"Having read previous reviews, we booked this hotel with high expectations. Unfortunately, our experience was very disappointing and it was easily our worst holiday for many years. As a consequence we will not be returning and will not recommend to others.
Our first night was very uncomfortable because the room temperature was an unbearable 25.7degs. It was reported to reception and after two more very uncomfortable sleepless nights the technician finally managed to fix the AC and the temperature dropped to a more tolerable 21.5degs.
We also reported the two pop up sink wastes were not working and in fairness these were replaced by new ones during the following day.
On day three, we returned to our room and noticed the coffee pods and milks had not been replenished. We also could not gain access to our safe. A lady came with a master key to enable us to remove our valuables. She said that she would ask the technician to come straight away to change the battery. Three reminders and almost 20 hours later a new battery was installed. To round off the day, my wife was showering before dinner when suddenly there was no water. Rang reception and they said they would ask the technician to investigate. No feedback and the water came back on around 40 mins later. When I queried the problem I was told “it was nothing to do with the hotel”. They blamed the problem on the water supplier.
Food. The hotel provides a main course à la carte service at both breakfast and dinner. The service was shambolic. Menus are handed to guests at the start of each meal to select their preference. At breakfast all meals are served on cold plates. Irrespective of what was ordered, you would always receive a cold Padron Pepper and Hash Browns were lukewarm at best. After three days I was fed up with the offerings so I kept it simple and requested a plain egg omelette. When it came, it was on a cold plate, together with a cold Padron Pepper!! The omelette was undercooked and the egg in the middle was still runny. Similarly, my wife kept it simple too and ordered two poached eggs on toast. Her dish arrived on a cold plate, without the toast but included the cold Padron Pepper. She then had to go and make her own toast, and in the meantime her eggs went cold. Despite many complaints to the waiters, nothing really changed. For the remainder of our stay I made do with fruit, yoghurt and a pastry.
At dinner, the menu descriptions sound great but what you order is not what you get! One night my wife and I both ordered a sliced Rib Eye Steak. When the dishes were served, we both had Sirloin Steaks! Mine was severely overcooked and was inedible. My wife’s was also overcooked, tough and impossible to cut. We queried the type of steak served and were told that on Friday night they always serve Sirloin instead of Rib Eye!! Had we been told that, at the time of ordering, we would have chosen a different dish. Another night I ordered a Chicken Wok. The dish came with a pile of stir fried vegetables and ONE piece of chicken smaller than my little finger.
In addition to the above, the pool area was not welcoming for rest and relaxation. Poor quality, mood lowering music, was played throughout the day from 09.00hrs to 18.00hrs.
It was also quite normal for guests to leave towels on sunbeds for hours and disappear. When I raised the matter with the lifeguard she said that the hotel didn’t seem to have a policy to deal with this selfish and unreasonable behavior of guests.
Everything that we encountered was reported to reception. They also told us to report the same issues to the Customer Service Manager based in the H10 Ocean Suites Hotel. This we did. Did anything change and or improve, NO!! As a consequence I attach no value at all to the predictable response from the hotel."
