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“Poor service and bad customer service” 2 of 5 stars
Review of The Fairmont Acapulco Princess

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The Fairmont Acapulco Princess
4.0 of 5 Hotel   |   Playa Revolcadero s/n | Col Granjas del Marques, Acapulco 39890 , Mexico   |  
Hotel amenities
Ranked #16 of 177 Hotels in Acapulco
Cuernavaca, Mexico
Senior Contributor
46 reviews 46 reviews
13 hotel reviews
Reviews in 14 cities Reviews in 14 cities
37 helpful votes 37 helpful votes
“Poor service and bad customer service”
2 of 5 stars Reviewed August 9, 2013

I have just checked inn at the Fairmont Acapulco, with my family. Having been here many times in my life I'm so happy to be back. The check in was terrible the lady at the front desk whispered and made me ask her many times to tell me again the information for none of us could hear her. The check in was not what you expect of a Fairmont resort.
Then I had to wait for the valet parking guy, he told me to wait, while he had things to do. Had to look for the bellman and then for my bags. There is so many employees at the lobby and somehow no one is helping the guest that arrive.
Finally made it to our suite. I specifically booked a sea front room, the price was twice changed and I did my booking on the phone. I called front desk to ask why my view is to the rooftop of the laundry room, I attached picture, they tell me I didn't book a sea view, and that they can't do anything. I can go and wait in the front room and see what they can arrange. I ask where I can complain, and costumer service, says I can go with the concierge and talked it out. For there is nothing they can do. It makes me feel so special, and I want to change hotels, but my weekend could be lost and I will receive no quality service, I attach a picture of my lovely suite view.

Room Tip: Make sure it says in your confirmation email, you have a sea view, and everything you want, if not y...
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  • Stayed August 2013, traveled with family
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 2 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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651 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (59)
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English first
NYC
Contributor
12 reviews 12 reviews
9 hotel reviews
Reviews in 7 cities Reviews in 7 cities
17 helpful votes 17 helpful votes
5 of 5 stars Reviewed July 30, 2013

Yes the stories are True,,,Check-in and Out can be HELL,,,We saw huge lines in both Directions, Hours to get in and out...We were Lucky and checked-in at 8.30pm and Checked-out the night before leaving...

Food was amazing for a Hotel, in room breakfast was a steal for 170mxn. Lobster was super good and could not have been out of the water more then a few days..

The Breakfast Buffet was a "War Zone" !!!!!! Forget It if your in the relax zone, otherwise you"ll Think your in a traffic Jam...

Beach was Lots of Fun and a real people Watcher place...Great waves for buggy boarding..

The Spa? Although there is a very Obnoxious guy that greets you between the locker room and waiting area for your massage, the women we had Maria Carmen and Luz,,, it was ONE OF THE BEST EVER!!!! Seriously!

The Suite in the new building on the corner was just PERFECT,,,

Room Tip: Pick the new Tower..
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  • Stayed July 2013, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Mexico City
Senior Contributor
41 reviews 41 reviews
16 hotel reviews
Reviews in 15 cities Reviews in 15 cities
13 helpful votes 13 helpful votes
5 of 5 stars Reviewed July 20, 2013

We recently spent four nights at the Fairmont Acapulco Princess. Once again we were treated to a wonderful corner suite with a wrap-around balcony and an amazing view of one of Acapulco's Bays. The hotel is old, yes, but you wouldn't know it from the renovations that are being done. Our room was quite lovely and we had absolutely no complaints. Elevators are extremely fast in the main tower despite so many rooms. The hotel does suffer from the problem of beach cabanas that do not belong to the hotel and do obscure the view of the ocean, but from what I understand you cannot deny people access to the beach - this is public land. And you can walk a bit further down to the Pierre Marques and have a lovely view of the beach there (and an excellent meal). All in all this was a great trip. And safe! You can see the pictures below.

