Skip to main content
Book Your Stay
  • Room
    Adult
Before You Arrive
Before You Arrive

Planet Hollywood Cancun FAQs

Enter the world of glamour when you book your stay at Planet Hollywood Cancun. With luxurious accommodations and world-class amenities, you will feel nothing less than a star when you stay with us.
Enjoy high-speed connectivity throughout the property, stay steps away from the beach, and explore the many on-site restaurants for a memorable dining experience.
Read More About

Frequently Asked Questions

 
  • What amenities are offered at Planet Hollywood Cancun?
    Planet Hollywood Cancun offers a wide range of luxurious amenities to ensure all our guests have a great time with us. Some of our amenities include on-site restaurants, themed music during your stay, PHit fitness program, The PH Spa, and exciting resort excursions.
  • Is Planet Hollywood Cancun located on the beach?
    Planet Hollywood Cancun is a beachfront property that offers a wide range of glamorous and comfortable accommodations and amenities to all guests. With a gorgeous location, our All-Inclusive by Marriott resort makes it easy for you to enjoy stunning sunrises and ocean views. Take relaxing strolls on the beach, dig your toes into the sand, sunbathe with your favorite beverage, and more!
  • What are the benefits of upgrading to the STAR Class™?
    The STAR Class™ offers guests ultimate luxury and exclusive benefits. Upgrading to the STAR Class™ will give you easy access to all our on-site restaurants, shimmering pools, anticipatory service, and butler service. Some of the benefits of upgrading to STAR Class™ include:
    • Personal agent to handle all arrangements and reservations*
    • Personal rider with preferred bar labels and in-room snacks
    • Preferred room locations
    • Private pool for Star Class™ guests
    • Nightly turndown service
    • Preferential reservations in à la carte restaurants
    • Exclusive beach area with dedicated bar and waiter service
    • Distinctive wrist bracelet
    • Exclusive access to The Green Room lounge
    • Personalized check-in and check-out at the lounge
    • Complimentary early check-in and late check-out (subject to availability)
    • Selected premium drinks menu available in lounge (some restrictions apply)
    • Daily, continental breakfast service in the green lounge
    • Evening hors d'oeuvres and afternoon snacks, including decadent desserts in Green Room Lounge
    • Upgraded robes and slippers in room
    • 25% discount on spa treatments (some restrictions apply)
    • Selection of in-suite liquors (one bottle per week)
    • Upgraded mini-bar restocked daily (according to consumption)
    • Upgraded room service menu
    • Complimentary access to the hydrotherapy pool (reservation required, 1 hour per day per person)
    • Pillow menu
    • Exclusive A la carte breakfast at Sunset Strip
  •  What does the All-Inclusive Experience include?
    All-Inclusive properties include the cost of the room plus food, beverage and various resort amenities and activities. With this immersive All-Inclusive Experience, pricing is per person/ per night. To ensure you receive an accurate rate, it is important you enter the total number of adults and children at the start of the booking process. Child pricing is based on the age of the child at the time of check-in, not at the time of booking. The hotel reserves the right, at its discretion, to modify the room rate a guest must pay, to reflect the correct guest count, including children and their ages at the time of check-in, for such reservation.
    The-Inclusive Experience includes the following items in the rate: 
    All-Inclusive Meal Plans (Menus and Outlets Vary by Resort)
    Alcoholic & Non-Alcoholic Beverages (Type Varies by Resort and Room Category)
    Access to Fitness Centers
    Complimentary Wi-Fi
    Pool & Beach Services
    Taxes, Service Fees & Gratuities (except for governmental tourism levies)
    Nightly Resort Entertainment
    Non-Motorized Watersports
    Kids Activities
    In-Room Minibar (restocked daily with select soft drinks, alcoholic beverages, and snacks)
    The -Inclusive Experience also includes lively entertainment during the day and evenings in several common areas of the resort to entertain guests of all ages. Some activities include fitness and sports activities, games for children (at family-friendly locations) and live music, among others
  •  What are some services and offerings that are not included in the All-Inclusive Experience?
    The following are not included in the rate but can be arranged and purchased while you are at the resort (where available)
    Babysitting
    Diving & Fishing
    Gambling
    Golf & Pro Shop Charges
    International Cigarettes and Cigars
    Laundry/Dry Cleaning Services
    Motorized Watersports
    Private Medical Service
    Select Food and Beverage Items, such as: Bottles of Wine, Champagne or Liquor
    Spa Services
    Boat Tours
    Telephone Calls
    To-Go Box Lunches
    Tours & Activities
    Transportation
    Cabana Rental & Services
  •  WHAT YOU NEED TO KNOW BEFORE BOOKING
    Marriott Bonvoy® qualifying rates booked on royaltonresorts.com are eligible to earn Points for your stay and receive Membership tier benefits. Members can add their Membership number, in the free-form comments section, at the time of booking or at the front desk during check-in.
  •  Why do I need to include the exact number of guests, including children and their ages, when booking an all-inclusive experience?
    Pricing is based on the total number of guests occupying the room. To ensure you receive an accurate rate, it is important you enter the total number of adults and children during the booking process. Child pricing is based on the age of the child at the time of check-in, not at the time of booking.
    To ensure a seamless check-in experience, you may be contacted by the property concierge after your reservation is made to confirm the number of people on your reservation.
  •  How can i correct my reservation if i didn´t include the correct number of guests and/or children´s ages when making my booking?
    If you made your reservation via the Marriott Bonvoy Mobile App, on marriott.com or through one of the Marriott Global Reservations offices, you can easily update your booking by clicking the 'Modify or cancel reservation' button in the Marriott Bonvoy Mobile App or in the booking confirmation email you received at the time of booking.
    Or, if you made your reservation through planethollywoodhotels.com, please contact us: planethollywoodhotels.com/contact
  •  Why am i charged for additional people on my reservation?
    The charge for each person is mandatory, as it covers the inclusions when staying at Planet Hollywood Resorts.
    All-Inclusive stays are priced per person/per night.
    Utilizing Marriott Bonvoy Points to secure an Award.
    The cost for extra persons can be found in the Summary of Charges, during the booking process.
  •  What are the cancellation policies?
    Cancellation policies are presented at the time of booking and are included in your booking confirmation. If you fail to cancel by the designated time on your booking confirmation, fees may apply and will be charged to your form of payment. Please carefully review the applicable cancellation policies of your booking.

