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Reviewed May 21, 2019

where to even begin with this place.
I paid to upgrade to the VIP star member, that's a joke. It includes a PA, someone who help you during your trip and keep you updated, that NEVER happened.
Included stocked mini bar, mini bar is few sodas and couple beers. you are to get bottle of wine or alcohol of your choice if you wait 2 days for it. They don't ask in advance so it can already be in your room. As well as the inclusive snacks.
JOKES ON ME #1

JOKE #2 inclusive meaning all you can eat and drink, however that is IF you can get a drink at the bar because they are so understaffed it is crazy. we went to 3 bars before we could even get one drink. this happened on a daily BASIS!

JOKE#3 you get a special band to be recognized as star GUEST, they don't even look at those. so the special areas you don't know about you wont see.

JOKE#4- website is deceiving for excursions, they are not thru PH so you CANNOT use the coupons they give you. The excursions thru the hotel are super expensive so if you find cheaper offsite

JOKE#5 There is a what they call a "CLUB'" for there, it is the ONLY club in the whole resort for thousands of guests. Forget ever getting drink there when it is busy because they once again are understaffed.

JOKE#6 7 restaurant's to choose from, that's great option. and food is actually good WHEN they are open . They randomly close them to force you to go to others. With a booked hotel not good idea to close ANY restaurants.

THIS IS THE ONLY POSITIVE OF THIS PLACE:
GERALD PLATERO
This man was the karaoke guy for the ONLY night fun in the hotel and he was amazing. we went there every night. he sure drew the crowd in and he was very interacting with customers and accommodating, and fun! If it wasn't for him being there this place would have been even more boring. I noticed he worked many areas in the resort and when saw us he always knew our names and where we were from. HELL he would even go get us drinks because he knew we were not getting the service.
THIS MAN KNOWS CUSTOMER SERVICE LIKE NO OTHER. GIVE HIM A RAISE BECAUSE WHEN HE WASNT THERE NOONE WAS IN THAT BAR . I AM A MANAGER OVER 2K PEOPLE AND WOULD TAKE HIM ANYDAY. HE KNOWS THE TRUE DEFINITION OF CUSTOMER SERVICE!!!!
OVERALL THIS PLACR SUCKS, I WILL BE SENDING THIS REVIEW TO THEIR GM AND MY TRAVEL AGENT.
NOT SURE HOW THEY GOT 5 STARS BECAUSE I TALKED TO PEOPLE FROM ALL OVER COMPLAINING

Room tip: don't go there at all, go to Bahamas at the atlantis much better and worth the money
Date of stay: May 2019
  • Trip type: Traveled with family
    • Location
    • Rooms
    • Service
8  Thank lewisvilletexas
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CommunityManagerPHCR, Gerente at Planet Hollywood Beach Resort Costa Rica, responded to this reviewResponded 4 weeks ago

Dear lewisvilletexas,

We are sorry about the impressions that you may receive about the service. Please note that your comment has been sent to the department in charge to prevent future matters. Our main goal is to deliver a wonderful vacation experience to all our guests, and we deeply regret we missed our mark with you.

We hope to have the opportunity to welcome you back at our Beautiful property, and assure you that you will enjoy even superior services and facilities on your next visit.


Pura Vida!,

Jonathan Iriarte 
General Manager 
Planet Hollywood Beach Resort Costa Rica

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 21, 2019

Rooms:

Well designed, clean and spacious. We had a star class room in building 11 – perfect view and great for access to the main building and restaurants for morning breakfast and evening dinners (lunch is only served down by the pool/beach area). Our building was far enough away from the day time activities that you could take a little rest mid-day without issue. The evening shows are quite loud and at the main building which you can hear in building 11, however they always wrapped up before 11pm.
One big con, these rooms are not sound proof, even in the slightest. For a modern facility, I expected far more. We could hear every conversation and interaction our neighbours had, which would have been ok except for the early morning return from the bars that resulted in some noisy intimate time. Just a fair warning, if you fancy some private moments with your partner – your neighbours WILL hear you.

