Hotel Emporio Acapulco

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Oct 7, 2009 by F from Texas
Overall Rating: 1
Cleanliness:[4] • Staff:[1] • Location:[7]

• Its on the beach.
• No elec, water, AC, rude.

“It was so terrible I don't even know where to begin! Two out of five of our friends originally had a reservation here. Three of us had a reservation elsewhere and we were told our room wouldn't be ready for another few hours. We figured we would wait at this hotel until it was ready. The staff treated us like we were trying to put one over on them. They followed us around and finally dragged us to the counter. We tried to explain our situation, but they weren't hearing it. We explained our situation to the woman at the counter and she understood and said they would call us a cab when it was ready. Very nice of her. We tried to wait and relax by the pool and they wanted to charge us $300 pesos a person to hang out since we weren't staying there. We felt that was absolutely uncalled for robbery! We were a group of five staying in separate hotels. We decided to stay in one hotel, this hotel. We didn't want to keep running into problems if we wanted to hangout at one another's hotels. The young man who booked us was nice and helped cancel our other room at the other hotel. Here's where it gets really bad. Both rooms we booked didn't have working air conditioning. Both rooms were switched out for two more rooms with the same problem. One room had a toilet that was leaking onto the bathroom floor. Another room had their hallway flooded with water. We had dinner reservations for 9:30 and my roommate needed to iron her shirt. It took a great effort to find an outlet in the room. We decided to unplug the lamp and use its outlet. When we looked behind the nightstand, we were shocked at what we found. The outlet was hanging on to dear life by its wires. Everything was exposed. We did not iron! While we got ready to go to dinner the electricity went out! We stumbled around in the dark trying to put on our clothes for 45 minutes. We hoped that when we returned it would be working. We were so late for our reservations but they still took us. When we returned, we had electricity, no air conditioning, and to our surprise no running water! This kind of stuff only happens in the movies! This was still our first night so we decided to pack our bags and go to another hotel. When we went downstairs, the night manager was of no help and had no remorse for what we had experience. I swear this man didn't even have facial expressions. He refused to return our money. He refused to at least offer half off our rate. He said all he could do was giving us 20% off. We asked to speak to someone who could make executive decisions, and he said he was it. We asked who his boss was and he refused to tell us. We asked for an 800 number or anything that could help us resolve our issue, and again he refused. He said he didn't have that information. We asked if he could look it up, and he told us that we could look it up. He was so rude. We had only been there 7 or so hours and it was hell. We took our loss and aggressively looked for another hotel. Finally we found a hotel with a reasonable last minute rate, The Crown Plaza. It was heaven. The staff was friendly, helpful, and found it appalling what we had just experienced. They even offered us a suite and an extra little discount at the end for all our troubles. While the service at Emporium was not the Plaza's responsibility, we were so grateful the Plaza tried to make up for it. From then on the rest of the trip was a blast. I will never, ever stay here again. This is the first time that I have written a review, but I felt obligated to do so. I couldn't bear the thought of someone booking here without knowing the truth about the service, staff and condition of the hotel. Please, please think twice before staying here.”

Jan 5, 2009 by AR from Dallas, TX
Overall Rating: 2
Cleanliness:[2] • Staff:[1] • Location:[8]

• Great location.
• Bad food, bad service, bad room.

“My friend's family & mine spend 6 days at Hotel Emporio. We had issues ranging from taking too long to be served at the front desk, room safe not working, water dripping from the faucets all night, AC not cooling, loud music playing till late hours of the night, room keys not working a couple of times, roaches in the room, not many English speaking staff, unclean hot water spa and worse cold food on the buffet. Hotel staff appeared incompetent to address customer complaints. My worst experience was when they booked us for a special dinner as part of our stay, only to find out that the restaurant was closed! In talking to the front desk and after a couple of hand overs, talked to restaurant captain. He apparently had no bestowed authority on him. When asked if we could could order off the menu at one of the other restaurants. Next day, we escalated to the hotel manager, who offered us to come in for lunch, (a kind gesture to redeem themselves, I imagined). My mistake in accepting that offer. We ordered lunch off the menu. Nothing out of the ordinary: just 4 fish dishes. Not even lobster. An hour and 15 minutes later I was told that the Red snapper dish was missing an wrapping leaf. I asked to bring the dish in their best possible way as we all were very hungry by then. But wait, it did not stop there. When our order finally came, not only was the order 1 dish short, but we also got steak instead of fish. Apparently, the English menu and Spanish Menu have different items. We ended up splitting the 2 fish dishes amongst the 4 of us. I dish smelt fishy, possibly the fish wasn't fresh. Bottom line, if you care only about the drinks, hanging by the pool or the beach, this hotel may suit your needs. Unhappy Patron.”

