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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.
We stayed at the H10 Las Palmeras in Playa de las Americas in Tenerife. We booked the Privilege package along with breakfast and evening meal. We were not disappointed. Our room was amazing overlooking the pool area and the beach. The hotel was spotlessly clean and we had no need to complain to the reception staff as nothing went wrong with anything in the hotel.
I would thoroughly recommend taking the Privilege package as the use of the private sun deck area with comfortable sun beds,tables and sun brollies and the Jacuzzi was fantastic. The lounge was open from 10-8 with a coffee machine, tea making facilities, abundant spirits, full fridge of bottles of wine, beer, water, soft drinks of all types available to take what we wanted throughout the day. Twice a day the food was changed which were fresh rolls and a sweet option and then later pizza slices were brought along later on in the day with a different sweet option.
All in all I would thoroughly recommend this hotel. It has 3 fantastic pools,ample sun beds and sunbrollies, a large undercover bar area which served food and these areas were spotlessly clean.
There are lots of bars,shops,restaurants and designer shops around the hotel. So lots to do out of the hotel.
Maybe ask for a room at the back of the hotel looking onto the pool area as the rooms looking over the road at the front may tend to be a bit noisy due to the fantastic Irish bar just below the hotel.
H10 Conquistador, Playa de Las Americas, Tenerife - Fabulous staff, excellent service & food, beautiful views
My second stay at the H10 Conquistador, the first was end of January to beginning of February & I couldn't wait to go back so booked again the next month & it was even better than the first time. It was so lovely to receive such a warm welcome back. The sea views & location are fantastic. The staff are wonderful & made me feel like family. I wish to thank all the staff who made my stay an exceptional one, especially Luc, Jade, Anastasjas, Sandrine, Enea, Laura, Luna, Jose, Natalie & Tommy (Reception staff), Jose Ramon, Luciano, Jessica, Patricia, Natalia, Padilla, Sebastian, Diana, & Adriana (Lobby Bar staff), Israel & Ayoze (Porters), Rachel, Miguel & Miguel, Alessandro & all staff (Buffet restaurant), Rodolfo, Pedro & Elia (Japanese Sakura restaurant), Raul & colleagues (Hotel Security), Rita & colleagues (Spa staff) and the lovely ladies who cleaned my room. My apologies for not getting everyone's names but every staff member in this hotel made my stay an amazing experience. The food here is excellent & I was spoiled for choice. The spa is a divine experience, which I used nearly every day! The hotel is located close to everything you could want for a fabulous holiday, with the beach, shops & restaurants just around the corner on the Golden Mile. I highly recommend booking this hotel and can't wait to go back, hopefully in the Autumn. Definitely sign up for Club H10 !
The only negatives I have are that the gym is way too small for the size of this hotel and badly needs more equipment and free weights, with only one set for everyone, which is not ideal having to wait to use the dumbbells & machines. The rooms are great but could use an update & newer furniture, and some double beds instead of only single beds pushed together. It would also be great if there could be music on a Friday and Saturday night in the bar, even if it's through a speaker system, for those customers who don't want to attend the shows outside and want to have a wee dance inside. Who doesn't want music on a weekend night ?😊
Thanks a million to all the staff for another exceptional stay with you all and I look forward to seeing you again soon. xx Kaz Svan
We are disappointed with the H10 Playa Melonares this time. We booked in january for 9 days in the first week of April 2025.
At the time of booking—when we paid the normal rate—there was no communication about the renovation. The hotel also refused to confirm when the renovations would take place. So we booked and payd also our flights.
Not ontil the 19the of february we got a mail that the renovation woult start on the first of april but then is was too late to cancell all the reservations we made.
As a result the main restaurant is closed, forcing guests to dine outside and having breakfast outside bij 16 degrees with a coat on. There were heaters but they weren't put on then. Additionally, the food selection at dinertime is significantly reduced, and the way it is presented gives more of a camping experience rather than that of a 5-star hotel. The main pool is closed, and while sun loungers are available in that part, it is often impossible to relax due to the ongoing construction work.
