CALINDA BEACH

Very good service, the food and drinks were very good.

The hotel has a very good location and good facilities. However, unfortunately, the service and, above all, the attitude and disposition of some staff members make you end up with a very bad taste in your mouth. I want to start by saying that I perfectly understand that Acapulco is still going through a recovery process after Hurricane Otis. I know that rebuilding and returning to normal does not happen overnight, and precisely for that reason I think it is worth sharing this review from a constructive perspective and with the intention that the hotel can continue to improve. During our stay at the Hotel Amares there were several people who really made the difference because of their kindness and service attitude. I want to especially recognize Elizabeth, the hostess at the Bahía restaurant, one of the receptionists, and the young lady who prepares the eggs and quesadillas. All of them were very kind, attentive, and had an excellent disposition. That type of service makes one feel welcome and is something worth recognizing. However, we also found some aspects that I consider important to improve: Service at the Bahía restaurant: during breakfast, some of the waiters seemed annoyed or unwilling to help. On one occasion I requested a glass of water and it took them quite a while to bring it, so I finally had to go up to the lobby bar to ask for it. I understand that there may be few staff members and that they have a lot of work, but it could be a good alternative to leave pitchers of water available so that we guests can serve ourselves, as is the case with milk and juice. Beyond the wait, what is uncomfortable is requesting something and receiving it after a long time and with an unkind attitude; as a guest, that can make you feel uncomfortable or even bad for having asked for something so basic. Egg and quesadilla station: on Wednesday, August 19, the person who was attending this station was constantly exasperated and seemed to have difficulty organizing requests when there were several guests. This ended up being reflected in their treatment and made the service unpleasant. Perhaps it would be good to reinforce training or the organization of this area during times of higher demand. Room cleaning: I think this is a point that definitely needs more attention. Upon arrival, our room did not seem to have been swept properly; we found hair and sand. Additionally, during our stay they left us a towel that had what appeared to be bodily fluids. I do consider that this should be reviewed with special care, because the cleanliness and condition of the towels are basic aspects that we expect to find in a hotel. Elevators: it would be important to check their operation and efficiency. During our stay they took quite a while to arrive, which becomes especially uncomfortable considering the number of rooms the hotel has. Valet parking: this point deserves special attention because we had more than one situation related to the service. Initially they told us that there was only one person in charge of valet parking for the entire hotel. In our case, we waited around 30 minutes for them to deliver our vehicle. Considering that the hotel has 359 rooms and that this service has an additional cost for the guest, I think it would be important to find a way to speed it up. But on Thursday, August 20, we had another mishap related to parking, and this second experience allowed us to realize that, although there are apparently several valet parking staff members, the operation is not working efficiently. The area designated for drop-off and pick-up is constantly obstructed by parked vehicles. The valet staff themselves receive the cars and mention that they will park them later, but in the meantime the vehicles remain blocking the area, making it practically impossible to leave the hotel. In our case, we had to wait again for approximately 30 minutes just to be able to leave and go eat. It is a truly frustrating situation and, honestly, very uncomfortable for the guest. I believe that there is a significant area of opportunity here in the organization and supervision of the valet parking service. After experiencing it on more than one occasion, it does not seem to be just a problem of lack of staff, but of coordination and having someone responsible for ensuring that the drop-off and pick-up area remains clear and that vehicles are removed in a timely manner. My intention in sharing these comments is not simply to criticize the hotel, but to point out concrete areas that I believe can be improved. The context of Acapulco is complicated and I understand that the recovery process continues, but precisely for that reason I believe that taking care of the guest experience is even more important. The hotel has a good location, facilities that have a lot of potential, and people who demonstrate that it is indeed possible to offer warm, friendly, and attentive service. I hope that attitude can become the constant for the entire operation, because in the end the facilities can be good, but the guest experience depends to a large extent on the people who serve them. I sincerely hope that these comments are taken as an opportunity for improvement. Amares has a lot of potential, and with some adjustments in service, cleanliness, and operation, the guest experience could improve significantly.

Very well located. Very good attention from Pedro, Fernando, and Elizabeth. Room with a balcony and ocean view.