    For Marriott Bonvoy Award Redemption Stays:
    o The standard guarantee and cancellation policies of the All-Inclusive Resort also apply to Award Redemption Stay reservations including, without limitation: all minimum length-of-stay requirements, credit card guarantee requirements and charges for late cancellation, no-shows, and early checkout.
    o A Marriott Bonvoy points refund may be issued for a stay that is less than the number of days on the Redemption Award, but the Member must inform the All-Inclusive Resort's front desk in advance of the early check-out time in order for the Marriott Bonvoy Points refund to be returned to the Member's account.
    o If a Marriott Bonvoy Member fails to cancel a guaranteed 'Award Redemption Stay' reservation within the permitted cancellation period, the All-Inclusive Resort will charge the applicable cancellation fee to the credit card provided by the Member at the time the reservation was made. In addition, the Marriott Bonvoy Points that were redeemed will be redeposited into the Member's account.
  •  What happens if you do not arrive at the hotel for your scheduled reservation?
    If you do not cancel and do not arrive for your reservation, you will be charged in accordance with the 'No Show' penalty policy.
  •  If I request a high floor or a specific building, will my request be accommodated?
    Special requests are not guaranteed and are subject to availability upon arrival.
    In order to secure a specific room location, we invite you to use our Online Room Selection tool.
  •  What age is considered a child?
    At Planet Hollywood Resorts, there are three different tiers for children and pricing will vary according to their age:
    Guests aged 0 to 1 years old, at the time of check-in, are considered an infant and will enjoy their stay free of charge.
    Guests aged 2 to 12 years old, at the time of check-in, are considered a child and will have child pricing.
    Guests aged 13 to 17 years old, at the time of check-in, are considered a teenager and will have teen pricing.
    Please enter the correct number of children and the ages they will be at the time of check-in when making a reservation, to receive the correct pricing.
  •  Are the extra person charges the same for children, teens and adults?
    No, pricing is based on age at the time of check-in. To receive the correct pricing when making a reservation, please enter the correct number of children and the ages they will be at the time of check-in. If the total number of guests and/or their ages are different at check-in, the rate will be adjusted to reflect the correct count and ages of each occupant.
  •  I am traveling alone. Do you have rates for a single person?
    Yes, Planet Hollywood Resorts properties offer Single Occupancy Rates. Enter the total number of guests as ‘1’, at the start of the booking process, to see the single occupancy-based rate.
  •  Does the rate change if i have more than one person in the room? What happens if i book one adult but arrive with two adults and one child?
    Yes, each hotel will charge a supplemental fee based on the ages of the extra occupants. Please enter the correct number of guests and ages (if applicable), when making a reservation to view the rate based on total guests.
    To ensure a seamless check-in experience, you may be contacted by the property concierge after your reservation is made to confirm the number of people on your reservation
    Please Note the following information for Marriott Bonvoy Award Redemption Stays:
    At All-Inclusive by Marriott Bonvoy Resorts, the Points redeemed for an Award Redemption Stay cover the cost of the All-inclusive package, which includes, but is not limited to, the standard room (with existing bedding), room tax, service charge, resort fee, and standard food and beverage, for up to two people.
    Extra-person charges for the third, fourth, or more guests in the same room are at an additional price and are not included in the Award Redemption, as form of payment. These costs, as well as all other property charges, are the responsibility of the Marriott Bonvoy Member and are not included in the Award Redemption Stay.
    Marriott Bonvoy Members must inform any All-Inclusive by Marriott Bonvoy Resort of the correct number of guests for each reservation at such All-Inclusive Resort, including any extra persons beyond the first and second guest, and the correct ages of any children for each such reservation.
    The hotel reserves the right, at its discretion, to modify the room rate a guest must pay for a reservation to reflect the correct guest count, including children and their ages at the time of check-in for such reservation.
  •  MARRIOTT BONVOY PROGRAM
     Do I earn Marriott Bonvoy points if i book through planethollywoodhotels.com?

