H10 Las Palmeras — Hotel in Arona

Worst customer experience of my life:

I can't type more than about 150 characters when I try to file a complaint at the H10 website, so I'm just gonna do it here. Absolutely unacceptable treatment at the front desk by a specific employee. I tried to inquire about making reservations at one of the themed restaurants, since the webapp gave an error when filling in my details and referred me to the reception. Before being able to finish my question, the guy just bluntly pointed his finger at a screen in the main hall. Then he grabbed a card with a QR code on it and told me to scan the code on the card I got at checkin. I tried again to explain to him this method didn't work and it showed an error. His first reaction was to snarl at me telling me I did something wrong because the system never fails. In other words: it's your own fault. He asked me for my room number and apparently I was supposed to put a '0' in front of it "like it said on the card" (which was still in our room). I was unaware of this since there was no '0' on the door of the room and it was something I simply couldn't have known for I later checked the card and the '0' was not on it. The way he talked to us made me and my wife feel like complete idiots. This frustrated me and my wife fiercely. I typed in my information with the '0' added and still it did not work. In frustration I threw my phone on the counter showing him it still didn't work. This wasn't polite of me in any way but he already pushed a lot of my buttons at this point because of his behaviour, making me quite annoyed. Then he showed me the info on his computer screen which turned out to be wrong. The room number he filled in was not ours, indicating he hadn't been listening very well in the first place. After that I filled in the form again and without saying a word he pointed at his computer screen showing me my first name as if I was filling in the wrong name. The webapp however clearly asked for my surname which was not the name he was so frustratingly pointing towards. After filling that in it still didn't work and he told me to remove the email adress the webapp was asking for. All the while remaining his angry and frustrated demeanor. Knowing things finally worked now he quickly disappeared behind the scenes and I asked his colleague to please send him back in as I was not done with this. I tried pointing out to him that the way he addressed me and my wife was very unprofessional and we felt treated like idiots. He didn't even allow me to finish my sentence and instead of starting an adult conversation with me, he became extremely defensive and angry and denied any wrongdoing. All he did was point out how I threw my phone on the counter which I admitted wasn't a very nice thing to do. I tried explaining to him I did so because of the way he talked to me and my wife. He kept saying it was just my opinion and when I added my wife felt the same way, he had the audacity to say this was only because she was my wife. That downright pissed me off. As if the opinion and feelings of my wife didn't matter. Still trying to stear it into an adult conversation I told him I work with guests as well and could understand if he was frustrated because of encounters earlier in the day, but instead he even took that into question by mockingly asking me, YOU work with guests!? Realising I was not backing down and threatening to file a complaint he finally tempered down in hopes I wouldn't go through with it, but the damage had already been done. Never in my life have I been treated so poorly and rude by hotel staff. This entire encounter left an extremely bad taste in me and my wife's mouths. I've worked with guests in the recreational industry for over 20 years. If he had shown the least bit respect for the way me and my wife felt about the way he talked to us, I wouldn't have been writing this complaint. It left a very large stain on what was supposed to be an amazing honeymoon. I have send H10 a message mentioning this review which also contains his name. Please...

Really enjoying our stay here. Just had dinner at the Japanese restaurant and it was a great experience.

Dinner in the main buffet restaurant is ok, but as you would expect food could be hotter, lots hotter. It would be great if the labels could be done for all the food and the labels marked to show if it's meat, fish or veg etc. as my wife doesn't eat meat. I did ask reception about this as it seems like a bit of a no brainer to do this anyway (I do if I put on a buffet at a house party!), unfortunately, nothing changed whilst we were there. Unfortunately I did find a few signs were wrong too, one was the chicken and tuna was mixed up, the second was BBQ sauce labelled as tomato - not a huge deal but again, labelling food would be so helpful. Lunch and breakfast is pretty much the same each day with few of the dishes varying. Always plenty of fresh salad.

There are a few pc's in the lobby which are free to use. Booking the two restaurants was pretty easy with plenty of availability.

The hotel room was pretty standard and a little tired. The air con worked but only to take a few degrees off of the temperature of the room, luckily it was only 26 during the day - if it was summer I would of been melting at night! The mini fridge was empty which was helpful to stick out bottles of water in - no water or tea making facilities were provided in the standard room. The biggest issue was being at the front of the hotel in a standard room on the second floor meant we heard the constant hum of fans from the air con units outside, sometimes louder hums, sometimes intermittent louder then quieter. If you prefer a quiet room I would suggest go higher or pay the extra for a sea view.

