Dreams Acapulco Resort & Spa - All Inclusive

We had a long flight, so the drawn-out check-in was tough to deal with. We'll definitely return next year, though. The staff were wonderful, friendly, and helpful, and that's what stood out most for us. A few cosmetic problems kept this from a five-star rating, but it looked like updates were underway. English communication could be better, though there weren't many Americans staying there. Most of the confusion was around restaurant hours and choices.

The hotel fell short of what we expected, and I'm not sure we'd stay at this resort again. We've been to a lot of all-inclusive places in Mexico, and this was easily the least nice. The pools needed work, with missing tiles and dirty edges, and there wasn't a swim-up bar. We didn't enjoy a single meal all week, and the room was only average. Very few people around the resort spoke English. Still, the balcony view was beautiful, and we loved the beach each day and the stunning sunsets. We felt safe at the resort and walking around town. The locals were welcoming, and we made several friendly connections during our week there. Getting to and from the airport was quick and easy, and it was the easiest airport experience we've had in Mexico. We visited in September 2023, a month before Hurricane Otis. My wife and I hope Acapulco can rebuild and that tourism returns, and we're praying for those lost in the storm and the families affected.

Service at the pool and beach was attentive, and the staff there were really friendly. The grounds and beach area were very clean too, though the beach got messy on our last day. We had an ocean-view room for six nights as a couple from Switzerland, and we wouldn't return. We never felt welcome because we didn't speak Spanish. Almost no one on staff spoke English, which made even check-in difficult. We needed a different room because we'd accidentally booked twin beds. Three staff members had to explain the extra charge, the amount, and confirm that the new room still had an ocean view. Then we couldn't understand the room number in Spanish or read it on the key card. We guessed where to go, but the cards didn't work, so we had to return to the lobby. The room was spacious with a lovely view, working air conditioning, and the things we needed. Housekeeping cleaned well, but the number of towels changed every day. Some days there were three for showering but none for hands or the floor. We asked for an extra blanket through the app twice and at the lobby two or three times, but never got one. The hotel's app was useful because restaurant hours changed sometimes, though the menu links didn't work. We tried room service breakfast once. We should have ordered the day before or very early, since we had to pick a time slot, but nobody told us that until after we'd chosen all the food and drinks. For the omelet, we could select only one ingredient. The food overall was poor quality and not really local. I had diarrhea from the first day until we left, despite spending a week in Tulum beforehand and eating local street food there without trouble. The all-inclusive plan did cover food and drinks at every restaurant, which would have been great with better food and drinks. La Trattoria didn't feel Italian at all, although the idea of a pasta and pizza buffet sounded nice. The hotel app was helpful for the changing hours, but the restaurants had little variety. We never saw the spa and hadn't asked about it. One pool was supposed to have salt water, but it didn't. I wouldn't return to Acapulco in general, and definitely not to this hotel.

The staff were polite and pleasant, so to me these problems point to management. Check-in took two hours, and I saw people having the same wait on another day. Calling service meant trying several times before anyone answered. Ordering drinks was slow too: servers had to compete with guests at the bars, and you'd often see seven waitresses waiting alongside a few guests. Restaurant staff also ordered drinks through the regular bars, so you had to wait, and the restaurants had queues for tables. I'd look for another hotel. I'm not commenting on the food or drinks themselves.