    Yes, you will earn Marriott Bonvoy Points for your qualifying room rate and other qualifying charges.

    Visit Marriott Bonvoy® All-Inclusive supplemental terms and conditions for additional information.
  •  If I call Marriott reservations, book on marriott.com, or on the Marriott Bonvoy Mobile app, is there a difference from when I book on planethollywoodhotels.com?

    Yes, some multi-room suites can only be booked at planethollywoodhotels.com due to technical requirements not yet supported directly through Marriott.com or the Marriott Bonvoy Mobile App.
    Also, when booking through planethollywoodhotels.com there are some room categories and destinations that allow a fourth or fifth occupant in the room if they are a child. The Marriott.com website and Marriott Bonvoy Mobile App cannot make the determination if the fourth occupant is a child or an adult, so a fourth occupant is not allowed at all.
    If you encounter either of these two booking conditions above, be assured that booking via the planethollywoodhotels.com website will ensure you get the correct price for the fourth occupant in your room and you can also book multi-room suites. Booking qualified rates on planethollywoodhotels.com are eligible for Marriott Bonvoy Member Benefits and Marriott Bonvoy Points; however, the booking will not appear in 'My Trips' on the Marriott Bonvoy Mobile App or on the Marriott.com website.
  •  Do I earn Marriott Bonvoy Elite Night Credit when booking through royaltonresorts.com?
    If the reservation was booked at a qualifying rate, then yes, you will receive Elite Night Credit providing you personally paid for and stayed in the room.
    Visit Marriott Bonvoy® All-Inclusive supplemental terms and conditionsfor additional information.
  •  Why does my reservation from planethollywoodhotels.com not appear in my Marriott Bonvoy Mobile app?

