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All reviews privilege room pool area puerto banus lovely hotel half board la sala road noise breakfast and dinner evening entertainment room safe dual carriageway reception staff poolside bar privilege package plenty of sunbeds main road waiter service
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2 - 7 of 2,923 reviews
Reviewed 27 July 2020

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.

Date of stay: July 2020
4  Thank 674agn_t
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 23 July 2020

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.

Date of stay: July 2020
Trip type: Travelled as a couple
4  Thank jakewsmiths
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Public Relations, Director General at H10 Andalucia Plaza, responded to this reviewResponded 12 September 2020

Dear jakewsmiths,

I would like to thank you on behalf of the entire team for taking your time and sharing your last experience with us, as you know the feedback we receive from our guests are of invaluable assistance. They allow us to identify and focus our efforts on those aspects that require special or immediate attention.

We would like to apologise for the inconveniences you have had in your stay. We do our best to exceed our guest expectations and we are really sorry to know that we have not reached yours.

We will take good notice of all your comments to try to avoid these incidents in the future and give our guest the best quality of service and product.

We appreciate the time you took to share your concerns, and it is our hope that you will give us the opportunity to better serve you in the future.

Kind regards,

Yasmine Bentaher
Guest Experience

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 19 July 2020 via mobile

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.

Date of stay: July 2020
Trip type: Travelled with friends
3  Thank JadeBronwyn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 15 July 2020

I couldn't fault this hotel. I loved my whole experience here, it was worth the money and it is in a great place.

The food tasted so good, the staff were friendly, our hotel room was clean and it was close to everywhere we visited during our stay in Marbella.

Date of stay: August 2019
    • Location
    • Rooms
    • Service
1  Thank 129rach99
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Public Relations, Director General at H10 Andalucia Plaza, responded to this reviewResponded 10 August 2020

Dear 129rach99,

Thank you very much for sharing your warm and full of kindness words regarding your last stay at H10 Andalucia Plaza with us and the rest of TripAdvisor's community.

We do feel sincerely delighted for your feedback, which make us proud of our daily work. We do feel very happy you had a wonderful experience as the shared one and that we could enjoy your holidays in Marbella.

Surely I will pass your mentions to the staff, who will be more than proud.

We all look forward welcoming you back soon!

Kind regards,

Yasmine Bentaher
Guest Experience

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 July 2020

We stayed as a couple and had cockroaches in our room, hair in our food and the worst customer service.

There was no care for the guests and we felt under appreciated at all times.

The pool is also closed because of how dirty it is. Would never stay at this hotel again.

Would recommend steering well clear, looks nothing like it does in the pictures

The worst experience I have ever had!

Date of stay: July 2020
Trip type: Travelled as a couple
Thank jamesrX6592RL
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Public Relations, Director General at H10 Andalucia Plaza, responded to this reviewResponded 11 September 2020

Dear jamesrX6592RL,

Thank you very much for taking your time and sharing your last experience with us at H10 Andalucia Plaza and with the rest of the TripAdvisor's community.

We are very concerned about your comments. As you know the feedback we receive from our guests are of invaluable assistance. They allow us to identify and focus our efforts on those aspects of our operations that require special or immediate attentions, ensuring that your suggestions should not be cause for complaint in the future.

We are terribly sorry for the inconveniences reported in your review. We do our best to exceed our guest expectations and we are really sorry to know that we have not reached yours. We appreciate the time you took to share your concerns, and it is our hope that you will give us the opportunity to better serve you in the future.

We will really appreciate having a second opportunity from you to redeem ourselves and i will certainly make sure that you have a memorable and unforgettable holidays with us.

Warm regards,

Yasmine Bentaher
Guest Experience

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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