My complaint:
If I could give 0 stars I would – This was the worst honeymoon ever was like being on hotels from hell.
Where to start – Upgrade to privilege or lack there of Compared to other H10 hotels this is unacceptable and shouldn’t be charged so much for this.
Privilege service
This is not what we were expecting, and majority was non existent after my husband fell ill on the plane with breathing issues, we wanted dinner in our room on the first night, hotel advised that Room service is chargeable whether you are privilege or not – The offer of food we got was Salad or nothing- we couldn’t have the burger that was on the menu- we were not impressed that this was chargeable when someone is ill and cant make it to the restaurant. The below Highlighted in Yellow were never offered –
This was not worth the 518 Euros that we paid.
Privilege Services offered at this hotel
Access to Privilege lounge This is not great you have one little room with stale crisps that were only ever topped up and the bottom has never been changed since we got there, there was not food as described if there was it was fermented fruit that was left all day in the sun
À la carte menu for breakfast and dinner
Personalised check-in and check-out
Personalised customer service
Bali beds and sun loungers This was by the building work so we couldn’t relax because of the building work noise and should have been moved so never used it and also anyone could go into this area whether you paid or not so again not a privilege , they say they checked but every time we went no one came to check
iDock Station (for iPhone, iPod, iPad, MP3)
Privilege bathrobe and slippers
Exclusive pool towels
VIP amenities- What was this? where was this ? never materialised.
Preparation and cleaning of room (twice a day) This was never done twice a day lucky if this was done once a day, and not to a great standard, Lightbulb never got changed even asking 5 times went out and brought one so we could see
Bellboy service – This was non existent and not once was this available
Guest room
Free parking
10% off Despacio treatments – This was only 5 % which is unacceptable when advertised as 10% as we used this and only got 5% off
Complimentary Safe box
Complimentary Nespresso coffee machine (daily refill)
Pillow menu
Bath or Shower
Earth Collection Amenities
Bathrobe and slippers
Hairdryer
Cosmetic mirror
Scales
King Size bed (2×2) or Two beds (1,35×2)
Sea views
Pool views
Building Works
As Previously mentioned this was so loud that it disturbed our relaxation, as Privilege bed are right next to building works as is the lounge so we could not relax or really use these amenities due to the noise, this is totally unacceptable for paying an additional 518,00 Euros- I feel they should move the lounge and beds during this period of renovation as all privilege guests complained during stay and the hotel were very reluctant to do anything.
Food
We notified the hotel of my husbands intolerance to certain foods and that his choice as very limited to plain chicken through out the stay, They did very little to come up with inventive ideas for this and we ended up eating out ( When we played for all inclusive) as there was nothing, we very really had breakfast as again not much choice. The one day we did decided to try the buffet on Oriental night we found cockroaches crawling over the starters, made the staff aware they took the dishes away we saw them take them off and bring same dishes back . NOT ACCEPTABLE. then in the veggie lasagne there was a fly again reported to staff took this away and the meal and brought a fresh one out – when reporting to manager he said this is normal for canaries to see cockroaches, we said ” what in food and he said yes” again not acceptable .
Hotel room cleaning
Well where to start with this one, the cleaners were so bad that we had to keep asking for things, toilet rolls, fresh towels beds to be changed, light bulb to be replaced ( One I ended up replacing myself as took them 3 days to do this so went out to buy one) The floor on the balcony was never mopped until I Requested it , dirty toilets when we arrived this needed to be reported – we were supposed to be done twice a day as per privilege but never happened.
I raised this with the hotel management and they were rude, not helpful and when adding to Trip advisor you get a rude untruthful response – We were never asked to leave the hotel , nor were we offered to move till 3 days before the end of the holiday.
This man has insulted so many people on Trip advisor and is not a great image for your hotel or your reputation, I would advise that you consider who you employee as he never berates the good trip advisors just the bad and this really is unacceptable.
We are still out of pocket and believe that H10 should refund or off some form of gesture of goodwill but nothing
Suggested solution:
Gesture of Goodwill or refund privilege charged
Also consider reprimanding your GM of the hotel
