My family and I visited ACP 11/15-11/22/2012. We are Palace Resort Members. Our first full day on 11/16, found ants in the sink, dead cockroaches in the room. Took 3 days to get the ants gone (they came back our last day), roaches were never cleaned out. The first 3 days, housekeeping did either did not come to our room each day or came very late so we had to wait to have the kids take naps in the room (one day i had to clean the table and the floor below it so the kids could use it!). Housekeeping improved the remainder of the trip.
With the switch from PR to Hard Rock (HR), their isn't a lot for the kids to do yet, and there is an invisible wall between the family side of the resort and the adults only (my wife and I could go over there if we wanted). With the switch from PR to HR, the perk of taking a shuttle to another PR resort is limited to one shuttle on Thursdays. We ended up in a sales pitch (we were told it was to be an info session on the changes HR is making to the hotel) all Sunday morning to sign a contract with HR for pre-paid vacation weeks while still keeping our PR contract (we didn't sign).
When we talked to someone about eating at the restaurant of the only other PR hotel nearby (20 - 25 minutes away) we were told we couldn't so we had to modify our plans. Later we found out we could but it depends who you talk to. If it's an HR employee (no signage on the person to identify HR employee from PR employee), they will tell you no because they want you to only stay at the HR. If you talk to a PR employee, they will tell you you can use the facilities at the other PR hotel.
Customer service is very poor. There is a small salon on the family side and my wife wanted to have our daughter's fingernails painted but the girl at the salon said she was booked (no one in the salon, every time we saw the girl during the day she was just staring out the window with no customers).
We recommend waiting until 2014 when the full conversion to HR is done, the full facilities for kids are in place, the things PR members will be allowed to do at HR hotels will be finalized, new restaurants are in place (with the split of the hotel to couples only and family, there is a limitation on restaurant choices for families (La Hacienda restaurant is terrible, stay away, the restaurants that are open for breakfast and lunch are very limited for the family side). The HR is competing against the PR hotels now so you gotta ask a lot of people the right questions since you don't know who's on what side of the fence.
Victor (bell hop) - outstanding, Beatrice (waitress at the pool bar) - excellent, Tony (waiter at Ventanas) - very good, some of the other employees were very good. Richardo at Mundaca restaurant would be fired by me. All of the employees at La Hacienda restaurant would be fired by me. Most of the a la carte restaurants had a lot of service issues and some food issues.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
December 4, 2012
Dear Stephen K, we would like to thank you for taking the time to share your comments and feedback about our resort. Feedback is extremely important to us as it helps us know how we are doing in terms of service and facilities.
Report response as inappropriate
In reference to the transition mentioned on your review, please accept my most sincere apologies for any inconveniences this transition may have caused during your stay. Our goal is that all guests and members are able to enjoy the privileges of our hotels and packages. Your comments have been shared as well with key Staff in our organization so improvements can be made. We hope that you will visit again so you can see our new improvements
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.