Grupotel Acapulco Playa - Adults only

I work in hospitality and have never seen guest service this poor. After a long journey, we arrived late. We had emailed the hotel a week earlier to ask for a fourth-floor room with a side sea view, as stated in our booking. Instead, we were put on the first floor with no sea view, in a room that clearly wasn't ready: there was dust, mold, broken furniture, and the A/C didn't work, among other problems. The receptionist said we could look at other rooms in the morning, and one polite employee did try to help. But the next morning, another staff member refused to show us any rooms. He said, “You just don’t like the view,” and that he wouldn't waste time helping guests find other rooms, even though many people were checking out. He was sarcastic about all our concerns, offered no solution or apology, and said no when we asked for another room. We reminded him that his colleague had told us to come in the morning, when rooms were released at checkout, but he repeated that he wouldn't spend time showing rooms to interested guests. When we asked if we could switch the next day or the day after, he rudely and mockingly said no. It was clear he didn't care about us. We felt ignored, especially compared with other European guests. At the late dinner, we waited almost an hour while others were served right away. We had paid extra for a better room and a view, and feel completely deceived. The experience ruined our vacation. The disrespect from the staff, apart from one person, was unacceptable. We understand perfectly well that being from Ukraine, waiting a long time for this vacation, traveling for more than a day, and writing to the hotel in advance are not the hotel's or staff's problem. Still, we didn't expect such an insensitive response from staff who couldn't even apologize for giving us an unprepared room and acted as if everything was our fault. They rudely refused to help us change rooms, just because we're not Europeans and hadn't paid them generous tips.

After just one night at the Orient hotel, the hotel director met with us and listened to our concerns about our visit to Playa de Palma. He very kindly moved us to the Acapulco Hotel for the rest of our holiday, and we couldn't have asked for more. This Adult Only hotel was wonderful for a relaxing stay: comfortable and clean, with a perfect atmosphere. Our room was lovely, comfortable, and had wonderful sea views, just a stone's throw from the beach. The pool area was peaceful, the food was plentiful with lots of choice, and all the staff were attentive and kind. We felt really comfortable here, even though the resort mostly caters to German holidaymakers. Grupotel Hotel Chain, your customer service is brilliant. Thank you so much to Director Michael and all the staff who made our stay at your hotels in Playa Palma so perfect. I highly recommend it.

The food was tasty, with a wide range of dishes for different tastes, and we were delighted by all the vegetarian options. The staff were extremely friendly. Check-in came with a glass of champagne, and the ladies received a bouquet of flowers at the restaurant. Beach towels were provided and could be changed daily with the pool lifeguard. The hotel sits right at the entrance to the beach, in a select, quieter, clean part of the resort. There are shops, restaurants, bars, and places to rent bikes, scooters, and cars nearby. We had a great sunset view from our sea-view room on the second floor. Just know that the hotel bar hosts concerts and karaoke every evening until 23:00, so it isn't totally quiet. The rooms are a bit small and the walls are thin. You can hear plenty from other rooms, especially the loud plastic curtain rail when someone draws the curtain.

The hotel is in a good spot and the beach was nice, but the room was disappointing. We paid for a standard double and got twin beds pushed together, which kept sliding apart on the slippery floor. It also had only half a balcony and a blocked window. There were cigarette butts on the room floor and in the balcony ashtray when we arrived late at night. We asked several times to change rooms, but had no luck.