H10 Ocean Suites

Definitely not as good as I was expecting. Firstly both of the pools were out of order for the first 4 days of our holiday. Although the bedding and towels were pristine the rest of the room was grubby and was in need of some thorough cleaning and decorating.

We had the best holiday at Ocean Suites ❤️ Our room was spotless, cleaned every day, the WiFi and aircon was working perfectly. We had a pool view overlooking the quiet pool which was perfect. The staff go above and beyond and are always friendly. We usually eat out on holiday, however the hotel food was very good, so we ate at the hotel mostly, lots of choice for breakfast and evening meal. The hotel is very central to the strip, shops and bars on the doorstep. We had a meal at Mummq Mia, highly recommended, as we was staying over 7 days it was included in our half board. We traveled with Jet2, they are also highly recommended, great service from the reps 👍🏻 Last shoutout is the Glen, the public relations guy, he had a tough job with pool issues, it did get rectified, he handled the issue with ease and was great to talk to. We will 100% be booking for next year, great hotel 🌞🍹🥳 Sarah & Alan

A holiday we saved three years for — ruined by appalling complaint handling We saved for three years for this holiday. Because of my partner’s deteriorating health and disabilities, it may well have been our last opportunity to enjoy a holiday abroad together. That is why what happened at H10 Ocean Suites has been so upsetting. There were good members of staff, and Jet2’s Senior Resort Representative Lauren ultimately showed us considerable compassion. Unfortunately, our experience of H10’s Public Relations representative, Glen, was very different. Our problems did not begin with one argument. They developed over several days. Following serious overnight noise, we requested a room move. We were required to vacate our original room quickly but then waited until approximately 3.30pm for the replacement room. During the hurried move we accidentally left an expensive multi-device charger behind. Despite repeated enquiries, it was never recovered and we had to spend another €50 replacing it. We approached Public Relations hoping somebody would help. Instead, our first encounter with Glen left us feeling that the concern was simply being closed down. His position seemed to be essentially that lost property was our responsibility. Whatever the legal position may be, his manner came across to us as dismissive rather than helpful. That was our first encounter with him. A further incident then occurred involving a waitress at dinner. She approached my partner in an angry and confrontational manner. Because of the language difficulty, we were unclear whether she was objecting to smoking, vaping or drinking in a particular area. My partner does not smoke or vape. We asked for somebody who could explain in English what was happening but remained none the wiser. When we later raised the matter with Glen, his eventual explanation was that the waitress had actually been trying to return my partner’s vape. It was not his vape. He then described what had happened as mistaken identity. We asked whether the waitress could simply come and explain the situation. Glen refused. Again, something that could probably have been resolved in minutes ended with us feeling dismissed and without any meaningful explanation or apology. Then came the issue that became the breaking point: Glenmorangie whisky. My partner ordered a Glenmorangie, and the first member of bar staff served it without requesting any surcharge or warning that it fell outside our All-Inclusive package. Approximately twenty minutes later, after a change of staff, he ordered the same drink again and was told by another member of staff that it would cost €25. This second member of staff then produced an All-Inclusive drinks tariff. That immediately raises an obvious question: If one member of H10’s own bar staff did not apparently know or apply that restriction, how was a guest reasonably expected to know it? More importantly, this does not sit comfortably with the public-facing information customers see when deciding whether to book. Jet2 currently describes H10 Ocean Suites as having bars serving “a range of local, international and premium drinks” and lists “Drinks” as part of the All-Inclusive board basis. H10’s own website promotes its All-Inclusive offering as including “Top brand food and drinks.” H10’s separate hotel factsheet does say: “Drinks included as per the All-Inclusive programme menu.” But that wording is extremely vague. It does not tell a prospective customer that particular premium spirits may attract a substantial individual surcharge, does not identify Glenmorangie, and does not indicate that a single drink could cost an additional €25. To us, this therefore became much more than an argument over one whisky. It raises a serious question of transparency and potentially misleading advertising or omission. If a material limitation of an advertised All-Inclusive package can result in an additional €25 charge for a single drink, we believe that limitation should be made clear before a customer books and pays, not discovered at the bar after another member of the same hotel staff has already served the identical drink without charge. That was the issue my partner wanted explained. Instead, another visit to Public Relations became the breaking point. By this stage my partner, who lives with hidden disabilities and longstanding mental-health difficulties, was becoming increasingly distressed. Glen’s manner again came across to us as dismissive and focused on what was “in the book”, rather than on understanding why two members of his own staff had apparently applied different rules. My partner eventually lost his temper and shouted. We do not excuse that. He accepts responsibility for shouting. There was no physical aggression. But accepting responsibility for his reaction does not erase everything that led to it. That remains the question at the heart of our experience: Why was enormous scrutiny placed upon my partner’s eventual reaction, while there appears to have been no equivalent scrutiny of the repeated events and complaint handling that caused and escalated it? My partner contacted Jet2 that evening and explained what had happened. The following day we missed the resort representative because, after an extremely emotional night, we had slept late. We later discovered that the hotel’s pools were also closed. We were not given a clear explanation at that stage and decided to leave the hotel for a while and try to salvage some enjoyment from the day. The next day we were told that H10 had decided we had to leave the hotel. Fortunately, Jet2’s Senior Resort Representative Lauren was present. She came to our room and listened. By then my partner had reached the point of complete emotional collapse. He was inconsolable, crying uncontrollably and struggling to compose himself while trying to explain what had happened and the effect it had had on him. Lauren treated us with compassion and professionalism and arranged for our flights to be changed so that we could return home early. That was excellent customer care in extremely difficult circumstances. Because our replacement flight was not until the following day, Lauren also approached hotel management and asked whether we could remain for one additional night rather than having to find and fund another hotel ourselves. That request was refused. We therefore had to arrange and pay for alternative accommodation. We cannot know why that final request was refused, so we will not speculate about motive. What we can say is that, given our circumstances and the state Lauren had personally witnessed my partner in, we experienced the refusal as unnecessarily harsh and lacking compassion. The final interaction was perhaps the most upsetting. As we were leaving with our luggage, Glen was standing around Reception. From our perspective, his expression and manner appeared smug rather than sympathetic. My partner, who also has significant physical mobility problems, was behind us struggling to leave. Glen subsequently walked past him ‘smirking’ towards his office. I cannot know what Glen was thinking, and I will not pretend that I can. What I can say is this: On three separate occasions we approached Public Relations looking for clarification, assistance or resolution. On all three occasions we experienced Glen’s response as dismissive, defensive, lacking in empathy and more concerned with closing down the issue than resolving it. For somebody occupying a Public Relations/customer-facing role, that is the aspect of this holiday we find hardest to understand. This was not simply a disappointing hotel stay. It was a holiday we had saved three years to afford, at a stage of our lives when travelling is becoming increasingly difficult. We came home approximately a week early. That lost week cannot simply be replaced. Hotels cannot guarantee that nothing will ever go wrong. Staff make mistakes, equipment fails and misunderstandings happen. What a hotel can control is how it treats people when something does go wrong. For us, that is where H10 Ocean Suites failed most profoundly.