Copacabana Beach Hotel Acapulco

The beach is beautiful and easy to reach, and the beach security guard was kind and helpful. During the daytime, though, there was litter on the hotel's stretch of beach; we didn't see it being cleaned until evening. That's disappointing because the hotel is lovely, most of its staff are excellent, the security guards are very kind, and Icacos beach is beautiful and accessible. We have stayed at Copacabana Acapulco several times and usually had very good experiences, so this visit fell short of what we expect. We arrived at our scheduled 3:00 p.m. check-in with a standard suite reservation and were told the room would take about 30 minutes to an hour. We asked if paying to upgrade to a junior suite would get us a room sooner. The front desk employee said yes and quoted an additional 1,000 pesos. We agreed and paid, but still did not get into our room until 4:00 p.m. There was no apology or compensation for the wait. The shower was dirty when we arrived, with leaves and mud inside. We had to call housekeeping to clean it and bring the junior suite amenities that should have been there already, including slippers and bathroom items. The TV wasn't working either, so we called maintenance. Housekeeping and maintenance both fixed their issues quickly. On our third and final night, the receptionist who had checked us in told us there was a “mistake” on the bill and that we owed another 2,000 pesos. They said the upgrade was 1,000 pesos per night, rather than 1,000 total. With a supervisor beside the employee, we explained that nobody had mentioned a nightly charge and that we'd been told the upgrade cost 1,000 pesos in all. We had also paid for parking for all three nights upfront, so it would have made sense to charge the upgrade upfront too if it were a per-night fee. We speak Spanish fluently, so a language barrier doesn't explain the misunderstanding. Even after we explained that the wrong price wasn't our fault, we were told to change rooms or pay the extra amount. Right after that, we returned to our room and found our key card blocked. We went back to reception, where the supervisor said the cards “automatically get blocked if you get too close to the reception desk.” Given the timing, we believe it was blocked intentionally to make us return to the desk. It felt unprofessional and inappropriate. We're very disappointed with the current front desk management and supervision.