Planet Hollywood

Overall the resort is nice and kept clean. Lots of pools, wish there was a hot tub. Good food options. Willie at East Sushi & Teppanyaki bar is a world class host and added a lot of joy to our stay.

Jake and Bailey

Great workout facility and outdoor spin class with Carlos! Brand new equipment and fun energetic instructor!!!

A huge thank you to Jesus the pool guy. Was very attentive to our needs. Always had a spot for us reserved in the cabana’s on the beach and when we were ready to go to the pool he would have chairs ready for us. Service from him was impeccable!!! Always had fresh towels and bottles of water waiting for us.

The negatives (what I look for on reviews as warnings). Am currently staying here and this is my honest take so far (will update if my opinion changes)

restaurants: all close but one by 1-2pm. There is only one restaurant open and took over an hour to get our food. They only have about 10 tables and will not serve u outside at additional tables. The servers were very nice but overwhelmed.

No straws on the resort (they say it’s eco friendly) but willing to sell u one for $5 a straw in the gift shop. A frozen drink with a straw is missed

Resort credits: worthless can be used for a total of 8 things, only 5 of which are currently running. If you choose their dolphin activity (no swimming with them) you have to pay about $40 to transfer there, or if you pick the only massage available, you have to pay $25 per person service fee and the massages only do the back (specifically stating no shoulders or neck are done the only places I need done ). It says you can upgrade your room with the credits, however SURPRISE no upgrades available for another 10 days (we will be gone). End result they are worthless

Guest services: does not answer their phone, and has to be visited in person. If you want a reservation at the sushi/hibachi place, u have to line up in person to get a reservation at 8am I was told

Room service: very convenient to order, but the food is typically so so and not hot. They are very friendly brining it to you and it’s nice that it’s 24 hours. DO NOT TRUST THE MENU PICTURES. They def do not match with what you get besides the fruit plate. Please note if they do not call u back after ordering room service on the tv, they didn’t get your order. I was told this was a common glitch (super fun after waiting an hour for food)

Rooms: decent enough and maid service was wonderful. Our shower had no water pressure though. We called and they sent someone who maybe improved it a bit?

Big shout out to Jose and Ulesis at Castaway bar! Amazing bartenders that work very hard! THANK YOU!

Amazing hotel and experience. A lot of details went into the creation and the staff(Karla at the playa and Manolo at the bar! Helped make memories.

Stay so great I had to do a 2nd review. My family and I were treated excellent by the staff. Special shouts to Carmelita at Jurassic Park Splash World. The hospitality that she provided was remarkable. She made my family more than comfortable. Her customer service was impeccable, we wanted for nothing. Felipe from So Cal our server was another awesome employee of PH. Felipe made sure that all of our needs were met during breakfast, our cups stayed full, from Pina Colada’s to Mimosa’s we more than satisfied. Fernando from room service called me every night to ensure our dinner experience was outstanding. Our experience at each and every restaurant was remarkable, the staff were attentive to our needs as my family does not eat pork and the staff made sure to accomodate our eating preference. I wish I could remember everyone by name, but I can’t absoluletly will return. Five star service at a Five star resort!

I cant say enough good things about the service we received from the staff. The minute we stepped in we were greeted by the star class manager, his name is Zezinho De Brito star class manager. We were celebrating my daughters 1st bday. We had a party of 18 people. Z upgraded our rooms, made all the reservations for our dinners. He even helped me book a private dinner with private chef at 6th sense for my guests. He also found a company that came and decorated the space and got us a cake. He really cared about our experience and went out of his way to think of things that I was to occupied to remember for example. We took a yacht to Isla Mujeres and he found be at breakfast and said he will prepare towels for our trip. This guy is above any service I have ever experienced. He came through with every detail. He was in constant communication with me at all times to make sure that all my guests had a good experience. Also Francisco Cucrachi Cruz was our Butler the majority of the time and this guy was super man. He took care of everyone in our group. No matter what we asked he never had a problem getting us drinks, towels, clean up service, food. Francisco is amazing person just a kind soul and made our stay so pleasant. The food was very good. The beach was perfect my one year old swam everyday.
There is only one compliant that we have and the engineers should look into it because the smell and humidity in the rooms was unbearable. We even had 3 damp rid bags and that didn’t help. Everything in the room was wet and super smelly like mildew mold. This was in all the 9 rooms that we had so it is defiantly a hotel issue. But this has nothing to do with the staff this has something to do with the rooms structure. everything else was perfect and Z was so amazing that they even brought oils to the room to help with the smell but that has nothing to do with the staff they really need to check this out.
Thanks to Z and Francisco for an incredible stay. You both should be promoted because the service sand efficiencies is better then in the states. We loved you guys and will keep in touch.