Punta Sam Manzana 002, Isla Mujeres, Quintana Roo, 77400, MexicoLihat Detail Hotel
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Kami Samakan Harga
1 malam
Ulasan Tamu
4.4/5
Luar Biasa
49 ulasan
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Ulasan terverifikasi
Lokasi4.5
Fasilitas4.0
Layanan4.5
Kebersihan4.5
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Semua ulasan(49)
Ulasan positif(42)
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Buruk(7)
Tamu
Suite Junior dengan Pemandangan Samudera
Menginap di Jan 2024
Pasangan
1 ulasan
4.5/5
Sangat Baik
Diposting pada 25 Jan 2024
Service was great. Our ocean view room was lovely. The room itself was clean but definitely could tell wear and tear in spots but that wasn’t a bother to us. Food was less than to be desired. Every meal left me wanting more so that was disappointing.
The beach front was great as well as all the pools and lazy river. We had some issues in our group with charges to rooms that shouldn’t have been there. They all eventually got sorted out but it took a lot of work to make things right.
I don’t think I would recommend this resort to family and friends. I would look for a different resort but the island itself was good.
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Noof
Boutique Suite
Menginap di Okt 2023
Bepergian dengan teman
443 ulasan
4.7/5
Menakjubkan
Diposting pada 1 Jan 2024
We enjoyed our stay at the resort, the rooms were nice however there was some dust in the room. There are many restaurants to choose from and the food was good. The shows were fine. I’ll come back again.
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Erin C
Menginap di Des 2024
Keluarga
5.0/5
Fantastis
Diposting pada 7 Des 2024
We travelled as a large group of 10 (5 adults and 5 kids ranging from 9-17) with 3 separate rooms. One room was damp, but we requested a dehumidifier and it made a world of difference. We were on the 3rd floor of building 30 and had an incredible view of the ocean from our bed. It was close to the beach and pool, so a great location. We did find making reservations difficult and would recommend they make some changes to their reservation system so that you can book farther in advance but, honestly, that is my only piece of constructive feedback. We found the staff to go above and beyond to try and make it a memorable trip. We had staff who sought out chocolate cake for members of our party at a restaurant that didn’t have it on the menu, one who ensured a fresh pot of decaf was ready on our second morning after the first morning they didn’t have any prepared and others who did worked hard to help us secure our preferred restaurants for our group of 10. Special shout outs to Obed, Daniel, Enrique, Alejandro (both of them), Oscar, Marco and Samuel for the extra care and attention throughout our stay. Highly recommend one of the private cabanas at the pool for an extra special experience. The service was top notch and it gave the kids a space to chill when they needed a break from the sun. We would absolutely return
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6/10
Holly c
Menginap di Des 2024
Keluarga
5.0/5
Fantastis
Diposting pada 2 Des 2024
Myself, husband & daughter have Visited Mexico a few times now at different all inclusive resorts as we like trying out new places. Overall very impressed with Planet Hollywood Cancun. The hospitality is incredible, the staff go above & beyond, special shout outs to Fernando, Erik, Gael & Claudia in the sports bar which was our favourite place to go in the evenings after a bite to eat. Also Virginia, our drinks server who looked after us all when we were near the Twist bar and kept our drinks flowing. Danny, and all the entertainment team are just brilliant!! From morning, lunch & evenings they work so hard and really make an effort! The food in the resort is brilliant, I was really impressed with the quality & choices at the buffet for breakfast lunch & dinner. & the restaurants were top notch, my favourite being the Italian, Steak & teppanyaki! The beach is beautiful and I enjoyed a morning walk along the coast, we went on November and there was no seaweed. Rooms, we had a beautiful room with a seaview - this was not pre booked I guess we just got lucky. My only downside I would say was the housekeeping, it was clean & cleaned all days, however the bedding didn’t get changed as much as we would like, but this wasn’t going to make me put a negative review as this is personal preference. Pools were fabulous, slightly colder than other hotels but I like it to cool off so I don’t mind, the lazy river is brilliant. We would highly recommend this resort to anyone, thank you! Non star class Family side
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6/9
Tanggapan dari Properti: Dear Holly, We are very happy to know that your vacation was PHabulous at our Resort in this featured visit starring: You! It was a pleasure to have you as our guest. Reading all the positive comments addressed to our kind staff and the positive recommendations make us feel very proud of the daily work our crew achieve. We hope to receive you again for your next vacation. Star regards, Jonathan Iriarte General Manager, Planet Hollywood Cancun, An Autograph Collection All-Inclusive Resort
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Lorraine L
Menginap di Nov 2024
Keluarga
5.0/5
Fantastis
Diposting pada 20 Nov 2024
What a pleasant surprise - we had low expectations for this resort and we were blown away by the service. We booked star class and it was worth it! Our private butlers, Enrique and Fanny ensured that we were well taken care of and didn’t want for anything. Franky at the star class pool offered exceptional service as well. Never had to ask for a drink once - he was right there with a new one in hand before we could even think about it. The beach is beautiful and the ocean was nice and warm!
