H10 Hotels is a hospitality company that operates a diverse portfolio of hotels and resorts primarily in Europe and the Caribbean. With a focus on providing quality accommodations, the company caters to both leisure and business travelers, offering a range of services designed to enhance the guest experience. H10 Hotels prides itself on its commitment to customer satisfaction and aims to create inviting environments that meet the needs of its clientele.
The company’s offerings include modern amenities, dining options, and recreational facilities, all tailored to ensure that guests enjoy a comfortable stay. H10 Hotels targets a broad audience, from families seeking vacation destinations to corporate clients in need of business accommodations. By maintaining a strong online presence through its website, h10hotels.com, the company makes it easy for customers to explore their options and make reservations conveniently.
H10 Hotels receives a mixed reception from guests, with many expressing significant dissatisfaction. While some reviewers appreciate the beautiful locations and friendly staff, such as at H10 Las Palmeras and H10 Conquistador, the majority report serious issues.
Read full summaryShow less
Common complaints include poor service, unsatisfactory food quality, and unclean rooms, with one guest even finding a cockroach in their bathroom. Many customers feel misled by the hotel’s promises, particularly regarding the quality of accommodations and amenities, leading to feelings of disrespect and disappointment. The Premium Travel Club membership is also criticized as a scam, with complaints about hidden fees and unfulfilled offers. Overall, while there are positive experiences, the overwhelming number of negative reviews highlights substantial concerns about the quality of service and facilities.
Cockroach in bathroom – hotel called my complaint a “threat”
I had a deeply disturbing experience at this hotel. While I was showering, I almost touched a cockroach that was hiding behind the shampoo bottle. I was shocked, disgusted, and couldn’t sleep the enti... See more
I am a Premium Travel Club member, under the Privilege banner, DO NOT BUY., NOT WORTH THE MONEY… I am EXTREMELY disappointed at the this service. I called to book on a Friday was told lots of room, h... See more
Very Disappointed – H10 Failed to Deliver on Their Promises
We stayed at an H10 hotel with high expectations. About five weeks before our departure, we were informed of renovation works—which we appreciated. However, our booking had been confirmed and fully pa... See more
Because we were celebrating a special occasion we booked 'suites' in the supposedly 4 star Lanzarote Princess hotel. Unfortunately the rooms were very basic. Then we found the family suite entailed... See more
Anyone can write a CrowdTrust review. People who write reviews have ownership to edit or delete them at any time, and they'll be displayed as long as an account is active.
Cockroach in bathroom – hotel called my complaint a “threat”
I had a deeply disturbing experience at this hotel. While I was showering, I almost touched a cockroach that was hiding behind the shampoo bottle. I was shocked, disgusted, and couldn’t sleep the entire night.
But what shocked me even more was how the hotel responded to my complaint.
I calmly reported the issue and requested compensation, but instead of showing any understanding or empathy, they accused me of making a “threat” and claimed they were “not afraid” of my complaint.
Let me be clear: asking for a refund after a serious hygiene problem is not a threat — it’s a legitimate complaint. I expected professional and respectful customer service. Instead, I was treated with arrogance and dismissal.
I’ve stayed in this hotel several times before and used to recommend it. But after this experience, I will never return.
If a hotel can’t even handle a basic complaint without insulting the guest, it does not deserve anyone’s trust.
I am a Premium Travel Club member, under the Privilege banner, DO NOT BUY., NOT WORTH THE MONEY… I am EXTREMELY disappointed at the this service. I called to book on a Friday was told lots of room, however agent said to book Monday, as a promotion was going on. Wow great I thought. I called Monday and all of the sudden everything was booked.
I brought the issue to H10 Jamaica (point of original purchase) they gave me an “exception” however my guests were given a 20% discount. I have only used this in Jamaica, was in disbelief of this treatment.
This product is NOT WORTH THE MONEY.
I REGRET MY PURCHASE.
Very Disappointed – H10 Failed to Deliver on Their Promises
We stayed at an H10 hotel with high expectations. About five weeks before our departure, we were informed of renovation works—which we appreciated. However, our booking had been confirmed and fully paid four months in advance, at the full rate. H10 assured us they would “do everything possible to ensure a pleasant stay” despite the works.
Unfortunately, they did not deliver on that promise.
