We are not satisfied with the quality of services provided at Hotel H10 Andalucia Plaza. We had a booking at this hotel from the 8th till the 18th of July. We wrote emails to hotel a couple of times wanting to know the situation with Covid-19 but nothing was said about the hotel being closed and opening just on the 15th of July. On the 7th of July we received and email saying We are happy that the hotel is opening on the 15th of July. At that time we were already on the way to the airport. It took a couple of hours to tell us that we are being transferred to hotel H10 Estepona Palace. But we did not choose that hotel to stay in the middle of nowhere with such poor food. So, we wanted to stay in hotel H10 Andalucia Plaza the last 3 days so that we could enjoy the holiday we actually paid for. Even though, the hotel said it is no problem for us but somehow they could not transfer us if our agency does not change the vouchers. Finally we demanded to spend the last three days at the hotel h10 Andalucia Plaza. Even though we really liked the hotel as its location is perfect, it is very clean and the food was very good, we are really disappointed. 
On the 18th of July we were supposed to fly home, we stayed in the lobby as we still had time to go to the airport. While sitting in the lobby a man wearing a safety mask threw ketchup on my mom’s jumper. She ran to the restroom to wash it out. While she was gone, a second man looking very similar to the first one asked my dad to take a photo of him. While he did that, the first man took two bags with all of our belongings (including passports, IDs, iPhones, driver’s licences, wallet with all of the money and credit cards, glasses, car and home keys . Everything was gone. We did not have any documents, any money, we were also in a panic and stressed. We begged the hotel staff for help. But no one actually cared. A hotel employee said that he just saw two men running but did not even bother to stop them. He also said that he called the police and we actually waited for more than one hour. In that one hour time the police never showed up, nobody helped us. Not tu mention that in this stressful situation no one even offered us water. We left the hotel with nothing, not knowing if we are even flying home tonight. What is the point of having locks on the main entrance door when they are actually off and why there are random people walking in the hotel. After everything that happened that day we are really angry with the hotel staff that was useless and we encourage you to hire more staff or someone to provide other travellers the safety.

Room was filthy had not been cleaned properly at all, Coke cans left on balcony from previous guests finger prints everywhere in the bathroom! And in the middle of a worldwide virus pandemic! When telling the guy on reception he didn’t seem to think it was a big deal and said he would send someone to clean after 30 minutes of waiting we realised it just wasn’t worth the risk so we told the same guy at reception we are leaving and handed are room keys all he said was “ok” not even an apology, probably because are stay was pre paid. Currently in the Marbella club hotel which is a different class.

I personally would not recommend this hotel nor would I book again.
To begin with check in was an absolute nightmare, almost an hour with only one other couple in front of us. The hotel is seriously understaffed.
We were half board basis (breakfast & dinner included) you have to queue to get into the restaurant, queue for a table and then queue for your food. It’s chaotic in there, many times we asked for a coffee (which you were unable to get yourself otherwise we would of) and one morning we asked several times to which we never got one.
Our rooms air con had broken so for the first two days we did not sleep at all it was actually unbearable. I lost count how many times we called reception or went down to reception to beg for it to be fixed to which the answer was ‘there’s nothing we can do’ eventually an engineer came up and he said to reception it’s because the balcony door is open which was 100% not the case. By the third day we went to reception and pleaded for something to be done in which the receptionist (Havier we think his name was) actually moved us to another room, thank goodness!!
There was unfortunately no entertainment in the evening but with it only being a 10/15 min walk into Puerto Banus that was fine we ventured there a few times.
On this third day we set up on some sunbeds and relaxed for a bit then went to reception to ask for something to be done about our room, when we got back to our sunbeds we were left threatening notes stating you can’t reserve sunbeds and if you aren’t back in half hour you will not get your deposit back for your towels’ - that is so uncalled for. I get it if people put towels down and then went out all day. We couldn’t of been away from our sunbeds longer than 10 minutes!!
To top it off there’s 2 lifts in the hotel one which is completely broken. Therefore only one lift worked and with social distancing in place etc it took ages to wait for an available lift!
The hotel itself is clean and the food was varied in the evenings not at breakfast.
We spent a lot of money on this holiday & hotel and were severely let down. Totally understand it’s strange circumstances at the moment but the hotel service is not of 4* which it claims to be.