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Review summary
H10 Hotels has room for improvement based on customer feedback. Customers particularly appreciate service and professional, though some mention concerns about customer service and expensive.
I am a Premium Travel Club member, under the Privilege banner, DO NOT BUY., NOT WORTH THE MONEY… I am EXTREMELY disappointed at the this service. I called to book on a Friday was told lots of room, however agent said to book Monday, as a promotion was going on. Wow great I thought. I called Monday and all of the sudden everything was booked.
I brought the issue to H10 Jamaica (point of original purchase) they gave me an “exception” however my guests were given a 20% discount. I have only used this in Jamaica, was in disbelief of this treatment.
This product is NOT WORTH THE MONEY.
I REGRET MY PURCHASE.
Very Disappointed – H10 Failed to Deliver on Their Promises
We stayed at an H10 hotel with high expectations. About five weeks before our departure, we were informed of renovation works—which we appreciated. However, our booking had been confirmed and fully paid four months in advance, at the full rate. H10 assured us they would “do everything possible to ensure a pleasant stay” despite the works.
Unfortunately, they did not deliver on that promise.
We did not receive the seaview room we had booked. The restaurant was reduced to a temporary buffet in an uninspiring space. At the pool, even a small ball was forbidden—hardly relaxing or family-friendly. Worst of all, the reception staff included someone who was arrogant and dismissive, setting a poor tone from the start.
After our stay, we contacted H10 multiple times to seek a constructive solution. All we received was a generic reply offering a 10% discount on a future stay—on the condition that we book again and spend more money with them. That’s not a sincere gesture of goodwill; it feels like a sales pitch.
We had expected a professional and customer-focused response from a brand like H10, but instead, we feel ignored and disappointed.
I cannot recommend H10 based on this experience, and I believe other travelers deserve to know how such situations are handled.
Because we were celebrating a special occasion we booked 'suites' in the supposedly 4 star Lanzarote Princess hotel. Unfortunately the rooms were very basic. Then we found the family suite entailed my grandchildren sleeping on a settee and folding bed respectively. I reported this to the Jet2 rep but she showed me the small print on line which said this was standard and there is no legal definition of a suite. I have stayed in a number of 4 star hotels and the beds and bed linen are usually of a good quality. In this hotel they were of the standard of the 2 star self catering apartments we used to stay in. The duvet covers were open down both long sides, only kept shut by press studs which were few and far between resulting in my feet getting tangled in the quilt each night and the pillows were lumpy. There were water bottles in the room on arrival but these were never replaced as they have been in other 4 star hotels. The shower cubicle had mould on the seal and the cubicle wasnt cleaned till at least the 5th day. I also dont think the bed linen was replaced till the 5th day either. We had an enormous cockroach in our bedroom which I reported to reception and she said someone would go out straight away. The bar staff were good although they added great quantities of sugar to every cocktail (hazardous for a diabetic, I had some amazing spikes in my blood sugar). The food and restaurant staff were excellent, the only part of the hotel that was 4 star, plenty variety especially of fish and meat. When someone expelled faeces in the swimming pool they fished it out with a net and were very slow to alert and clear the pool, probably taking at least 15/20 minutes and then reopened it again in 2/3 hours when I'm sure there were still 'solids' visible on the bottom of the pool. So one star for the restaurant/food, and one for entertainment/kids club. The pool would have got one if they’d closed and cleaned it properly after contamination as it was a great design and lots of fun for the children
I have never felt more disrespected as a customer. In short, H10 prioritized money over a lifelong customer and any future stays as I will go out of my way to avoid this Hotel and Company.