We did not receive the seaview room we had booked. The restaurant was reduced to a temporary buffet in an uninspiring space. At the pool, even a small ball was forbidden—hardly relaxing or family-friendly. Worst of all, the reception staff included someone who was arrogant and dismissive, setting a poor tone from the start.
After our stay, we contacted H10 multiple times to seek a constructive solution. All we received was a generic reply offering a 10% discount on a future stay—on the condition that we book again and spend more money with them. That’s not a sincere gesture of goodwill; it feels like a sales pitch.
We had expected a professional and customer-focused response from a brand like H10, but instead, we feel ignored and disappointed.
I cannot recommend H10 based on this experience, and I believe other travelers deserve to know how such situations are handled.
Because we were celebrating a special occasion we booked 'suites' in the supposedly 4 star Lanzarote Princess hotel. Unfortunately the rooms were very basic. Then we found the family suite entailed my grandchildren sleeping on a settee and folding bed respectively. I reported this to the Jet2 rep but she showed me the small print on line which said this was standard and there is no legal definition of a suite. I have stayed in a number of 4 star hotels and the beds and bed linen are usually of a good quality. In this hotel they were of the standard of the 2 star self catering apartments we used to stay in. The duvet covers were open down both long sides, only kept shut by press studs which were few and far between resulting in my feet getting tangled in the quilt each night and the pillows were lumpy. There were water bottles in the room on arrival but these were never replaced as they have been in other 4 star hotels. The shower cubicle had mould on the seal and the cubicle wasnt cleaned till at least the 5th day. I also dont think the bed linen was replaced till the 5th day either. We had an enormous cockroach in our bedroom which I reported to reception and she said someone would go out straight away. The bar staff were good although they added great quantities of sugar to every cocktail (hazardous for a diabetic, I had some amazing spikes in my blood sugar). The food and restaurant staff were excellent, the only part of the hotel that was 4 star, plenty variety especially of fish and meat. When someone expelled faeces in the swimming pool they fished it out with a net and were very slow to alert and clear the pool, probably taking at least 15/20 minutes and then reopened it again in 2/3 hours when I'm sure there were still 'solids' visible on the bottom of the pool. So one star for the restaurant/food, and one for entertainment/kids club. The pool would have got one if they’d closed and cleaned it properly after contamination as it was a great design and lots of fun for the children
I have never felt more disrespected as a customer. In short, H10 prioritized money over a lifelong customer and any future stays as I will go out of my way to avoid this Hotel and Company.
I am from the US and was supposed to go to Spain June 15th with friends and family from Tel Aviv Israel. We were supposed to stay at the H10 Croma Malaga (looks beautiful but unfortunately I'll never see it). We were going to Madrid, Granada, Seville and Malaga. Due to the recent conflict with Iran, they are unable to leave the country and everything was canceled. I booked non-refundable rates (I fully acknowledge this) however I did this for all of the 5 hotels I booked across Spain. EVERY SINGLE hotel, trip provider, etc. was more than accommodating in moving my reservation to August….except H10 who is arguing and saying that the “regrettably these external factors were already present at the time you made your booking, and yet you freely chose a non-refundable rate, accepting the risk involved, and benefiting from a more advantageous price than the flexible rate.” Basically because Israel is always in conflict, this is my fault. This is an incredibly ridiculous take on the situation as I booked weeks before the bombings occurred on June 13th.
All I wanted to do was move the reservation. I even offered to pay a fine and upgrade rooms during an upcoming trip in August. Gloria from the reservations department of the hotel was extremely confrontational and had absolutely no desire to help me whatsoever.
Once again, I understand things are non-refundable, all I wanted to do was move due to the bombings in Tel Aviv as I would be in Spain by myself if I didn't. I'd also like to reiterate that 4 other hotels (all non-refundable) were more than accommodating (Pinar Plaza in Madrid, Escudo del Carmen in Granada, Hotel Casa 1800 in Sevilla, and the Westin Madrid Cuzco). H10 prioritized their 850 Euros over a lifelong customer. I will never stay at a property owned by this company.
He estado reiteradas veces en las Islas Canarias y siempre he confiado en la cadena H10, alojándome en varios de sus hoteles, como H10 Meloneras y H10 Princess. Pero esta última experiencia en H10 Rubicón Horizons Collection ha sido una auténtica decepción y una pesadilla.
