H10 Hotels

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Darran 's complaint against H10 Hotels

Darran Watson


H10 Madrid

Complaint against H10 Hotels

Hello My partner and myself have used the H10 previously and have been bowed over by the level of service and the cleaniness of the hotels. H10 hotel booked from 16/07/18 till 23/0718 This hotel looked like the perfect place, a city hotel with a pleasant pool on the roof. What more could you ask for. We arrived at the hotel and proceeded to book in. We booked a double room. The guy at reception took ages and then a female member of staff came over and pressed away at some buttons and then said “you have a basic room with a double bed” whilst looking at me and my partner (yes both Male) I wanted to walk out of the hotel at this point (embarrassed) this had a profound moment on both of us which totally let us down. The female memeber of staff looked shocked that two men booked a double room. Do homosexual couples not book at this hotel? Is there an issue with this? I have listed our other experiences whilst being at the hotel • Room- was very small but we didn’t complain as we knew it was a basic room. Throughout the night we could hear another room clearly flushing the loo which was unpleasant. We could also hear another room taking a shower. The view was absolutely bleak from the window and if you didn’t know you were in Madrid you would think it’s miserable outside constantly. •Room Service- we requested an iron to the room and was informed one would be left in our room. Guess what the iron never arrived so we spoke to reception who didn’t believe us that it wasn’t on our room. We returned to the room and still no iron. Reception called claiming that it was definitely left there. Long story short they made a mistake and one was eventually brought up to the room •Card Access- well every other day the cards stopped working so we couldn’t access the rooms meaning we had to keep going back to reception. No reason given by the staff why they kept failing or an apology •Plunge pool area and terrace- Ordering a drink was an absolute JOKE. The staff on the terrace are clearly lacking in basic skills to take orders and deliver to customers (albeit some were clearly taking orders and drinks never made) We often ordered drinks and waited 30 minutes to be served them another 30 minutes for the drinks to arrive. Towards the end of the holiday it was pointless using this terrace as the staff didn’t have a clue. Very disappointing. On the plus side the morning staff in the restaurant were amazing and the staff that cleaned our room were spot on. On a serious note this hotel has left us feeling somewhat dissatisfied. Would we book with the H10 chain again? I don’t believe so as this has changed our views on the chain. We are both massively shocked by the booking in process that has made us think twice about traveling to that area again and using the H10 chain. Whilst these may seem trivial incidents the lasting affect this has on someone from the homosexual community can be damaging. I have taken some pictures of the bathroom that I’m happy to send to you and throw will show you the filth in the bathroom. I look forward to your response Many thanks Mr Watson

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