I checked into the Hotel Emporio on very early in the morning on Wednesday, June 13th and checked out after 20 minutes. We were given a room on the 4th floor, which upon entering the room looked great, but which had a nasty musty smell. I was willing to wait it out and see if turning the A/C on eliminated the odor, but that's when we spotted small, gnat-like insects crawling all over the floor and table in the room. We called the front desk and they said they would come up to check it out, but after 10 minutes, we just decided to go downstairs. They gave us another room on the 9th floor. That room had the same musty odor, but didn't have insects crawling - instead, the insects were on the floor dead which means that housekeeping is pretty lousy. Also, the beds had hairs (short, kinky ones) on the sheets -- the sheets look like they hadn't been changed at all! It was pretty gross. We checked out and headed to the Fairmont Acupulco Princess....what a difference!

I stayed at this hotel while attending a conference in Acapulco for my work. Several of us booked Friday and Saturday nights following the conference for a small vacation before heading home. The hotel did not honor these reservations despite the fact that they were made 4 months ahead of time. Instead they kicked all of us out on Friday. I imagine there were at least 50 of us in this situation since this was one of three hotels for a conference of 350+ people.

In addition, I was traveling with my one year old daughter and needed a refrigerator for milk and food for her. They originally said that this would be provided, but when I got there they would not give us the key to the refrigerator in the room and accused me of needing it for drugs. When my husband and I finally convinced them it was for milk, they insisted on filling it with drinks or they would charge an additional fee for using the refrigerator. In any event it took from 5pm when we arrived on Monday until 11pm that night until they finally opened the refrigerator in the room for us.

Upon leaving the hotel, they had me sign, but did not give me an itemized receipt of our stay. I am still having trouble getting this receipt which I need for our travel office at work.

This hotel has great pools for kids and adults, so-so restaurants, and nice decor, but do not expect to get what they tell you they will provide in services. If you are traveling with kids I recommend the Hotel Sands across the street. They happily provided us with a nice minifridge for free no questions asked. They were polite and had nice, clean rooms and did not suprise us with any extra charges at the end of our stay. (This is the hotel we went to when the Emporio kicked us out!).

A recent conference brought us to this hotel. Well in advance rooms were reserved through a conference travel agent with confirmation. The reservations were for one week. For some attendees, the room reservations were not honored. Either the guest was notified upon arrival that they could only stay for 3 days, or for others, on the third night of their stay, a note was slipped under their door saying they must vacate the next day. This happened to many people. The hotel had another large group arriving for the weekend and wanted the rooms available for them (we were paying a conference rate). The hotel staff were pleasant only if they were tipped well.

The hotel has beautiful pool areas. The rooms were large, well appointed, and very clean.

We just returned from 5 days in Acapulco where we booked a 5 night stay at the Emporio based on reviews here at tripAdvisor. My husband was attending a scientific metting there. The first problem is that the line to check in was incredibly long and after a 15 hour day of travel it was not pleasant to have to stand and wait in a hot lobby for an hour and 15 minutes to get up to the counter. It seemed our entire flight arrived at the same time and the hotel only had 2 clerks on duty. They clearly were not prepared to handle the numbers and in my opinion, they should have been. They knew we were coming. I complained and eventually, after a very long time, they brought out one more person. When we finally got up to the desk, we were told that our 5 night stay was now a 4 night stay and that we could either move to the Crown Plaza for 5 nights or move over there on the last night for 1 night. We were absolutely aghast. i had a confirmed reservation in hand and I presented it but that didn't matter. They did this to all the people checking in on Monday night. The people who checked in earlier Monday did not seem to have that problem. I was later to find out that they had a huge Herbalife convention that came in Fri. and they must have overbooked and thus attempted to kick out all the AGU scientists. In any case, I refused to sign off on their contract which said we could not stay there Fri. night. The next morning I found the director general of the Emporio Hotels who happened to be on site, a Mr. Baights. After pleading with him, he agreed to let us stay Fri. night. So our problem was solved but only because I ranted and raved and went to the top. There were many other people who did not do that and had to end up checking out and into a new hotel for their last night. I was appaled to find out that these people were going to the Princess ( which i understand is gorgeous) but that they had to pay the difference between the Emporio and Princess rates. Talk about adding insult to injury. I am still outraged by the way the Emporio treated us. I will never stay there again even though the romm was decent and the views incredible. This is not my idea of fine service and they certainly do not rank as a 4 start hotel with that kind of treatment. Beware if you book there- you could be in for a big surprise.
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