Durante mi estancia del 31 de mayo al 7 de junio encontré cucarachas en dos ocasiones, la primera cerca de las 23:00h justo cuando iba a acostarme, y la segunda el último día en la habitación a la que nos cambiaron. La gestión del hotel fue lamentable: no me ofrecieron un cambio inmediato, tuve que llamar para pedirlo, y el servicio Privilege que nos “regalaron” como compensación fue un desastre, incluyendo tener que reclamar dos veces para que repusieran el minibar.
Por la segunda cucaracha, nos ofrecieron la devolución de una noche a cambio de firmar un papel (sin base legal) que nos prohibía reclamar después, algo indignante e injusto para un hotel de 5 estrellas. Además, he intentado contactar directamente con la cadena H10 y todo lo que recibo son respuestas que solo pasan por el hotel, sin ninguna solución real ni atención directa. Por lo que, por actuar de buena fe y no aceptar el dinero de primeras por querer hablar con H10, he perdido el dinero que me correspondía por el incidente.
No volveré jamás a un hotel H10 ni lo recomiendo a nadie. Esto no es el trato que uno espera en un cinco estrellas. Que tomen nota y mejoren YA, porque esto es inaceptable.
Nous avons séjourné dans cet hôtel pour des vacances tranquilles, et nous en repartons avec un profond sentiment d’injustice et d’humiliation.
Dès le début, plusieurs problèmes :
• Nourriture de qualité médiocre, très répétitive et sans goût.
• Service absent, personnel peu disponible sauf quelques hôtesses très aimables.
• L’eau est payante au restaurant, même en demi-pension — aberrant.
• La salle de sport est inutilisable à certains horaires sans que cela soit communiqué clairement. Une simple tentative d’accès a provoqué une menace d’expulsion de la part du manager.
Le management est agressif, autoritaire et humiliant. Nous avons été menacés, accusés à tort, et poussés à accepter un départ anticipé contre un remboursement sous pression. Aucune discussion possible : l’intimidation est leur mode de fonctionnement.
Le fer à repasser demandé plusieurs fois n’a jamais été fourni, car “il n’y en avait pas assez”.
De plus, le comportement du manager et sa proximité personnelle avec une employée impactent clairement les clients — ce qui est inacceptable.
Le personnel discret m’a confirmé que ce genre de comportement discriminatoire n’était pas une première.
Nous sommes venus en tant que clients payants, pour passer des vacances, pas pour être traités comme des intrus. Ce que nous avons vécu est grave, injuste et humiliant.
Je déconseille fortement cet hôtel à toute personne souhaitant du respect, du calme et un minimum de professionnalisme. Passez votre chemin, même pour quelques euros de moins.
Terrible hotel in Playa Blanca Lanzarote, stayed last August and quite frankly the worst holiday I have ever had. Abysmal food, poor service, dirty and rooms from the 70’s. Absolutely no positive comments to make!! Didn’t use half board, let alone upgrade to AI!!! Never seen a 4 star!!!
Me llamo Arminda y nos estamos alojando en el H10 Taburiente Playa desde el domingo hasta este viernes. Somos tres adultos y un niño, alojados en dos habitaciones. A nuestra llegada, Juanfra, en recepción, nos atendió con muchísima amabilidad. Gracias a él, pudimos instalarnos en habitaciones cercanas, ya que inicialmente nos habían asignado distintas plantas. Su disposición y atención marcaron una gran diferencia en nuestra estancia.
Finalmente, optamos por el régimen de todo incluido, aunque no lo hemos aprovechado mucho porque hemos pasado los días conociendo la isla. Sí hemos desayunado y cenado en el hotel, y en general, la comida ha estado bien, con un bufé variado, aunque algo más limitado en comparación con otros hoteles de la misma cadena en los que nos hemos hospedado.
El personal ha sido muy amable en general, y queremos destacar especialmente el trabajo del personal de limpieza, a quienes les damos un 10: nuestra habitación ha estado siempre en perfectas condiciones, limpia y bien cuidada, algo que valoramos muchísimo.
