H10 Croma Málaga — Hotel in Málaga

The rooms are nice enough, the location is convenient, and the rooftop is lovely if you can get a seat or service, but this hotel is a terrible value with incredibly rude and unhelpful staff. This hotel made a terrible start to our holiday far worse, and ruined Málaga for us. Everywhere else we've stayed in Spain has cost half as much (with similar central location) with far superior, welcoming service. If you're a member of the H10 Club, you get treated with respect but if not, they don't even want to let you use the amenities you've overpaid for.

When we went to the rooftop, the server assumed we were random people off the street and told us we couldn't sit by the pool because it was "only for hotel clients." (He didn't bother to greet us and inquire.) The rooftop restaurant was entirely empty at noon but when we asked for a table the other server demanded if we had a reservation and refused to seat us at a normal table, instead insisting that we push together two tiny bar high-tops (we left instead).

The day before our arrival, I called to see if we could purchase an additional night at the start of our stay because a horrible flight ordeal forced us to cancel the Granada portion of our trip prior to visiting Malaga. Rather than offering the simple, elegant solution of just booking me a room directly, she refused to help me and told me I HAD TO modify my reservation through booking.com - even though I didn't want to change the rest of the reservation, just purchase one more night. Exhausted and bleary eyed from a 3-hour flight that turned into 12 hours trapped on a plane, I must have mistyped something on my phone, so our reservation changed entirely. When we arrived Tuesday morning, the front desk worker said the reservation HADN'T been changed to add the new night, but he could sell me a room as a separate reservation for Tuesday night. He had to check whether any rooms were available, and had us wait while they looked to see whether a room was available and cleaned. The next day when I went to check in for our original reservation, they had charged us $310 for a "no show" Monday night despite the fact that they had no record of the change to our reservation as of TUESDAY MORNING and clearly hadn't held a room for us to "no show" for - if they had, we should have been able to walk right into "our" room instead of having to wait to see if one was "available." When I calmly and politely asked if they could refund the "no show" charge, they refused, said it was my fault because I changed the reservation (even though they're the ones who made me change my reservation rather than just selling me 1 night), and treated me like I was trying to con them...when they're the ones who got to sell the...

My wife and I have just spent a week at this hotel on a bed and breakfast basis. Our room was not ready on arrival but the receptionist stored our cases while we went for a stroll. When we returned we were given a welcome glass of cava before being taken up to our room. ||The room was clean and modern with two large and comfortable twin beds, plenty of wardrobe and drawer space, a table, a relaxing chair, “desk” space and a stool, a minibar, glasses, cups and a coffee machine, a very simple to use safe, and a large flatscreen TV with a handful of English channels. There were not enough hangars for our week stay but we phoned reception and a maid brought up plenty more. Two water bottles were left by the maid every day. There was a small balcony with a table and two chairs. The bathroom had a toilet, washbasin and large walk-in shower, with hand towels and huge bath towels, with plenty of liquid soap, shampoo, conditioner and body lotion. ||Breakfast was excellent. There was a large choice of everything - fruit juices, yoghurts, fresh fruit, cereals, breads and preserves, pastries and cakes, teas and coffees, plus cold continental meats and cheeses, and hot choices, including eggs to order, if required. I don’t think I have seen such a variety of breakfast food at any other hotel.||The hotel has a small gym which we did not use, and a bar and restaurant on the rooftop giving a panoramic view across the city. We had a drink most evenings, but did not have an evening meal at the restaurant.||All the staff we met were first class. All the receptionists were friendly and helpful, giving us a comprehensive list of restaurants for our evening meals, and booking the hop-on hop-off bus for us. The staff at breakfast were always smiling and very efficient. The maids always kept the room clean and tidy. ||If we return to Malaga we would stay here again -...

I have never felt more disrespected as a customer. In short, H10 prioritized money over a lifelong customer and any future stays as I will go out of my way to avoid this Hotel and Company.

I am from the US and was supposed to go to Spain June 15th with friends and family from Tel Aviv Israel. We were going to Madrid, Granada, Seville and Malaga. Due to the recent conflict with Iran, they are unable to leave the country and everything was canceled. I booked non-refundable rates (I fully acknowledge this) however I did this for all of the 5 hotels I booked across Spain. EVERY SINGLE hotel, trip provider, etc. was more than accommodating in moving my reservation to August….except H10 who is arguing and saying that the “regrettably these external factors were already present at the time you made your booking, and yet you freely chose a non-refundable rate, accepting the risk involved, and benefiting from a more advantageous price than the flexible rate.” Basically because Israel is always in conflict, this is my fault. This is an incredibly ridiculous take on the situation as I booked weeks before the bombings occurred on June 13th.

All I wanted to do was move the reservation. I even offered to pay a fine and upgrade rooms during an upcoming trip in August. Gloria from the reservations department was extremely confrontational and had absolutely no desire to help me whatsoever.

Once again, I understand things are non-refundable, all I wanted to do was move due to the bombings in Tel Aviv as I would be in Spain by myself if I didn't. I'd also like to reiterate that 4 other hotels (all non-refundable) were more than accommodating (Pinar Plaza in Madrid, Escudo del Carmen in Granada, Hotel Casa 1800 in Sevilla, and the Westin Madrid Cuzco). H10 prioritized their 850 Euros over a lifelong customer. I will never stay at a property owned by...