Jan 30, 2007 by Kathy from Minooka, IL
Overall Rating: 10
Cleanliness:[10] • Staff:[10] • Location:[9]

• They have bags of ice on the 14th floor.
• Nothing.

“We had a great time. The restaurants were good. I especially like getting bags of ice & the balcony over looking the ocean.”

0 of 1 people found this review helpful.

Apr 20, 2006 by Merritt from Reno, NV
Overall Rating: 1
Cleanliness:[7] • Staff:[4] • Location:[10]

• Location was good.
• Poor quality room with many things not working.

“This hotel has a lot of potential. However, the staff, room quality & housekeeping are horrid. Do not recommend to anybody you care about. Coffee pot was broken & leaks caused damage to clothes - they did not care. Hair Dryer did not work. Minibar not filled. Towels not replaced. Rude staff only wants your money. Dirty sheets. telephone not working. safe not working. lamps not working. Dirty towels at pool. Hidden charges. If I knew where to file a claim, I would. For sure I'll stay at a different hotel next time!”

0 of 1 people found this review helpful.

Aug 16, 2005 by Joe from Kaukauna, WI
Overall Rating: 4
Cleanliness:[8] • Staff:[1] • Location:[10]

• The swimming pools and location were terrific.
• Front desk staff was the worst I've ever seen.

“We recently booked our reservation at the Emporio through an on-line agent. When my family & I attempted to check-in, the front desk staff stated they did not have the reservation. I presented a copy of the confirmation and they then claimed that the agent never sent it. After about an hour of negotiation they finally gave us a room which we soon determined had not been intended for use. The wooden door casing was broken apart from a recent break-in plus a variety of items were missing from the room such as the remote which was necessary for the kids to use the TV. They fixed the door the next day without us asking so it's apparent they knew the condition when they checked us in. We continued to follow up with the front desk staff and they continued to state they still had not received the reservation. I reported the issue to the on-line agent and they followed up promptly. The Emporio staff initially stayed with their no reservation story but eventually came clean and admitted they were overbooked. This is the first time I've ever written a negative review of a hotel and as my title implies I do feel it's a shame because as many others have mentioned this is a beautiful hotel. Other than the ongoing front desk staff issues our stay was quite good. The pools are excellent and the rest of the staff was very helpful. The restaurant suggestions on various sites were spot on. We had dinner at the El Amigo Miguel closest to the cliff divers and walked up the hill to the 7:30PM show. The seafood was terrific and very inexpensive. As another reviewer suggested we had an evening banana's foster at Linda Vista. We found a cab driver who agreed to take us from the cliff divers to Linda Vista, wait for us and then drive us back to the hotel for $20. It's quite a long drive overall so we were very fortunate to find him. We had our breakfasts at El Fogon (across from the Emporio) and the wide variety of items we ordered were very good. I concur that these are all can't miss restaurants.In short, if you're willing to take your chances on the front desk staff at the Emporio you could get lucky and catch them on a night they're not overbooked and hence have a terrific lodging experience. May the force be with you! Viva la Mexico!!”

2 of 3 people found this review helpful.

Amenities at Hotel Emporio Acapulco, Acapulco

120 AC 24 Hour Front Desk Air Conditioned Airline Desk Babysitting/Child Services Balcony Bar/Lounge Barber Shop Barber/Beauty Shop Beach Boutiques Bus Parking Business Center Car Rental Desk Concierge Desk Conference Facilities Currency Exchange Disco Doctor on Call Drugstore Elevators Exercise Gym Express Check In Express Checkout Fishing Florist Free Newspaper Golf Guest Laundromat Hairdryers Available Handicapped Rooms/Facilities Health Club Indoor Parking

International Direct Dial Iron Jacuzzi Kitchenette Lounge Maid Service Mini Bar Modem Lines in Room Multilingual News Stand No Smoking Rooms/Facilities Nursery for Children Parking Pool Poolside Snackbar Porters Radio Refrigerator Restaurant Room Service Safe Deposit Box Scuba Diving Secretarial Service Security Smoke Detectors TV Telephone Television with Cable Temperature Control Valet Parking Wake-up Service Water Skiing Wind Surfing

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