Food

Lots of variety for most dinners and they did ask at each restaurant whether or not you had allergies which is a bonus. I read in previous reviews from other plant based and/or vegan guests that the veggie burger at Guy’s was great; we had a different experience – we found it to be very disappointing and never went back to that particular restaurant.
For any fellow vega/ plant based vacationers, I would highly recommend you ask for a meeting with the chef. Although the website indicates they have plenty of vegan/ vegetarian options – the overall general offerings were slim and not very appetizing. After our first day there, we were starting to get concerned but then we asked our amazing Star Class Personal Agent Henry about our dietary restrictions and he setup a meeting with Chef Carlos Yam.
Chef Yam, this man is so talented and is a highlight at this resort! He would arrange for our three meals each day in whatever dining facility we wanted, each time we were served a 3 or 4 course meal (including breakfast) that was entirely plant based and delicious! (This is a resort, so oil and salt are in abundance and indulgence tends to be the focus – don’t expect very healthy options). I’ve included some photos (potato quality) to give an idea of the variety and creativity he provided – he would also take any suggestions for things you wanted. On the days he was not around (which was not often) he would ensure that another Chef was taking care of us. We felt like celebrities, being personally served by the Chef and restaurant manager at each meal. The restaurant managers were also amazing; everyone was willing to go above and beyond to ensure we had a wonderful dining experience; I never left the table feeling hungry.
If you are dining in the So Cal Buffet for dinner, try to sit in Ronald’s area – he was such a treat and we always enjoyed his company.

Star Class

I read the mixed reviews about star class before going and any of the negative aspects mentioned in other reviews, we did not experience. Perhaps they read these reviews and made some corrective changes or it could be the personal agent you have. We were lucky enough to have Henry, he was a delight – always checking in with us, always smiling and if it wasn’t for his assistance in working with the Chef, I think we would have starved. Even on days where we were leaving the resort at 5:30am to go out exploring, he would make sure we had ample delicious food delivered to our room before we left. He had our mini bar stocked the way we wanted it and even brought us our own selection of liquor for the week (you get one premium bottle.)
You get access to the star class pool, which we really enjoyed. We are not big party people and we don’t really like crowds so the nice quiet and relaxing star class pool was perfect for us – great view and relaxing enough to enjoy your drink, the sun and each other’s company.

People:

The people in Costa Rica are fantastic, there was never anyone that wasn’t smiling or genuinely interested in talking to you or making sure you were having a good time. They all work so hard to ensure everything runs smoothly that they really deserve far more credit.

PH Management – Some suggestions for improvement:

Uniforms - you really need to change your staff uniforms, having them wear heavy dark clothing all day long is ridiculous in that climate. Everyone staying at your resort is on vacation, not one person will care if your staff is wearing some lighter clothing (in both material and colour). You also need to let your drivers wear sunglasses!
Excursion rules – we had booked tours through Blue Sky Private Tours (excellent fyi) – before we even left for Costa Rica. I selected Carlos from Blue Sky as he was a local and offered us customized private excursions. (See a review on his tripadvisor page if you are interested). On our last day with Carlos, your front gate and staff would not allow him to enter the property to drop us off. They claimed he was suddenly not on the ‘approved’ tour list so we had to exit at the gate and walk down to the resort; the walk is not what irritated me but the fact that you would not allow our guide back onto the property when he had already been there multiple times that week. As paying customers we are free to select our own guides, and the treatment we had upon return with Carlos on the last day was not acceptable. It was a long day out exploring what your beautiful Country has to offer and coming back to that sort of attitude was not what we expected. I understand you offer your own tours and excursions, but I like to vet my guides before hand and I want to go exploring with someone that knows the country and can show us the hidden gems, not everyone wants to sit on a tour bus with twenty other tourists and look at the popular tourist attractions. You can’t claim it was for our security as you had allowed him entry multiple times before that one.

Date of stay: April 2019
  • Trip type: Traveled as a couple
    • Value
    • Rooms
    • Service
2  Thank 983tarae
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CommunityManagerPHCR, Gerente at Planet Hollywood Beach Resort Costa Rica, responded to this reviewResponded 5 weeks ago

Dear 983tarae,

It is a pleasure to express our gratitude for your kind preference of visiting our property Planet Hollywood Beach Resort Costa Rica and for the valuable time that you took to let us know your experiences concerning your stay. We sincerely appreciate your comments that give us the opportunity to adjust and improve our services as well as the hotel facilities.

