Acapulco Hotel in Benidorm

Firstly may I say that the hotel building is ideally located on Poniente side of Benidorm.

I had a late flight so didn’t arrive at the hotel until 23.45.

When arriving at the reception there was indeed a language barrier as the receptionist didn’t speak English. (Yes I am fully aware that I am in Spain and happy to accept that they should not be expected to speak English in their country) however it did make it extremely difficult for communication and when speaking to my travel agent, they agreed that this was an issue.

What made this difficult was that the receptionist persistently asked me for a “voucher” which I presented to him but for som reason didn’t seem to be acceptable.

As well as this they kept my passport until the following morning. The hotel should not be allowed to retain your passport but only take a copy. If I was to be asked for ID by the police and I am not able to present this, I could be fined. I had to leave the hotel to eat something after the long travel. What also wasn’t fair was to be told to return at 8 am in the morning to resolve the issues. After a long day of travelling, the last thing I want to be doing is have to get up early, I would’ve preferred to have had a longer sleep.

The room I had booked with the travel agent was a double room for single use, however I was given an “accessible room” which is not what I had booked and wasn’t very practical for myself but there were no other rooms available until Sunday as they were fully booked.

On top of this, there were problems with the room itself too. Unfortunately it won’t allow me to post videos but the noise was that loud it sounded like it was in the room itself. It sounded like a huge amount of water releasing and flushing. I mentioned this to the receptionist and she said she would send technician. The issue persisted until I was able to change rooms on the Sunday.

Sunday I awoke to the same noises and a pool of orange water by the door and the noise was still happening around every two minutes. In my view this room should not have been sold or made available.

The reason I didn’t give this a 1* is because when I did move rooms on Sunday. The room was beautiful, no issues other than the air con which didn’t seem to cool the room.

Personally I feel I should be refunded for the 3 nights I had to endure such a poor room.

Pool area was beautiful too. The hotel is just lacking in some areas. To the lady on the reception who changed my room on the Sunday morning and to the receptionist who handed me the new keys, they were both very apologetic for the experience and very friendly, so thank you for that.

The experience was terrible. From the moment we arrived until we left, we were treated like rude people and were impolite, when at no point was that the case. We arrived early and were told our rooms wouldn't be ready until 3:00, which was late on their part. The buffet was more like a minus 10 because it's indescribable: little food, bad taste, dirty dishes, a tiny dining room for all the people staying, endless lines... The air conditioning isn't turned on in any room; according to reception, they turn it off because it's not hot; it was 30 degrees, and they didn't think it was hot. The hotel employees were unfriendly from check-in to check-out. They had bad expressions, rude, and condescending responses. According to them, we were disrespectful, when it was proven, by the employee himself, that this was a lie. We don't disrespect anyone; we are polite people. They gave us a room so we could all gather together and hold a contest, with no time restrictions, drinks, etc. At 12:00, an employee arrived, and instead of explaining that due to the time, we had to finish and leave, he initially closed a door and didn't explain anything until we asked him if we had to leave. He immediately became agitated, saying that yes, we were being disruptive, that we had disrespected several people, including his colleagues (which we asked for an explanation, but he didn't give us because it was a lie), and a thousand other things that weren't true. He became agitated for no reason.

In short, we believe that at no point did we behave badly as a group, since we're used to staying in many hotels, and no one has treated us in such an inappropriate and unjustifiable manner. We'd appreciate it if you weren't going around rambling about our behavior that isn't true, because you're supposed to be professionals and hard workers. For our part, we can't say anything else, or anything good, about this hotel.

The best thing about the hotel, without a doubt, is its location!

Strategically located near a Burger King and a Popeyes, for when you're still hungry from the poor quality of the hotel buffet. Or when the waiters kick you out, taking your plates away even when you haven't finished eating. Understandable, on the other hand, if we consider that the dining room's capacity is tiny compared to the number of guests they can accommodate, and of course, they have to clear out the rooms because otherwise, they won't fit everyone.

I also recommend going from November to February, because the rest of the year you're likely to suffer from heat exhaustion, since the air conditioning stops working at 8 p.m. if the hotel deems it necessary. In my case, it was 30 degrees the weekend I stayed here. But since it's not summer, according to their criteria, it wasn't necessary for us to have the air conditioning on past the hour mark.

And that's not even worth mentioning the staff's treatment. I don't want to generalize because there are certainly wonderful people working at this property. The shame is that I encountered the complete opposite. Courtesy and politeness were conspicuously lacking.

In short, if you have a friend you secretly dislike, 100% recommended!!!

Very small individual rooms, without adequate air conditioning, air conditioning regulated automatically, sometimes making it impossible to stay in the rooms (sauna). There is no place to store luggage, entrances and exits are very complicated. Food not very varied and poorly prepared. Very small pool, only with sun between 12pm and 3pm and no entertainment for children and little for the elderly. Little entertainment at night. Unreceptive reception. Good room cleaning and good internet signal.

𝑷𝒆𝒔𝒊𝒎𝒐 𝒎𝒖𝒚 𝒎𝒂𝒍𝒐 𝒚 𝒏𝒂𝒅𝒂 𝒓𝒆𝒄𝒐𝒎𝒆𝒏𝒅𝒂𝒃𝒍 𝒆. Bathrooms without towel rails, without support shelves to put your toiletries, sliding shower tray, not recommended for IMSERSO people, very slippery, I ordered a bath mat and I'm still waiting for it, in a week the safe was locked twice and 1 the door, the Buffet is very very fair and very average, they have a lot to improve. I do not recommend this hotel to anyone, IMSERSO should inspect this hotel and look at the reviews posted by the public.

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