H10 Hotels
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H10 Timanfaya Palace Adults Only - Lanzarote
We've stayed with H10 a number of times throughout Mexico and the Caribbean and found them to have a solid value and extremely clean. This was our first time to Lanzarote. We purchased the privilege double room which was the best available when we booked. There were some oddities with this property in comparison to other properties. We were charged for drinks after midnight and the mini bar is only filled on arrival. The alcoholic options were very good and the food was good. Our room was tired, but extremely clean and we did have a view of the ocean. We were not met by anyone at the entrance and there was no one at the privilege desk so we had a standard check-in. The privilege lounge is self-service which is very different to any privilege lounge elsewhere. Where things went completely wrong was with dinner reservations and construction adjacent to our room. Kasbah was completely booked the entire time and we were only worked in when I complained. The attitude about this was poor and told me to expect slower service because they worked us into a full restaurant. Quote from email: "Regarding Kasbah, is true that the Hotel is fully booked and if we wish to provide you with the best service is not always possible to add reservations at the last minute, but you can reserve it from the first day. Today Kasbah is fully booked too, but if you wish, we can reserve you a table for 4 people for today at 7.20 pm and tomorrow at 7 pm but, please, you have to understand that the service will be slower than normal, since we exceed the limit." We woke up the second or 3rd day to a rug rolled out thru our corridor to protect the floor and then construction on rooms in both directions from our room. We were never notified this would be happening. The next morning the construction began at 8:15am...not cool. I emailed the privilege host and was told that it was a last minute decision by management to do construction. We received a hand written apology along with a bottle of cava, but no real solution to the issue. The hotel was full so likely they had no place to put us...however we deserve a peaceful room and be able to take a nap in the middle of the day should we choose. This was completely unacceptable. Upon return I reached out to the manager whom I found condescending and lacking the ability to put himself in my shoes. Upon looking back at reviews on Tripadvisor you can see that any negative comment is met with a rude response from the manager. He has since posted such a response to my review. The hotel staff for the most part was great so this was definitely an exception. There is a Fans page on Facebook and one negative post gets you removed and it seems the manager also has a hand in this. It seems this resort is like summer camp for return guests who like the reminiscent feeling of repeat visits and are taken care of by management. If you deviate from this I think your experience may be similar to mine. I tried to contact H10 corporate and instead they forwarded my email to the same manager that caused us grief.