Thank you for sharing on TripAdvisor such a kind feedback about your stay, and for taking the time to recognize the hard work of our Team. We are sure everyone you that the Staff you have mentioned will be happy to know they enhanced your experience.

Pura Vida!,

Jonathan Iriarte 
General Manager 
Planet Hollywood Beach Resort Costa Rica

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 20, 2019 via mobile

We spent our last 4 days in Costa Rica here and it is a great place. Prices are very reasonable but everything is included. All meals, all drinks, snacks and coffee are included which is great. Even for ROOM service there is no charge - how awesome is that?
Position is great and everything is here. Tours are plentiful and the staff are super friendly.

Date of stay: May 2019
Trip type: Traveled as a couple
Thank KevinCBne
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CommunityManagerPHCR, Gerente at Planet Hollywood Beach Resort Costa Rica, responded to this reviewResponded May 21, 2019

Dear KevinCBne,

We are always very grateful for our guest’s feedback and are particularly pleased that you were able to experience just what we aim to so deeply: to deliver great and impressive service to all of our guests.

We are sincerely looking forward to the pleasure of welcoming you again at Planet Hollywood Beach Resort Costa Rica for another star class holiday.

Pura Vida!,

Jonathan Iriarte 
General Manager 
Planet Hollywood Beach Resort Costa Rica

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 19, 2019

I am currently still at the hotel staying from the 13th May to the 27th.
This could be our best holiday yet. The hotel is beautiful and the food is excellent. Especially Gusto the Italian.
The interactive TV is great for ordering room service and the food is super nice when it comes
We are staying in the Director's Suite room 14206 and it is fabulous.
We have been made to feel very special. Everyday we are checked on to see if we need anything or to make a reservation for dinner.
All the staff make this place special. Just a few names to mention tho. Wilfred went out of his way to sort out a fish burger when I didn't want any meat from Guy's Burger bar.
Lorenzo is the sweetest guy when serving your food and drinks and Raquel your beach hike was great way to spend the morning.
We love this hotel so much...❤️ (tracey.lawrence.3517 to see more pictures on Instagram)

Date of stay: May 2019
Trip type: Traveled as a couple
1  Thank traceyl236
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CommunityManagerPHCR, Gerente at Planet Hollywood Beach Resort Costa Rica, responded to this reviewResponded May 19, 2019

Dear traceyl236,

We heartily appreciate your taking the time to write such a kind review on our resort.

We love when our staff goes all their way in order to please every single need of our guests; we pride ourselves for this accomplishment.

Keep enjoyin and tag us on Instagram will be our pleasure share your experience.

Pura Vida!,

Jonathan Iriarte 
General Manager 
Planet Hollywood Beach Resort Costa Rica

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 19, 2019 via mobile

In this hotel where a somehow literal ‘Hollywood glamor’ is central, it was for me a breath of fresh air to have a couple of grounded moments a day, during my yoga sessions with Carlota! She is a very genuine yoga instructor that takes yoga’s truthful values and combines it with the real ‘pura vida’ charm. Her love for yoga, flows to every one that shares a practice with her!
Namasté Dear Carlota!

Further i wanted to thank Eric for his animated fitness lessons and to Jason for taking us on a lovely kayak trip. The location of the hotel is beautiful!

And last but not least, thank you to Andrea, Laura and Aileen from the kids club. Our daughter had a lovely time playing there where she was treated like a ‘real princess’!! :-)

Date of stay: May 2019
Trip type: Traveled with family
Thank E9966JGanan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CommunityManagerPHCR, Gerente at Planet Hollywood Beach Resort Costa Rica, responded to this reviewResponded May 19, 2019

Dear E9966JGanan,

Warm greetings from Planet Hollywood Beach Resort Costa Rica.

We would like to thank you for taking the time to write this review with detailed highlights about your stay. We are delighted to read that you spent a most wonderful holiday.

We love to know that you had a fabulous time, and that we could exceed your expectations, especially with our service.

Pura Vida!,

Jonathan Iriarte 
General Manager 
Planet Hollywood Beach Resort Costa Rica

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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