I am from the US and was supposed to go to Spain June 15th with friends and family from Tel Aviv Israel. We were supposed to stay at the H10 Croma Malaga (looks beautiful but unfortunately I'll never see it). We were going to Madrid, Granada, Seville and Malaga. Due to the recent conflict with Iran, they are unable to leave the country and everything was canceled. I booked non-refundable rates (I fully acknowledge this) however I did this for all of the 5 hotels I booked across Spain. EVERY SINGLE hotel, trip provider, etc. was more than accommodating in moving my reservation to August….except H10 who is arguing and saying that the “regrettably these external factors were already present at the time you made your booking, and yet you freely chose a non-refundable rate, accepting the risk involved, and benefiting from a more advantageous price than the flexible rate.” Basically because Israel is always in conflict, this is my fault. This is an incredibly ridiculous take on the situation as I booked weeks before the bombings occurred on June 13th.
All I wanted to do was move the reservation. I even offered to pay a fine and upgrade rooms during an upcoming trip in August. Gloria from the reservations department of the hotel was extremely confrontational and had absolutely no desire to help me whatsoever.
Once again, I understand things are non-refundable, all I wanted to do was move due to the bombings in Tel Aviv as I would be in Spain by myself if I didn't. I'd also like to reiterate that 4 other hotels (all non-refundable) were more than accommodating (Pinar Plaza in Madrid, Escudo del Carmen in Granada, Hotel Casa 1800 in Sevilla, and the Westin Madrid Cuzco). H10 prioritized their 850 Euros over a lifelong customer. I will never stay at a property owned by this company.
He estado reiteradas veces en las Islas Canarias y siempre he confiado en la cadena H10, alojándome en varios de sus hoteles, como H10 Meloneras y H10 Princess. Pero esta última experiencia en H10 Rubicón Horizons Collection ha sido una auténtica decepción y una pesadilla.
Durante mi estancia del 31 de mayo al 7 de junio encontré cucarachas en dos ocasiones, la primera cerca de las 23:00h justo cuando iba a acostarme, y la segunda el último día en la habitación a la que nos cambiaron. La gestión del hotel fue lamentable: no me ofrecieron un cambio inmediato, tuve que llamar para pedirlo, y el servicio Privilege que nos “regalaron” como compensación fue un desastre, incluyendo tener que reclamar dos veces para que repusieran el minibar.
Por la segunda cucaracha, nos ofrecieron la devolución de una noche a cambio de firmar un papel (sin base legal) que nos prohibía reclamar después, algo indignante e injusto para un hotel de 5 estrellas. Además, he intentado contactar directamente con la cadena H10 y todo lo que recibo son respuestas que solo pasan por el hotel, sin ninguna solución real ni atención directa. Por lo que, por actuar de buena fe y no aceptar el dinero de primeras por querer hablar con H10, he perdido el dinero que me correspondía por el incidente.
No volveré jamás a un hotel H10 ni lo recomiendo a nadie. Esto no es el trato que uno espera en un cinco estrellas. Que tomen nota y mejoren YA, porque esto es inaceptable.
Nous avons séjourné dans cet hôtel pour des vacances tranquilles, et nous en repartons avec un profond sentiment d’injustice et d’humiliation.
Dès le début, plusieurs problèmes :
• Nourriture de qualité médiocre, très répétitive et sans goût.
• Service absent, personnel peu disponible sauf quelques hôtesses très aimables.
• L’eau est payante au restaurant, même en demi-pension — aberrant.
• La salle de sport est inutilisable à certains horaires sans que cela soit communiqué clairement. Une simple tentative d’accès a provoqué une menace d’expulsion de la part du manager.
Le management est agressif, autoritaire et humiliant. Nous avons été menacés, accusés à tort, et poussés à accepter un départ anticipé contre un remboursement sous pression. Aucune discussion possible : l’intimidation est leur mode de fonctionnement.
Le fer à repasser demandé plusieurs fois n’a jamais été fourni, car “il n’y en avait pas assez”.
De plus, le comportement du manager et sa proximité personnelle avec une employée impactent clairement les clients — ce qui est inacceptable.
Le personnel discret m’a confirmé que ce genre de comportement discriminatoire n’était pas une première.
Nous sommes venus en tant que clients payants, pour passer des vacances, pas pour être traités comme des intrus. Ce que nous avons vécu est grave, injuste et humiliant.
