Jamaine D
11. heinäkuuta 2025
We recently returned from a 7-night stay at Planet Hollywood Cancun, and I must say we were incredibly disappointed with the overall experience. This resort falls well short of its advertised 5-star rating and does not deliver the modern luxury one would expect at this level. To begin with, the kids’ water park area is rusting extensively, which not only looks neglected but also raises serious safety concerns. Rust on play equipment presents a risk of injury and potential infection, not something any parent wants to worry about while on holiday. In addition to this it’s peaking summer time and not all the water features in the splash area or lazy river were working. The dining experience was equally frustrating. To access most restaurants, you’re required to use an app-based booking system. Unfortunately, the app didn’t work throughout the majority of our stay. I spoke to four different staff members, all of whom told me it was simply down to a lack of availability. It wasn’t until day five of our seven-day holiday that a more helpful staff member finally explained that the app doesn’t function as one might expect and personally assisted me with booking meals. By that point, most of the trip was already compromised. Cleanliness and maintenance across the resort are noticeably poor. Restaurant chairs often had dried food stuck to them, clearly not being wiped down properly between guests. m honestly so disappointed in the food quality — this is nowhere near 5-star dining. The meals were bland, poorly presented, and completely lacking in flavour. I ordered a korma expecting a rich, mild, creamy, taste with subtle nutty and aromatic flavor, what arrived looked and tasted absolutely awful. It was watery, had no depth of flavour, and felt like a cheap attempt at something that should be a signature dish. For a resort that claims to offer a luxury experience, the food standard was a complete letdown. The same goes for the sunbeds, which showed visible mildew buildup, likely from being constantly damp and not properly cleaned or aired out. Our room was also damp, to the point where our bed felt moist and even the clothes in our suitcase developed an unpleasant smell. The furniture was chipped, dated, and poorly maintained, cupboards didn’t close properly, and the overall décor felt tired and in desperate need of refurbishment. The buildings around the resort are also showing wear, with peeling paint and general neglect visible throughout. A particularly upsetting incident was the theft of my wife’s sunglasses, which were personalised and easily identifiable. We actually spotted the individual wearing them, but when we raised it with staff, the situation was dismissed and brushed off, with the individuals conversing in Spanish leaving us completely in the dark and feeling unsupported. In conclusion, this resort is not a 5-star establishment by any means. At best, it offers a 4-star experience, and even that is generous based on our stay. It lacks
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