Holiday Inn Resort Acapulco - 39690 Acapulco de Juárez

De todos los años que tengo de pertenecer al rograma de lealtad, nunca habia tenido tantas quejas sobre el alojamiento en uno de los Hoteles. Es el peor lugar donde he pasado una estancia, no hay un punto bueno....

I can say that Jesus and Francisco from the bar treated me and my family awesome! They provide a great service while we used the pool, from beverages for the family up to snacks, towels and umbrellas. The rest of the staff is not service oriented, it seems more like it bothers them to provide any kind of comfort for their customers. Also the food in the restaurant is by far the worse I have seen at any Holiday Inn I have stayed.

The hotel staff did not honor the purchased package that included the breakfast. I was embarrassed in front of my family members when the hotel staff interrupted my breakfast and denied me buffet service. I was handed a bill before I even finished my meal. They soured my meal, which I didn’t get to enjoy. I appreciate the hotel representative who attempted to rectify the situation. However, I was still charged full price for my stay and meals. I asked for an itemized invoice which I have yet to receive via email. I would suggest the staff be fully trained to deal with international reservations and comply with hotel policies. I strongly suggest Pool staff be trained in rescue, as my 3 year old niece almost drowned. Check your cameras for proof. Also no towels, towel cards, no coffee maker, no fridge, no daily toiletries, no TV guide offered at this location. Bathroom curtain had a mildew smell.

I was having a very good stay at this hotel, despite that it´s missing some cleaning mindset. The main area that needs a review is the pool border, that was pretty dirty. However, that wasn´t the issue. The main issue is related to an unethical situation I had with my towels. The hotel doesn´t offer towel, you need to get a card to get the towel, and there is a U$10 ($200 Pesos) fee in case you lose this card. One day I was having breakfast at the hotel, and the waiter when cleaning the table, also took one card that was close to a dirty plate. We noticed immediately and asked the waiter to check it. He did and said that there was no card at the kitchen. When I was doing my checkout the receptionist charged me for the card. I explained the situation and she was rude and said that it was my responsibility to keep the card under my control, and now I had to pay it. I paid in cash and left very upset. I regret my decision to pay it in cash, because I really think there is an unethical action in the hotel, where the employees get your card on purpose when you are not paying attention, and the receptionist charge it to the customer, but then they return the card and split this amount collected. I can´t prove it, but the reaction from both persons (waiter and receptionist) was very odd and led me to that conclusion. I don´t ever plan to return to that hotel, because I felt like I was being robbed. I regret the fact I paid in cash, because this make easier for them to do it. The receptionist kind of suggested me to pay in cash, and I did it without thinking that this would not let a log registered of this payment. Anyways, I like being a member of IHG, and I think it´s my duty to report this issue to you.

Alberto Ans his team are fantastic - with my birthday being on New Years Day they made sure I got an awesome room and also special personal treatment throughout the week. Mucho Gracias See you again soon

View was nice. The breakfast was not good. I would recommend eating somewhere near by, better quality and 1/3 of the price.

Positive: Amazing hotel, the entire staff is amazing, very clean, breakfast,shuttle service,near airport, many resturants near by. I highly recommend this hotel.

I was s happy with my mom and my kids, Ivan, Christian, Jenniffer, all these kind of employees in hotel make me feel important and spoiled. Really your employees are the most value asset in your hotel. Police in pool, one day cheff cooked lasagna for my daughter because Ivan (our waiter) told him that her wanted it. One my daughter asked hot dog and not typical dinner and she got it. This kind of details are a treasure for a guest. Beds could be better, for my opinion must be harder. The overview to see since balcny is wonderful, we were in floor 9th. Lady in towels service so nice. Pools are nice and plantas around. We made sport in gym, only we missed control to use air inside, because ti was so hot; it could be a short sweat towels. The variety of food is okay. The drinks mojitos were cool, orange water excellent, pinepapple too.I think for breakfast cheff needs support for make eggs and quesadillas, he is alone and he has several people in front of him to prepare food. During our stay we miss a kids animator, my kids would love it: to play with other kids and make other activities.