H10 Casa del Mar

We arrived around midnight due to a delay with the flight and were welcomed at reception by a nice man. After that things went downhill immediately. We got in the lift to go up to our third floor room (366) and we only moved slightly then we heard a bang and the alarm went off. We were trapped in the lift. I’m not sure how long we were in there but we did get lifted out with our luggage by 2 members of staff. We were then shown to our room and showed the stairs and advised we should use them from now on. Not ideal and in hindsight we should have been offered a room on a lower floor. The next day when coming out of our room a large block of what looked like wood narrowly missed my head when it dropped from above our door! We were shocked by this and went to report it at reception but were met with 2 giggling girls who didn’t seem to care. They did get it fixed but all we expected after these 2 incidents was a kind gesture or someone to check that we were ok. We got the complete opposite. Staff were hostile towards us for the rest of the holiday. We were followed out of the hotel bar and were accused of not paying for our drinks when we had already paid. When we went to the hotel restaurant we sat on a table that was laid but we told we weren’t allowed to sit there and got moved. Then we were told we couldn’t fill a small 500ml bottle with water as we needed to purchase a green bottle for this but had seen other guests filling large 2litre bottles with the water that same day. Our room was not cleaned for days and we received no clean towels. We complained to Jet2 when we were there but there just didn’t seem to be any management at the hotel and certainly no customer care. This was our first time staying at a H10 and definitely the last!

Firstly I would like to commend the honest staff and housekeeping for finding and returning two items of jewellry which I carelessly left behind in our room. It shows what true integrity the staff have at this hotel and I am very grateful thank you. We found the h10 generally to be a good 3*. Its a very lovely pool but we personally found it annoying to have the same music on repeat loud around the pool and not relaxing. Never had an issue getting a sunbed any day at any time. Breakfast was superb! We did have some issues, for example i had to complain twice about the room opposite shouting very loud and banging doors from 3am to 4.30am on our first 2 nights. It was unacceptable. The hotel took it seriously and did their best and those residents left the following day. Another incident, our safe would not open. Reception sent someone within 5 mins to fix it. Excellent. The staff work very hard at this hotel. The infinity pool was great and an amazing view. There does need to be some sort of shade up there and such a shame that theres a charge to use the sunbeds up there as they were all empty which is such a waste. Its a fantastic space but it needs utilising better. The bar and restaurant is very classy. Our room was nice, well kitted out, the bathroom needed some maintence, the grouting in shower needed re-doing and toilet flush wasnt great. The beds were great quality, air con superb, private balcony, mini fridge very useful and clean. Housekeeping changed towels everyday and made beds. One negative our floor was dirty on arrival and not cleaned in 9 days. I had to clean it myself which is not good for a 4*. Foyer has no aircon which was very hot when waiting for transfers. One major thing that definately needs sorting is the ladies toilets, none of the three cubicle doors lock and there needs to be some hand towels in there. I would definately stay here again, its a good all rounder and the staff are excellent