Canadian Resort Acapulco Diamante — Hotel in Guerrero

Not sure where to begin, but overall the "resort" was a major disappointment. We traded for a week long time share, 2 bedroom suite. This was by far the worst property we've ever stayed at, and unfortunately ended up leaving for another hotel halfway through.||||Check In - I expected this so wasn't too off-put, but the gate is guarded by security with large guns. You get used to seeing them around ACA but it wasn't something we were used to. Next, no one at the desk (or resort for that matter) spoke English. I believe a gentleman did truly know some English, we saw him here and there during our stay, but only when I got frustrated did he start to speak a little. They couldn't find our reservation for the first ten minutes, then demanded more money (again, all in Spanish - which my high school Spanish wasn't helping too much with). We argued out of that, but overall felt as though they were making no effort to assist us and make us feel welcome. They could have wrote words down, drawn pictures, tilted their computer with google translate, nothing was done to try and help us.||||Rooms - Yikes! Definitely not what a 2 room suite should be. It was like stepping back in time. As others have said, all furniture was concrete will cushions/mattresses on it for the beds. The kitchen is just a 4-burner stove top, with a microwave and blender. No dishwasher, and had to ask for dish soap. The fridge and freezer worked fine. TV was small and low quality. We were on first floor near pool. Living room windows wouldn't close (what?!) and pool played music until 10 PM every night. Very annoying when you're trying to relax and/or watch TV. Bathrooms...ehh not good. Ceiling was discolored (looked like mold spots) and water pressure was very weak. Lastly, the A/C was not great. Temperature would fluctuate, without you changing it, and both units were in the bedrooms. The living room was therefore very warm, making the person sleeping on the couch uncomfortable. Tried sleeping with bedroom doors open, helped a little but overall not great.||||Pool/beach - By far the best part and what bumps it up to a 2 star review. The pool area is nice. Regular pool, as well as a kiddie pool. Both nice temperatures to cool off. There is NO hot-tub or jacuzzi unlike others have said. It looks like one, but is just an area to sit with the normal pool water. Beach was right there as well and was beautiful. I like this beach better than the ones in the bay. Much less crowded (and less vendors), and you can actually go in the water without getting knocked over. Enjoyed walking up and down the beach. BIG negative though on pool area, lots of flies. Drove us nuts. It's hard to relax when you're swatting flies every few minutes. I'm not sure if it's the resort's cleanliness, or the neighboring area unfortunately, but the 2nd hotel did not have this problem.||||Restaurant - Nice restaurant on property with great prices (especially with the current exchange rates). Never anyone there, felt bad for the workers who always looked horribly bored. Only negative again, the flies. However, after sun goes down, they disappear and dinners were much more pleasant there.||||Location - Big negative for us. You're far from Acapulco Bay, and it certainly wasn't a place where we felt safe walking out the front gate and down the street. There wasn't much to walk to, however it just didn't seem safe to us (and taxi drivers actually told us not to). 20-25 minutes by cab to Acapulco Bay, where we ended up moving to. 5-10 by cab to a grocery store however. There's also La Isla shopping mall not too far away. ||||Misc - No WIFI in rooms. Only by the front desk, it worked most of the time but not great. Also, no workout room or concierge. Pretty basic stuff missing in our opinion. There is a small market for basic needs. Pool towels are $10 pesos/towel per day. Non-refundable! Not what they told us, but wouldn't return the money. ||||All in all, Spanish speakers might do alright here. If it was dirt cheap, sure it's manageable. But does it live up to a timeshare? No way. Poor customer service, rooms in desperate need of upgrade and flies everywhere outside, sent us packing our bags for a more tourist...