    Only reservations made via the Marriott Bonvoy Mobile App, on Marriott.com or through one of the Marriott Global Reservations offices will display in 'My Trips'.
  •  Can I apply a suite night awards to my reservation?
    No, Suite Night Awards are not available at All-Inclusive by Marriott Bonvoy®
  •  Am I able to use my Marriott Bonvoy Points to pay for a stay through planethollywoodhotels.com?
    No, if you would like to redeem Points for a stay, the reservation must be made via the Marriott Bonvoy Mobile App, on Marriott.com or through one of the Marriott Global Reservations offices.
  •  Can I take advantage of cash+points?
    No, the ability to use cash and Points towards a stay is not available at All-Inclusive by Marriott Bonvoy properties.
  •  Am I able to book higher room categories with my Marriott Bonvoy Points like swim-out suites, presidential suites, chairman suites, etc?
    No, Marriott Bonvoy Points may only be redeemed for standard room categories at All-Inclusive by Marriott Bonvoy properties. Higher room categories are not eligible for Points redemption.
  •  What status does a Marriott Bonvoy Member need to access the exclusive elite areas?
    Marriott Bonvoy Platinum Elite, Titanium Elite, and Ambassador Elite Members have access to exclusive beach and pool areas. To receive access to these areas, these Members will receive an exclusive bracelet. Note that this access doesn't include the Green room lounge.
  •  Will I receive an upgrade to the Star Class level if i am a Marriott Bonvoy Elite Member?
    No, Members need to purchase Star Class™ room categories to have access to the Star Class™. Note that Star Class™ categories are not available through redemption, only regular bookings.
  •  Can I earn and redeem Marriott Bonvoy Points when staying at Planet Hollywood properties?
    Yes, members will earn ten (10) base Marriott Bonvoy points for each U.S. dollar, or the currency equivalent, on qualifying charges that are incurred and paid for by the Member.
    Marriott Bonvoy Award Redemption Stays must be booked directly through Marriott direct channels. For redemption details please visit marriott.com/loyalty/terms/supplemental-terms/All-Inclusive.mi#redeeming
  •  Are Marriott Bonvoy Elite Member benefits included if you book directly on Planet Hollywood Resorts websites?
    Yes, Elite Member Benefits are included in stays that qualify, including reservations made via the Planet Hollywood Resorts Toll-free numbers and the Planet Hollywood Resorts website.
  •  Is late checkout guaranteed for Marriott Bonvoy Members?
    Late checkout is not guaranteed and is subject to availability. It can be requested on arrival and is subject to availability on the day you check out.
  •  As a Marriot Bonvoy Member, will I receive a complimentary room upgrade? When could it be guaranteed? What does "upgrade" mean?
    Complimentary Enhanced Room Upgrade is for Gold Elite Members and higher.
    This benefit is subject to availability on the day of arrival and is limited to the Member's personal guest room, at no additional charge.
    Enhanced rooms may include rooms with desirable views, rooms on high floors, corner rooms, or rooms with special amenities.
    Upgrades are subject to availability as identified by the property and cannot be guaranteed.
  •  Will I be able to use Marriott Bonvoy Points to cover room charges or incidental charges on my folio?
    No, redeeming Points towards the room folio charges is not available at Planet Hollywood Resorts.
  •  How do i add my Marriott Bonvoy Member number to a booking?
    If your reservation was made via the Marriott Bonvoy Mobile App, on Marriott.com or through one of the Marriott Global Reservations offices, you can locate your booking in 'My Trips' and add it to your profile.
    If your reservation was made through planethollywoodhotels.com you can add your Marriott Bonvoy number to receive Marriott Bonvoy Points either by logging into the planethollywoodhotels.com website and including your loyalty information in your profile or by asking the front desk team to add it in your reservation at the time of check-in.
    Please Note: Only bookings made on the Marriott Bonvoy Mobile App, the Marriott.com website or through one of the Marriott Global Reservations offices, will appear in your Marriott Bonvoy Account profile or in the Marriott Bonvoy App. Bookings made through other channels, such as planethollywoodhotels.com, will NOT appear in your Marriott Bonvoy Account profile or in the Marriott Bonvoy App.
  •  How long does it take for Marriott Bonvoy Points to post to my account?
    Please allow up to 10 days following the completion of your stay for any earned Marriott Bonvoy Points to post to your account. After 10 days, please fill out the Report a Missing Stay form, if needed.
  •  What´s included with an award redemption booking at an All-Inclusive by Marriott Bonvoy property?
    Award Redemption Stays at All-Inclusive hotels cover the cost of the All-Inclusive Package for up to two guests, which includes, but is not limited to:
    o Standard Room (with existing bedding)
    o Room Tax
    o Service Charge
    o Resort Fee
    o Standard food and beverage, for up to two people
    Extra-person charges for the third, fourth, or more guests in the room are an additional fee and are not included in the Award Redemption as form of payment. The price for extra persons can be found in the Summary of Charges during the booking process. The cost for extra guests is mandatory as it covers the inclusions when staying at an All-Inclusive by Marriott Bonvoy property.
    Extra-person charges, as well as all other property charges, are the responsibility of the Marriott Bonvoy Member and are not included in the Award Redemption Stay.
    Marriott Bonvoy Members must inform any All-Inclusive Resort of the correct number of guests for each reservation.
    Payment must be established for any non-redemption charges at the time of check-in.
  •  Since I can only use Marriott Bonvoy Points to pay for the base stay (room for two persons), can i use marriott gift cards to pay the extra-person charges?
    Yes, Marriott Gift Cards can be used for payment at participating All-Inclusive by Marriott Bonvoy properties. They may be purchased at gifts.marriott.com. Marriott Gift Cards may be available for Marriott Bonvoy point redemption at Shop with Points.
    o Click here to view available options
    While Marriott gift cards can be used for payment, a valid credit card will still need to be presented at check-in to establish credit.
  •  Do I earn Marriott Bonvoy Points when booking through a third party?
    No, stays booked through a third party are ineligible for earning Points.
    For more information, please visit: Marriott Bonvoy® supplemental terms and conditions for All-Inclusive.
  •  If I am traveling with a group, do I earn Marriott Bonvoy Points for my stay?
    Rooms booked at a group rate as part of an event, meeting, conference or organized tour are non-qualifying rates and ineligible to receive Marriott Bonvoy Points.
    If you are attending a convention or group meeting and are individually paying for your room, and your room was booked at a qualifying rate, you will be eligible to receive Points and Elite Night Credits for the stay, as long as your Bonvoy® number was given at check-in
    For Marriott Bonvoy® Events, see Marriott Bonvoy Events terms and conditions.
  •  ALL-INCLUSIVE ADDITIONAL QUESTIONS
     Do All-Inclusive by Marriott Bonvoy Resorts participate in Best Rate Guarantee? 

