"We visited as a family of four, 2 adults and 2 children during February half term.
Negative points:
- Water not refilled on 3rd day although it was meant to be every other day. Reception argued that we’d had it refilled when we hadn’t. This was especially annoying when Calima hit and I was quite unwell coughing and drinking a lot and made 4 phone calls to reception for water. First around 2pm and finally someone brought water at 6pm.
- Mocktails at the pool bar were made using sour, cheap concentrates/flavourings no fresh ingredients not even fresh lemon or lime.
- There are few drinks menus to look at to understand what is included. You have to ask and it all seemed like we were making a fuss.
- Prosecco offered on welcome drink then never seen again. Only cava, cheap rose, white & red wine. This is my own personal opinion if prosecco is not offered unless you are privilege guests, why give it as a welcome drink?
- Buffet was very limited choices and not particularly good quality meat or fish, meat was tough including (when we saw it), chicken. Lack of fresh fish such as prawns, crab; the mussels they did have were tough and chewy.
- Buffet AI dining room is large, noisy, brightly lit and not private at all. Although some guests seemed to enjoy privileges of having the same quiet tables around the edge of the dining room, tables that were never offered to us. Same with outdoor seating. No idea how we could sit outside or to the right of the dining hall where it was much less crowded. We did ask Customer Services about this on the 4th day and they said to just go to the outside area (which was set away from the main entrance to the dining room) and ask to be seated. I think this should have been made clearer from the outset.
- Service was often slow at peak times for drinks, especially around the pool bar where on every occasion only one bartender serving.
- Rooms were comfortable and spacious, but the beds were very firm and the pillows were so hard! Not the most comfortable sleep. I have also read other reviews saying the same. I did like the allocation of the garden room which suited us as we had a younger child in our group and she could access the park / pool easily.
- Lack of toilet rolls and we had to ask for extra a couple of times.
- Pool bar only served food between 3.45pm-6pm , which was not ideal when the teen slept in and missed breakfast then had to wait to eat at the buffet restaurant with all of us. Why only serve food from 3.45pm? Some people prefer pool snacks around the pool instead of a buffet meal as you have to change clothes to eat in the restaurant. Also, drinks are only served here until 6pm with only 1 waiter serving, you had to plan / see when was a good time to get a drink! It always felt like we were putting the bartender out when we did order a drink.
- The only really friendly member of staff who seemed to care was Akolade, who was the site premium sunbed guy.
- Towels in the room were lacking, very thin, well-worn and not replaced unless asked. One of our robes was damaged, missing hoop so the tie kept dragging on the floor. Just annoying. They did replace it but the second one they gave me was exactly the same! Maybe it was the same robe just folded up?? Or was it a coincidence that the loop on that one was missing too...
- Entertainment was really bad, the live singers were very low grade, I hate to say it but they were not good vocalists.
- Lack of a themed dinner, I think this would’ve been a really good addition.
- Maid service, did not change bed sheets … only made beds, had to leave a note to change sheets which we did halfway through the week. The maid service didn’t come most days until 2/3pm.
- Access to the beach not as described on line, access is across the road and down some steps. It’s also rocky if you want to go into the sea and we didn’t see anyone swimming in the sea.
Positive points:
• Clean resort in all areas, well maintained grounds, clean pools and large one was heated.
• Cocktails in the main bar area (where reception is) were particularly nice.
- Branded drinks included which was brilliant as this can be quite rare in AI.
• Plenty of sunbeds (February half term).
• Spa was lovely, included for AI guests, mandatory hair caps are a hygienic plus (although a few women declined).
• Rituals toiletries in the rooms, really lovely addition.
• Pool towels were huge & good quality!
• Rooms with a garden view are very nice
• Salad bar was wonderful, very fresh and plentiful choice.
• Lovely open spaces, lots of places to sit and relax.
• Kids park was fun and spongey floor which was shaded and ideal for younger guests.
In sum, we would stay at this hotel again, it just would've been a faultless review if some of the basic standards were met and I am sure H10 strive to please all customers not just the "privilege guests"."
