We just returned from 5 days in Acapulco where we booked a 5 night stay at the Emporio based on reviews here at tripAdvisor. My husband was attending a scientific metting there. The first problem is that the line to check in was incredibly long and after a 15 hour day of travel it was not pleasant to have to stand and wait in a hot lobby for an hour and 15 minutes to get up to the counter. It seemed our entire flight arrived at the same time and the hotel only had 2 clerks on duty. They clearly were not prepared to handle the numbers and in my opinion, they should have been. They knew we were coming. I complained and eventually, after a very long time, they brought out one more person. When we finally got up to the desk, we were told that our 5 night stay was now a 4 night stay and that we could either move to the Crown Plaza for 5 nights or move over there on the last night for 1 night. We were absolutely aghast. i had a confirmed reservation in hand and I presented it but that didn't matter. They did this to all the people checking in on Monday night. The people who checked in earlier Monday did not seem to have that problem. I was later to find out that they had a huge Herbalife convention that came in Fri. and they must have overbooked and thus attempted to kick out all the AGU scientists. In any case, I refused to sign off on their contract which said we could not stay there Fri. night. The next morning I found the director general of the Emporio Hotels who happened to be on site, a Mr. Baights. After pleading with him, he agreed to let us stay Fri. night. So our problem was solved but only because I ranted and raved and went to the top. There were many other people who did not do that and had to end up checking out and into a new hotel for their last night. I was appaled to find out that these people were going to the Princess ( which i understand is gorgeous) but that they had to pay the difference between the Emporio and Princess rates. Talk about adding insult to injury. I am still outraged by the way the Emporio treated us. I will never stay there again even though the romm was decent and the views incredible. This is not my idea of fine service and they certainly do not rank as a 4 start hotel with that kind of treatment. Beware if you book there- you could be in for a big surprise.
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After ten hours of trip, I arrived to check in and I spent 1:30 hours in line .Finally in the front desk they told me that my seven days reservation was only five (of course they exclude weekend days) and offer me another hotel were I need to pay extra. The reality was that they oversold the hotel for the weekend and they didn't recognize any reservation.
After talked with the director of comercial corporative (Jose Baigts) next day, he agreed to respect my reservation but when the weekend arrive and he left, Front desk told me that I need to leave the room.
I am very dissapointed because my case was not the only one more than 50 persons from my conference suffer the lack of tact and respect from this hotel. I really do not recommend It is pretty difficult and expensive to fine a hotel Friday in Acapulco.

This place was better than I ever expected! I was really worried from mixed reviews prior to when I went, but my god, I worried for nothing. It was brilliant! Everything went well! I'll go into it all for those who are as nitpicky as me about knowing everything before travelling:

My two friends and I went during Spring Break and we booked through mexican hotel-booking websites, it's MUCH cheaper. We got an airport-to-hotel pass for 8 USD each, cuz taxies are like 45 USD to the hotels. Check in was super easy and that feeling of seeing the lobby and the pools for the first time was amazing! We got an ocean view room without even asking for it and the view was soo picturesque. Sometimes the elevator was a tad slow, but no biggie. There are 2 adult pools and a child's pool which has a swim up bar next to it. At night there are tiki torches, tropical birds calling, waves breaking, music in the distance, and great places to eat. The hotel literally ends where the beach begins too! towel cards allow you to use towels and exchange them for clean ones anytime (before 6 pm). Cabanas are very recommended (they are 20 USD but they give you 15USD worth of drinks, so they're technically 5 USD). They're for the entire day, include 2 hammocks, two chairs and waiter service. There are also fewer beach-sellers here than elsewhere. My friend did the spa and she said she loved it (it was 240USD including tip and she was there for like 5 hours). They have internet downstairs and a decent concierge. They do speak English too. The maid service is AMAZING! They do everything, beyond what you've ever seen, so we gave lots of tips. THey're always cleaning too. Taxis are always outside fighting for your attention so bargaining is not a problem. the shower is a little weak, but I didn't find it too bothersome. I didn't think the beds were hard either (according to previous reports). I slept extremely well. Even though it was spring break there were not boisterous and loud people, no parties at the pool, etc.

I hope this was helpful. I'd love to be of help to anyone considering the Emporio or acapulco. I understand how frustrating it is to be a tourist :)

This was our second stay at the Emporio and once again the hotel was great. We requested a room with a king bed but received a room with two doubles. We went down to the front desk and were told we would be moved the next day. The next day when we asked about the new room we were offered a queen bed or we could wait until the next day for a king. We opted to wait and were moved promptly.
The rooms are large and very clean. We saw a difference in the staffing from our last stay( there seemed to be more management visible). We were told that the hotel has once again changed ownership. It looks like it may be a good change.
the adult pool is the key reason we returned to the Emporio. Kids are great (got three of our own) but the quiet at the pool made for a more relaxing vacation.