Hotel Overview

The whole property has themed oriented by movies and Hollywood stars all over the place. You can also find interesting quotes inside the rooms by celebrities. Colors combined with purple, grays, and white inside the rooms give an elegant and dynamic atmosphere. Each room has reflected on the floor the initials PH at the entrance.

The following services are also available in the hotel:
- Doctor´s office 
- Distress rates in case of COVID emergency

Location

Costa Mujeres
Cancun International Airport (CUN) : 21 miles

Property Information

Year Built: 2019
Total available rooms and suites: 648

{{title}}

Hotel Details

Amenities

Show More

Activities

Show More

Hotel Advisories

Advisory The Hotel wants to notify that all the guests arriving as of January 1st 2023, the complimentary access to hydrotherapy circuits will be limited over the age of 18 which will be one session per person per stay.
Advisory The Environmental Sanitation Tax of a minimum 33 MXN (approx. $2.50 USD) per guest, per night. This amount is not included in your vacation price and will be collected at your hotel. This fee is subject to change at any time without notice by the hotel.

General Policies & Fine Print

Check In: 3:00 PM
Check Out: 12:00 PM
Minimum Check-In Age: 18
General Policies:

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

4.5 6106 reviews
  • 5.0 star tripadvisor rating
    Wonderful family vacation for all ages

    We came for a week and had a wonderful time’ The kids club was amazing! Our 6 year old loved it and we felt so safe leaving her there. Jennifer and Itzel and Yadira and Fatima and Brenda and Aylin were wonderful! Alberto went above and beyond to make our dinners amazing. He booked us a table at the Italian restaurant for my mom’s 73rd birthday and had a table full of food ready for us and made it so special!

    Jul 19, 2024
  • 2.0 star tripadvisor rating
    Beware

    We just returned from a family trip to this resort. It is a beautiful resort and overall we enjoyed our stay, but I will not return based on our experience. When we first arrived, we were told that the 2 Ocean View rooms (Star Class) that we purchased were not available due to maintenance issues. We traveled with my teenagers (ages 16 and 19) who were booked in one room while my husband and I were in the other. They gave us the option of getting an "upgraded room with a king bed" or stay in the adults only building and be quite a distance from our kids. Additionally, my 16 year old would not be allowed in the adult building/section with us. We opted to stay closer to our children. The "upgraded" room was not ocean view and not any better than the one originally booked with the exception of a small sitting area with an additional TV. This caused us to have 4 butlers and 2 texting groups. The butlers were not in synch for most of the stay and caused us to constantly have to explain and communicate with various people. The two main butlers (James and Octavio) did their best to accommodate us as it was not their fault they were having to work together for 1 family in two different buildings. Additionally, we were constantly pressured to go to the Prime Travel Club (like a timeshare) from everyone. We were promised all of these additional resort credits for attending a 90 minute breakfast presentation. When we finally agreed, they ended up not allowing us to stay because we were scheduled for a spa service after and they wanted to make sure we had more than 90 minutes to talk about the "program". They apologized and told us that we would still receive the credits since it was their mistake for booking us so closely to an appointment. That did NOT happen. Lastly, we were told to hold on to all of our resort credits that were included with our booking and bill everything to our room. When we tried to use our resort credits at check out, nearly $400 worth of credit, they refused to accept and told us that the coupons were supposed to be given at each purchase. This was extremely frustrating and felt like we were tricked with the credits. Grant it, we would have purchased many of our excursions and spa treatments anyway, but were disappointed to see that the coupons were not of any use. The manager if the front desk assured my husband that they were not "stealing" from us, when we were simply trying to figure out why our statement made no sense. We will not be staying here again. Beware.

    Jul 19, 2024
  • 3.0 star tripadvisor rating
    Lovely hotel, great food, lovely staff apart from the bar staff

    This is a lovely hotel with great restaurants but is seriously let down by one thing- the horribly arrogant attitude from the bar staff. All other staff are incredibly friendly and helpful, but the bar staff are just rude, unhelpful, dismissive and unfriendly. There are a couple who are nice enough but most appear to go out of their way to make you feel unwelcome. I wouldn’t normally name names, but one in particular, Armando in The Twist bar needs a serious attitude change. He slams your drink on the bar in front of you without even looking at you, and moves on to the next customer without asking if you are even finished ordering. I thought that may be I just caught him at a bad moment, but it happened more than once and I watched him do it to others too. In the foyer bar, I ordered 4 cocktails, one came in a glass and the rest came in cheap plastic tumblers, despite there being plenty of glasses on the gantry , and when I asked if we could have our drinks in real glasses, the barman tutted and said it made no difference, but then brought two glasses across, slammed them in front of me and walked away. I had to pour the drinks into them myself. This is really not what you expect from a 5 star hotel.Absolutely unnaceptable. I paid £10k to come here with my wife and two sons , and these guys have completely ruined the atmosphere for us on multiple nights now. It’s a shame, but I won’t be back. I have another 9 nights to go and to be honest, I’d rather go home.

    Jul 18, 2024
  • 5.0 star tripadvisor rating
    Planet Hollywood family review

    Thank you to the stars kids club leaders for all your patience and fun for our daughter ‘Myla’ she has had the best holiday spending time with you all and enjoying all the fun activities! Specially the excellent face paint! Big shout out to Jennifer, Yadira, Brenda, Fathima and Aylin! 💜💜💜💜💜

    Jul 18, 2024
  • 5.0 star tripadvisor rating
    Would recommend

    We had a group of 12. Our butlers, Robert and Ignacio were wonderful! They took care of all of our dinner reservations for the week and anything we needed while we were there. They came to find us daily to see how we were and to see if we needed anything. Oscar at the Star Class pool was beyond helpful everyday. We loved the lazy river. It is a big resort, so lots of walking to the main lobby where everything is located. The mosquitos were awful at night, so I recommend bringing bug spray. The food in the restaurants were good. Everyone also really liked Guy’s. The elevators in our building and next to our building were not working for the first half of our stay, so that was a pain, but were finally fixed half way through. The rooms were clean and stayed cool.

    Jul 18, 2024

*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.