H10 Hotels
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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.