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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 just got back from Barcelona and stayed at the H10 Madison, the hotel was fantastic, very clean, great service and its rite where you want to be in Barcelona. Naima and Guillermo were so helpful and gave us so much grate information and advise what to see in this wonderful city
Unfortunately our trip to H10 Atlantic Sunset was a disaster.
The first night of our trip we encountered our bathroom to have a major leak of toilet water all over our belongings.
As everything was taken away to be cleaned we moved to another room, where we did not have any cosmetics at all (toothbrush, toothpaste, hair gel, aftershave) things to make you feel better and ready to enjoy your holiday. Also my suede boots for night time wear, unfortunately encountered the major leak.
It was a shame that all contact was over the phone with managers and guest relations - nobody ever visited me to apologise.
Day 3: no update, no cosmetics and no shoes!
Leaving day: received cosmetics but Dior Sauvage was stolen, plus my suede boots were nowhere to be seen.
I’ve got to say do not travel to this hotel at all, they do not enjoy the company of English people and made my time their so bad. Plus I am £400 out of pocket from my missing valuables.
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.
H10 Casanova in Barcelona is a brilliant hotel with fantastic facilities and modern rooms. The staff were helpful and nothing was a problem. Brilliant location in Barcelona! I would 100% recommend if staying in Barcelona, there were a few other H10 hotels I noticed and they looked lovely with modern facilities.
Stayed in H10 Mediterranean Villagein Salou. Our room was directly above the restaurant and from 6:30am all you can here is the room being prepared and then breakfast starting. This goes on until 10:30am. The room was also above the kitchen back door where staff smoke and chat until after midnight. I know from other reviews this is an issue however, when complaining they denied it and said they've never heard of this issue before. Shocking customer service and quite rude on the phone, they refused to escalate complaint and hung up on me.
I stayed at the H10 solaris salou wow well done hotel was fantastic restaurant was 10 out of 10 allt he staff from our arival includind the room maids everyone entertainment was outstanding i will be looking forward to returning
I was on holiday at H10 Tindaya hotel in Costa Calma Fuerteventura from 25 August to 4 September 2019. My experience there was excellent the hotel was massive and wonderful.
The first night we arrived very late the reception did welcome us explained everything in details and offer us a late meal. The hotel seems to be very clean and tidy everywhere, the room we’ve got was cleaned every day and it had a beautiful outside view. The food and drinks was brilliant as you have got plenty of choices there,the other choice was the pool bar food and drinks during the day. At the hotel you have plenty of swimming pools for adults and kids plus sports activities and the beautiful beach is in front of the hotel. The staff was very friendly and very kind at all times especially Manuel the bar tender in the evening. I recommend this hotel if you book all inclusive as it is worth it.
I am giving this hotel 4 stars because I would prefer to see the lights on during the day inside the hotel, during the night the hotel looks amazing with all the lights on but daytime it is losing that beauty a bit with the lights off ( don’t get me wrong but it’s my side of view).
Many thanks
Hello we arrived today 15 August AT H10 HOTEL BERLIN staying in Privilege room 413 and we noticed 4 very disturbing facts: 1. None of the room windows can be opened so NO FRESH AIR ENTERS THE ROOM
2. The bathroom has NO VENTILATION OR WINDOWS THAT CAN BE OPENED so it cannot be ventilated??! 3. The air conditioning is ONLY WORKING IN FAN MODE (it just pushes around the existing air in the room) IT DOES NOT WORK IN HEATING MODE so you cannot set the room temperature 4. The TV channels are shown in VERY POOR DEFINITION THE IMAGE IS BLURRY and there is only 1 Channel available in English. Now I understand the H10 Hotel in Berlin is listed as a 4 Stars property on Booking.com and this is why I booked it in the first place BUT ARE YOU SURE THAT THIS HOTEL DESERVES THIS RATING?!! Because as I see things now: BOTH THE HOTEL AND BOOKING.com are DECEIVING THE CLIENTS! EVEN WORSE: It is advertised as Junior Suite on Booking.com but it is nothing but a glorified double room: THERE IS NO SEPARATION BETWEEN THE BED AREA AND THE SITTING TV AREA AS ANY JUNIOR SUITE SHOULD HAVE! WHEN WE ASKED THE HOTEL MANAGER TO UPGRADE US BY PAYING THE DIFFERENCE TO A SUITE THEY REFUSED. P.S. I have also contacted BOOKING.com and TRIPADVISOR concerning these issues
I want to begin by saying the hotel was very nice. The staff was amazing (bartenders, waiters, animation team) however guest relation and the management team needs to be retrained. My husband got hurt coming out of the pool the top step broke cutting his foot open. He had to be taken to the hospital and got 16 stitches (this was day 2 of our vacation) our vacation was ruined. When we returned from the hospital the hotels only concern was that we sign a waiver so that we could put a claim against them. Furthermore the employee lied Nelson from guest relations told me that the paper he wanted me to sign was so the hotel could pay the medical expenses. That was not the case I asked him for a copy of the document in English and he made me wait 30 minutes. The paper said that I would waive my rights. There was no reason to lie and try to trick me into signing the paper. I refused to sign anything and spoke to a mgr the next day and that was useless. The mgr told me 100 people went up the steps before my husband did and they didn't get hurt!!! I asked for my medical bills and I am having an atty look at the case. It's a shame because the hotel and the general staff is actually nice.
H10 Big Sur, Tenerife. We arrived yesterday and have had nothing but problems. Our stay is supposed to be 4 nights and cost us almost €600. Firstly when we arrived to our room the shower leaked all over the floor, there were marks on the duvet cover and the dressing gowns were covered in what looked like make up indicating they had not been washing following use by previous guests. Also the food at dinner was cold and unappetising. The cost of our stay is expensive but we were willing to pay it as air conditioning was advertised. When we arrived we were told the air conditioning was broken, this the hotel was not as advertised. We requested a fan three times and by the time we asked the third member of staff there were none left. We tried to sleep with the balcony door open to reduce the heat in the room but there is also construction works going on in the hotel so this meant the room was very noisy. Neither myself or my partner got any sleep last night and this is unacceptable given the cost of our stay.
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