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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.
Muy satisfecha con nuestra concierge Carolyn amable siempre nos dio toda la información necesaria estuvo pendiente q todas nuestras necesidades, les recomiendo esta señorita hace muy bien su trabajo, quiero felicitar al hotel el faro en general muy buen servicio todos quiero resaltar la señora de limpieza del edificio 11 nos mantuvo la habitación ,con higiene.
OCEAN EL FARO - Evita este hotel, Robos, mala atención, malas caras y un largo sinfin de
¡OJO¡ Robo de tarjeta de crédito en la habitación por parte del personal del hotel y cargos por valor de más de 7000€ a la misma.
Mal servicio en general ,personal malhumorado y mentiroso, instalaciones con falta de mantenimiento (se cayó la separación del balcón entre habitaciones y la rejilla del aire acondicionado que casi nos golpea).
Nadie responde por los daños (arruinar las vacaciones a una familia,tener que esperar y estar presentes para que hicieran la habitación por decisión suya sino no la hacían, llevar cosas de valor con nosotros a la piscina etc, horas de espera para reposición de minibar....), y no dan la cara, imposible hablar con el director del hotel.
El jefe de seguridad y mantenimiento no hacen nada al respecto.
La policia nos indica que los robos son el dia a dia en este hotel OCEAN EL FARO
Por lo que les recomiendo que inviertan su dinero en FELICIDAD no en este lugar
My experience was overall good. Me and my family stayed at Ocean El Faro. The staff were welcoming and respectful. The hotel had many different activities for both adults and children. I enjoyed the food options and was very pleased with the reservation made by our concierge Carolyn. She was available when needed and consistently provided us with updates daily.
My main dislikes were checkin was in organized and the first room we were placed in smelled like mold. The room service dinning was the worst but it made up with the other restaurants and buffets on site.
We received an upgrade and room change closer to the beach and pool side view. My children enjoyed themselves.
5 out of 5 stars in terms of cleanliness, our room was always made and organized. No trash was seen lying around and staff ensured that every area was optimal.
Nosotros fuimos al hotel Oasis el faro tu la experiencia fue impresionante. Repetiremos . 13 días y se nos hicieron cortos.Carolyn nuestra persona de contacto hizo un trabajo de 10 .
Las habitaciones limpias , el hotel muy bien ubicado , muy buena atención .
H10 Rubicón palace, Lanzarote. The hotel itself is really disappointing! Its uncleanliness is shocking, the children’s pools are dirty! I can’t judge on the main saltwater pools as my children spent all of 5 mins in them due to the saltwater stinging their skin. On arrival after a delayed flight we eventually arrived at our awful room! It was damp, even the beds felt wet! The walls were mouldy and crumbling absolutely nothing like the photos! I cried! We then went back up to reception to complain! No response, apology or offer of improvement unless we paid for it! Therefore we paid an extra £1500 to upgrade our room and get the Privilege to try and cheer us all up! Room wasn’t much improvement at all and also nothing like the photos! All we could hear from our room was an air con unit opposite on the roof! If it wasn’t 2am in the morning I would have complained again.
The food is basic and not much option in any of the buffet restaurants! We couldn't book into any of the other restaurants unless we wanted to eat at 9pm with children. No options for children's food other than chips and chicken nuggets. The privilege was not worth it and served the same food with less option! The children’s park is dangerous and falling apart! Everywhere is old and crumbling! The loungers are mouldy and broken and the umbrellas are permanently in the ground so are not with all sets of loungers, they’re all falling apart and most are broken! My mum was travelling with us in a wheelchair which we rented from the hotel! It was dirty and smelt like urine. She spent most of her first day waiting in her room for them to fix her safe! The majority of the staff were rude and unhelpful. The queuing for a drink was at-least 20 mins! The entertainment was awful and nothing really set! The entertainment room was really dark and scruffy with broken chairs! The piano room was table service and took ages to get served! We actually felt like the staff acted like they were doing you a favour by serving you.
It’s actually shocking for the price we have paid!
