H10 Conquistador

"We stayed here as a family of 3 in August. On the first day, my husband slipped and fell in the reception on the first morning due to the floors being wet and no signage put up. He was carrying towels and wearing flip flops and could not save himself on the wet marble floor. He badly damaged his leg, smashed his elbows and damaged his expensive watch. No first aid was offered. Later that day we received as a gesture, a cup of chocolates and a voucher for 2 to use the spa - we travelled as a family of 3. I spoke with Guest Services and showed them the photos of my husbands leg. I said we could not accept the spa pass as my husband was due to have a hernia operation on return from the holiday. I instead asked if she could allow us the privilege use so we didnt have to run for a sunlounger in the mornings. She said it was not possible but to come back in a few days. The bruise on my husbands leg was really prominent and massive. I returned on the 3 day and asked for an update and again they had nothing. She said that it possibly should go through their insurance. We agreed. Since we have returned - THREE MONTHS I have repeatedly emailed Mariola Galán as well as emails for the manager and they have been completely ignored. I asked for the insurance details and the reference number and this has not been provided. I have called the hotel MANY times asking to speak to the hotel manager about this and EVERY SINGLE TIME he is not there!! On 23 October I wrote an urgent email to the hotel, to be copied to the manager giving them a deadline to contact us - and that has gone completely ignored. Yesterday I called the hotel asking to speak to the manger, they asked why - I explained that it was a complaint regarding an accident, I was put on hold for 8 minutes and no one came back to the call. I hung up, and called back - and no one answered my call - they must have registered my number. At my wits end, I called the Head Office in Barcelona asking for the manager and explained my frustration with the Conquistador and I was told it was not possible but to put it in writing. STILL NO ACKNOWLEDGEMENT NOR RESPONSE!! The customer service and customer care is absolutely SHOCKING!!! An accident in their hotel, right at the reception - no first aid offered, they are in breach of health and safety rules - in fact my husband had to report a second time that the floors were wet and no signage up - and they their silence is nothing short of negligence! BEWARE!!!! I will be taking this further with my own travel insurance so they can sort this mess out."

"Perfect location. Literally a stone throw from the beach. Very clean. The staff and food, entertainment was top class! Ty H10 conquistador "

"the staff are very friendly and a good laugh too!!! the spa is really relaxing and would highly recommend the massages as well. The hotel just gets better every year. "