Encanto Acapulco - 39887 Acapulco de Juárez

The worst service ever!!! This was our 10th time going to the Encanto because my family love spending New Year’s Eve there. This time all the staff treated us like if were strangers. First of all, at the New Year Eve’s dinner we were the last ones to be served, like when we were the first people to arrive. Secondly, the waiters were very rude to us. Two waiters yelled at my mom and me in front of all the guests because my mom was taking me a photo with the ocean on the background. Apparently, their reason was because they didn’t want any guest involved on the photo, but we didn’t get any other guests on the photo. We have never taken photo of people or hotel’s pools because we don’t like it. All this situation is very sad because we never expected that we were treated like aliens and more if we are foreigners. I have been in more than 20 countries and in any of the other places I have been treated like an insect. I love Mexico, I have always talk and defended Mexico, but with these like how?? I’m really disappointed. Thank you.

Great venue! The rooms were super. Stayed at the Ocean designer suite (spectacular views, spacious room) and at the pool villa (nice view with a private pool). Friendly staff. Room service was very fast. Food and drinks were great. Complimentary breakfast was a plus. Check in was fast and the check out could be faster. Awesome for a weekend escapade. Maybe the nightly rate was pricey but it was worth it. Valet parking available.

Amazing food and service! Came here with a large group of friends/family and it was perfect! The view was amazing and the place is beautifully designed!

We had the best time staying at Encanto Acapulco — Definitely one of the nicest hotels we have ever stayed … It was such a pleasure from start to finish ... The food was incredible and the service even better… Two staff members in particular, Cesar and Diego who spoke great English and were so helpful and friendly, made our stay even better ... The views, the rooms, the spa, the gym… Everything was amazing .... 1000% recommend!!! I can’t wait to go back

Can't say more, the view, the location and the beautiful pool are the reasons why you would stay here. It is my first time here and really blown away by all the above. I read a lot of reviews and agree with all on this. However there are no beach attached to the hotel and is built on a hill only. So if you are looking for a beach hotel, you may need to look elsewhere. However if you enjoy a nice pool bar area with an amazing view, then this might be what you are looking for. There are however some things that you might need to be aware of. There are no tea or coffee available in the room and for a 5 star hotel this is quite frustrating and not up to standards. Also you can't drink from tap here in Mexico and all they provide is one high end small bottle of water. It's cool to have a high end glass bottle water but it is so small that eventually you need to either open a 75 pesos Fiji water from the fridge or need to go buy your own waters from Oxxo or splurge on the mini bar. The whole hotel has a modern vibe with an unique design building however the rooms were a big let down, the closet nor the sink taps are very functional. To be critical, the rooms are big enough with a beautiful view of the bay but the design of the room itself is not user friendly or practical. They try to make the room look modern and minimalist but however not very functional once you stay in it. Overall I am impressed with the view, service during the day time (night time sometimes excellent while other times staff seem not keen) and food in general is great especially breakfast.

Over priced hotel. The food is ok. The service is really good. My sandals were stolen from the pool deck. Excellent for a couple romantic nights

This is a review about Origen (the restaurant inside Encanto). Since we stepped foot into the place, the attention was top nudge. The staff was kind and welcoming, offering their suggestions and even a short tour of the place. We had lomito de robalo a la talla as main dish for dinner - it was spectacular. Drinks were fresh and well-sized for a dinner cocktail - highly recommend the Santino. The view and ambiance were the cherry on top. Definitely would come back to Origen!

Pros: The look of the hotel and the room. First class. Really happy with it. We had a pool villa. Stunning view and feel to it. Cons: * Maintenance noise. Starts early and goes all day every day. Loud banging of hammers and grinding of power tools. We had a pool villa so often never left the room. The noise which starts around 7am is a shocker * Food. Portion sizes are very small for the money. Very poor value. Food quality more 3 star than 5 * Despite the 15% service charge being included in the room, there is an air of expectation for tips. One night a bar tender even questioned my wife saying he thought the tip was too low. I don’t mind tipping for impeccable service. The service here falls way short of that mark. Very poor. 1 star * Taxi to town organised by hotel 4 times more than any other taxi service offering same vehicles. Again, very poor * No coffee facility in room * Iron but no ironing board. That’s like offering a pool with no water * Level of English speaking across the hotel is extremely poor * The pay in full up front is very poor given covid times where plans may be forced to change at last minute. Most hotels offer free cancellation (including Banyan Tree who only require one night paid up front to guarantee) * Mini bar only replenished on 2nd last day despite staying for 6 nights. 2 free bottles of water only replenished this day also * Service at breakfast is ridiculously poor, asking several times for same thing often leaving without. The menu is poor All in all, love the look of the hotel and love the room. The rest leaves a lot to be desired. Wrote with feedback to General Manager midway through the stay. Not as much as a response. Little point responding now my friend. It’s too late!