The staff remains extremely friendly, but had we known about this at the moment we booked the H10 and our flights in january, we certainly would not have booked.
We definitely didn't signed up for this.
However based on the wonderfull other holidays at this H10 we'll come back later this year and we trust that it will be as good as previous years.
Privilege guest relations is very disappointing with NO FOLLOW UP
We have just come back from the H10 Rubicon Palace in Playa Blanca. We had a lovely holiday but severely disappointed with the privilege guest relations who made no effort to follow up when we had two problems - firstly 3 staff members in Dolce Vita restaurant who were quite rude and ruined a lovely evening. Absolutely NO FOLLOW UP is unacceptable especially in a 5 star hotel. Second complaint was a damaged patio chair which had pinched us when sitting on it and nothing was done to replace the chair for the last 5 days of our holidays. Very disappointing privilege Guest relations department
I have been trying to get in touch with someone of authority regarding my stay at the Ocean Maya Royale - an H10 property in Mexico, where I had a serious accident due to their negligence. Nobody has returned my calls/emails/letters. The only response I received was to a review I left where the guest services manager offered me a complimentary upgrade on my next visit. I have reached out through the H10 website as well, and still no response. PLEASE let me me know who I can speak with and provide a name and phone number or email address.
I have been trying to complain about my stay at Timanfaya palace Lanzarote and I was treated with such disrespect there from the staff. I am disabled and they did not help me at all. Now customer service have not replied to me. I've sent several emails
I have great concerns about my stay and need to be listened to. I would not recommend them at all for customer service
Stayed a H10 Ocean Dunas Corralejo in January 2025.
Good room, clean hotel, staff in reception and restaurant friendly and efficient. But, the evening menu was a set menu and didn't vary other than the odd special. Eating at hotel was a let down.
Have stayed in Corralejo several times and will return, not to this hotel though, back at our usual hotel, not as highly rated in the brochure but much better in comparison.
We've just spent 7 nights at the vastly overated Rubicon Palace in Playa Blanca. The holiday started with a one hour check in procedure. No reasons why, or apology. Just a glass of cheap Cava! Very poor room service. Room never cleaned as such, just used items replaced, supposedly. Had to ask repeatedly for tea and coffee to be replaced and towels. Service in the dining room was poor generally and on one particular night, abysmal! Very disappointed overall and won't be recommending to anyone.
I have been a loyal customer of H10 Hotels, more specifically using the Privilege service, for a decade, and have not stayed with any other hotel brand/chain for that period. I've been so loyal, in fact, that I have been Grand Class for many of those years, and built up some incredible personal relationships with staff members at hotels, even up to director level; and a plethora of other loyal customers who I would see year in, year out, at the hotel(s).
Quite a number of the hotels I have stayed at have been excellent; some have been below par, and some have been OK. You should be able to step out of one H10 Hotel and into another, without feeling much of a difference, but you cannot. Staff retention has become awful, and the consistentency with service is poor.
The one thing, however, that has made me make the switch to Barcelo, as I am a loyal customer as long as I feel it is necessary to be, is cost. The needless changing of certain hotels to the new "Horizons Collection" and ramping up the cost, is ridiculous. How a company can now charge over 700 euros per night for a room, on the same dates that have been booked previously, and that used to be 289 euros per night POST pandemic, is beyond me. The problem is not affordability for me personally, it is the sheer greed.
Not that they will care, but H10 have lost a loyal customer; a customer who has accrued tens of thousands of loyalty points, and been Grand Class status for most of the time they have been a customer, as mentioned.
Barcelo offer a very similar, modern product with Royal Level, for approx 60% of the cost. I used to ask myself "Why wouldn't I book a H10?"; now I'm asking myself "Why would I book a H10?"
I sincerely hope Jordi does actually see this, and sees that the company are alienating loyal customers. Change is needed.
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