Encanto Acapulco

Se booked the hotel thinking for the price it would be a great experience with superb service and no The reservations woman gema rude and cero customer oriented for this suposodly level of hotel. Before we arrived webtried to talk with the manager who wasnt available and didnt return our call until we arrived once we arrived she was attentive The rest of the staff in the hotel very good We had the pool villa was very nice with nice flowers to welcome us, but poorly maintained the pool floor peeling off and the white paint also falls off and painted every part of our body and caused a irritation we tried again to call the manager and never got back we had to go to the front desk to find someone,we reported it and they basically just said we will see and didnt even care The amenities are basic nothing espectacular just refilled cream conditioner and shampoo Internet was slow and intermitent at the pool and room so if you have to work or conferences forget it and phone signal is poor in some parts We asked for snacks at the pool and the quality portions and taste was less than average especially for a hotel theoritacally of this level, we decided not to risk dinner and went close by to a restaurant wich was fabolous We asked for breakfast the next day and again the food arrived cold and very plain again for the price you would expect something great and again just average The hotel was pretty full and chairs and seats by the pool totally limited Houses nearby were being remodeled and all day you could hear the banging of hammers etc We had to call 3 times sonthey picked up the empty food tray from our room The construccion is beautiful but poorly maintained, level of service is average to good nothing espectacular and the food is just average Again not what you receive from similar price hotels and basically no one cared

I don’t know if the hotel is bankrupt or something and has no personnel but the service takes AGES, like really, any time we asked for food it arrived more than 30 minutes later (and if at the pool, even more). The bed is ONLY lined with bedsheets, they said they simply did not manage blankets or duvets (in a damn hotel!) so we slept terribly, even if the bed mattress was actually nice. Isn’t the whole point of a hotel to NOT have to take a blanket to sleep smoothly? I can’t “forget my responsibilities” as they say in their welcome if I can’t even sleep!!! A smoothie they gave me was made in the same blender as some sauce and tasted like roasted chilli, they also sometimes forgot the stuff we asked but were about to charge it anyway ¿?. The free coffee capsules in the room tasted old (so why give them out anyway?). The villas are nice, but for some reason the sink itself is HUGE but there is no place to put your toiletries, not even a tiny space on the side, which again is like ¿? The lighting of the room is supposed to be romantic or something but I simply could not see well at night, especially in the bathroom The shampoo and conditioner is supposed to be organic but it’s just another word for “it’s expensive and doesn’t work”. The food is ok but really expensive (not amazing, barely at the same level as everything else in Acapulco; everything out there is so good!), we ended up eating out a lot in the end which was nice but not ideal. They say no speakers allowed but the hotel is blasting music through the speakers the whole day. I don’t care if the hotel paid for a carefully selected playlist, I want a bit of silence too! So in conclusion, yes it has high quality facilities and the rooms look nice, but it’s in the daily details which made me dread my stay for the whole week.

Following the hurricane, almost every hotel in Acapulco and Playa Diamante are severely damaged and closed. Yet, in only a few weeks Encanto is open, fully operational and awesome. Wendy, the receptionist, Eliana the manager and all he staff are professional. We are returning for Easter. Bravo to Encanto and all of the staff.

Luis and Alberto went out of their way to make sure we were comfortable and had everything we needed to make our dining experience a pleasant one. I would definitely come back to experience their superb service. Food was also top notch. Definitely a must try

Excellent service , the architecture was stunning with beautiful panoramic views . Servers Alberto and Lizbeth made out morning so enjoyable and we highly recommend this hotel. Food quality is outstanding as well