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kakenpr
Menginap di Nov 2024
Keluarga
5.0/5
Fantastis
Diposting pada 19 Nov 2024
Place was amazing! Food option and quality great. Italian, Japanese, Indian, steak, pizza, burgers, sport's bar and more. There are options for everybody. Facilities were well kept and many alternatives: gym, beach, pool, volleyball, spa to be pampered! All the staff was super friendly. Love to be back! Special thanks to Roy & Oscar, our butlers. They went above and beyond helping with dinner reservations and all our requests. They were always available. THANK YOU!
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Tanggapan dari Properti: Dear kakenpr, We are very happy to know that your vacation was perfect and that you enjoyed our services without any inconvenience. Your perfect score reflects the good service provided by our team. We hope you can return very soon and experience again a PHabulous vacation! Star regards, Planet Hollywood Cancun, An Autograph Collection All-Inclusive Resort
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Travel47912590068
Menginap di Nov 2024
Pasangan
1.0/5
Diposting pada 4 Nov 2024
Booked this 'resort' to celebrate my 50th birthday, stayed there for 5 days, from Friday to Tuesday. I had very high expectations after watching several Youtube videos (they must have been paid reviews). To start, 80% of what was shown on the YT reviews was no longer available, for ex. the beach cabanas that used to be free, now they are only available for 'Star Class' guest, pools used to be climatized, now they are not, pools used to have water jets for massages, not working any more, if you aren't 'Star Class' the beach area is horrible with literally no service. There were some ups and downs with service, some of the staff was really nice, but most of it was very indifferent and it was like you was bothering them with your questions, I did not feel welcome. The infrastructure looks like a 20yr old hotel, is very rundown, with cables hanging from the ceiling in hallways, etc. Entertainment was really lacking, you'll expect with the name 'Hollywood' it would be awesome, but it was not. Adult pool barely gets any entertainment and there was never a DJ, during the night the only option was the Disco which opened at 10pm, no shows or anything except for kid stuff. The food was subpar and average at best, if you are from USA, think Gold Corral, that's the quality you get. My NY Strip at the steakhouse was 1/4 inch thick, hilarious, the Mac-n-Cheese was like from a box, watered down and no flavor. Mash potatoes again pretty sure they came out of box. Room service menu was very limited, not a lot of options, not even a soup. The Brazilian 'steakhouse' was the worst of all, all the cuts of meat were over seasoned in a bad way, the taste was horrible, they used the same seasoning for everything, so regardless what cut you get it was tasting the same, they even season the Picania, anybody know you only put rock salt on Picania, it was disgusting. There were flies all over the buffet, overall I did not have any good food at this resort. Alcohol, I'm 100% and open for the resort to prove me wrong, all the liquor at the bars is watered down or altered, I'm a drinker, I know my spirits, even the beer they had on tap was watered down. I was never able to get a buzz no matter how hard I tried. The 'bartenders' didn't know how to make simple cocktails, what a joke. For the price they ask, I could have gone to so many other resorts and got better food, entertainment and service. Definitely not 5star, I would say 3 star at best. Never going back.
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6/11
Tanggapan dari Properti: Dear Edwin, Thank you for sharing your honest comments with us. Providing the highest level of hospitality is our number one priority and we regret that we did not meet your expectations. As a teaching moment to the team, we have shared your comments to ensure that the necessary guidelines are implemented to prevent the above points from occurring in the future. Once again, thank you for taking the time to share your comments. Kind regards, Jonathan Iriarte, General Manager, Planet Hollywood Cancun, An Autograph Collection All-Inclusive Resort.
