"We have just arrived home after a 7 night stayat H10 White Suites Boutique Hotel and, overall, had a mixed experience. There are definitely some positives, but unfortunately there were also several areas where we felt the hotel could improve.
The hotel is in a good location and our room was large and spacious, although the decor was very worn and dated. The food and drinks at the pool bar were very nice and we particularly enjoyed using it for lunch and drinks during the day. Breakfast was also nice, although the choice was quite samey after a few days.
Unfortunately, cleanliness was one of our biggest concerns. The swimming pool was not clean during our stay. There was a lot of dirt in the pool, with a noticeable build-up and scaly areas around the edges, as well as green staining around the pool. This really took away from what should have been one of the hotel's main attractions.
We also found a hair on the cheesecake at the evening buffet. I pointed this out to one of the staff members, who removed the cheesecake from the serving area and took it back into the kitchen. While we appreciated that the staff member dealt with it immediately, it was still very unpleasant to find this in the first place and added to our concerns about cleanliness.
The room cleaning was also inconsistent. The cleaners arrived at different times each day and on one occasion we were left with no towels at all, meaning we had to go to reception ourselves to get some.
The beds were another major disappointment. Although the room itself was large, we had two single beds pushed together, with very thin mattresses and bed bases on wheels. They were extremely uncomfortable and the beds moving on the wheels made them feel far less secure and comfortable than you would expect from a hotel of this standard.
We also had a disappointing experience with one of the male members of reception staff. We were locked out of our safe and called reception for assistance. Before I had even finished explaining the problem, he spoke over me, simply said that someone would come and ended the call. We found this incredibly rude and not the level of customer service we expected.
The buffet lunch had a very limited choice, so we mainly ended up eating at the snack bar instead. However, on some days it was difficult to find a table in the shaded area.
Another issue was the sunbed situation. Guests were reserving sunbeds very early in the morning and leaving them unattended, and this didn't appear to be monitored by the hotel. This meant that finding a sunbed later in the morning could be difficult and frustrating.
On our final day the aircon in the living area was leaking and dripping through the ceiling panel, I reported this issue to reception who again didn't seem intrested. This didn't impact us as we had already packed our suitcases ready to leave that morning however had we had a few more days it would have become a problem as the floor was wet as well as the panel below the aircon unit which was like a sponge filled with water.
Finally, our last night was a Wednesday when the hotel held its White Party. We had an early pick-up the following morning and were hoping for an earlier night. However, the music was extremely loud and sounded more like a rave than normal hotel entertainment. We called reception to ask what time it would finish and were told 11pm, which was considerably later than the other entertainment during our stay. We appreciate that the hotel wants to provide entertainment, but it would have been helpful to have some consideration for guests who needed an early night.
Overall, H10 White Suites has plenty going for it, particularly the good location, spacious rooms and enjoyable food and drinks at the pool bar. However, the issues with pool cleanliness, finding a hair in the buffet dessert, inconsistent room cleaning, the very uncomfortable bed setup, sunbed management and customer service meant that our overall experience wasn't as positive as we had hoped. With some improvements in these areas, we feel this could be a much better hotel, but based on our experience, we wouldn't be rushing back."