También queremos señalar que el trato recibido por parte de las chicas en recepción la tarde del miércoles 4 de junio fue bastante decepcionante. Nos parecieron poco cordiales y con poca disposición para ayudar; en caso de no conocer alguna información, sería ideal que consultaran con un superior antes de responder con poca amabilidad. Fue un contraste notable con el resto del personal.
Afortunadamente, nuevamente Juanfra nos ayudó con nuestras dudas y solucionó la situación de forma impecable.
Como punto final, aunque no contaremos con una habitación de cortesía antes de nuestro vuelo de la tarde (lo cual nos ha resultado algo incómodo), el hotel nos ha ofrecido la posibilidad de ducharnos en un espacio común, lo cual agradecemos.
En general, ha sido una buena estancia gracias, en gran parte, al personal atento y al encanto de la isla.
I booked a 2 night stay with the H10 Art Gallery in Barcelona this May. I made the booking last July but unfortunately due to my Wife's sudden medical issue we had to cancel. I paid last July for the full rate which allows 100% refund up to day before arriving so I contacted them in April to say we couldn't go. They said they would arrange a refund. I paid by Credit Card and expected a full refund. They then made some excuse that they couldn't refund to my CC and had to credit my bank but with all the charges. I disagreed to the charges but they keep making excuses nearly 4 weeks later I still have no refund. The Manager at the Hotel keeps blaming his Corporate Head Office but they don't make the refund.
I judge a Hotel chain not only by the actual experience but issues like this and they are keeping hold of our money. Now my CC company is chasing them - BEWARE!!
Stayed at H10 Atlantic Sunset in Tenerife for a week with kids. Sold as 5 Star however, it should not be 5 Star. Facilities are 4 Star level however service is 3 Stars at best.
Contratamos la membresía en la que nos ofertaban 7 días gratis en un hotel, antes del año tratamos de reservar está semana y no se podía, después cuando volvimos a intentarlo y nos dijeron que quedaban solo 4 días porque había que reservar 6 meses de antelación y que el plazo máximo era de 24 meses. Total que reclamamos, tardaron en responder tres días y ya nos quedaba 1 día. Por esta tontería decidimos cancelar la membresía aún perdiendo la primera inversión de 3.000 dólares. Es increíble que pierdan clientes por esto...
Vi var der en uge i april 2025 .Hotellet var ok rent ,slidt og brugt men det værste var maden ,aftens maden var næsten uspiseligt koldt smags løs virkede som om det var varmet fra dagen før / virkeligt dårligt ,kommer der aldrig igen
We stayed at the H10 Las Palmeras in Playa de las Americas in Tenerife. We booked the Privilege package along with breakfast and evening meal. We were not disappointed. Our room was amazing overlooking the pool area and the beach. The hotel was spotlessly clean and we had no need to complain to the reception staff as nothing went wrong with anything in the hotel.
I would thoroughly recommend taking the Privilege package as the use of the private sun deck area with comfortable sun beds,tables and sun brollies and the Jacuzzi was fantastic. The lounge was open from 10-8 with a coffee machine, tea making facilities, abundant spirits, full fridge of bottles of wine, beer, water, soft drinks of all types available to take what we wanted throughout the day. Twice a day the food was changed which were fresh rolls and a sweet option and then later pizza slices were brought along later on in the day with a different sweet option.
All in all I would thoroughly recommend this hotel. It has 3 fantastic pools,ample sun beds and sunbrollies, a large undercover bar area which served food and these areas were spotlessly clean.
There are lots of bars,shops,restaurants and designer shops around the hotel. So lots to do out of the hotel.
Maybe ask for a room at the back of the hotel looking onto the pool area as the rooms looking over the road at the front may tend to be a bit noisy due to the fantastic Irish bar just below the hotel.
