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All reviews privilege room pool area puerto banus lovely hotel half board ocean club saturday market la sala stag and hen breakfast and dinner evening entertainment dual carriageway busy road room safe reception staff privilege package poolside bar
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Reviewed 13 July 2016 via mobile

We arrived at this hotel and were expecting a lot more for the £££ we paid. As soon as we came we were made to feel like a nuisance by staff. Just by being present! The hotel itself is quite dated and shabby.

For 13 girls our rooms were the following:- one room was in a completely different building, 3 rooms were on the same floor but spread out and 1 room was on a different floor.

We got over this however on the second night my pregnant friend had an awful chemical smell coming into their room and their AC wasn't working. The chemical smell was extremely strong and worrying however the hotel didn't care about that and said it was non poisonous and they would get someone to "have a look" at the AC. The reason for the chemical smell and loud noises all morning was because of some sort of refurb however we paid the same as the others who didn't have to deal with putrid smells and loud sounds!!
The staff didn't provide a room change and didn't care whether she was pregnant and feeling unwell. Atrocious service to say the least!

Being girls celebrating a hendo we would get together in one room however we were told off and the security staff member counted however many were allocated to the room and made everyone else leave. Talk about dampener!

*If you're coming in a group then DO NOT BOOK!*

Food was appalling- completely bland and unimaginative.Flys were everywhere- all drinks had to be paid for (I have been to many all inclusive resorts and this is the only one where I've paid so much for so little and at very poor service)
Waiters had an issue when we wanted to sit together and would roll their eyes and huff and puff when moving a table by 10cm.

The pool bar wasn't any better. Ordered some cocktails and they were the most watered down beverages we had ever had!
We asked the pool bar if we could take some ice to chill our champagne with as we had taken some from the restaurant the day before. They told us they would charge us €4 for two glasses of ice. When we informed the staff of what we had got the previous day they snapped at us and we were told to wait til the restaurant had opened and To go get it from there then. The staff were so rude over a few cubes of ice where normal hotels have ice machines and would supplement these things as its a hot country?

Wifi was inclusive and worked fine in our rooms.

Pool area was extremely packed and small.

Overall I would give this hotel 1/5

I did not expect to pay for something of such low standard and service! If you're thinking of booking this hotel... THINK AGAIN

Stayed: July 2016, travelled with friends
3  Thank Sugarfree_candy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 13 July 2016

Holidayed for one week in June with my 16 year old daughter and we had a fantastic time. What's not to like with guaranteed blue skies and endless sunshine every day. Stayed in a standard room 221 which was perfect, painted white throughout so not dark & dingy, spotlessly clean and very comfortable beds. Poolside view with sun on balcony until 8.30pm which is a must for me but ended up not using as balcony blisteringly hot from 6-8pm! Puerto Banus is definitely 'the' party place but caters for a wide age range from couples of all ages, from the very young to the very old, groups of guys & girls of all ages, plus golfing parties. There's something for everyone whether you want to party hard or just enjoy a nice restaurant.
10euro towel deposit IS refunded at the end of your stay - just ensure you keep receipt you're handed on day one. Yes you have to pay a daily rate for safe but no big deal.
Having read reviews before arriving I wasn't sure how we would find the pool area but absolutely fine although not many seem to use the pool which unfortunately put my daughter off. There didn't seem to be a race to put towels out as the whole pool area is totally shaded until 9am and being adults only, there was a very late start to hotel life, even the outside areas aren't cleaned until 8.30am.
I was also concerned when reading about the subway but it was such a convenient access to the beach & harbour. The entrance runs down the side of the casino. We never took a taxi to Banus as such a short walk and I noticed that the hen parties would walk down in flip flops then change into killer heels once there. Fantastic location & Ocean Club less than five mins walk from hotel - what an interesting place but very expensive!
Great Wi-Fi even around pool and the one hotel I've been to where not everyone is sitting in the foyer with laptops & Ipads trying to get Wi-Fi. Reception area is huge and very impressive. Also only surprisingly witnessed ONE football shirt throughout our stay & bearing in mind the Euros were in full swing!
We had Breakfast & Evening Meal which can be exchanged for Lunch if you let them know at Breakfast. Lunch is very condensed but still caters for everything and suits if you're eating out that evening. Tramps Beach Restaurant is fabulously fresh & extremely tasty - those girls work very hard. Can fully recommend their Prawn Salad & Melon Cocktail. Italian (next to Sports Bar) to front of hotel is excellent also and was well catered for Euro games with umpteen television screens. Also supermarket & other shops/restaurants are out the front of hotel, bear right and where you see the 'no entry to cars' walk up hill.
I have stayed at many 5 star hotels but this easily beats many of those. Staff extremely friendly & helpful. Have joined the H10 club and will definitely stay at others.

