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Hotel overview
The following services are also available in the hotel:
- Doctor´s office
- Distress rates in case of COVID emergency
Location
Costa MujeresProperty 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.
Ratings & reviews
TripAdvisor traveler rating
7245 reviews
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Mar 29, 2025Nice trip but RESORT CREDIT CARD FRAUD.
My husband and I stayed in the directors suite and the room was large and clean. We were Star class so had no issues getting dinner reservations. We liked them all, but are pretty easy to please. The servicing sizes were very small though and chips in the buffet were always stale. Some workers were amazing, most really. A few really didn’t seem like they enjoyed being there. Our biggest complains were that the pool chairs were pretty much gone by 630. On our last day they sent out a message that chairs can’t be saved prior to 7 or towels would be removed.. not sure if they stuck to that or what came from it. Our largest complaint was my credit card having fraudulent charges. I used my credit card only once the entire time in Mexico and that was when we got to the resort to pay fees and put the “deposit.” We checked in on a Saturday. We used the safe, but this card I forgot was in my carry on bag. Thursday evening I got a fraud text from chase for a $1,125 for Mercado Pago. Went to my app and saw $80 had already been charged on Amazon to a Mexico shipping area. I locked the card and got 2 emails after that for attempted charges. A $1,143 and a $180 charge both again to Amazon. I told 2 different people at the front desk and neither seemed to care. Unaware if the fraud came from running it at the front desk or a cleaning person seeing it in my room.
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Mar 29, 2025Spring Break 2025
This resort is great! We went with a large group of families for a big Senior trip. 4 stars because there are too many options/levels to book and you are restricted from certain areas if you are not star class. Everyone in my family was over 18 so we booked adult side star class. This allowed us to use the entire resort including the 2 adult only restaurants. For the best experience I recommend booking Star Class ahead of time. If you upgrade upon arrival it is not the same service and you don't get a butler or the better room location. If you choose not to do Star class I am sure you will still have fantastic vacation at Planet Hollywood. Star class has its own breakfast buffet but you can skip the line at the larger buffet if you are star class. Star class has butlers included. Ours were fantastic. Yomelly was our main butler. He sent us daily activities, booked us dinner reservations with room for friends to eat with us, spa hydro session that was included, parasailing, and anything else we needed. When he was not working Jerry made sure we didn't need anything. The beach is beautiful, water perfect and you can usually find chairs. Sometimes the servers are scarce. We rented a cabana 2 days as the other days were booked and spent 1 day in Isla Mujeres. The cabana is worth it if you have a large group. Thr cabana staff is outstanding. They keep your drinks full, order you food, bring cold towels and non alchol refreshing fruit drinks and fresh fruit. Several people in our group rented cabanas or papalas daily. They butlers also assisted with checkout. Speeding up the process and ensuring our bags and transportation were ready. Activities and shows were great. Plenty to do. The bars at night were busy and short staffed Most of the bar tenders were friendly but some were grumpy It wss a wait to get drinks and they often ran out of top shelf liquors. We don't have young kids but seemed to have plenty for them to stay entertained. Another shout out to Yomelly and Jerry for taking such good care of us.
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Mar 29, 2025Perfect for our spring break vacation!
I am here for my senior in high school‘s spring break trip. The resort is perfect for our group! Are at Prime and it was wonderful! I highly recommend the workout classes there! Benn was the best instructor! The beach is amazing with the crystal blue waters. So glad our group chose Planet Hollywood!
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Mar 29, 2025
Fourth visit and keeps getting better
Great as always! Our fourth trip. We traveled with four adults and four children ranging from 9-17. There are always things for the kids to do in a safe environment. Our butler, Oscar, took care of everything for us. We took an excursion which was amazing and spent tons of time at the pools and beaches.
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Mar 29, 2025
This resort has everything for families and plenty to do !
This was my second time at this resort , first in September 2024 and now March 2025. This is a fabulous resort and majority of the staff are very friendly , helpful and kind . I have traveled to many all inclusive resorts but this one has everything , great gym , great coffee shop , lots of restaurant choices and many options . I would like to thank Enrique, Fanny and Octavio for being great butlers and aiding my family with all of our needs. The negative reviews I have seen for this resort should not deter you away , many people react without gratitude or have expectations which can’t be met.