Palacio Mundo Imperial — Hotel in Guerrero

Our honeymoon, and sadly they missed the little yet critical things... (and some big things also)

Some parts during our stay were amazing like the carnivor Sunday buffet with shrimp, steak, champagne, etc. The restaurant that starts with an M... cant remember the name (michimi?).... incredible noodle wrapped shrimp... watch out for the water, it costed us 290 mex. Pesos for 2 bottles... that's crazy btw, because the water was actually more expensive than the shrimp... not sure how that works out, but it is what it is.

When we entered we had no idea how to call room service, our room didnt even come with a room service menu, we found out about the menu that we never got from a kitchen manager at one of the pool bars.. and had to request that someone bring us the missing yet famous blue binder.

No one took the time to let is know how the the Cisco telephone system worked... which extensions were which, how to call room service (even after having the menu) and if the system actually worked was yet another story. Lots of button clicks yet zero results.

After room service arrived, they never once called or came back to ask if we wanted them to take our plates and dinner ware, so I hope you like having dirty dishes in your room smelling up the place till the next day when the cleaners come in.

You have to pay for more than two bottles of water daily, and in this climate, water is essential and some places here in the resort, it costs more than wine.

The air conditioning was not on or not working on the 9th floor, so when walking the long hallways, we felt like we were going to die.

No one showed us the club 89 or whatever it was called, and honestly, we didn't feel special or "taken care of". We had to figure out the rules of the game by talking to local kitchen staff, or random staff walking the long empty halls, and we felt disorientation all around. (If you don't speak Spanish, good luck, thankfully my wife is fluent)

The breakfast area was ok, staff was not all that nice, nor smiling, it kind of felt like slave labor to be honest. Maybe we are being picky because it was our honeymoon, and a week that we were never supposed to forget, but frankly, there were lots of parts i wish we could forget.

Everything basically shuts down at 8pm. And for us, that seems kind of odd, we may want to take a refreshing swim at 9 or 10pm. But not here.

All in all, we enjoyed most of our honeymoon, but expected a bit more with the price of the king suite, the stay was cool, yet disappointing in all of the important little areas for us.

Recommendation: stay at the princess imperial, or find somewhere else to stay, the resorte imperial...

Amazing resort. This resort was named "Resort Mundo Imperial" untill recently. The resort is now named "Palacio Mundo Imperial", but Google has yet to change it. We flew down to Acapulco with Sunwing from Toronto and had an all inclusive package. The resort is very new and extremely clean and surprisingly empty! Our entire stay we felt extremely safe and welcome by the very polite staff. The resort is modern and has many delicious restaurants like La Moda, Marché, and Mizumi. There are a total of 7 pools (from my memory) in this resort including a wave pool! This resort has shuttles that go to the sister resorts Princess Mundo Imperial and Pierre Mundo Imperial. They also have a private shuttle that heads to Scala Ocean Club. They have food and drinks there and 3 pools (maybe 4) by the beach. Another amazing thing about this resort is that the airport is extremely close to the resort, but there is no sound pollution very often as there aren't many planes flying around like in Toronto or NYC. When there is a plane, though, you cannot hear it from your room but you can hear it from the ground as expected. This resort is NOT located on the beach, but there are shuttles every 30 minutes to places with beaches. If you are worried about visiting Acapulco because of the crime, don't be afraid. There are many police officers and security people around to make sure you are safe. Never once have I seen or heard a crime down by the resort. We even went through Acapulco Bay and there was no police cars or even sirens anywhere. Acapulco is definitely coming back. With sunwing we had an exclusive party on the 9th floor of the resort with the most BEAUTIFUL room and balcony in the resort. I'm talking 10 grand a NIGHT. I've posted many photos (over 200!) Of everything during my stay to get a good look at everything. If you are wondering about prices, everything is very reasonably priced even without the all inclusive package. Some items aren't all inclusive, but only have a small surcharge of $200 MXN. If you are coming to Acapulco for a long vacation or a quick stay, I definitely recommend Palacio Mundo Imperial.

TLDR: Great food, great pools, no beach but shuttle to the beach, modern...

Positive: relatively new good number of pools

Negatives: horrible customer service in all aspects extorvise prices (breakfast, restaurants, bars, etc) noisy (there is a huge site with lots of noise nearby) unprepared staff (poor training, bad attitude, dishonest, aggressive attitude, etc etc)

Examples of disappointment:

1. charged 2 times our room and refused to give us cash back; they kept our usd 500 for 3-5 days and bank took longer to reimburse us;
2. pool closes at 8pm (in a beach resort??? Hello!!!)
3. 20 min for check-in ??? Super long queue and super bureaucratic process
4. no replacement of toiletries in room
5. poor hotel layout (long corridors to get from point a to b)
6. everything as to be paid cash... credit card is an option but usually terminals don’t work; I am pretty sure this has to be with tax questions
7. there is a pool of waves but rarely working
8. among others

I would like to highlight, 3 persons in special:

1. Karina - check out counter - she charged us 2 times and didn’t assume her mistake...

2. Daniel Terrazas - ‘manager’ - for sure he should be anything close to a manager - totally unprepared, lack of authonomy, arrogant attitude - totally useless

3. Tomás - the director - promised us from day 1 to day 2 to solve our double charming problem. Agree on a meeting next day at 11am and didn’t show up - shame on you

4. the ‘security guard’: a chubby ugly unprepared guy, with agressive attitude, etc; he had even invited our driver for an outdoor fight... shame on you - he refused to inform his name for us to report on this post; lucky him that our driver who is master black belt in krav mag is a very prepared guy and managed his emotions; the poor hotel security guy would be really in trouble, otherwise

Long story short: they make a good a propaganda online but the reality and execution is far from reality. My best piece of advise: go to Fiesta Americana or any other similar, where the standards of quality and service are guaranteed, and customers are treated with respect...