Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort

The only part of the stay we really enjoyed was the tasty food at the property’s à la carte restaurants. The buffet was a letdown: little variety, almost the same menu every day, hardly any fresh fruit, and a very limited dessert selection. The pools were dirty on most days. Our room had damaged furniture and what looked like poor-quality renovation work. There were also days it wasn’t cleaned until we asked reception for cleaning and towels. We chose the hotel partly because we were traveling with a child and expected to use the children’s area. Nobody told the travel agents or guests that it would be closed for renovation during our May stay. That was a major disappointment. We were also celebrating our anniversary. A ribbon appeared on the door, and staff said a surprise would be waiting in the room, but nothing was there. We felt they were indifferent to the occasion. Our family was deeply disappointed. For food quality and cleanliness, this hotel fell well below expectations.

The beach is beautiful, and our wedding was planned very well. Nelly, the wedding coordinator, was organized, professional, and attentive. Maid service was good, especially when we tipped. The setting has the potential for a five-star stay, but right now I’d put it closer to three stars. We were here about a year ago and the experience has declined a lot. Hot water depended on the time of day. Cleanliness was poor outside Star Class, and only a little better there. Building 21 seems like the best option, but it costs much more. Butler service was disorganized when we tried to arrange dinners, and Star Class guests weren’t always properly introduced to their butler at check-in. Staff attitudes varied: some people were kind and professional, others rude. Tips were often requested before service, and the mini-fridges weren’t refilled daily. Even the Guy Fieri hamburger restaurant ran out of fries one night. At the airport, wheelchair assistance staff asked for tips and acted very unprofessionally when offered Canadian currency. That was upsetting. Politics or nationality should never affect how paying guests are treated. Everyone works hard for their money and deserves equal respect and hospitality. I hope management deals with these issues, because the location and surroundings really are beautiful.

What stayed with me most was a vulgar, inappropriate comment from a concierge about my husband and me. I felt humiliated, and no guest should be put in that position. Management offered a bottle, which I accepted at first, but it didn't feel like enough given how serious the incident was. Nobody has contacted me since about my concerns. We also told the concierge about problems in our room, but nothing was done. Before arriving, we had asked for a name change on the reservation about two months ahead. The details still hadn't been changed when we got there, so check-in became long and stressful. The front desk employee who helped us was kind and found a way for us to enter the resort before my mother arrived. During the stay, staff didn't tell us about activities, excursions, or options for families. We were traveling with children and expected some suggestions for the resort or the Cancun area. They only seemed interested in discussing excursions after they found out we'd booked through an outside travel agency. The grounds are lovely and there are plenty of amenities, but poor communication, unresolved room concerns, and that staff member's conduct made the experience a disappointment. I hope management takes this feedback seriously.

Our butlers, Robert, Fernando, and Bryan, did a terrific job coordinating reservations, room requests, and daily details for our group of 15 across 6 rooms. Prime check-in was private, quick, and easy, and the Star Class pool restaurant stood out for both food and service. The rooms were a different story. Ours smelled strongly musty when we arrived, and the AC couldn't manage the humidity. Even at 68°F, the bedding stayed damp. We raised this several times without getting a fix, and some of our clothes and other belongings had mold by the end. The suite bathroom doors also had large gaps and wouldn't shut properly, despite repeated reports. Cleaning was missed often enough that we had to ask for it multiple times. This was a return trip after a great stay in 2025, when I signed up for Prime, so the drop in quality was hard to miss. Burger quality, portions, and steak preparation were all below what we'd had before, and little details were overlooked. Upkeep around common areas also seemed worse, with visible wear and repairs left unfinished. At the sports bar, our group of 10 waited more than 30 minutes without being served until we complained. We rented two cabanas for about $300 each, but were restricted to one food service chosen in advance for the whole day. Last year we could order flexibly, so this felt like less of an experience. I work in hospitality and understand cost pressures, but a resort presented as 5-star needs to be consistent. Our group spent around $30,000, and this stay didn't feel worth that cost. The decline from last year was significant and disappointing. I wouldn't recommend the property or return as a Prime member, even though it clearly has potential.