General Policies & Fine Print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Customer Ratings & Reviews
TripAdvisor Traveler Rating3328 reviews
It was a very pleasant stay, everyone was very polite and nice, they did their best to made us feel at home. Excellent costumer service, the rooms are very clean, precious view and the public areas were also beautiful, the place overall it’s very family friendly ☺️👍
Transphobic/transfobicos disrespect to lgbt community
Transfobic homophobic They mistreated me for being transgender, talking to the people there I realized they have not accepted lgbt couples affection, friends of mine also have suffered from this because for example : only for a kiss between me (a trans) and my boyfriend they reported us and took us out of the pool, but not other hetero couples
Great views but you have to lower your expectations to enjoy your stay
This is a big hotel with excellent views of the bay. It is mostly frequented by a domestic clientele, mostly large families. Consequently, the breakfast restaurant was usually full, unless you went early. It was always hard to find a poolside sunbed as most of them are either occupied all day or "reserved" by people - a practice that is not even allowed but not enforced either. I observed couples coming down in the morning, throwing a hat and a pair of sandals on two sun beds and not showing up until the afternoon. Very annoying. So is the use of towel cards - one is only allowed one towel a day that cannot be kept overnight. The food is average; the wine selection is non-existent. I had food poisoning one day (from the pulpo) in the Sunset Restaurant which wiped off the next day from the holiday. The breakfast is open until noon at least, so many large families seemed to stay there for a long time, combining breakfast and then lunch from the all-you-can-eat buffet. Check in was really bad - we literally stood in the line for one full hour having about six families ahead of us. For a while only one station was open, then later a second opened up, but the process is the most inefficient I have ever seen. Despite my booking on the hotel's website and entering all my information online, I had to fill out the forms again with the same information for all adults, then the person typed it into the computer while you were standing there, then you had to pay upfront for the full stay, and even for a "voucher" if you wanted to charge food and drinks to your room. Overall it took about 20-25 minutes for each family to check in. Check-out was similarly long, but I requested the bill the prior evening which helped because it took them about 40 minutes to correct the errors (e.g., although I paid on the first day they tried to charge the stay again with a different rate; three people were indicated on the dinner when I was actually up in my room sick, etc.). The hotel itself is pretty dated. It looked like they were not spending enough on maintenance. They advertized our room as a "junior suite" which means the same room as the superior ocean view except they took out one night stand and squeezed in a small sofa and a chair. That does not make it a suite! The AC was incredibly loud - I actually kept waking up the first night every time it turned on. Then water started dripping from it. It took them three (!) visits to fix it finally. The gym is poor quality - half of the machines are broken. Staff tried to be helpful but hardly any of them spoke fluent English. I realize it's Mexico but given how much I paid for the room the experience was way way below my expectations.
Great hotel in centre of Acapulco. Friendly staff. Nice pool. Good breakfast. Cost effective. Room has big balcony with great views. The hotel is beach side which is very convenient. Across road is a mini market. Best sunrise views from balcony
Marvellous place for a vacation if ready to fight for your right.
Just coming back from a one month vacation at the Emporio Hotel in Acapulco. I had been at that hotel in previous years and was looking forward for this holiday. The package was purchase from Sunwing vacation as an all-inclusive for myself and a companion for about 9000$C. It included a stay in a Privilege Room and a roundtrip private transportation from the airport to the hotel. The hotel is situated in a very nice area, with magnificent surrounding in the back and close to the beach. Every room has a beautiful ocean view. In front of the hotel, across a very busy highway, there is a Shopping Centre. When we arrive at the front desk for check-in after waiting for about half an hour before seeing a receptionist, we were informed that our package was only a semi-inclusive and that we were not allowed beer or soft drinks in cans, it would have to be from the fountain. The 2 dinners a week in the Sunset Room, an a-la-carte restaurant, had been cancelled because that restaurant does not belong to the hotel anymore. No member of the staff knew where the afternoon cocktail and the continental breakfast in a special lounge, as promised in the Sunwing advertisement, where being held. We were informed that we were not allowed fish and sea food even if it was on the menu. Worst of all, they wanted $1000C for 28 days of usage of the cabanas and chairs at the beach. I went to complain to the Sunwing rep. at the hotel but was told that the management had changed and that everyone was having problems getting what they paid for. He arranged for a meeting with Mr. Oscar Naval, a worker at the front desk, who was a very nice fellow but seems to have no authority to do anything. After arguing with him, we were told that we could have the cocktail in our room, delivered by room service. This arrangement was completely unsatisfactory because the purpose of an afternoon cocktail is to meet and get to know other travellers. The Sunwing rep. than offer us to change hotel but maybe with a fee. At that point, I contacted Sunwing directly and was told that they would look into my complain. I was ready to go to the Better Business Bureau in Toronto to ask them to investigate because I felt I had been victim of a scam. The next day, I was informed by a fellow traveller that she had succeeded in getting the cabanas at the beach for free like it had always been in my other vacations. A day later, I received an e-mail from Sunwing saying that they had communicated with the hotel and that we were now being offered everything we had paid for like every item on the menu and even more like room service. Of course, I accepted and the next three weeks were marvellous just as I had expected. I would recommend to all travellers to the Emporio to have a copy of the contract with Sunwing and be ready to fight for what they have paid for. Never buy a semi-inclusive package, make sure it is all-inclusive or go somewhere else. Do not pay any surplus for a privilege room. It is not worth it unless you like to wait for at least 10 minutes for warm water in the shower and fight with the pigeons who have invaded the 14th floor and love to poop everywhere in front of the elevators that works most of the time. The sofa in the room is a piece of patio furniture that is very low on the floor. This hotel is a marvellous place for a vacation and most of the staff are very helpful, especially Manuel, Carmen, Carlos and Rodolpho. Many of the waiting staff in the restaurants should receive more training. Very few can communicate in English. One of the captain in the evening name Pablo was an excellent waiter and also an excellent communicator that made all the customers feel at ease. There seems to be a serious lack of communications between management and staff. However, if you can get what you have been sold, it can be a wonderful and restful holiday in Acapulco.