Review of Palacio Mundo Imperial Riviera Diamante Acapulco 4*

Positive: — relatively new — good number of pools Negatives: — horrible customer service in all aspects — extorvise prices (breakfast, restaurants, bars, etc) — noisy (there is a huge site with lots of noise nearby) — unprepared staff (poor training, bad attitude, dishonest, aggressive attitude, etc etc) Examples of disappointment: 1) charged 2 times our room and refused to give us cash back; they kept our usd 500 for 3-5 days and bank took longer to reimburse us; 2) pool closes at 8pm (in a beach resort? Hello! ) 3) 20 min for check-in? Super long queue and super bureaucratic process 4) no replacement of toiletries in room 5) poor hotel layout (long corridors to get from point a to b) 6) everything as to be paid cash… credit card is an option but usually terminals don’t work; I am pretty sure this has to be with tax questions 7) there is a pool of waves but rarely working 8) among others I would like to highlight, 3 persons in special: 1) Karina — check out counter — she charged us 2 times and didn’t assume her mistake… 2) Daniel Terrazas — ‘manager’ — for sure he should be anything close to a manager — totally unprepared, lack of authonomy, arrogant attitude — totally useless 3) Tomás — the director — promised us from day 1 to day 2 to solve our double charming problem. Agree on a meeting next day at 11am and didn’t show up — shame on you 4) the ‘security guard’: a chubby ugly unprepared guy, with agressive attitude, etc; he had even invited our driver for an outdoor fight… shame on you — he refused to inform his name for us to report on this post; lucky him that our driver who is master black belt in krav mag is a very prepared guy and managed his emotions; the poor hotel security guy would be really in trouble, otherwise Long story short: they make a good a propaganda online but the reality and execution is far from reality. My best piece of advise: go to Fiesta Americana or any other similar, where the standards of quality and service are guaranteed, and customers are treated with respect and honestly.