I don´t even know where to start. My mom´s friend had a Platinum Membership here and we thought it could be a great idea to drop by...big, big mistake.||||Upon arrival, there is no one, and I mean NO ONE to help elders to carry luggage or anything of the sort. Front Desk staffers didn´t give a _ for the so-called Platinum Membership reservation and we were given a tiny, tiny, moldy minuscule room with bunkers for one adult and two elders, located on the first floor with everything running poorly. All of it was either broken, moisty, fungy, noisy, shattered, cracked, damaged, ruined, smelly and/or out of order.||||The staff was longing not to be bothered with anything as they are very well aware of the poor conditions of the hotel, which by the way has the nerve to call themselves a resort but they are not one at all, they are a 2-star hotel and that´s it. No customer service, no client management, and no one to turn to for a somewhat smart answer or a decent explanation as to why everything was so __ up.||||It doesn´t matter how much you complain, how much you explain yourself, how much you document your indignation, there is no solution for you...you are there to swallow what you are given or else. No management to turn to, just time-share people explaining that we did everything wrong.||||By Saturday 5th there was a seaquake followed by a trepidatory earthquake...of course, we got out of the room like other guests to check on each other, but no management or security people to take care of anything. This was a major concern, and I mean MAJOR.||||To sum up: this is a very cheap hotel, if you want to stay for a very small price you can, you just have to put up with timeshare people that will promise heaven and will deliver hell.||||The beach is clean, open sea and beautiful sun settings. Palapas and beach chairs must be booked at precisely 9 am. The pool looks ok, but once you are in you can see missing tiles filled with dirty stuff, not healthy at all considering the situation.||||Pro tip: The restaurant by the beach, right beside this hotel is really good, the food is incredible. There are friendly vendors and the breeze is awesome! ||||Please be so kind to add the f word anywhere you see fit. Due to Trip Advisor´s policies, I was not able to use it as much as...

Mar Paraiso hotel,

Me dirijo a ustedes con el fin de expresar mi profunda inconformidad con respecto a mi reciente experiencia en su establecimiento. Como cliente frecuente que ha disfrutado de sus servicios en el pasado, lamento decir que he notado una serie de cambios negativos que me han llevado a cuestionar la calidad y el valor que ofrecen en la actualidad.

Uno de los aspectos más preocupantes es el tema de los precios de los alimentos. Durante mi estancia, quedé impactado por los altos precios que se cobraban por los alimentos en su restaurante. No solo encontré que los precios eran excesivamente elevados en comparación con la calidad y la cantidad de los platos ofrecidos, sino que también experimenté una notable disminución en la calidad de los ingredientes utilizados. Esto me lleva a preguntarme si el enfoque principal se ha desviado de brindar una experiencia culinaria satisfactoria a maximizar los ingresos.

Además de los problemas relacionados con los precios y la calidad de los alimentos, también me preocupó la falta de asepsia en sus pisos y baños. Durante mi estancia, noté que estos espacios no estaban debidamente limpios y desinfectados, lo cual resulta inaceptable, especialmente en un establecimiento de su categoría. La higiene es un aspecto fundamental para garantizar la comodidad y el bienestar de los huéspedes, y considero que su incumplimiento representa una falta grave en su compromiso con la satisfacción del cliente.

Por último, me gustaría abordar el tema de la baja calidad de la atención humana que he experimentado. Durante mi estancia, noté una falta de profesionalismo y amabilidad por parte de su personal. Las interacciones con el personal del hotel fueron frías, distantes y poco receptivas, lo que generó una sensación de falta de interés por parte del personal en asegurarse de que mi estadía fuera placentera. Esto contrasta drásticamente con la calidad del servicio que solía disfrutar en el pasado, y lamento decir que no cumplió con las expectativas que tenía de su establecimiento.

Como cliente fiel y recurrente, considero que es mi deber comunicarles estas preocupaciones con la esperanza de que puedan abordar estos problemas y recuperar la excelencia que solían representar. Como mencioné anteriormente, he sido un huésped satisfecho en el pasado, y mi objetivo con esta carta es ayudarles a identificar las áreas en las que deben mejorar para mantener la lealtad y satisfacción de sus clientes.

Espero sinceramente que tomen en cuenta mis comentarios y que realicen las acciones necesarias para abordar estos problemas. Aprecio su atención y confío en que, con los cambios adecuados, su hotel pueda recuperar su reputación y ofrecer nuevamente una experiencia de alta calidad a sus huéspedes.

Atentamente,...