H10 Hotels
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Treated like second class customer and very bad holiday experience at the H10 Punta Negra
I would like to share the most painful holiday experience that I’ve ever had, with last minute.com, and the very very bad customer service that we received both from last minute.com and from the hotel we stayed at, the H10 Punta Negra in Majorca. I did some research online for a Couple of weeks before booking Via last minute.com, and chose the hotel and that provider as they offered an all Exclusive package that we thought would be easy, relaxing, and would keep the expenses under wrap. When we arrived at the hotel we had the very unpleasant surprise to be told by the hotel that they provided half board only and could not provide all inclusive. The Assistant Manager said we were last minute.com customers and therefore had to sort it out with our holiday providers. Really? Despite my argument that we were effectively their customers too, and now thousands of kilometers away from home so difficult to sort out. Needless to say that ruined our first day trying to speak to the Managing Director of the hotel who kept us waiting for a while whilst my 2 year old was desperate for his nap. He was very nice to us but did not offer any solutions, though he mentioned they could do a discount on food during our stay which he later declined. Eventually we managed to speak with last minute.com at around 1600-1700 that day through hotel landline, to be offered a compensation of £500 or move to another hotel all inclusive that night having to pay any difference of cost ourselves! The operation would have taken at least an hour just to identify a hotel available for the rest of our stay, packing and driving for no idea how long with a tired 2 year old before even having dinner to get to an unknown and not chosen by us location. appealing, right? Nearby was Magaluf on one side (not with a toddler thank you) and Palma on the other side, not at all what we wanted as wanted to be by the sea but close enough to amenities and the city. Needless to say the prospect was not appealing and we felt we were being treated so badly. After asking to speak to a manager I was called back by a Very abrupt manager at last minute.com who basically said they would not increase the £500 compensation despite my explanations that it wouldn’t be anywhere near what a family of 3 would have to spend for 7 days for lunch snacks and drinks which is to be expected in an all inclusive. The customer service was absolutely shocking despite being the victims of their errors not ours. I should also say that the main dishes at the hotel were in the region of £30, so it didn’t seem reasonable at all. Exit the easy all inclusive family holiday and the peace of mind! Exit my dignity too as we were treated so badly as clearly second class customers and had to chose to stay (not much choice?) exit the relaxing holiday as we had to find lunch arrangements and go out most days for lunch and walk for a while or take the bus. Most importantly is that right to book a holiday package from your cozy home, only to realize you have been completely deceived when you arrive And nobody really apologizes or finds a solution for you?? Last minute.com and the H10 Punta Negra hotel refused to speak to each other at my suggestion, trying to find a solution for us the customers, and we were completely let down due to their fault of apparently wrong advertisement. When I explained that I had to pay a premium on the website to have the all inclusive package, the abrupt manager at last minute.com dismissed it saying this was the maximum compensation regardless take it or leave it , and the hotel’s assistant manager said this was the price their customers pay for half board (again, really?) What a horrible holiday because of last minute.com and in fairness because of the H10 hotel too. Despite us trying to make the most of it afterwards we didn’t feel welcome in the hotel, and the advertisement on last minute.com was very misleading too advertising for a spa with a big pool for instance, where there’s only an indoor pool and a separate underground massage room in a separate building! 3 restaurants were also advertised, but only 1 restaurant was open by service so there wasn’t any choice at all. The icing on the cake was midweek when a corporate function was held under our bedroom windows at The hotel until about midnight!! I phoned reception at about 2200 when a guy started a very loud speech in a microphone, (banging music in the background) explaining I had a toddler who was trying to sleep- no sorry, no apology, just ‘oh it’s our annual corporate so and so it should be finished in an hour’ (emphasizing this as if we were meant to understand that they were way more important than is and the other regular customers in our building having paid for a full week and trying to sleep) The whole time, we have been made feel like second class customers both by last minute. Com and by the H10 Punta Negra, for a near £4,000 holiday hotel + flights but really cost us around £1,000 more despite the so called compensation. Shocking shocking shocking!!! Will not recommend and will not use again either the H10 Punta Negra or last minute.com unless they compensate us properly and present us a heartfelt apology for the situation they put us in and the very bad way that they handled it thereafter.