Don't go to this hotel. We made reservations in September for December 2023, and we had to cancel our reservations because of the hurricane. After six months, we are still waiting for our full refund. They keep telling us that their systems are still not fully operating, but they do not want to reimburse us for the money they owe us. Horrible experience! I will never pay in advance. This hotel is not honest and does not want to refund our money. Do not make reservations at this hotel!!!!

We had a great time at the Princess Mundo Imperial. Marco at Chula Vista was phenomenal. He is personable and very accommodating to our needs for breakfast. He made our breakfast experience better than any other server there. If you go there for breakfast, ask for Marco and you will not be disappointed.

Santos is the best host to our table! I can’t express how much I appreciate his work, dedication and attention on our table. I appreciate all his love and attention to all of my guest and table who were here he went above and beyond.

Santos was excellent during our stay he went above and beyond through our dinning and I appreciate all of his attention through our wonderful experience. Thank you so much for this it was what we needed!

i have been to many hotels over the years, but never have I experienced anything like the Princess in Acapulco. The worst customer service, and they charge for everything. No important infos given at check-in, they just try to selll you the most expensive package and then let your figure out everything else (where the towels are, the restaurant opening times, the gym, spa, etc). The property is huge and not even a map or explanation of where what is is given at check-in (neither in the room). It’s a beach hotel, but you have to pay 380 pesos to be be allowed to lay under one of their papalas, on an old, very uncomfortable beachchair with no cushion whatsoever = a beach hotel that charges extra for the beach, what a joke! We were there in low season, but were sold the all-inclusive package, praising all the 10 restaurant options they have available at their hotels (Pierre, Palacio, Princess, all of Mundo Imperial, 15 minutes apart by car). It was never mentioned that all besides 1 restaurant per hotel per night will be open in low season. So we paid to have a wide range of choice for our dinner (meat, sushi, italian, etc) but only the mexian restaurant was open in the night. Mind you, they have a card of 10 dishes, of which 5 are not included in the all-inclusive package! If we did not want to eat one of these 5 dishes, we had to go to another hotel or buy something from outside. Even with the all-inclusive package, they charge you 200 pesos for room service. The ‘sub gerente’ named LUZ was the nastiest person I ever encountered in a hotel. No way of resolving anything, very rude and fighting with the guests. Who does that? Clearly no education in customer service. So, stay clear of this hotel if you are trying to relax and have a nice holiday.. no wonder there are no international tourists anymore in Acapulco. Thank you for nothing, Princess!