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

Customer ratings & reviews

TripAdvisor Traveler Rating

8951 reviews

• 

  Don't believe all the bad reviews

  Ok, so we were there at the beginning of December, this review is a little bit late. First off, after reading lots of reviews on TripAdvisor and joining a Facebook group (take my advice, don't do that), and the fact that TUI downgraded it from a platinum, we were kind of dreading going there. We had an amazing two weeks!! Yes, the decor is tired, the wardrobe doors don't quite line up, but if that's something that would ruin your holiday?? Then take my advice and stay home. We stayed in the adult only section, in room 15101, would recommend for sun. We arrived after a nine hour flight, Cancun Airport arrivals was rubbish, as always. There was only two people on check in, so we waited almost 30 minutes to get checked in. It would be lovely if they provided some seating and some sort of ticket system so people didn't have to stand and wait. However, we filled in a questionnaire on day 3 where we pointed out the long wait, after that there always seemed to be 4 people on check in. No extra seats though. The room was huge, very comfortable, weird lighting controls, not a bother though. The staff were fantastic, big shout out to Manuel at breakfast and lunch in the adult section restaurants, he was so lovely, what all hotel staff should aspire to be. Get that man on a management course immediately. Rosey, one of the building 15 concierge's, what an absolute sweetheart. The wait staff at the sports bar, I could go on. We loved our swim up pool, the one next door in 15102 was massive! Pool came to about chest level, so deep for a swim out. Yes they were cold, but I've been in colder, we used ours all day, every day. The A La Carte restaurants were a bit hit and miss, but no one would starve there. I didn't think the drinks were watered down, they got me drunk one night, and I'm Irish, used to real alcohol, not like I only drink Budweiser 🤣🤣🤣. Room was cleaned every day, unless we put up the do not disturb sign. Room service menu wasn't the best, but edible. Would we go again, yes we would. The adult only pool was busy, but there was always sunbeds available on the beach, even in the afternoon.

  Feb 13, 2026
• 

  Amazing!

  amazing overall resort amazing beach amazing pool great service great food, consistent 0 coming back next year If I have to give one negative comment would be I wish adults would have to stay on the adult side just like how Star class can’t go on adult side .. because of Star Class Pool majority of the adults come over and it makes it very tight for space Special shout out to: 1 - day entertainment team : Mar / Karla/ Kore - AMAZING ENERGY !! they made the pool area very fun for everyone, including my kids ( Kore, watch your back. You don't know when I'll be back and your going in for a swim 😂 haha ) 2- Ray from the pool services !!!! he truly made our vacation unforgettable he should be someone to teach other workers customer service as he goes above and beyond every single day!

  Feb 13, 2026
• 

  Amazing

  Such a fantastic experience at this resort. We got welcomed with an applause and a drink in the lobby. Tried all of the restaurants and they were all delicious. So many fun activities throughout the day. The staff were all awesome, specifically JJ AT karaoke, he made atmosphere so much fun for all.

  Feb 12, 2026
• 

  A great time

  This resort was so fun! The staff was super friendly and welcoming, we never missed for anything. The location was great, the beach had the softest sand. Rooms were very spacious and the double sinks was a really nice touch. The food was super good, we tried almost all the restaurants and didn’t have a bad meal. You cannot accuse this resort of watering down drinks, they kept flowing all day. We had a particularly good time with JJ at Karaoke on half of our nights and it made for really lively nights.the staff even went out of their way to set up the Canada Olympic hockey game for us on the big screen.