The hotel itself was nice, smoothies at mike's coffee shop were lovely, shame it's only open from 4pm. Drinks were good, mostly branded spirits and Estrella on tap which was very nice. Evening entertainment was mostly good, I did leave at half time for a couple of shows but most people seemed to enjoy it - expect gymnastics and a few singers.

The Italian restaurant was ok but not really authentic pizza, if I was going again I would definitely choose a pasta dish, pizza was like I made it at home with shop bought dough.

Havi the activity guy and his younger counterpart (I forget his name - sorry!) are great fun. Everyone we have interacted with has been lovely.

The gym needs a set of free weights, it is a cable machine, runner, spin bike, recumbent bike, normal bike and a cross trainer - don't get your hopes up if you expected to lift some weights whilst you are away - cables is all you got! Unfortunately there was quite a drain smell in the gym a couple of times we visited too, we left the door open for a bit.

All in all, for £1200 a person (including flights, transfers, all food, drink, nightly entertainment, plenty of activities, pool bar, coffee shop, downstairs bar, reception piano bar, entertainment bar and a meal each in the japanese and italian) I think it was pretty good value! The highlight was the Japanese restaurant experience.

Just a few tweaks in the buffet restaurant and gym and this hotel would be a no brainer. We are planning to come back to Tenerife same time next year but will up our budget a bit in the hope of getting the above issues resolved at a slightly nicer hotel.

@Management - if you do sort the above, please do let me know as we would be happy to come back.

3 Stars for rooms as they were standard. 4 stars for service as everyone was really helpful, fun and nice, better than expected. Not 5 stars due to the food labelling issue. 5 Stars for location - next to the beach, easy walks to nearby...

I rarely leave reviews, but I feel compelled to share just how awful our experience at H10 Las Palmeras has been. Second day in to our hotel.

From the moment we arrived, things went downhill fast. Our booking couldn’t be found, even after providing both reference numbers. We were left standing at reception while I had to download proof of our booking, convert it into a PDF, and email it to the hotel just to prove we had paid in full. This was incredibly stressful and not the welcome you expect after travelling.

Eventually, a room was manually created for us — but what we were given was disgusting. Absolutely nothing like the pictures advertised either on booking sites or the hotel’s own website. After complaining, we were offered just one other room to choose from, which we had to accept. The room was still dated, tired, and not at all what you’d expect from a 4-star hotel.

This hotel is not family-friendly in any way. It’s clearly geared towards elderly guests. There’s nothing for children, and my kids were even refused permission to throw a ball in the pool, despite other activities like volleyball being allowed. Apparently throwing sinking sticks is fine — but not a ball. Makes no sense at all. Inflatables are not allowed. It’s a non smoking hotel, yet staff can smoke where they like.

To make matters worse, the whole hotel is basically gone down with food poisoning including my husband. Doctors have been in and giving anti sickness jabs. There is also cockroaches everywhere inside and falling out the coffee machine spout. The food is absolutely disgusting and just looking at the food makes you feel sick. The staff are rude both myself and my daughter were refused service at the bar while in our swimwear, yet moments later, we watched several other guests in bikinis being served with no issue. The staff have been inconsistent, and at times completely dismissive. There’s no customer service here — just judgment and attitude.

We are on an all-inclusive package, but what’s not made clear is that this hotel has another tier called “Privilege,” which gives you access to actual facilities. If you’re not paying extra for that at €78 a day per guest, you’re very much treated like second-class guests. Even the beach bar isn’t included in the all-inclusive deal — what exactly are we paying for? Nothing all inclusive here at all.

The facilities are dire, the service is appalling, and the overall experience has been worse than being at home. This was supposed to be a special family break — instead, it’s been an exhausting and upsetting experience. Maintainance started at the hotel and a jack hammer and angle grinder have been used for 2 days straight fixing the baby pool where all the tiles had come up. Lawnmowers and leaf blowers was out all day yesterday from 9am- 3pm.

Yellow water comes out the taps in your rooms and is clearly filthy water.

Head over to TikTok and look out for my video showing this all- search H10 las Palmeras. It’s had over 200k views. Lots of comments of other unhappy guests.

Save your money and...