Hotel H10 Costa Adeje Palace

After staying here last year for our honeymoon we decided to return for our first wedding anniversary. The room we were given on arrival was nothing like the one we had last year even though the booking was the same. We went from a lovely room on the 5th floor with walk in shower and king sized bed to a bathroom with a shower over the bath and twin beds on the 3rd floor. There were hairs around the back of the toilet seat and when we switched the bedside light on the switch fell out in our hand! We complained straight away and were told we could not move as the hotel was full. The receptionist (Katheryn) was rude and said we had booked differently to last year which we hadn’t. We told her we had requested a double bed and also told them it was our wedding anniversary when we made our booking. She said the company we had booked with (TUI) had not passed this information on to them. We immediately rang TUI who confirmed they had passed this information on so the receptionist had blatantly lied to our face. The hotel manager said we could be moved to a nice room on the 5th floor but it wouldn’t be for 24/48hrs so we agreed to this. TUI also rang the hotel and confirmed that we would be moved to a lovely room with double bed on the 5th floor in 48hrs. When we came to move the manager showed us to our new room. It turned out to be a room exactly the same as we already had on the 3rd floor but with a king size bed. Again we were disappointed to find that the only difference was the size of the bed and that like the receptionist, he had lied to us. The manager gave us a voucher for a free bottle of cava for our anniversary which didn’t make a lot of difference as we were staying all inclusive anyway! After this we didn’t have the energy to complain again and to waste any further time of our holiday as we were only here for a week. During our stay we had to go to reception on 3 occasions because our door key didn’t work. On one of these occasions the receptionist abruptly told us it was because the key had been near our phone which wasn’t the case. The manager came and spoke to us shortly before we left and said if we came back we should deal with him personally so he could make sure we got what we wanted and to contact him direct by email. However that would be a bit difficult when he didn’t offer us his card with contact details on it! On a positive the cleaners, and catering staff in all the bars/restaurants were great and worked really hard. Unfortunately after such a disappointing experience after last year we will not be returning to this hotel. 🙁

This hotel simply should not have a 4* rating. It may have warranted this description back in the day when it was built, but it is now outdated, shabby and dirty and the staff for the most part are disengaged and not interested in helping. There is a daily charge for using the safe in your room, something I have never, ever experienced in a 4* hotel before and it feels as though everything you require incurs an extra charge - for example an iron in your room and tea & coffee are also charged as extras. The first room we were given was particularly shabby & dirty with a stunning view over two skips and a waste pipe. When we asked for another room we were told we hadn't booked a room with a view - this wasn't about the view, it was about the state of the room which had dirty, cracked and bubbling laminate flooring and did not meet an acceptable standard for a 4* hotel. Apparently another room was not available until the following day, and we had to vacate our room at 11am but couldn't get a new room until 3pm. I appreciate they have to have a room ready, but surely if you're an unhappy guest making another room available quickly should be a priority? We were made to feel as if we were a nuisance because our room wasn't up to standard and we complained. The reception staff weren't interested and no manager spoke to us to see if we were happy with our new room. The new room was slightly better, but the floor was still shabby and lifting. The paintwork on the doors and skirting boards in this hotel are utterly filthy and haven't been cleaned in years - ironic as I saw them cleaning the carpet. The paintwork is dirty in both the bedrooms and the public areas. There were holes in the bedding and the air conditioning doesn't cool the room effectively. Our aircon dripped all night one night to the extent that we had to shut it off. The beds are extremely hard and uncomfortable and it was a relief to get out of bed in the morning - pillows are lumpy. The walls are so thin you can hear everything in the room next door, so dn't expect privacy. There were beetles in the bathroom and a mark on the mirror when we moved in was still there when we left. The shower is over the bath but there are no safety rails to hold on to when you climb into and out of the bath. The restaurant where you have breakfast is overwhelmingly noisy and the food isn't a great standard - tinned fruit and greasy bacon. The wifi is unreliable. The pool area has many cracked tiles and the sunbeds are dirty - the Bali style beds are horrifically uncomfortable with a bar digging into your lower back so they are empty most days. The jacuzzi down by the chill area was also filthy so we decided not to get in as it looked unhygienic. The main swimming pool, however, is lovely and we encountered some friendly staff, in particular the bell boy was very helpful. For us, this was a very, very disappointing holiday and we were eager to leave. If we had not paid in full up front we would have left immediately - the Hard Rock hotel which is a 5* was showing on another website as only £20 per night extra so no comparison. I have photos of the room and paintwork and will be sharing them with the company we booked through. I have read other negative reviews on this website, so PLEASE, H10, don't ask for another opportunity to show that you can do better. You don't address the issues people complain about, you ignore them and make a bland comment. Your hotel hasn't been cleaned properly in months/years and your cleaning staff are obviously told what they can and can't clean. If I stayed with you again it would only be another opportunity for you to overcharge me to stay in a dirty, below standard hotel so we won't be back!