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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.
H10 Lanzarote Princess
Awful upon arrival room stunk of pure sewage
Complained for 3 days finally got moved
The other room was awful.
This hotel is on bad need of renovation
I paid over £2600 for 10nights
I did expect my food to be hot.
At meal time it is like feeding time at a zoo
There is no control at all
Food is luke warm
Very very disappointing and I certainly won’t send my clients here
Have pictures of our room if you wish to see them
H10 Hotel White Suites Boutique Lanzarote
Please find the following Good’ Bad and Ugly review of our recent stay.
Good
Hotel Room
Hotel Afternoon Entertainment
Bad
No sanitation around Food Area’s
No English TV
UGLY
Menu Choices
Poor food Quality
Food Temperature non existent
Grilled food not Cooked
This holiday cost £800.00 more than our customary holiday cost and our expectations of holiday quality was high. Unfortunately the food element of our holiday was a massive disappointment which ruined our holiday. Never Again H10
My husband and I want to go to the H10 Tariente hotel in La Palma in the Canaries we booked near the beginning of October hoping to go middle of January but because I need an accessible room (I am inva wheel chair, can only walk a few steps and can't do stairs ) they can't guarantee me a room. Rooms aren't assigned toll the day. Whar a bad service and what happened to equal rights for disabled people. Hotel is owned by Tui who should know better
14 nights at H10 Rubicon Palace
Beautiful Hotel. At other end of playa Blanca away from the town. This didn’t bother us as we can walk but wouldn’t stay again. The public areas were clean. Our room was definitely not 5 star. We had booked deluxe superior double room. It was clean but very tired looking. Furniture was all marked and scraped. Sofa cushion had no cover on it and was dirty. Curtains were filthy at the bottom and not on the rails right. Fridge was very small and shelves were broken. Bedsheets had blood stains on them. No minibar, no freshwater daily. It was not the same as the room we booked.The sea view was absolutely perfect.
Food wasn’t great. It was cold or overcooked sitting on the trays. People had to wait on tables being cleared before sitting down. Not enough staff in the hotel. In fact very short staffed in every department. They were run off their feet and looked it. The staff are what makes this a five star as they were so helpful and friendly. Think the management need to address this problem or they will lose them. They can’t work as many hours as they do. Beautiful hotel just needing the rooms upgraded. When we booked in Jan it was five star. While we were there it dropped to 4 star I stand by the three star grade we gave.
H 10 Gran Tenerife
Cock roach in our room . Chips on plates in Restaurant. Food not very good. Very little fresh fruit. Everything even on half board was eczema, even a kettle for our room when their coffee machine didn’t work. Attitude of staff not good . Generally couldn’t care less . Hotel to be avoided unless you like Cockroaches
We stayed at the H10 in London Waterloo and what can I say; the hotel was exquisite. We were offered complimentary Cava upon arrival, whilst we were checked in by Mahmoud, a lovely gentleman. We were quite early and had only hoped to drop our bags off, but he kindly advised our room was ready.
The room was quite basic compared to what you COULD have in London, but basic in terms of twin beds, desk, and a view that wasn't unpleasant. The windows were double or triple glazed so street noise did not permeate a lot, despite there being an ambulance station down the road! The was an amply stocked fridge mini bar, with prices just above what you'd pay in a local shop. The storage with hangers was good enough for our two night stay, although if you were staying for longer and had more luggage you may have to ask for more. The bathroom was a beautiful walk in shower with enough water pressure and flow to rival a waterfall, that being said, only having a static panel next to the shower, and no panel that could be closed, made for a very wet bath mat: Think a sliding door would be a good addition here. Also the actual door to the bathroom was glass on a runner, which made a hell of a noise in the middle of the night rumbling along it's track to close; it didn't shut completely, leaving a centimetre gap, but if you are sharing a room with someone, it is assumed that you are more than just passing acquaintances! 🤭
Breakfast was amazing; a buffet of full English or Continental, or a combination of both, as I saw some American guests enjoying; had not thought of having lettuce with bacon and egg!
Due to our sightseeing, pub and cocktail bar hopping and a theatre trip, we ate out most of the time except on the last night, when we ate at the Sky Bar.
What can I say about the Sky Bar? Wow! Apart from the amazing views across London, where you can see everything from the London Eye and BT Tower right across to the Walkie Talkie, the Shard, Tower 42 (NatWest tower) the Gherkin and a number of others that I cannot remember the names. Watching the sunset is awesome and you can take some lovely photographs: When it gets cooler you are brought blankets which are lovely and soft, and the same as on your beds, should you visit in the cooler months. The cocktails and food are a little pricey, but you only live once; the Spanish omelette is a lovely one to try, along with the Cava Royal.
Finally, the staff in the Sky Bar; Hailey, Alejandro and MD, to name a few are most welcoming and very attentive, noticing when you are getting chilly, to seeing your glass or plate empty, or even to take a photograph of you, because we all know how awful a selfie can turn out.
My friend paid for the trip which was around £150 per night, but I can honestly say it was the best value hotel I have stayed in for a while, especially in London!
I would definitely recommend giving H10 London Waterloo a try! 👍❤️
Be Cautious with H10 Hotels – Potential Credit Card Security Risks
I am writing this review to alert potential customers about a concerning experience I had with H10 Hotels. Recently, I discovered that my credit card information, which was exclusively used by H10 for years, had been leaked. My card was used fraudulently in Mexico months before I was informed about the breach. Given that my card was only used by H10, there’s no plausible way for the information to have been compromised elsewhere.
This situation has caused significant inconvenience and distress. If you’re considering becoming a part of the H10 Hotels’ club or using their services, I strongly advise caution. The potential risk to your financial information may outweigh the benefits of their services. Always ensure your financial data is handled securely and consider alternative options to protect your personal information.
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