  Feb 12, 2026
• 

  Mixed Experience

  We had a pretty mixed experience at the Planet Hollywood Cancun. Here's our experience. Booking - we would have liked to pick our room, but we couldn't get the web site to work as we booked through a 3rd party. We tried emailing the resort twice (at least a month before our visit) as per the website and never heard back. Not a big deal though. Check-In - we arrived late and were the only ones checking-in at this time. So no issues. Note: if you are in Star Class, the liquor bottles that are in the Star Class check-in are free to enjoy anytime. Upsell - we were already Star Class, so they didn't bug us about that. However, the hotel had the staff constantly pushing extra (overly expensive) experiences in the common area. It wasn't terrible as they won't hound you, but it is a bit of an annoyance. We also got resort coupons that were never explained to us. However, we've stayed at the Royalton Riviera Cancun before so we knew what they're for (minor discounts on overly expensive items and services). We didn't bother with them. Room - The room itself was spacious and the bed was comfortable. We had all the amenities we'd expect at 4.5-5 star resort. However, the room is severely lacking maintenance. I was shocked to find out that this hotel is only 4 years old judging by the state of our room. We didn't have hot water for our first 2 days. The bathroom door wouldn't close without a lot of force (this is an easy fix!). We had a few broken drawers. Aside from that there was a lot of wear and tear for a room that's 4 years old. Since it's an all-inclusive, I don't expect it to be perfect, but the room should be much better taken care of than this. Grounds - the grounds seemed to be better maintained. Lots to do at this resort which is nice. Pools - you need to play the towel game (before 9AM) to get a lounger at any of the pools. Most resorts I've been to will have loungers freed up later in the day, not here. The loungers are occupied all day. Since the adult pool was always pretty loud, we stayed at the Star Class pool most of the time. Service was really good there and the pool was heated which was nice. They even had a snack bar which was pretty good as well. Beach - fantastic! Best beach I've been to in Mexico. White sand and clear blue water (when its calm). We never had an issue getting loungers at the beach. Drinks - we had no issue with the drinks. We're not heavy drinkers, but the drinks didn't feel watered down to us (not that we'd care much if they were). You can get premium liquor at the Star Class pool (you have to ask specifically for it) and in the lobby at the Star Class check-in. I like whiskey and they had a few single malts and a couple aged blends that were good as well. Beer is XX and the rooms had Coors Light as well. With our Star Class room, we actually got a free bottle of Patron and had 2 bottles of wine in our room which was great. Food - this was really mixed. It really seemed to depend on how busy a restaurant was. We went to Guy's twice. The first time they were busy and our burgers were cold. The second time they weren't busy and the burgers were hot and tasty. We had the same experience at the Italian restaurant. We went for supper at 7PM one night and it was very busy (this seemed to be the most popular restaurant, especially for families). The food and service wasn't great. We went for a late lunch one day when they weren't busy and the food and service was fantastic. The Indian restaurant wasn't busy when we went there and again food and service was great! Braza, Brazilian, was our favorite restaurant for supper. NOTE: I didn't know this before we arrived that if your Star Class and don't have children, you can eat at the 2 restaurants in the adult side. However, we ate at Braza for breakfast once and it wasn't good (my steak and eggs were both very undercooked). We had good experiences at the Teppanyaki and Steak restaurants. The Mexican restaurant was ok, which is a little disappointing as I love Mexican food. No issues with the buffet. We at there for breakfast most days and sometimes went there for an evening snack. We didn't eat there for lunch or diner though. We ate lunch at the Star Class pool most days and the food was pretty good. Entertainment - this was also mixed. There seemed to be enough going on during the day to keep folks busy. However, the night time shows were mostly dancing to music so it wasn't very interesting. There is a sports bar but they seemed to be doing more karaoke than people watching sports. The theatre was great though. They have different movies 3 times a day. They have drinks and popcorn for snacks. The theatre has nice seats as well. However half of the reclining seats do not work (again maintenance issues). Spa - since we were Star Class, we were allowed to do the hydrotherapy circuit at the Spa. This was really refreshing! This was my first experience at a Spa and I really enjoyed it. Staff - fantastic! The staff do go out of your way to make sure your having a good vacation. They do seem overly busy though. So, please tip them! Since we were Star Class, we had 2 butlers, Miguel and Roy. We never ended up meeting Roy, but he did stay in touch over WhatsApp to make sure we knew he was there to help. We met Miguel in the AM after we arrived. He got all of our diner reservations straightened out, booked us at the Spa, and looked into our issue with our shower. He was very helpful and polite. Thanks so much! Overall, after a rough start (cold weather and no hot water), we did end up having a good time at the Planet Hollywood Cancun. The staff really made a difference for our trip. However, the hotel needs to: - do some room maintenance / refreshing - employ more staff so they're not so overworked/overwhelmed - figure out a way to stop the towel game at the pools (I know all resorts have this problem). Would we come back? Perhaps, but I don't think it would be our first choice.

  Feb 12, 2026