This is definitely not a 5* hotel! I wouldn't even give it a 3*!!
La réservation concerne 1 nuit d'hôtel du 15 au 16 août 2024 pour 300€ la nuit.
Je précise que nous avions déjà effectué un séjour en 2022 et tout c'était bien passé.
Accueil très bien de la part du réceptionniste du 15 août, et du réceptionniste du matin du 16 août.
En revanche quand nous sommes revenus vers minuit pour nous coucher nous avons constater que la lumière du placard qui s’éteint normalement quand on le ferme était dysfonctionnelle. Elle s'allumait et s'éteignait comme un stroboscope, et le pire était le bruit qu'elle émettait un TIC TAC toute les 10 secondes environ.
Nous avons essayé de nous endormir, mais impossible, vers 4H00 du matin, mon mari s'est rendu à la réception, le réceptionniste peu aimable est venu constaté la nuisance, mais étant donné que l'hôtel était complet, la seule solution a été de couper le compter électrique de la chambre.
Résultat, nous n'avons pu dormir que 4h00 de (5h à 9h).
Le lendemain matin 9h00, j'ai demandé à la réception de pouvoir rencontrer le manageur, peu aimable, la seule solution était le remboursement du parking et de la taxe de séjour (50€) et de nous offrir le petit déjeuner.
J'ai expliqué que nous n'avions dormi que 4H00, et ne souhaitions pas prendre le petit déjeuner mais juste reprendre la route pour rentrer.
Vu l'accueil par le manager et le peu de compréhension de celui-ci, il était or de question de rester plus longtemps, car selon lui ce n'était en rien gênant !!!
Au final, notre séjour a été gâché car nous n'avions réserver qu'une nuit pour visiter Barcelone le lendemain, ce que nous n'avons pas fait car trop fatigué.
Pour un Hôtel 4 étoiles supérieur, ce n'est pas un service client digne de ce nom. Nous avons l'habitude des hôtels de standings et hôtels plus simple, et jamais je n'ai vu autant de mauvaise foi.
Sans compter que les chambres auraient besoin d'un bon ravalement.
Demandez 300€ pour dormir 4h00, c'est une honte, sachant qu'il connaissait le problème puisque la raison de ne pas nous dédommager à hauteur de 100€ (nous n'avons même pas demandé un remboursement complet) a été de nous dire que le problème n'a pas déranger les occupants précédents !!
Hotel and staff were fundamentally very good. However, we were shocked at the following for a 4 star hotel so wanted to write our general observations in the hope that the management will get their act together and treat their staff better;
- Very poor water pressure in shower in room exacerbated by shower head that was too large
- Overflowing bins in main hotel
- No toilet paper in various toilets throughout hotel and dirty floors
- Often food on floor in dining room not cleaned up in a timely manner
- Cold food being served (should have been hot)
- Dirty tables (especially on roof terrace) and bar area
- Severe lack of sun beds. However, the hotel offer day passes for non residents to book a sunbed as part of their day.
- Reception staff were disinterested and failed to properly book an airport taxi or show much interest in properly checking in and out luggage
- No thermostat on open shower in spa area meaning that anyone could very easily get scalded
- Dining room staff looked extremely stressed and over worked which is not pleasant to see during a holiday. However, the dining room and bar staff were all very helpful and friendly.
Lovely spot and could be so much better if the above was dealt with.
H10 constidor tenerif ...we hadden qua locatie een mooie kamer gekregen maar we kregen ook een privilege kamer maar t´was een zeer verouderde kamer waar alles kapot op was. Haardroger en kluis.schimmel op de douchewand en als we buiten gingen op de kamer hangde de Schimmel boven onze deur op plafond in de gang. Er was een koffie en thee machine op de kamer maar geen tassen en geen materiaal om het te maken.
Het eten was elke keer zelfde ,geen afwisseling.hoe later op de avond, minder eten en koud.
