So we had tried to contact this location without much luck to confirm ocean view and accessible Room. My Mom is very immobile. I had finally gotten through when I mentioned I wanted to add Star Class and was assured the request had been made only to arrive and find out that there were no such ocean view rooms that were accessible. I think they saw our predicament and moved quickly to help us out. Noelia, a manager came to speak to us, Justin was right there to take us to our rooms. Mom’s room ended up an accessible room but no ocean view. To compensate us on price difference. They provided us with cabanas for two days and we had superb service from all staff. Cannot thank Noelia, Justin, Cristian,

Amazing staff! Nestor and Paola were so attentive and kind!

Our butler Kevin. He was wonderful

The room was not properly restocked daily- towels, not enough snacks and drinks for 5 people - we would get one pack of peanut m&m’s. The food was terrible and the juices and sodas were diluted. There is no perk for booking star class- we never saw our butler and he made us dinner reservations for 9pm but we showed up when we wanted to eat and it was no problem

The star class wasn’t worth the extra expense (we’ve done it at other Royalton properties and it was worth it) and the food wasn’t great. The country was beautiful and the Nexus excursion teams were fantastic. Would go back to Costa Rica but would not return to this property

The staff at Planet Hollywood are fantastic. Very inviting, friendly, accommodating, and truly display the idea of 'Pura Vida'. The food was delicious, the drinks were great and the entertainment staff did a phenomenal job. This wasy second time at this location and I'm positive there will be a third sometime soon.

Staff are friendly and helpful. Rooms are cleaned everyday

Friendly staff, great entertainment team, nice rooms, fun atmosphere, wide selection of excursions and on-site activities as well as food at the hotel's restaurants.

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