H10 Conquistador, Playa de Las Americas, Tenerife - Fabulous staff, excellent service & food, beautiful views
My second stay at the H10 Conquistador, the first was end of January to beginning of February & I couldn't wait to go back so booked again the next month & it was even better than the first time. It was so lovely to receive such a warm welcome back. The sea views & location are fantastic. The staff are wonderful & made me feel like family. I wish to thank all the staff who made my stay an exceptional one, especially Luc, Jade, Anastasjas, Sandrine, Enea, Laura, Luna, Jose, Natalie & Tommy (Reception staff), Jose Ramon, Luciano, Jessica, Patricia, Natalia, Padilla, Sebastian, Diana, & Adriana (Lobby Bar staff), Israel & Ayoze (Porters), Rachel, Miguel & Miguel, Alessandro & all staff (Buffet restaurant), Rodolfo, Pedro & Elia (Japanese Sakura restaurant), Raul & colleagues (Hotel Security), Rita & colleagues (Spa staff) and the lovely ladies who cleaned my room. My apologies for not getting everyone's names but every staff member in this hotel made my stay an amazing experience. The food here is excellent & I was spoiled for choice. The spa is a divine experience, which I used nearly every day! The hotel is located close to everything you could want for a fabulous holiday, with the beach, shops & restaurants just around the corner on the Golden Mile. I highly recommend booking this hotel and can't wait to go back, hopefully in the Autumn. Definitely sign up for Club H10 !
The only negatives I have are that the gym is way too small for the size of this hotel and badly needs more equipment and free weights, with only one set for everyone, which is not ideal having to wait to use the dumbbells & machines. The rooms are great but could use an update & newer furniture, and some double beds instead of only single beds pushed together. It would also be great if there could be music on a Friday and Saturday night in the bar, even if it's through a speaker system, for those customers who don't want to attend the shows outside and want to have a wee dance inside. Who doesn't want music on a weekend night ?😊
Thanks a million to all the staff for another exceptional stay with you all and I look forward to seeing you again soon. xx Kaz Svan
We are disappointed with the H10 Playa Melonares this time. We booked in january for 9 days in the first week of April 2025.
At the time of booking—when we paid the normal rate—there was no communication about the renovation. The hotel also refused to confirm when the renovations would take place. So we booked and payd also our flights.
Not ontil the 19the of february we got a mail that the renovation woult start on the first of april but then is was too late to cancell all the reservations we made.
As a result the main restaurant is closed, forcing guests to dine outside and having breakfast outside bij 16 degrees with a coat on. There were heaters but they weren't put on then. Additionally, the food selection at dinertime is significantly reduced, and the way it is presented gives more of a camping experience rather than that of a 5-star hotel. The main pool is closed, and while sun loungers are available in that part, it is often impossible to relax due to the ongoing construction work.
The staff remains extremely friendly, but had we known about this at the moment we booked the H10 and our flights in january, we certainly would not have booked.
We definitely didn't signed up for this.
However based on the wonderfull other holidays at this H10 we'll come back later this year and we trust that it will be as good as previous years.
Privilege guest relations is very disappointing with NO FOLLOW UP
We have just come back from the H10 Rubicon Palace in Playa Blanca. We had a lovely holiday but severely disappointed with the privilege guest relations who made no effort to follow up when we had two problems - firstly 3 staff members in Dolce Vita restaurant who were quite rude and ruined a lovely evening. Absolutely NO FOLLOW UP is unacceptable especially in a 5 star hotel. Second complaint was a damaged patio chair which had pinched us when sitting on it and nothing was done to replace the chair for the last 5 days of our holidays. Very disappointing privilege Guest relations department
I have been trying to get in touch with someone of authority regarding my stay at the Ocean Maya Royale - an H10 property in Mexico, where I had a serious accident due to their negligence. Nobody has returned my calls/emails/letters. The only response I received was to a review I left where the guest services manager offered me a complimentary upgrade on my next visit. I have reached out through the H10 website as well, and still no response. PLEASE let me me know who I can speak with and provide a name and phone number or email address.
H10 Hotels is a hospitality company that operates a diverse portfolio of hotels and resorts primarily in Europe and the Caribbean. With a focus on providing quality accommodations, the company caters to both leisure and business travelers, offering a range of services designed to enhance the guest experience. H10 Hotels prides itself on its commitment to customer satisfaction and aims to create inviting environments that meet the needs of its clientele.
The company’s offerings include modern amenities, dining options, and recreational facilities, all tailored to ensure that guests enjoy a comfortable stay. H10 Hotels targets a broad audience, from families seeking vacation destinations to corporate clients in need of business accommodations. By maintaining a strong online presence through its website, h10hotels.com, the company makes it easy for customers to explore their options and make reservations conveniently.
