Hotel Mirador Acapulco — Hotel in Guerrero

When I checked in to the Hotel. They said I had not paid for a room I had already previously had reserved and paid for. I was charged again because their system. After re checking my confirmation I went back to inform them I had already paid for it when reserving. At check in no one helped my family to our room. They had someone direct me to the parking lot on top of the hill with a horrible entrance. Brunch service was terrible. The waiters basically ignored us. 2nd after a long day out. I came in to the AC leaking all over the bed. Called the front desk they said they could call maintenance and change me a room on the last floor (by the way there is no elevator) After deciding to change rooms because the floor was covered in water and the mattress soaking wet. I had to walk up 4 flights of stairs with a sleeping toddler at 10:30PM and luggage. When I get to the room my surprise and a family of geckos are the only inhabitants of this room since who knows when. The TV doesnt work and they dont answer calls from the last room. I had to walk down stairs from the last room all the way to the lobby. After telling them the room has critters in it and its HOT. I get scolded for changing rooms. in the first place. They tell me its the last time they will change my room. I get no apology for the inconvenience. The last room I ended up in had a stench of throw up. The door looked like someone had tried to break into.The bathrooms look like they have not been cleaned in years. This is the worst service. It's a shame that this hotel has not been kept up with. El Mirador has an amazing view and attracts lots of people to come see the cliff divers. Its definitely a must see place. The hotel itself is not...

First, when I made the reservation online, I indicated one adult and 2 kids but when I got there, the older kid (16yo) was considered an adult and thus I had to pay an extra $35. Then the room assigned was not only outdated, but poorly maintained and uncomfortable. It had an 80's TV set and the remote was super dirty and needed batteries. The A.C. remote also needed batteries and although I was told they'd be fixed and brought back to me, it never happened. I had to go pick them up myself and received no apology! The bed was hard as a Rock! Literally, as it was on a rock platform! Flimsy pillows with moldy pillow cases! A side table covered in all sorts of stains. Paint stains all over the floor. A broken window glass. Deteriorated bathroom doors. A tub with a dirt ring on it and poor plumbing. Dirty mirrors. Not a lamp or chair in the room. I could tell they don't clean the rooms at all and when they make the beds, they don't even do it right. I know this because I found a tag I had removed earlier from a shirt I wore during the day, under my sheets at night!!! When I expressed my concerns and asked for a different room, they simply told me that the agency I had made my reservation with was the one who booked this specific room for me and since they were full for the day, they had no other rooms available! In other...

We reserved this hotel and talked to the representative a day before we reserved. The representative in that hotel didn’t inform us that there would be an extra charge or anything even we had told him prior that another individual might possibly be present due to it being two different rooms with two beds in each room. When we arrived there; they charged us a fee for the extra person that we just paid with no problems. During the days of our stay; it was raining and one of the rooms was leaking water in the room so we contacted the reception and asked if we can possibly have a different room since the floor and the walls were wet due to the rain but they said no and declined. Instead, they brought some towels and tried to clean the water; however due to the rain; the water kept coming into the room. We had to prevent ourselves from slipping when the floor was slippery due to it being wet. Also, the bathroom was cracked like the shower/tub and the supplies in the room were very limited such as towels, remote control for the tv was missing and etc. Overall, we ended up staying there as we couldn’t find another hotel but the service was inadequate and terrible. Due to their unprofessional service and attitude on solving the problems/issues, our trip was dreadful...