Room Tip: Ask for a corner room with an ocean view. Not sure if they cost a lot more but well worth the extra...
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  • Stayed July 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Monterrey, Mexico
Senior Reviewer
8 reviews 8 reviews
8 hotel reviews
Reviews in 6 cities Reviews in 6 cities
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed July 17, 2013

Great and big resort under renovation several pools, state of the art Gym and Spa.

3 Room towers with diferent prices, but luxurios Property in general

Meals in Good prices

kids friendly with activities and great facilities

  • Stayed June 2013
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Mexico City, Mexico
Top Contributor
84 reviews 84 reviews
30 hotel reviews
Reviews in 39 cities Reviews in 39 cities
70 helpful votes 70 helpful votes
3 of 5 stars Reviewed July 16, 2013

We stayed here just for one day and we enjoy it. Prices of rooms were too high, but it was high season. The hotel seems to be from the 1970's or so, but they really worked hard to make it somehow modern. Personnel is really kind and helpfull, but in high season there are a lot of queues around the hotel, so it makes things slower (nothing to worry about)

Rooms are actually really good: nice panoramic view of the beach (in the tower 2), spacious rooms, confortable beds and no noise.

Restaurants, are too expensive. There is no question about this, but food is really good so take advantage of the included breakfast. Drinks are also expensive, but yard glasses helps you minimize the price (just a little bit)

Pool and beach are both good. Towels and Beach places are free for the guests. The only bad thing about the beach is that a lot of local guys will try to sell you everything all the time. It is not hotel's fault as this is a public beach, but it gets annoying.

TIP: Get up early to get a place in the beach or in the pool. In high season it gets really crowded really fast. Take the places in the beach on the second or third row, as in the closest to the beach you will have a lot of salesman asking you to buy stuff.

Room Tip: Take any room on Tower 2, even the ones with garden view, gives you a good panoramic. This tower is...
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  • Stayed July 2013, traveled with friends
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sydney, Australia
Reviewer
4 reviews 4 reviews
Reviews in 3 cities Reviews in 3 cities
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed July 14, 2013

We came here as part of our honeymoon and it was clearly one of the best choices we could have made.

We arrived late in evening, around 9:30pm, having missed our original flight from Oaxaca. Straight to the bar it was! Being low season we found there were only a smattering of guests downstairs at the Laguna Bar - an outdoor undercover area surrounded by a man-made lake with 2 swans as residents! 2 friendly, chatty curious swans, one black and one white, who would swim around and come over to us for a visit. We ordered cocktails through our awesome (attentive, funny, friendly) waitress Liliana, and proceeded to have one of the best nights of our life.

The downstairs bar would become one of our staples during our 2 weeks stay. The other was the all you can eat smorgasbord of the Chula Vista. Delicious offerings of traditiona Mexican and modern Western (mainly American) cuisine that we stuffed ourselves with on a daily basis - sometimes negating the need for dinner that day! We learn soon enough to just have the tiniest tidbits of everything so that we didn't get full before we had a chance to sample everything they had to offer. Delicious.

It was unfortunate that our love of Chula Vista meant that we only ventured over to the Beach Club Restaurant a couple of times, because they easily made the best seafood pasta I have ever had, and a pretty mean Caesar salad too!

Now I'm not much of a pool / beach person, but it was so warm and the water was so beautiful that I couldn't resist. Like a child I squealed as I went speeding down the slide into the saltwater pool right outside the Chula Vista, giggling like a twit as I landed into the water. After the first few days the hotel became overrun with accountants (?) on a business conference - which turned out to be great, because it meant that the hotel opened up the previous dormant pool bar, and we could now have cocktails on little cement seats in the pool by the pool bar. Other than that were swims under the pool waterfalls and romantic evening swims in the 3rd pool, which was usually empty when the sun went down, so we could have it all to ourselves. The only pity was that the pools were closed at 8pm. We would have loved to have more time in the pools in the evening, after our humongous lunch had time to digest somewhat. But i can understand that for safety reasons they probably don't want too many people swimming around after dark.

