Planet Hollywood Costa Rica by Royalton, An Autograph Collection All-Inclusive Resort — Hotel in Nacascolo

It’s a shame to have to leave a review like this but I want other customers to be aware. We spent $10000 on our wedding here which to be fair was beautiful, the food was amazing at the restaurants, buffet, and the wedding. Our wedding planners Valeria, Adrian, Joanna were great although at the ceremony they came unprepared and I (groom) was forced to make a bunch of last minute calls on things such as corsages and boutineers. No one directed any of the guests to seating arrangements so I had to rearrange people a bit before the ceremony as well. It all went off well but my wife commented that many of the flowers were on the wrong people, had they brought the papers that had the information they would have known where they went and not had to ask me 5 minutes before the bride walked down the isle.

THE MAJOR PROBLEM which is why I am leaving this review is that the hotel staff is full of thieves, the hotel staff does not seem to care. We spent hundreds of dollars on welcome bags for our wedding guest which included personalized gifts, souvenirs, snacks, medicine for hangovers, as well as handwritten personalized thank you cards to each of our guests only to discover that almost all of them were stolen by housekeeping. The hotel manager Danny who was our concierge assured us he was going to check the security cameras and find out who and what happened. I have NEVER received any update from him since (even though he was supposed to be our star class concierge who we could contact for anything) I spoke to Danny and about 4 other members of the staff including at checkout who all assured us they would contact us and no reply from anyone. As a result many of our guests were rightfully concerned about thefts from housekeeping which was further confirmed on our wedding day when someone went through my sisters bags and stole our wedding present out of her luggage. Again no one will actually respond or do anything, they just claim they will check cameras and contact security with no actual follow up. When I confronted the staff about the stolen wedding present I was told that maybe hotel guests had stolen the welcome presents and wedding gift for us, I called BS, then she immediately started telling us about how she had delivered welcome gifts to a previous wedding party which had also been stolen and she was forced to pay out of pocket to replace. As if it’s my problem they they employ thieves and don’t want to fire them. Her next defense of the staff was to say that they are poor and that the money they stole would buy them groceries for a couple weeks!!!! Again not my problem I spent a combined $12,000 on a 3 day stay, it’s your job to pay not mine.

Another issue was that housekeeping would knock on the door and wait about 1.5s before entering, they entered the room twice on me while I was in the restroom and shower as well as my new wife while she was coming from the shower to the door so we ended up having to latch our door closed to have privacy.

Guys restaurant sucked which was an huge disappointment as a chef and big fan of Guy Fieri. The service at the pool bars was poor. There were numerous times where they had apparently closed one side of the pool bar yet told no one and they would just ignore anyone trying to order drinks from the now suddenly closed half of the bar. If you just put a sign up or came up and told the people at the bar we could get up and go to the other side but even that seemed too much for the staff. I also found it a tad annoying that as a guy I would be waiting patiently at the bar for 5 minutes and the moment a young lady approaches the bar the bartenders would serve them so guys send your girl to get drinks. Good luck on the shuttles they are always either not operating or full, the entire wedding party excluding the bride ended up walking the property to the beach as we couldn’t get a shuttle to come for us. Although Danny did message us 5 minutes before the ceremony was scheduled to start waiting for us we were already at the ceremony location since we own watches unlike...

For those planning on staying in Papagayo and Guanacaste - The Review I Wish I Read Before I Booked Planet Hollywood

So I have read countless reviews of the extremely terrible experiences everyone has had here, I am writing this review on my last day here. overall, I would give this resort a 2/5 and here is why:

It is not a 5 star hotel, 4 star at most. If you are used to a premium 5 star experience such as the Hyatts or Secrets, this is definitely WAY below their standards. How? When you enter, the atmosphere is decent, you are greeted with a good customer service but a terrible drink. We got upgraded to star class because our room was delayed for two hours due to plumbing repairs, not a big deal. The first major issue with this resort as you have read in the other reviews:

Transportation: I think there is only 2 shuttles driving everyone up and down the hill. During the day, you have people checking in and some checking out, the driver fills the vehicle with their luggage and if there is space on the vehicle for you, you will have to wait until he drives the guests to their building which there is over 7-8 of and since there are NO elevators in any of the buildings, he takes all of their luggage upstairs for them. Aside from that, throughout each day you are staying here you will have to wait on average 5-10 minutes for the vehicle to arrive to pick you up. No communication is available to call for any shuttles.

Rooms: we stayed in building 27, so let me give you the biggest reason why you shouldn’t stay here as it will bother most ladies as it did mine, LIZARDS. Small to medium size lizards infestation, and when I say this, I am not being dramatic. In your room, you WILL have 1-4 on the walls appearing after sunset EVERYDAY. On the building walls, balcony, almost everywhere you will see these lizards. Although they are harmless, it is a major bother and it is gross. They don’t manage this infestation unfortunately. It is out of control.

