Holidaymakers at Planet Hollywood in Cancun, Mexico, have received a letter from TUI warning that four guests staying at the property were diagnosed with Legionnaires’ disease.
TUI is contacting all customers due to depart up until mid-August to inform them of the situation.
While the operator insists the hotel was not the source of the illness, it is allowing concerned customers to contact them direct to discuss their booking.
In the letter sent to customers, TUI said: “We are contacting you about your holiday to Planet Hollywood Adult Scene Cancun, an Autograph Collection in Costa Mujeres, Mexico.
“We have been advised of a potential risk in Legionella bacteria affecting four guests who have recently stayed at the hotel. The hotel you are staying in is not the source of the illness.
“The hotel management has processes in place to help manage the risk of Legionella bacteria, including the support from a specialist consultancy company. A pre-planned and routine task assessment was conducted at the beginning of July 2025 – we can confirm, all water samples analysed, showed no Legionella bacteria present. Customer safety is of the utmost importance to us and we want to be completely transparent about this issue.
“As a precaution, the hotel management are undertaking additional disinfection of their hotel water systems. TUI and the hotel management team are arranging for a further visit by our appointed specialist consultants company.
“The hotel will remain open, and you can continue your holiday as planned.”
Legionnaires’ disease is contracted by inhaling water droplets containing Legionella bacteria, often from sources such as air conditioning units or hot tubs. It is not transmitted from person to person.
Most people who contract Legionnaires’ disease do not get sick, but it can affect elderly people and those with existing medical conditions. Common symptoms include a cough, shortness of breath, a temperature, headaches and muscle aches.
One holidaymaker who posted in the Planet Hollywood Cancun – Guest Page on Facebook said they were hospitalised for five days after staying at the hotel from 29 June to 3 July.
They wrote: “This is not a fun thing to deal with. I’m still recovering.” They didn’t say if they were a TUI customer.
