Great range of restaurants and betting areas.