The room we stayed in was spacious but not the cleanest, medium quality finishes. You can not open the balcony doors at night, a lot of bugs and lizards will IMMEDIATELY come in.

Restaurants: if you care about what you eat and you enjoy fine dining or even average quality dining, ALL and I mean all of the restaurants here are dramatically terrible. You will read this in almost all of the other reviews, it is true. Not a single great meal was served, not for lunch, breakfast, or dinner. For me this trumps over the lizards in terms of why you shouldn’t stay at this resort.

Activities are all lame and boring, very weak performances. I won’t even bother writing more about it.

Beach: look, a lot of people are complaining about the beach and I get it. However, I don’t mind the black sand. Is it the greatest? No, but it works. My wife and I walked along the beach for about an hour and came back, decent experience. We spent two days on the beach, we brought towels from the hotel and laid it on the sand as you are not allowed to bring the beds past a certain point because the beaches are public property.

Service: my wife was not happy in some cases with the attitude of the employees, I was ok with most. Again, if you have been to a Hyatt or secrets or anything in that class range, you won’t like the service here. You will have to live with it and be okay with it. It’s not the worst.

Property: very poorly taken care of, as you have read in other reviews, the beach and pool beds are disgusting. I am truly in awe as to why they don’t clean them. The workers clean up the towels and food on top of the beds, but they don’t wipe them down. My conclusion is that the management is terrible and the employees don’t give a crap because they know that they can continue like this forever.

In conclusion, should you stay here? Will it be ok even though there are a lot of bad reviews? Decide for yourself after reading my review, in my opinion, it’s a HELL NO! Really don’t believe in the 5 star reviews, I swear they are fake or they literally have no standards...

First let’s start with this hotel being an ALL-inclusive, it is not! There are some things you must pay for! An example: if you want a croissant with egg and cheese, you must be a star guest (which you have to pay extra for) but a regular guest can order a plain croissant, a side of egg, and cheese (does not make sense). When we arrived to the hotel, we were a group of 12, which one of the person in the group had called the hotel to notify the hotel so we could be in the same building. The hotel totally dismissed that piece of information and when doing the check in Wednesday night I notified Christian that we were all in the same group to please place us in the same building he agreed and went to check in the next person and put him in a different building. I asked him again and he said it would take a long time to move it and that he had to call a supervisor to look, he called someone that was not a supervisor (man in a white button down checking in all star guest), for him to tell us that the building was full but the couples to follow the check in got our same building! Thursday we were woken up to construction at 6:30 am. We left to explore Costa Rica and when we got back at 6:30pm we went to the steak house to try to reserve a table since we were 12 people they said we could not reserve and that we could join the wait list but if they called our name before 8:30pm (when we had planned to go to dinner) we would lose our table! My sister said no and that we would come back at 8:3 and if we had to wait that was fine. The hostess kept trying to get us to join the waitlist since their only table of 12 people was not guaranteed to be available for the rest of the night, my sister said we would figure it out and that we were ok with waiting since we knew that the hotel was not busy and there weren’t any large groups, we knew that table would be available. The hostess was very rude and kept talking to us as if were stupid, so at the moment my sister walked out a gentleman named Christian (older gentleman) came out and told my sister if she bought 2 bottles of wine, he would reserve the table! Considering I have worked in hospitality I knew that what he did was wrong and just trying to make a sale. When I called Johanna (supervisor) and made her aware of this situation, she apologized and said he should have never done that! When we went back at 8:30pm the table was available!! Friday the mowed the lawn at 8am! Saturday all 12 of us met at 8:15pm to eat at the Italian restaurant and we put our name on the list and we were given a buzzer and we were told my the hostess that our table will become available within the next 45 mins! 50 mins went by and nothing! I decided to go to the restaurant to our tables just sitting there, with no silverware, cups, nothing. I called the hostess over (now 9:15pm) to show her how our table was just sitting there and when we arrived is when they decided to prep the table! They were never going to call us as it seems that most employees at their hotel hate to work and love to leave promptly on time! Servers lack knowledge in all restaurants, they get all orders wrong! They don’t have enough glasses (we were told at the Italian restaurant). Overall this hotel does not meet expectations! They lack communication within its employees! We would get constant knocks asking if we needed towels, after cleaning crew was there and we had plenty of towels! There is a cubby for room service to place your order but instead they knock to be let in to the rooms, constant calling as well! My husband and I were in the room for about an hour, since we were enjoying the amenities all day, and we had employees knocking (and if we ignored, it wouldn’t stop as if they knew we were in the room), and a phone call to see if we needed anything! We also had our shuttle scheduled to come pick us up on Sunday at 5:30am, they left our shuttle service outside the gate for an hour, we left at 6:10am. Those that were exceptional Bryan (DJ), Jeffrey (bartender at OT), Edwin (trainee bartender), Johanna...