We went down to the beach one day and the water was so incredibly warm, at least 23 degrees, but unfortunately there were so many people spruiking their wares (not related to the hotel) that we couldn't relax (although clearly we were just in our bathers and had no money on us) so we ended up leaving, which is a shame because I don't think we will ever find water so warm again, but what can you do.

On Sundays they had the most spectacular all you can eat at the Posadita Steak and Seafood Grill, it was a shame that it was only on once in our time there.

The staff were amazing, so polite and helpful and friendly, the food delicious, the resident swans, flamingoes and parrot just adorable, and our room was beautiful, with a balcony overlooking the ocean.We had room service on our last night there just so we could enjoy it! Gorgeous state of the art bathroom, I cannot recommend this place enough - except for the part of me that wants to keep it a secret ;) we loved every second there, and plan to go back as soon as we can :)

Room Tip: They all seem great to me! Each room has a view - ours was overlooking the beach and it was just gor...
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  • Stayed November 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Rio de Janeiro, RJ
Top Contributor
65 reviews 65 reviews
43 hotel reviews
Reviews in 41 cities Reviews in 41 cities
47 helpful votes 47 helpful votes
4 of 5 stars Reviewed June 23, 2013

Very nice resort with many swimming pools, pool bar, gym center, beach almost private.
Good rooms, very big, bathroom is OK, not new but OK.
Good inside restaurants, very good food.
But unique consideration is the location, it is far from the acapulco downtown where you can find some night life.

Stayed July 2012, traveled with friends
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about The Fairmont Acapulco Princess

Address: Playa Revolcadero s/n | Col Granjas del Marques, Acapulco 39890 , Mexico
Location: Mexico > Pacific Coast > Guerrero > Acapulco
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Children Activities ( Kid / Family Friendly ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#5 Luxury Hotel in Acapulco
#7 Spa Hotel in Acapulco
#10 On the Beach Hotel in Acapulco
Price Range (Based on Average Rates): $$
Hotel Class:4 star — The Fairmont Acapulco Princess 4*
Official Description (provided by the hotel):
Recognized as one of the top 500 hotels in the world and top 25 resorts in Latin America by Travel & Leisure, The Fairmont Acapulco Princess is located over the Pacific Coast on the Revolcadero Beach, 20 minutes from the bustle of downtown and a few minutes from the airport at the Acapulco Diamante Area. The exclusive complex of 480 acres offers to its guests a spectacular scenario that will enhance all the senses while you admire the magnificent 15-story Aztec pyramid-shaped building surrounded of beautiful and lush gardens containing over 750 plant species and home to a colorful assortment of swans, flamingos and tropical birds. Hear the cascades of its 5 sparkling pools and saltwater lagoon. Taste the exquisite Chef creations at any of its 5 Restaurants. Breath the most relaxing fragrances at the Signature Willow Stream Spa and feel the breeze of ocean at the new Turtle Dunes Golf Course.For the guest looking for a luxury experience in Acapuclo, Pearl offers exquisite accommodations and the finest services and amenities, which include: an iPod clock, 37-inch flat screen, in-room safety deposit box and more! A place where contemporary design becomes one with Fairmont's standard of sophisticated luxury – a memorable experience for you, your family and friends.Turtle Dunes: Our Country ClubIf you enjoy participating in sports with style, we invite you to learn more about the brand new Turtle Dunes Country Club, the centerpiece within the Princess complex, for whole-hearted golfers seeking a premium golf experience in Mexico. Learn to play like a pro from childs to adults! Turtle Dunes Country Club has partnered with Ochoa Golf Academy by Rafael Alarcon, to establish Lorena Ochoa's flagship teaching academy, providing members and guests with a state-of-the-art practice and learning center. ... more   less 
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Also Known As:
The Fairmont Acapulco Princess Hotel Acapulco
Fairmont Acapulco Princess
Acapulco Princess Hotel
Acapulco Fairmont

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