  • Stayed: June 2016, travelled with family
    • Value
    • Cleanliness
    • Service
Thank TRick3017
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Direccion_hap, Director de Relaciones con Clientes at H10 Andalucia Plaza, responded to this reviewResponded 14 July 2016

Dear TaraRickard,

Thank you very much for taking your time in making comments during your stay in our Hotel.

Really happy to see that you consider our Hotel as a 5 star, being 4* is a pleasure for us to see that after a holiday in our Hotel you found our service and installations as 5 star Hotel.

Comments like yours make us keep working to maintein the level that our guests demand us.

You are more than wellcome to our Hotel, looking forward to see you soon.

Kindest regards,

Patricia Maeso
Guest Relations Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 July 2016 via mobile

I stayed here for one night mid March with a couple of friends with the intention of going out in Marbella.

We used the pool and facilities all day and we had a fabulous time however it was very expensive. I wouldn't have liked to spend a full week there as it would have been a very expensive holiday.

The location was ok, we could get to Puerto Banus but it was central. The reception staff were ok but we didn't have much dealings with them other than checking in and out.

Overall we have a luxury day and night in a posh hotel but I wouldn't stay for any longer.

Go for something cheaper and more central!

Stayed: March 2016, travelled with friends
Thank Nicola H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Direccion_hap, Director de Relaciones con Clientes at H10 Andalucia Plaza, responded to this reviewResponded 14 July 2016

Dear Nicola H,

Thank you very much for taking your time in making comments of your stay in our Hotel.

Just to comment that our Hotel is a 4 star Hotel, located in Puerto Banús, our prices are in the level that the other Hotels in the area even cheaper in some cases and for sure cheaper than locals in Puerto Banús.

Sorry that you did not have what you expected.

Looking forward to see you in the future and can change your point of view.

Kindest regards,

Patricia Maeso
Guest Relations Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 12 July 2016

I recently visiting this hotel with 7 of my girlfriends - the hotel itself was nice, slightly shabby but nothing major. The staff on the other hand were appalling. Throughout the holiday they made us feel uncomfortable and to be a hindrance rather than a paying customer. We paid a fair amount of money to stay at this hotel and we feel quite embarrassed that we were expecting a classy 4* stay - yet actually experienced a very uncomfortable 1* type service.

  • Stayed: July 2016, travelled with friends
    • Value
    • Cleanliness
    • Service
1  Thank Sarah C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 12 July 2016 via mobile

Had a great 14 day stay found the hotel to be very clean and very efficiently managed all staff very pleasant and helpful nice bedroom with pool view.
The food covered for individual taste with the buffet and good choice of alternative dishes should you prefer freshly cooked to your choice and for a person with a sweet tooth you cannot go wrong with the choices cakes ice cream etc.
We found the dining room staff to be very attentive and we were well looked after by Omaira.
Nicely situated for the beach and shops the only draw back we found was the subway which needs attention, cleanliness.
Overall we had a great holiday and will be visiting again
Well done to all staff.

Stayed: June 2016
Thank Christopher W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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