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Emporio Acapulco Hotel
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Reviews (1,129)
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101 - 106 of 1,129 reviews
Reviewed April 11, 2014

I try to go at least every other year to Acapulco and have visited hotels from punta diamante to la costera, I think I have been in at least 20 different hotels there, one of my favorites is hotel emporio, the beds are soft and the staff is so amazing, the breakfast buffet is delicious and everything there is clean nice and comfortable I love this hotel.

Room Tip: All rooms are wonderful pick one with ocean view, night time is magical
  • Stayed: June 2013, traveled with family
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3  Thank Bella L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Emporio A, Director General at Emporio Acapulco Hotel, responded to this reviewResponded April 15, 2014

We appreciate the comments from your recently stay and your preference, we make our best effort to guarantee quality services and we will tell to our staff your service satisfaction, we hope to have the opportunity to welcome you again in your home in the near future.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 4, 2014

We stayed at this hotel (not resort) 2/15/14-2/22/2014 and I was never so glad to leave a hotel in my life!
Check in was rude and dismissive. (However our bell hop was very nice.) Were told that we could not use the refrigerator in room as "people leave it too messy" and it had a padlock on it. Floor was FILTHY in our room upon arrival. (However, the next day we talked to the maid in the hallway and it was addressed daily. Maid service was awesome and responsive.) Bathroom mirror needed to be replaced. (Foggy, cracked, smeary!) Tub drain didn't hold water. Air conditioning ran at one temperature (stuffy) no matter what you set I on. Wait staff was non-exist and RUDE most of the time. Dining options, limited, same thing, same choices EVERY morning, EVERY noon, and EVERY night. HORRIBLY rude, dismissive bartenders who talked about you to other staff members while you stood there. (Be careful, some Americans speak and understand Spanish!) Hotel was NOT FULL AT ALL (and there is a reason for it!) and the servers were so few that you had to order two drinks at time and arrange for a third one as an hour later you may get your drink. We paid for ALL-INCLUSIVE and were told that they only have "LIMITED-all inclusive" and they make you sign for every drink, meal, etc. When we pointed out our reservation as ALL-INCLUSIVE, they said they didn't offer it even though the print was in front of them. STAFF IS SO NON-CUSTOMER ORIENTED that they did little to add to the old, poorly updated hotel's appearance/atmosphere. No activities. NOT A RESORT AT ALL! Beware, hidden fees and charges on check out! To sit close to the water, you had to pay a fee to get chairs and they where old, broken, and disgusting. Nightly entertainment lasted until 2 AM with LOUD THUMPING music and compromised other guests sleep....they didn't seem to care. Couldn't even get a soda or bottle of water from the beach bar before 10am even though they were standing in there talking. They had a lot of "team meetings" which were evidently about ignoring guest and providing horrible service. Swim up bar is out of commission and is located in the KIDS pool area???? Lazy river is NOT what it sounds like. And you CANNOT go to the snack bar and just order something. THEY WILL NOT SERVE YOUand LIE that they are out of items. Go to your chair and order it and it magically appears....an hour later. You have to place the order through one of the disappearing waiters. Manager was WORST person ever in a management position. Lied to us and then denied it! Trust me, this hotel is HORRIBLE from the check in to the check out! Just a TRUE NIGHTMARE! There are plenty of other place to stay closer to the airport that are MUCH nicer. Pay the few dollars extra. It will be worth it! Too bad that this horrible establishment tainted our yearly trip to a fun, beautiful place.
Excursions: Went on one to Taleo Island. Boat was old and wasn't sure we were going to make it. Tour guide ONLY spoke Spanish when we told them we only spoke English.

PLUSES: Located in downtown Acapulco, walking distance to a lot of vendors. MASSAGE LADIES on the beach were phenonmenal....and CHEAP! Vendors on the beach were MUCH nicer than hotel staff. Pool area with cabanas was very nice. Pools appeared clean. Evelators were fast even though the down button on our floor did not work. (Reported but nothing was done). True, all rooms have a ocean view which was beautiful. Nice balcony.

