Hotel Emporio Acapulco - European Plan

Customer Ratings & Reviews

TripAdvisor Traveler Rating

3408 reviews

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  Racist establishment

  The racism in this establishment is high. I had a horrific experience with a security guard named Alejandro; he would always harass me and keep me from going to my room because I didn’t want to wear the bracelet from the hotel because it’s dangerous for us to keep it on. We explained to him once, but on my last day, after a month being there, I bought a small suitcase because mine was too small, and he again tried to stop me from going to my room. I wanted to call the police on that man, because he was only targeting us, the only white people in that establishment, for safety purposes…. We would come from the pool in our bikinis, soaking wet, and he would do that. He’s so unprofessional, he only had to call from his walkie talkie to confirm I was from the hotel, but he would prefer to harass us, humiliating us and making sure that we know that he’s the boss and that we can't do anything to defend ourselves. I tried to file a complaint about him, even wanted to call the police on him, but like every time, nothing is going to be done about that kind of behaviour. Last year it was the bartender, this year is the security, and it won’t be another year of us paying for a suite in that hotel that we’ve been going to for 40 years. I prefer to give my money to a hotel that does not employ racist peopleThe racism in this establishment is high. I had a horrific experience with a security guard named Alejandro; he would always harass me and keep me from going to my room because I didn’t want to wear the bracelet from the hotel because it’s dangerous for us to keep it on. We explained to him once, but on my last day, after a month being there, I bought a small suitcase because mine was too small, and he again tried to stop me from going to my room. I wanted to call the police on that man, because he was only targeting us, the only white people in that establishment, for safety purposes…. We would come from the pool in our bikinis, soaking wet, and he would do that. He’s so unprofessional, he only had to call from his walkie talkie to confirm I was from the hotel, but he would prefer to harass us, humiliating us and making sure that we know that he’s the boss and that we can't do anything to defend ourselves. I tried to file a complaint about him, even wanted to call the police on him, but like every time, nothing is going to be done about that kind of behaviour. Last year it was the bartender, this year is the security, and it won’t be another year of us paying for a suite in that hotel that we’ve been going to for 40 years. I prefer to give my money to a hotel that does not employ racist people. Also, don’t take all inclusive, the food is more than awful and the price for the food and the drinks are ridiculously high and really bad.

  Mar 17, 2026
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  SPA Experience

  Excellent service at the SPA. Out of this world. I went several times. I will miss them tremendously. Magdalena Edith Daniela Guadeloupe Maricela

  Aug 14, 2025
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  If it could go wrong, it did

  I booked a King size bed. I Was given a room with a double bed. The room was the filthiest I have ever seen; dusty furniture and dirty floors. The furniture was mis-matched. The lamp and telephone needed replacement. The sink and tub had no stoppers. The patio furniture was broken. The door to the room needed sealant to keep out the dirt; and maybe muffle the morning wake-up at 6:30-7am from the blaring tour hawker across the street. Housekeeping needs better supervision. I moved after the tower turned off the water for the day. The new room was better; although the safe needed replacing. The topper was the day I shared an elevator with a man and his motorcycle. Security seemed to miss his check-in. The front desk staff was where requests often disappeared . The lines were interminable. There was no a/c in the lobby and no fans in the waiting area outside the coffee shop. The lack of care for the guests comfort was astounding. The adult pool had a rickety ladder as access that was not older adult friendly. I found a haven in the private pool (daily fees). The restaurants were excellent as was the staff in all of them. I was grateful that a new manager was hired during my month-long stay and was kind and accommodating to my requests. If only he had been there 2 weeks earlier.

  Jul 14, 2025
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  FIRST TIME IN ACAPULCO?

  Acapulco is a wonderful place to visit. I recently went with my friend,and we stayed at the Hotel Emporio. First of all,it had nice rooms,clean pools,excellent service,and a great view. It also included tours and refreshing water at the reception desk. During my stay,I had some allergy problems while swimming in the ocean,but the hotel had a doctor and medication if you needit. If you are looking for a place to relax and have fun,Acapulco is a excellent option.

  May 04, 2025
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  RANFERI MOLINA

  PSA: NOT AN ALL INCLUSIVE HOTEL!!!!! Mr. Ranferi Molina (hotel manager at the Emporio) was the rudest manager I have ever encountered in the past 25 years of travelling to Alcapulco. We were advised by Ranferi that our "all-inclusive" vacation was indeed not all included. In our first days of the hotel stay, we asked our waiter for espressos, water bottles and about the room service options. Ranferi, the hotel manager mentioned that none of these options were included in the all inclusive package and there would be additional fee's for these items/services. He was VERY RUDE, unsympathetic and does not have any customer service skills. After deliberating with him for some time, Ranferi responded back to our requests by saying "IF YOU'RE NOT HAPPY, DONT STAY HERE".

  Jan 26, 2025