Frequently Asked Questions - Planet Hollywood (2024)

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 youenter 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,notat 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.

The following arenotincluded 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

• 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 childrenduring the booking process. Child pricing is based on the age of the child at the time of check-in,notat 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.

• If you made your reservationvia the Marriott Bonvoy Mobile App, onmarriott.comor through one of theMarriott 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

• 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.

• 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:

• 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.

• 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.

• If aMarriott BonvoyMember 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.

• If you do not cancel and do not arrive for your reservation, you will be charged in accordance with the 'No Show' penalty policy.

• 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 ourOnline Room Selection tool.

• At Planet Hollywood Resorts, there are three different tiers for children and pricing will vary according to their age:

1. Guests aged 0 to 2 years old, at the time of check-in, are considered an infant and will enjoy their stay free of charge.
2. Guests aged 2 to 12 years old, at the time of check-in, are considered a child and will have child pricing.
3. Guests aged 12 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.

• 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.

• 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.

• 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 Notethefollowing 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.

• Yes, you will earn Marriott Bonvoy Points for your qualifying room rate and other qualifying charges.
• VisitMarriott Bonvoy® All-Inclusive supplemental terms and conditionsfor additional information.

• Yes, some multi-room suites can only be booked atplanethollywoodhotels.comdue to technical requirements not yet supported directly through Marriott.com or the Marriott Bonvoy Mobile App.

• Also, when booking throughplanethollywoodhotels.comthere 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 theplanethollywoodhotels.comwebsite 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 onplanethollywoodhotels.comare 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.

• 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.

• VisitMarriott Bonvoy® All-Inclusive supplemental terms and conditionsfor additional information.

• Only reservations made via the Marriott Bonvoy Mobile App, onMarriott.comor through one of theMarriott Global Reservations officeswill display in 'My Trips'.

• No, Suite Night Awards are not available at All-Inclusive by Marriott Bonvoy®

• No, if you would like to redeem Points for a stay, the reservation must be made via the Marriott Bonvoy Mobile App, onMarriott.comor through one of theMarriott Global Reservations offices.

• No, the ability to use cash and Points towards a stay is not available at All-Inclusive by Marriott Bonvoy properties.

• 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.

• 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)

• 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.

• 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 visitmarriott.com/loyalty/terms/supplemental-terms/All-Inclusive.mi#redeeming

• 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.

• 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.

• 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.

• No, redeeming Points towards the room folio charges is not available at Planet Hollywood Resorts.

• If your reservation was made via the Marriott Bonvoy Mobile App, onMarriott.comorthrough one of theMarriott Global Reservations offices, you can locate your booking in 'My Trips' and add it to your profile.

• If your reservation was made throughplanethollywoodhotels.comyou can add your Marriott Bonvoy number to receive Marriott Bonvoy Points either by logging into theplanethollywoodhotels.comwebsite 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, theMarriott.comwebsite orthrough one of theMarriott Global Reservations offices, will appear in your Marriott Bonvoy Account profile or in the Marriott Bonvoy App. Bookings made through other channels, such asplanethollywoodhotels.com, will NOT appear in your Marriott Bonvoy Account profile or in the Marriott Bonvoy App.

• 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:
  • Standard Room (with existing bedding)
  • Room Tax
  • Service Charge
  • Resort Fee
  • 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.

• 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 atShop with Points.
  • 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.

• 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.

• 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, seeMarriott Bonvoy Events terms and conditions.

• All-Inclusive by Marriott BonvoyResorts do not currently participate.

• 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.

• Yes, during your stay you will be able to book a wide range of tours and excursions throughPlanet Hollywood Excursions. They willnotbe 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.

• Guests need to be 18 years old to check into a room.

• Yes, Marriott eGift cards are accepted atAll-Inclusive by Marriott Bonvoy.

• The buffet, café, snack bars and beach grills require resort casual attire. Casual clothing includes: shorts, tank tops, sleeveless T-shirts, etc.
  • Not Permitted:Bathing suits, wet clothes, or cut-off shirts/shorts.

• Àla 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
  • Not Permitted:Baseball caps, tank tops, flip-flops, sports/camouflage shorts or sleeveless T-shirts.

• 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.

• 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, pleasecontactthe property information desk.

• 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/

• Meal offering varies per property and destination, but most restaurants at Planet Hollywood Resorts offer vegan or vegetarian options.

• 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.

• 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)