H10 Ocean Suites

A holiday we saved three years for — ruined by appalling complaint handling We saved for three years for this holiday. Because of my partner’s deteriorating health and disabilities, it may well have been our last opportunity to enjoy a holiday abroad together. That is why what happened at H10 Ocean Suites has been so upsetting. There were good members of staff, and Jet2’s Senior Resort Representative Lauren ultimately showed us considerable compassion. Unfortunately, our experience of H10’s Public Relations representative, Glen, was very different. Our problems did not begin with one argument. They developed over several days. Following serious overnight noise, we requested a room move. We were required to vacate our original room quickly but then waited until approximately 3.30pm for the replacement room. During the hurried move we accidentally left an expensive multi-device charger behind. Despite repeated enquiries, it was never recovered and we had to spend another €50 replacing it. We approached Public Relations hoping somebody would help. Instead, our first encounter with Glen left us feeling that the concern was simply being closed down. His position seemed to be essentially that lost property was our responsibility. Whatever the legal position may be, his manner came across to us as dismissive rather than helpful. That was our first encounter with him. A further incident then occurred involving a waitress at dinner. She approached my partner in an angry and confrontational manner. Because of the language difficulty, we were unclear whether she was objecting to smoking, vaping or drinking in a particular area. My partner does not smoke or vape. We asked for somebody who could explain in English what was happening but remained none the wiser. When we later raised the matter with Glen, his eventual explanation was that the waitress had actually been trying to return my partner’s vape. It was not his vape. He then described what had happened as mistaken identity. We asked whether the waitress could simply come and explain the situation. Glen refused. Again, something that could probably have been resolved in minutes ended with us feeling dismissed and without any meaningful explanation or apology. Then came the issue that became the breaking point: Glenmorangie whisky. My partner ordered a Glenmorangie, and the first member of bar staff served it without requesting any surcharge or warning that it fell outside our All-Inclusive package. Approximately twenty minutes later, after a change of staff, he ordered the same drink again and was told by another member of staff that it would cost €25. This second member of staff then produced an All-Inclusive drinks tariff. That immediately raises an obvious question: If one member of H10’s own bar staff did not apparently know or apply that restriction, how was a guest reasonably expected to know it? More importantly, this does not sit comfortably with the public-facing information customers see when deciding whether to book. Jet2 currently describes H10 Ocean Suites as having bars serving “a range of local, international and premium drinks” and lists “Drinks” as part of the All-Inclusive board basis. H10’s own website promotes its All-Inclusive offering as including “Top brand food and drinks.” H10’s separate hotel factsheet does say: “Drinks included as per the All-Inclusive programme menu.” But that wording is extremely vague. It does not tell a prospective customer that particular premium spirits may attract a substantial individual surcharge, does not identify Glenmorangie, and does not indicate that a single drink could cost an additional €25. To us, this therefore became much more than an argument over one whisky. It raises a serious question of transparency and potentially misleading advertising or omission. If a material limitation of an advertised All-Inclusive package can result in an additional €25 charge for a single drink, we believe that limitation should be made clear before a customer books and pays, not discovered at the bar after another member of the same hotel staff has already served the identical drink without charge. That was the issue my partner wanted explained. Instead, another visit to Public Relations became the breaking point. By this stage my partner, who lives with hidden disabilities and longstanding mental-health difficulties, was becoming increasingly distressed. Glen’s manner again came across to us as dismissive and focused on what was “in the book”, rather than on understanding why two members of his own staff had apparently applied different rules. My partner eventually lost his temper and shouted. We do not excuse that. He accepts responsibility for shouting. There was no physical aggression. But accepting responsibility for his reaction does not erase everything that led to it. That remains the question at the heart of our experience: Why was enormous scrutiny placed upon my partner’s eventual reaction, while there appears to have been no equivalent scrutiny of the repeated events and complaint handling that caused and escalated it? My partner contacted Jet2 that evening and explained what had happened. The following day we missed the resort representative because, after an extremely emotional night, we had slept late. We later discovered that the hotel’s pools were also closed. We were not given a clear explanation at that stage and decided to leave the hotel for a while and try to salvage some enjoyment from the day. The next day we were told that H10 had decided we had to leave the hotel. Fortunately, Jet2’s Senior Resort Representative Lauren was present. She came to our room and listened. By then my partner had reached the point of complete emotional collapse. He was inconsolable, crying uncontrollably and struggling to compose himself while trying to explain what had happened and the effect it had had on him. Lauren treated us with compassion and professionalism and arranged for our flights to be changed so that we could return home early. That was excellent customer care in extremely difficult circumstances. Because our replacement flight was not until the following day, Lauren also approached hotel management and asked whether we could remain for one additional night rather than having to find and fund another hotel ourselves. That request was refused. We therefore had to arrange and pay for alternative accommodation. We cannot know why that final request was refused, so we will not speculate about motive. What we can say is that, given our circumstances and the state Lauren had personally witnessed my partner in, we experienced the refusal as unnecessarily harsh and lacking compassion. The final interaction was perhaps the most upsetting. As we were leaving with our luggage, Glen was standing around Reception. From our perspective, his expression and manner appeared smug rather than sympathetic. My partner, who also has significant physical mobility problems, was behind us struggling to leave. Glen subsequently walked past him ‘smirking’ towards his office. I cannot know what Glen was thinking, and I will not pretend that I can. What I can say is this: On three separate occasions we approached Public Relations looking for clarification, assistance or resolution. On all three occasions we experienced Glen’s response as dismissive, defensive, lacking in empathy and more concerned with closing down the issue than resolving it. For somebody occupying a Public Relations/customer-facing role, that is the aspect of this holiday we find hardest to understand. This was not simply a disappointing hotel stay. It was a holiday we had saved three years to afford, at a stage of our lives when travelling is becoming increasingly difficult. We came home approximately a week early. That lost week cannot simply be replaced. Hotels cannot guarantee that nothing will ever go wrong. Staff make mistakes, equipment fails and misunderstandings happen. What a hotel can control is how it treats people when something does go wrong. For us, that is where H10 Ocean Suites failed most profoundly.