    All-Inclusive by Marriott Bonvoy Resorts do not currently participate.
  •  Are guests able to add-premium level drinks at Planet Hollywood Resorts upon check-in?
    The brands and types of drinks vary by property. Guests who book selected room types, such as Star Class™ room categories, will receive featured brand options by property.
    Different options of premium drinks and food that are not part of the All-Inclusive Experience, can be purchased on-property during your stay.
  •  Can I arrange tours and local experiences during my stay at a Planet Hollywood Resort?
    Yes, during your stay you will be able to book a wide range of tours and excursions through Planet Hollywood Excursions. They will not be included in the cost of your room. Based on the location and activity, you may be able to charge the cost of these activities and tours directly to your room bill.
  •  How old do i need to be to check into a Planet Hollywood Resort?
    Guests need to be 18 years old to check into a room.
  •  Do All-Inclusive by Marriott Bonvoy Resorts accept marriott egift cards?
    Yes, Marriott eGift cards are accepted at All-Inclusive by Marriott Bonvoy.
  •  What´s the dress code for the restaurants at Planet Hollywood Resorts?
    The buffet, café, snack bars and beach grills require resort casual attire. Casual clothing includes: shorts, tank tops, sleeveless T-shirts, etc.
    o Not Permitted: Bathing suits, wet clothes, or cut-off shirts/shorts.
    À la carte restaurants require evening casual attire: Women — Dresses, skirts, long pants, shoes, Capri pants, elegant sandals / Men— Long pants, collared shirts, casual shoes, formal Bermuda, dress sandals
    o Not Permitted: Baseball caps, tank tops, flip-flops, sports/camouflage shorts or sleeveless T-shirts.
  •  What can i expect in terms of entertainment and atmosphere at a Planet Hollywood Resort?
    The All-Inclusive Experience includes lively entertainment during the day and evenings in several common areas of the resort to entertain guests of all ages. Some activities include fitness and sports activities, games for children (at family-friendly resorts) and live music, among others.
  •  What is the cost of a Cabana, and can i book it prior to arrival at a Planet Hollywood Resort?
    The cost for cabana rental and services varies per resort and per destination. To know more about prices and how to make your reservation before your arrival, please contact the property information desk.
  •  Do you provide transportation to and from the airport to/from Planet Hollywood Resorts?
    Our friends from Nexus Tours can provide you with the transportation service from any of our Planet Hollywood destinations. Please contact them through: nexustours.com/services/
  •  Do you cater to gluten-free, vegan, or vegetarian guests at Planet Hollywood Resorts?
    Meal offering varies per property and destination, but most restaurants at Planet Hollywood Resorts offer vegan or vegetarian options.
  •  Do you do anything special for anniversaries or special celebrations at Planet Hollywood Resorts?
    Yes, our destination teams will be happy to assist you in organizing details for any special occasion. Please include a note or special request during the booking process.
    For those guests booking a Star Class™ room category, the butler service includes assistance in the organization of special occasions.
  •  How do i upgrade to the Star Class at Planet Hollywood Resorts and what does it include?
    You can upgrade to the Star Class™ category by purchasing a Star Class™ room when booking your stay or purchase the upgrade at the time of check-in (based on availability).
    The Star Class™ category includes additional benefits, such as:
    Butler service
    Preferred room locations 
    Private pool for Star Class™ guests
    Nightly turndown service
    Preferential reservations in à la carte restaurants 
    Exclusive beach area with dedicated bar and waiter service 
    Distinctive wrist bracelet  
    Personalized check-in and checkout at the lounge
    Star Class™ Lounge private access 
    Selected premium drinks menu available in lounge (some restrictions apply)
    Exclusive discounts on spa treatments and services (some restrictions apply)