Hotel Overview
Property Information
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Hotel Details
Hotel Advisories
General Policies & Fine Print
Check-in Policy - Hotel requires a credit/debit card authorization upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Customer Ratings & Reviews
TripAdvisor Traveler Rating
3160 reviews-
Great Experience Overall, But Unprofessional Staff Behavior!!
Hotel is very beautiful, and the facilities are very relaxing. The food is excellent, and the Steakhouse & Grill was one of my favorite places. However, my rating is negatively affected by an unpleasant situation I overheard during my stay. It was very disappointing to hear some staff members, particularly two butlers (one of whose name was something like Demian or Daniel, and a woman who mentioned they were a couple), making inappropriate remarks about hotel policies. They joked about having encounters in the rooms, which was extremely uncomfortable and unprofessional for a guest who is paying for a quality experience. They also mentioned manipulating their supervisors to always work the same shifts and days off, which raised concerns about their work ethics. They even mentioned something about reselling bottles they collect and asking guests for money for them, which seems like theft, as we, the guests, are already paying for those services. As a business owner myself, I would never tolerate my employees behaving this way, disrespecting both the clients and the company. It is important to maintain professionalism at all times, as this kind of behavior can seriously damage the reputation of any business. This situation left a bad impression on me, despite the fact that everything else was truly pleasant. I tried reaching out by email, but unfortunately, I did not receive a response. I hope this comment serves as an opportunity for the hotel to review and take the necessary actions to prevent these incidents from happening again. As a guest, I would not want to return and encounter the same issues. That being said, I want to emphasize that the hotel itself is beautiful, and the service overall was excellent. I truly appreciate everything else, and I hope this feedback helps in improving the overall experience.
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Resort could NOT have been better in any way!!!!! 5-star!!!
All I can say is this place literally deserves a 5-star review! It was literally perfect!!!! I read reviews before I went and on any negative ones, I didn't experience it at all. We got there and they were on the ball and friendly the minute we walked in. You HAVE to get the swimout room, makes all the difference. Even if its cold, we got our feet in water on the large comfortable patio. The beds are big and super comfortable, the room is super clean and cozy. We ate at The Catch first night (Sea Bass was awesome), the Steakhouse 2nd night (pretty good too), then the Italian one last on patio (VERY nice view and food good). Bartenders really take care of you at all bars. I love the fact the Adult side really shuts down around 6 and all the bars etc are on the family side because it was so QUIET! The beaches are gorgeous and the service is amazing. Bring a bunch of ones to tip, they work very hard and if you call room service for anything, its there within minutes. Once thing I want to point out and this is OK! Just be sure to stop at liquor store on way to hotel for your room and mixers and a big cup. There is not liquor in your room but since we knew that and got it prior, it didn't matter at all. Theres plenty to drink and eat in the resport but for a night cap in your swimout pool, just bring those. I will definitely look for a Planet Hollywood anywhere I go :)
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Fun week at Planet Hollywood
Our group of 6 adults, 3 couples in our 50s spent a week the resort at the end of February 2024. Two couples had booked Star Class swim-out rooms and the 3rd couple were none Star Class and had a Director's Suite. Highlights: Star Class - Check-in - Star Class was quick. Star Class Extras: Lounge - was great to grab a bottle of water or a beer or a snack, but other lounge areas in other hotel (such as Majestic Elegance) are much better - larger & more available. The Star Class bar was unique, a wide selection of bottles of alcohol available to guest to self-serve. Butler - Star Class rooms were provided with two butlers who booked dinner reservations, troubleshot issues, ordered coffee and breakfast snacks. We had one excellent butler and one not-so good butler. Nice people, great for reservations, but morning coffee order was hit or miss. Star Class Pool - a very busy area which our group did not use. The Star Class pool area was open to families and adults from the adult-side. As we had booked an adult only experience, we did not make use of this area and really found that was a bit of a miss for the plan for the resort. Swim-out room - rooms were pretty standard for upper end resorts - very comfortable. The swim-out area was quite nice - loungers, chairs and a bali bed - so a great place to chill out after a long day in the sun. The water in the swim-out was actually heated and quite warm, but this was a very narrow pool area