Je déconseille fortement cet hôtel à toute personne souhaitant du respect, du calme et un minimum de professionnalisme. Passez votre chemin, même pour quelques euros de moins.
Terrible hotel in Playa Blanca Lanzarote, stayed last August and quite frankly the worst holiday I have ever had. Abysmal food, poor service, dirty and rooms from the 70’s. Absolutely no positive comments to make!! Didn’t use half board, let alone upgrade to AI!!! Never seen a 4 star!!!
Me llamo Arminda y nos estamos alojando en el H10 Taburiente Playa desde el domingo hasta este viernes. Somos tres adultos y un niño, alojados en dos habitaciones. A nuestra llegada, Juanfra, en recepción, nos atendió con muchísima amabilidad. Gracias a él, pudimos instalarnos en habitaciones cercanas, ya que inicialmente nos habían asignado distintas plantas. Su disposición y atención marcaron una gran diferencia en nuestra estancia.
Finalmente, optamos por el régimen de todo incluido, aunque no lo hemos aprovechado mucho porque hemos pasado los días conociendo la isla. Sí hemos desayunado y cenado en el hotel, y en general, la comida ha estado bien, con un bufé variado, aunque algo más limitado en comparación con otros hoteles de la misma cadena en los que nos hemos hospedado.
El personal ha sido muy amable en general, y queremos destacar especialmente el trabajo del personal de limpieza, a quienes les damos un 10: nuestra habitación ha estado siempre en perfectas condiciones, limpia y bien cuidada, algo que valoramos muchísimo.
También queremos señalar que el trato recibido por parte de las chicas en recepción la tarde del miércoles 4 de junio fue bastante decepcionante. Nos parecieron poco cordiales y con poca disposición para ayudar; en caso de no conocer alguna información, sería ideal que consultaran con un superior antes de responder con poca amabilidad. Fue un contraste notable con el resto del personal.
Afortunadamente, nuevamente Juanfra nos ayudó con nuestras dudas y solucionó la situación de forma impecable.
Como punto final, aunque no contaremos con una habitación de cortesía antes de nuestro vuelo de la tarde (lo cual nos ha resultado algo incómodo), el hotel nos ha ofrecido la posibilidad de ducharnos en un espacio común, lo cual agradecemos.
En general, ha sido una buena estancia gracias, en gran parte, al personal atento y al encanto de la isla.
I booked a 2 night stay with the H10 Art Gallery in Barcelona this May. I made the booking last July but unfortunately due to my Wife's sudden medical issue we had to cancel. I paid last July for the full rate which allows 100% refund up to day before arriving so I contacted them in April to say we couldn't go. They said they would arrange a refund. I paid by Credit Card and expected a full refund. They then made some excuse that they couldn't refund to my CC and had to credit my bank but with all the charges. I disagreed to the charges but they keep making excuses nearly 4 weeks later I still have no refund. The Manager at the Hotel keeps blaming his Corporate Head Office but they don't make the refund.
I judge a Hotel chain not only by the actual experience but issues like this and they are keeping hold of our money. Now my CC company is chasing them - BEWARE!!
Stayed at H10 Atlantic Sunset in Tenerife for a week with kids. Sold as 5 Star however, it should not be 5 Star. Facilities are 4 Star level however service is 3 Stars at best.
Contratamos la membresía en la que nos ofertaban 7 días gratis en un hotel, antes del año tratamos de reservar está semana y no se podía, después cuando volvimos a intentarlo y nos dijeron que quedaban solo 4 días porque había que reservar 6 meses de antelación y que el plazo máximo era de 24 meses. Total que reclamamos, tardaron en responder tres días y ya nos quedaba 1 día. Por esta tontería decidimos cancelar la membresía aún perdiendo la primera inversión de 3.000 dólares. Es increíble que pierdan clientes por esto...
Vi var der en uge i april 2025 .Hotellet var ok rent ,slidt og brugt men det værste var maden ,aftens maden var næsten uspiseligt koldt smags løs virkede som om det var varmet fra dagen før / virkeligt dårligt ,kommer der aldrig igen
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