Dear Planet Hollywood Management, I am writing to formally express our disappointment regarding our recent stay at Planet Hollywood Cancun from February 12th through February 16th. Unfortunately, our experience fell far below expectations, especially considering the reputation and standards your resort promotes. On Thursday evening, February 12th, when we turned on the water while getting ready, a strong sewer odor came from the plumbing. The smell was overwhelming and very unpleasant. On Friday, February 13th, we had no hot water when preparing for our evening dinner. Additionally, on two separate mornings when we ordered room service for breakfast, it took over an hour and a half for our food to arrive. This significantly disrupted our plans and was very frustrating. On Saturday, February 14th, the sewer smell returned, and once again there was no hot water for our evening showers. To make matters worse, the power outlets in our room were not functioning properly, which meant I was unable to use styling tools. As a result, I had to attend dinner in wrinkled clothing due to not being able to properly prepare. Each of these issues was reported to the front desk at the time they occurred. Despite reporting them, the problems either persisted or reoccurred. Additionally, our room did not have the fragrant room spray oil that other rooms in our group received, which added to the feeling that our accommodations were not maintained.

Rooms were very clean and spacious. The staff at the whole resort was amazing. Such a pleasure to talk with and always available. Fun group. Made you feel as if they were one big happy family. Seemed to enjoy their responsibilities at the resort

Everything was wonderful

Everything was great!

The staff was extremely helpful and courteous and we enjoyed ourselves immensely!!! The experience and ambiance is definitely worth the stay!!!! Jorge & Ricki (bar staff) were exceptional.

Staff were amazing, friendly, helpful and genuinely nice. The fresh food, especially the fruit was great. The pools, our room, the main hotel was clean and well kept. Highly recommend this place.

Foods horrible

So many great employees we met! The rooms were nice & very clean the resort was nice & clean! We had a great time!

Great atmosphere, professional and friendly staff! The food was amazing and I would like to shout out Wendy who helped me at the buffet. Alondra, Allan , Javier, Alina and Katherine made me feel very special for my birthday. Overall an amazing time. Definitely would recommend this resort and experience to everyone!

We had an exceptional stay at Planet Hollywood - Costa Rica! From the moment we arrived, we were warmly welcomed. There is so much to say that it will be difficult to comment on it all, but I'd recommend upgrading to Star Class- it gave us access to different food options, an upgraded bar, an upgraded room, and Daniel, who was our Star Class Concierge. He arranged all our dinners, made reservations when needed, and ensured everything was perfect! The entertainment team has great energy! Antonio really made an effort to get to know our family, our names, and encouraged everyone to participate. The food was exceptional! Nothing but great things to say about our experience. Highly recommend!

The rooms were verry nice. Lovely view from the room. Staff was very polite and nice.

The room was beautiful and spotlr

Food, drinks, pool, excursions were excellent.

Everything was great!

Enjoyed our stay, very clean resort. Friendly and helpful staff. Buffet and restaurants very good and lots of food options. Pool entertainment was fun very interactive with the guests. All the shuttle drivers were very nice and communicated well.

Staff was excellent always smiling and polite. Swim up pool bar is where our party spent most of the time. Paola, gustavo,andrew were the best. Breakfast was dry and overcooked except for the omlet and crepe stations made to order fresh. The few restaurants we ate at were the same almost every meat was overcooked and tough. Other than that excellent experience.

The rooms are great and offer a beautiful view of the water. The staff are friendly and always on top of everything/requests. Paola was THE BEST during our 5 days there and took very good care of all of our group of 9. The only issue(s) I had during our stay is my bracelet/key wouldn't work on 2 different occasions and I had to have security come let me in my room both nights and on separate night, I was in my room lying naked and they must have assigned my room to another party erroneously as a female guest walked into our room (when the TV turned on, there was another guests name on the TV, not mine). I did mention it to staff but there was no follow up. Several in our party did end up getting sick after eating the same food on the same day, but it's hard to tell if it was the food or the mix of food/alcohol (the food that night was not enjoyable). I would definitely be willing to try it a second time with my husband, but I think I would prefer to try another resort in another area and experience more of Costa Rica before trying PH again. Oh and the parties, shows, karaoke and club were a blast and we met so many new people from all over!

We visited Planet Hollywood Costa Rica for my sister’s 50th birthday. What an experience we had top notch service from everyone. Food at buffet was not the greatest but the hibachi and steak house were great from service to food. I would like to point out two of the staff that made our stay at planet Hollywood memorable. Gabby who made sure our stay and reservations were all taken care of she also had my sister room decorated along with dinner at hibachi that included a cake for her birthday. And last but not least Paola our fantastic bar tender who went above and beyond every day to take care of our party of 10. From drinks, food, music or a special request even on Paola birthday she made sure we were all having a great time. Thank you for making our time at Planet Hollywood a great and memorable vacation.

It’s not worth the price maybe budget hotel could be the same not high end resort

We were escorted in on the red carpet and literally treated like rockstars. We had Star class which I definitely recommend. We booked transfers and an excursion through the hotel. When we arrived we booked a spa treatment with Princess, it was great experience. In general loved the property it gave cruise ship vibes on land. Lots of activities or peace and quiet, whatever you’re into.