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traceym317
Menginap di Nov 2024
Bepergian dengan teman
5.0/5
Fantastis
Diposting pada 9 Nov 2024
We attended a music festival called '80s in the sand and had star class. I totally would recommend it. Our butlers were Ignacio and Robert who took care of our every need. They were helpful for booking dinners, organizing luggage, spa appointments, and just generally being available at any given time. I highly recommend requesting them as your butlers. Star class was completely worth it for us because it gave us preferred seating, Early entrance to the venue and a great room. Ignacio and Robert also decorated our room for my birthday and even saying to me.
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NI W
Menginap di Nov 2024
Pasangan
5.0/5
Fantastis
Diposting pada 9 Nov 2024
First time visiting the Planet Hollywood! We came in for the 80’s sands rock event. This will be one of MANY return trips. The hotel was great! 3 pools that could accommodate whatever mood you were in. The beach was beautiful and the music was OUTSTANDING. The best thing by far here were the PEOPLE. Excellent customer service. We had the opportunity to have both Roberto and Ignacio as our personal vacation assistants and they took great care of us!! 10/10. We can’t wait to return.
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Tanggapan dari Properti: Dear Guest, Thank you for highlighting the qualities that made your stay unforgettable. We are delighted you enjoyed our atmosphere, our facilities, pool area and our excellent service. We are proud to say we have a team always ready to make sure that all our guest have a Phabulous vacation. We greatly appreciate the special mention of those members of our team who helped make your stay more pleasant. We will of course congratulate them for their amazing work. Star regards, Jonathan Iriarte, General Manager, Planet Hollywood Cancun, An Autograph Collection All-Inclusive Resort.
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Kim H
Menginap di Nov 2024
Bepergian dengan teman
5.0/5
Fantastis
Diposting pada 7 Nov 2024
Spent a week at Planet Hollywood Cancun with a friend in September and was blown away with the service! We stayed on the adult side and “star class”. Our butler, Edwar, was very helpful with our dinner reservations and checked in on us each day. He even sent us a message with instructions durning tropical storm Helene even though he couldn’t make it to work that day due to the storm. Edwar also arranged for coffee to be sent to our room each morning! Our room was beautiful, spacious, clean, and overlooked the ocean. Housekeeping kept it spotless and the mini-fridge was restocked daily. We ate at a different restaurant each night, all delicious! Loved Guys burger joint for lunch as well as the take-out pizza from the Italian restaurant! We went to the spa for a massage followed up with hydro therapy, strongly recommend! It was so good, we went back a second time! Negotiable the price…it goes up when it rains (supply/demand!). We also enjoyed a yoga session at the beautiful gym. They even had a mimosa station right outside the gym after yoga…loved that! Beach was beautiful and great for long walks. Lots of bars everywhere and it’s evident the majority of staff enjoy their jobs. Really appreciated not having to play the pool towel game, there were plenty of them, plus you could take more than one per person. Lots of chairs available at the numerous pools and beach. One minor criticism is the nightly entertainment, it was just ok in my opinion. We rarely go to the same resort twice however Planet Hollywood is one we would return to!
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Tanggapan dari Properti: Dear Kim, Thank you for sharing your detailed review! I could not be happier to read that you found our staff very warm, and that you enjoyed most if not all of our facilities, but mostly our Star Class experience. I will share your comments to the staff. Be sure they will be even more motivated. We feel very honored of being your hosts on your trip to the mexican caribbean and that your experience with us was PHabulous at Planet Hollywood Cancun. We will be hoping to receive you and your family again very soon. Star regards, Jonathan Iriarte, General Manager, Planet Hollywood Cancun, An Autograph Collection All-Inclusive Resort.