We hebben zelfs een Haar gevonden in eten.Toen was voor ons genoeg. De laatste dag maar gaan eten buiten.ze promoten een lijst met drukte voor te gaan eten maar vind wel dat ze dan ook evenveel eten moeten voorzien voor de late gasten.
Buiten en binnen geen bediening aan de tafels als je een drankje wil bestellen. Enkel bediening aan de tafels als je gaat eten.
Je komt voor ontspanning en niet voor te werken.
Geen enkel keer aan zwembad kunnen liggen omdat het gewoon overvol stak. Ze hadden best nog ligstoelen kunnen bijleggen . Er was plek genoeg.
Vriendelijk personeel (vooral de zingende,happy oudere vrouw in buffetgedeelte,je haalt ze er zo uit).
De vrouw met de kauwgum in haar mond aan de inkomdesk stond tegen haar goesting daar. Toen we aangaven dat ons rekening fout was.. zuchte ze en kon er zeker geen vriendelijkheid af.
Zeker geen 4 sterren waard en zeker niet het geld waard dat we betaald hebben.
We komen terug voor de mooie locatie maar niet meer voor hotel.
Hotel can't take constructive feedback, awful Customer Services
Me and my boyfriend stayed at H10 Cambrils Playa in Costa Dorada, Spain between 22 – 29 June. Sadly, it wasn't the best experience. I contacted the hotel prior to publishing my review and had a poor response. We will not be staying in any of the H10 hotels again after this. There are better four-star hotels with far better customer service.
Issues:
- There was an awful drainage smell in our room which we complained about, room 338. Their maintenance man came and messed about with the drains and air-con and the smell went for a couple of hours then came back. We again told reception when we left. The hotel responded saying that they only received notice once and the maintenance man sorted it. This is incorrect, it is not our fault the receptionist didn't look into the smell further when we told them a second time about it, and the problem didn't get resolved, the room smelt terrible.
- They ask guests to leave the room by 12pm. As we were exiting the room for 12pm, one of their representatives knocked on the door exactly at 12pm and reception were calling the room to also check. We found this extremely rude. It's not like we stayed in the room for 10 mins and then had a knock. The hotel has us checking out for 12:07, there was a queue at reception when we went to check out, that's not the time we left the room. The hotel responded saying that they don't have enough staff to knock on every door and "if" it happened they apologise as it is not usual procedure. I don't appreciate their wording of "if" it happened, it happened! I can remember what the woman looks like who did it.
- Some of the food was cold in the restaurant that should be warm, like scrambled eggs! They had been left out and were cold and hard. This is just one example of several. The hotel responded saying this is down to our "personal perception" and that there is no fault in their restaurant. We do not agree, it was cold which made it unpleasant.
- The worst problems we encountered were the sun loungers and discrimination. The availability of sun loungers for guests is poor as a lot of people went without, especially in busier times. Also, one morning when we got back to our sun loungers, having gone up to our room to change, our towels had been removed. This caused us a lot of distress thinking that our property had been stolen. Turns out the lifeguard had removed them having deemed us as being away from our loungers for a long period of time, which we weren't. I support their rule of not reserving sun loungers, but they don't operate this rule for everyone. The day prior, there were several loungers with towels on where people didn't return for hours and their towels weren't removed, plus the 'H10' hotel towels don't get removed.
After losing our loungers, we approached one of the staff about finding more, of which he found five extra loungers and gave them all to the Spanish guests. Following this experience, we felt very discriminated against as English guests and that one of us always had to stay with our sun loungers for fear of our towels being removed. The hotel responded apologising that our towels were removed, but also said that the claim of discrimination is "unfounded and unacceptable" and they "categorically reject" it. However, I very much stand by what I said and that we felt discriminated against.
We paid a lot of money for this holiday and did not enjoy our experience here. I have stayed in better quality four-star hotels and experienced better.
Carlos y Deydri - llegamos el 5/8/24 muy bien atendido por el personal en especial x Raynelis con la q nos hicimos socios premium siempre atenta por nuestras inquietudes gracias por la acogida y el buen servicio
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