We vacation EVERY YEAR somewhere different and we are not UPPER CRUST, demanding people. Just middle income Americans that work hard for our money. But when you go and pay to stay at a RESORT (which this is NOT), if you have nothing else to offer, at least offer GOOD CUSTOMER SERVICE WITH A SMILE. That will definitely take away from the other issues. This sorry little hotel needs a fix up, make up, and definite staff replacement to people who truly know what customer service is. And baby, this hotel does NOT! START WITH YOU MANAGEMENT AND FRONT DESK!

Room Tip: STAY AT ANOTHER HOTEL!!!!!! Communicate with the cleaning staff who seem to go out of their way to accommodate.
  • Stayed: February 2014, traveled as a couple
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7  Thank Pat P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Emporio A, Director General at Emporio Acapulco Hotel, responded to this reviewResponded April 7, 2014

We thank you for your comments from your last stay and We offer you a sincere apology for the inconvenience, we are taking actions to make this type of situation does not happen again, as the hotel is a semi all inclusive one, we charge for some services.

We reiterate our apologies and hope to have the opportunity to welcome you back.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 14, 2014

Stayed with my whole family (19 in total)from the 5th of March until 12th. Staff is awesome, pool is clean and shallow for young ones. Adult pool is in different location with great privacy, security staff is very watchful which is very comforting. Great restaurants across street, just be careful when crossing road. Market is just down the street, fun the haggle and barter with different shop keepers. If I was to visit Acapulco again, I would not hesitate to pick the Emporio, it is right in the middle of everything. Surpassed my expectations for sure.

Stayed: March 2014, traveled with family
2  Thank RoadTrippingTrippers
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Emporio A, Director General at Emporio Acapulco Hotel, responded to this reviewResponded March 18, 2014

Dear Mr. & Mrs. Caledon: We appreciate the comments from your recently stay and your preference, we make our best effort to guarantee quality services and we will tell to our staff your service satisfaction, we hope to have the opportunity to welcome you again in your home in the near future.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 2, 2014

Had the trip of my life with my sister and my mother. Our room in the 10th floor over looked the entire Bay of Condesa Beach and El Morro Beach... the heart of Acapulco, day and night the seeing was spectacular. My mom was so loved by every staff member always checking on her to make sure that she was enjoying every aspect of her vacation. My sister and I have been visiting Acapulco for a long time, but had not visited in at least ten years. We will never allow that to happen again, This hotel in glorious Acapulco provided for a perfect "soul-invigoration" by their kind, and strategic service. Delicious food, the best Zumba class ever with an unrestricted view of the bay. Taken care from head to toe! Thank you all for your wonderful service! Acapulco we plan to come back all the time... our soul-invigorating destination for now on!!! see you at the Acapulco Emporio 10th floor!

  • Stayed: February 2014, traveled with family
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2  Thank Zapatatravel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Emporio A, Director General at Emporio Acapulco Hotel, responded to this reviewResponded March 6, 2014

We appreciate the comments from your recently stay and your preference, we will work to guarantee quality services and we will tell to our staff your service satisfaction, we hope to have the opportunity to welcome you again in your home in the near future.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 27, 2014

Love this hotel because i know the employees really well, and they always give their best. Some have to be encouraged to give their best, but in the end it is all good. What i have noticed this year is the quality of the guests has gone down. There were groups of quebec résidents, and frankly a rougher kind of crowd. This happens to hôtels when their specials get too generous. So it is something to keep in mind. The hotel was very clean, and the pools absolutely pristine. In fact it has the best pools in Acapulco, i have been returning to this hotel since 1986. The assistant managers are tops! I just wish i could meet in person this mysterious general manager that i have NEVER seen. It is hard to get business going with this hotel, as there were many times that i wanted to ask their sales department for a price for a ONE MONTH stay, never got it, and never went for one month... Instead i went to Las Brisas... (they were quicker to answer)... So i am returning once more next week, maybe that invisible General Manager will appear with a drink in his hand for me, so we can sit down and have a quick chat... :)

Room Tip: Choose a room on higher floors, as they are further away from the Noisy Streets..
  • Stayed: February 2014, traveled on business
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3  Thank Monsieur K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Emporio A, Director General at Emporio Acapulco Hotel, responded to this reviewResponded March 3, 2014

Dear guest, we let know our staff your comments about your service satisfaction and we thank you for your preference, I´m at our service for the next time you decide to visit us in Acapulco.

Thank you again.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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