This hotel is in a good location, close to the main strip but set back from the road enough to be quiet. The rooms are a good size with very comfy beds. The rooms have a bed settee that have seen better days. I could not sit on ours as it was not comfortable and was full of stains. Plenty of wardrobe/drawer space.

Our room was on the second floor overlooking the quiet pool, so the room was very quiet which was what we requested. We had a ramp to our room which was great for mobility issues. Not all blocks have ramps and are only accessible via stairs. The bathrooms are large with double sinks. Plenty of space to put your toiletries. Shower was good. Our room was cleaned daily to a good standard, however, we were with another couple and I could not say the same for their room, they did complain to no avail. Even when the towels had been left on the floor to be changed they had to go to reception in the evening after a trip as the cleaner had not been in their room, or even made the bed. Dust and dirt in their room.

I am a very fussy vegetarian, I was able to find something to eat most nights, just the odd night I struggled. Breakfast was a good selection.

Went to Mamma Mia twice, enjoyed the meals provided.

The pool was closed for 4 days whilst we were there as something had broken and affected all the pools, this was not ideal in high temperatures. The hotel advised the tour companies and lots of emails/texts was being sent to their clientelle by Jet 2, Easyjet etc, however, this was not the case with TUI. The reps when on site did not want to know and did not pass on any details whatsoever. The hotel did offer good will gestures for this inconvenience. My rating would have been 4 had it not been for the pool issue. Looking at previous reviews there seems to be an ongoing issue with the pools.

You cannot get clean pool towels daily, we were allowed 3 clean towels in a 14 day holiday.

When we arrived there was a bottle of cava and chocolates left for our wedding anniversary which was appreciated.

There are only 2 chairs on all the balcony's. As we were a party of 4 it would have been nice to sit on the balcony with a drink without having to carry chairs from one room to another.

There was a problem with the one and only lift. This caused a problem as we had 2 people with mobility issues in our party. The restaurant is on the lower floor and was only accessible by stairs.

The bar on the ground floor is not open in the evening. There is an outside seating area on this floor which is very popular of an evening, so would benefit from using this bar.

If you arrive late at night it may be difficult to find your room. The lighting is poor around the ground areas, as I found when I fell on the first night as some of the steps are grey and do not clearly stand out as stairs in the evening lighting.