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James E
Menginap di Nov 2024
Keluarga
1.0/5
Diposting pada 4 Nov 2024
We had really high hopes for this place with lots of activities for our little ones but it turned into a nightmare. The place is completely unsafe for children: 1) there are no working lifts and so we were told to use the service lift which has some open cupboards to the rear of the area, with a sheer lift shaft drop from 5 floors just 30cm off the floor. So so easy for a child to open the doors and fall in! 2) the swimming pools are full of bacteria. Our son was poorly for a few days and after a hospital visit we learnt that he had caught impetigo. Since my daughter didn’t have it, he can only have caught it from the pool or from the bedding in his cot. On our return we heard of several other cases of strep at the hotel which meant that we could not use any of the pools for the rest of our stay. We reported this on our return and were offered a $110 trip to a pharmacy to collect our prescription which Uber charged $20 for. (Ps do not use hotel taxis) 3) they served raw fish to our son in the steak restaurant which luckily we noticed before he ate any. When we informed the manager at the front desk of this he said there was nothing he could do and couldn’t have cared less. I never write bad reviews but felt compelled to leave one on this occasion firstly for the complete lack of safety and secondly for their complete lack of any empathy or willingness to rectify the issues
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Tanggapan dari Properti: Dear James, Thank you for your preference in Planet Hollywood Cancun and for share us your feedback of your recent stay. I noted some experiences you had at the Resort and I will add some notes of them. Our property has all the necessary health and safety protocols, and the certifications of travel groups and official Mexican authorities that allow us to match and even exceed international hospitality standards, like Cristal International Standards. I will, for sure, take your feedback into consideration, but if it's possible, please share with us via private message, more about your experience and your information so we can contact you directly. For us is absolutely necessary to know more about this to improve our operations and offer the best experience possible to all of our guests. Kind regards, Jonathan Iriarte, General Manager, Planet Hollywood Cancun, An Autograph Collection All-Inclusive Resort.
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jtiran
Menginap di Nov 2024
Keluarga
5.0/5
Fantastis
Diposting pada 3 Nov 2024
This is a hotel that geos over the top on service. Food and beverages are fair, lots of room for improvement. Rooms are ok. Beach is great! But the best part was the flowride where Edson, Joaquín and Xavier made the experience unique. They are so commited to teaching with lots of patience and such nice people I must say. Big kudos to them.
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Tanggapan dari Properti: Dear Guest, Thank you very much for writing your review on TripAdvisor. We are pleased to know that you had a pleasant stay and that it fulfilled your expectations, it is also pleasing that our team, and especially by the staff you mentioned, has been of your total satisfaction. Your message will come to motivate them in their activities. We hope to have your visit to Planet Hollywood Cancun in the very near future. Star regards, Jonathan Iriarte, General Manager, Planet Hollywood Cancun, An Autograph Collection All-Inclusive Resort.
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Tamu
Menginap di Jan 2025
Lainnya
5.0/5
Fantastis
Diposting pada 8 Jan 2025
My room Was clean and very comfortable The gym was amazing and clean , good machines and thanks to Clarissa for the good service and the waterfill was good and fresh , the coffe was good and excellent service , my favorite restaurant was the steakhouse
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Tamu
Menginap di Jan 2025
Lainnya
1.0/5
Diposting pada 8 Jan 2025
Avoid This Hotel during peak season If I could give zero stars, I would. The service at this hotel was absolutely terrible. Pictures of the rooms look great but in reality they are old, rusty, and falling apart — especially the showers, which look like they haven’t been maintained in years. Yellow water, rust and actually falling apart showers. After reporting issues no one came to fix anything!!! Unless you get up at 6 AM to get chairs and the beach or the pool you will spend your day roaming the resort as you would not get a lounge chair or any place to sit & put your stuff. Pool and beach are huge and trust me there’s plenty of room to put more chairs, however no one gives a sh$t to do so. Unless you book Star Class service you don’t get any service. Despite making several calls and complaints, the management did not address any of the issues. They simply don’t care about their guests' experience. Save your money and the headache and avoid this place at all costs. Stay anywhere else that is new, not this place.
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Tamu
Menginap di Jan 2025
Lainnya
5.0/5
Fantastis
Diposting pada 8 Jan 2025
The room was wonderful and the staff is super friendly. Clarissa from the pumped Gym was super helpful. The coffee shop is must go after a good workout. The gym was packed with all sorts of gym equipment, the same that I have back home in my gym, super clean and well organized.