Hotel H10 Costa Adeje Palace

Hotel is a little tired looking, could do with a little TLC. E.g Broken tiles around the pool area but hotel is very clean with very good infection control measures in place Rooms are very clean and have everything you need . We were made to feel very welcome from all staff , they could not do enough for us. When we didn't like the room which we were allocated (only because there was no sun on the balcony in late afternoon) the reception staff moved us to another room the next day, we got exactly what we asked for, a lower floor with afternoon sun ( unfortunately not the greatest view ) Food was very good in all restaurants, including the snack bar. La Tosca dining option was amazing . This was not our first choice of hotel as we were originally booked into H10 Gran Tinerife, but we had a fantastic holiday thanks to fantastic staff and brilliant weather

Well, were do I start.... Booked this as a package Holiday with Jet2 Holidays, From their website the hotel looks beautiful, it looks 4 Star and the rooms look lovely and clean so decided to book 10 nights here at a cost of almost £1000 per person all inclusive. When we arrived, from the outside the hotel looked as expected and was happy to be on holiday and staying here. Then we entered the building. It was shocking, the main lobby was filthy and the reception we got was tense and the staff were very rude. They made all British holiday makers feel unwelcomed and looking around existing guests looked miserable, guests checking out looked relieved. We eventually checked in after a lengthy process. We went to our room and as we entered the room, it felt like someone was staying there. The mini bar was full of half drank drinks and opened snacks. Beds were not changed or even made, one bed out of 3 had blood on the sheets and dirty used towels on the floor in the bathroom. I called reception and they gave us another room. This was shocking considering the current global pandemic and this Hotel being the first on the island to get Covid-19 you would expect them to be on top of things like this. Eventually after 3 hours we were in our room and could begin our holiday. The following day we sat around the pool area, Pool bar was ok but expect better for 4 star, very slow service. I got in the main pool and was shock how filthy it was. There was sand at the bottom of it and broken tiles that holiday makers kept cutting their feet on. You could tell the pool had not been cleaned for several weeks which again you would expect better considering the current pandemic. After that I was not happy to use any of the other pool facilities in this hotel which was a shame. We also booked the Sakura Teppanyaki restaurant, when we arrived for our booking the member of staff was extremely rude to all guests waiting patiently to enter the restaurant. It was our turn in the que to enter the restaurant and we was refused entry as they did not book in the correct amount of guests for our booking. I asked to speak with the Manager who did not even apologise for the error instead she offered us a free meal in the ALL INCLUSIVE BUFFET! that we had already paid for?!? and apparently that is the best she could do...I asked if she could book us on another evening and she bluntly said no. There was also an incident whilst on holiday where a member of our party tripped over the large feet that stick out on the umbrella's in the outdoor seating area and fractured his knee and badly bruised it. I asked the manager for medical assistance and she bluntly told my friend to 'go lay on a sun-lounger and get on with it'. This was the point of the holiday we just all wanted pack our suitcases and go home. On our last day we checked out at 12 noon. Our flight home was not until the late afternoon. Apparently the Hotel Policy is that from 12 noon you are no longer allowed to use facilities, bars, etc and all inclusive ends. We were told to go wait outside in the baking hot heat with our suitcases until our coach arrives...which was some 5 hours later! I was shocked at this as I travel a lot and never come across this and was not advised of this policy when booking the hotel or on arrival of the hotel. So off we went feeling turfed out for 5 hours with all our luggage outside in the sweltering heat. Apart from all the above, the hotel has a pond that ducks are residing in...the ducks like to get out the pond and swim in the main swimming pool. The food is substandard, our entire party had bad stomachs and Diarrhoea for the entire stay here. If local restaurants were open we would have gone out for food but was stuck here at this hotel due to Covid-19 not everything out of the Hotel was back up and running again. I travel around the world 7-10 times a year and stay in a range of hotels from 2 Star - 7 stars and have always 'got what I have paid for' This hotel is definitely more of a 2 Star then a 4 star. I would not go back here again even if a free holiday plus a full refund for our stay was offered....It was very very bad! The staff were unwelcoming and rude, the hotel is in urgent need of building repairs/renovation, the food was awful, the rooms were disgusting and not covid-19 compliant. This has put me off all H10 Hotels now which is a real shame, never again! DO NOT BE FOOLED BY THE EXTEMELY WELL PRESENTED WEBSITE AND PHOTOGRAPHY!! THIS IS NOT WHAT YOU'LL BE GETTING ON ARRIVAL!!!!

I live in Tenerife and I have stayed in a lot of H10 hotels on the island, including Costa Adeje and their quality has always been very high. We went for a week in July 2020 and we were VERY DISAPPOINTED. This is the hotel that was in quarantine in March 2020 so I thought it would be the best hotel to stay at and they would be very strict with hygiene. I even called and spoke to someone at the hotel prior to our arrival to find out what Covid19 measures were in place. He told me the following: -there would be social distancing at the pool area -the sunbeds would be cleaned after use -there would be no self service in the buffet and the staff would serve the guests -the only food available for self service was single servings covered with cling film or a lid NONE OF THIS WAS TRUE. The pool area was very crowded, there was no social distancing and I never saw anyone clean the sunbeds. When we went for our first dinner we saw a normal self service open buffet where anyone could serve their own food. Even the show cooking went straight into a tray for everyone to serve, they did not put the food directly into our plate. The worst thing of all was that there were guests who DID NOT USE THEIR MASKS when they went to the open buffet. The same thing at breakfast. People again went to serve themselves in the OPEN buffet WITHOUT using their masks. I then spoke to a woman at Customer Service to explain how we were concerned about eating in open self service buffet. Had I come to know it in advance, WE WOULD NOT HAVE STAYED AT THE HOTEL. I did not want to put our health at risk. We had Media Pensión and I asked for us to be changed to their restaurant a la carta. Their response? No. I asked for a refund for our meals. They gave us 28€. I asked for a complementary cocktail for our troubles. Their response? No. I have friends who have stayed in other hotel chains in Tenerife in the month of July: Sol, Coral and Iberostar and they ALL told me that in their hotels the buffet area the food was behind glass and served by staff and not by the guest. All the guests used a mask when in the line in the buffet. They also saw the sunbeds being cleaned after use. So I do not understand why H10 would not do this, even when they told me over the phone that they would. If you are trying to be safe, use a mask and maintain social distancing, do not stay here. There are lots of other hotels in Tenerife who are taking a lot more measures to be safe. Unfortunately it seems like this hotel hasn't learnt from its past. PS I would like to say that all the cleaning and restaurant staff were very kind and extremely overworked, they did their best in the circumstances.