H10 Atlantic Sunset Horizons Collection

"Currently here now. Hotels very clean round the pool etc however not a 5* for service. No waiter service so you queue at only one pool bar for the whole complex for a drink then a plastic tumbler is given (health And safety I’m sure). You need to use the App to book your meal sittings. Be prepared you book, arrive at that time, then they make you wait without even acknowledging you (not always). Very dangerous hot water situation for breakfast. Water urn used to fill tea pots however good luck at getting a lid. I have witnessed people negotiating around running children with hot water also yesterday staff member took lid off to fill with jugs of water and sprayed hot water from the lid up my arm and down my legs (fortunately no children around). She apologised and not her fault but this could and needs to be changed!! Italian restaurant very poor service and warm food, don’t waste your time. Lots of screaming kids parents allow them to scream). Up corridors Room faces the front and the music from the hard rock hotel opposite is deafening. You cannot enjoy the balcony at all, you either have music blaring or kids left on the balcony to scream or neighbours smoking (all intrusive and not worthy of a 5* experience)."

"Wonderful friendly servers. Slightly altered the vegetarian option for us with no stress. Chef came out and introduced herself. Had wings and nachos then steak and veggie burger. All delicious."

"We just checked in today and the disappointment started right away. We arrived at 3 p.m. and still had to wait nearly 30 minutes just to check in — it felt more like an airport queue than a five-star hotel experience. We had emailed weeks in advance to reserve a restaurant for our 10th wedding anniversary dinner, making it clear that this was the only thing that really mattered to us during our stay. When we arrived, Guest Relations told us that reservations could only be made upon check-in. The moment we finished checking in (three days ahead of our anniversary), we went to book — only to find that the Japanese restaurant doesn’t allow kids, the American one is closed on that day, and the only option left was the Italian restaurant at 8:40 p.m., which is far too late as our child will already be asleep. How is that customer-centric? How is that worthy of a five-star rating? We wrote in advance precisely to avoid this kind of issue, and yet we ended up with no real choice on such a special day. Then came the room — instead of a double bed for a couple, we got two singles pushed together. Instead of the full sea view we paid extra for, we got only a partial view. We had also requested a quiet room far from the Hard Rock Hotel, yet were placed in the tower closest to it. It honestly feels like every request we made was ignored. To make matters worse, the room was filled with such an overpowering air freshener smell that it gave me a headache and made it hard to breathe. We had to stay on the balcony just to get away from it. I’ve called reception to ask for help, but we’ll see if anything is done. And finally, for an all-inclusive stay, it’s frustrating that the only open venue at 5 p.m. was the pool bar — which wasn’t even serving proper food, just cold sandwiches. We chose this place to celebrate a once-in-a-decade moment and expected something special. Instead, it’s been one disappointment after another. For anyone traveling with kids or expecting genuine 5-star service, I strongly recommend double-checking everything before booking so your special occasion isn’t ruined the way ours has been."