that just went along the swim-out rooms and did not connect to any pool. Other Info: Adults only pool - the pool was very large and spread out - wide area to swim-up bar and narrow section with seating and bali beds on both sides. While there is a lot of loungers, shade was at a premium so our group was up early to get a spot with a couple of umbrellas to ensure some shade. The pool area is dotted with many bali beds that are available to be booked and unfortunately take up a lot of space and we rarely saw anyone book them. Pool was busy most of the time, games regularly - volley contest, good to watch or play. Bars & Drinks - there was great pool service daily and great bar tenders at the swimup bar / pool bar. We worked to find a bartender who made a "good drink" and we tried to visit them to get a consistent drink. The waitstaff did good work, but drinks did vary a fair bit, as did the availability when we were asking for a certain brand. Food - this resort is very solid in terms of food. The Adult Scene side did have two adults only restaurants - Braza Grill - Brazilian eatery which was great at night for dinner, but also opened in the morning for breakfast and offered a great menu. The second was the Catch Seafood restaurant, open for lunch and dinner and we did both - excellent seafood and fish on offer. Other great options that we enjoyed were East Sushi and Teppanyaki - we had a great meal and entertainment by the chef. The buffet - So Cal Emporium was solid, with all the great options and with specials each night. The resort did offer a Mexican night in the courtyard, which we did enjoy - very unique. Other great snack areas - Guy's Burger Joint - great place to grab and burger and fries for lunch and Italian restaurant did have a pizza window to order a pizza and bring back to your lounger or room. Location - this resort is north of Cancun in a new area - Playa Mujeres. All the resorts are newer and the beach is great for a swim or beach walk. Shared resort - Planet Hollywood - Family Resort is attached and when you stay at the Adult Scene, you get to use both. The family resort has a great lazy river (we used regularly), several pools, movie theatres, sports bar, and so much more. Our negatives: Booking of cabana - there are several private cabanas that can be booked by the pool - quite unique, comes with a dedicated server. We had booked 1 for our group with our butler and then we were "bump" and the day we had booked was not available, only available for our final day, which we passed on. Clientele / pace - we booked midweek to midweek and enjoyed the chilled / relaxing vibe up until the weekend, when a much younger clientele arrived, which was okay, just a much busier place. Overall, we had a great vacation, resort is solid, food was great, company fantastic - each resort is always unique.
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Go somewhere else
We had a romantic beach dinner and it was absolutely amazing. The service at the front desk is terrible, absolutely the worst. Entertainment is zero! They don’t even play music at the adult pool. Food needs season! Mini bar and will be restock daily but you have to call for it. I literally asked for iron for 8 hours. Resort needs maintenance.
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Awesome Resort! Tell your friends!
Amazing resort, highly Recommend upgrading to star class Adult Scene! Our butlers were awesome! The fact that you have to rent very expensive cabanas and pool side beds was a turnoff since we had already spent so much on the trip! They sat empty most of the time.
*Prices per person based on double occupancy including round-trip airfare via U.S. certified air carriers (unless otherwise stated), hotel taxes and baggage handling, fuel surcharges, and all pre-collected U.S. and foreign taxes. Round-trip airport/hotel transfers are included in Mexico (excluding Loreto), Central America and many Caribbean Islands. Transfers not included for air-only passengers. Prices valid on new bookings only and in some instances, pricing may specifically apply to one of multiple flights on select departure days. All packages are based on the lowest hotel/air classes available at time of publication, capacity controlled, subject to availability and change without notice. Promotional pricing may only be available for a limited time. Restrictions & black -out dates may apply. Fees may apply for carry-on and checked baggage-view Baggage Policies. Some resort fees, environmental levies and departure taxes are not included and may be payable in resort. View Frequently Asked Questions for more information. Apple Vacations is not responsible for errors or omissions. Bookings are subject to the current General/Cancellation Terms & Conditions. All public charter flights Allegiant Air: PC 20-070/PC 21-043; Swift Air: PC 21-056; Viva Aerobus: PC 20-081; Volaris: PC 20-099 are operated by ALG Vacations Corp. Apple Vacations materials (including, but not limited to, names, trademark, service marks, logos, marketing materials, etc.) shall not be used, reproduced, transmitted or distributed in any way, except with the express written consent of Apple Vacations. CST2139014-20. This information is current as of June 3, 2021.