H10 Casa del Mar

We stayed at H10 Casa del Mar in Santa Ponsa for 5 nights with my daughter, and unfortunately this was one of the most disappointing hotel experiences we have had. We booked half board, expecting to be able to enjoy breakfast and dinner at the hotel. Unfortunately, after eating at the hotel, both my daughter and I suffered from vomiting and diarrhoea. We became so uncomfortable with the food that during our 5-night stay we only ate breakfast once and dinner twice. We had to buy food elsewhere for the remainder of our stay, despite having paid for half board. The restaurant service was also extremely disappointing. Our plates were regularly left uncleared, we weren't asked if we wanted drinks and we felt completely ignored, while other guests appeared to receive much more attentive service. It left us feeling very uncomfortable and, at times, as though we were being treated differently from other guests. Then we had a serious problem with our room. The shower was leaking water into the bedroom, leaving the floor extremely wet and slippery. My daughter slipped on the wet floor and hurt herself. A maintenance member of staff came to our room and we were eventually moved to another room. I have photographic evidence of the maintenance issue. Unfortunately, things got even worse when I realised I had accidentally left a pair of trainers in our original room after we were moved. I contacted reception and asked for them to be located. Nothing was handed into lost property. I subsequently corresponded directly with the hotel's Reception Manager about the missing trainers. The hotel has now confirmed to me in writing that they reviewed their CCTV and room access logs and that they have records of entries into the room, but they cannot establish what happened to my trainers. They have also confirmed that they cannot provide me with the CCTV or access-log details. To be absolutely clear, I know that I left the trainers in the room and I do not have them. They have never been recovered. Before booking this hotel, I had read previous reviews and noticed other guests raising concerns that made me uncomfortable. Unfortunately, after our own experience, I can understand why those concerns have been raised. I would strongly recommend that anyone considering staying here reads the more critical reviews carefully and makes their own decision. We have now made a formal complaint to On the Beach, who are investigating the issues with the hotel. For us, the combination of illness, being unable to properly use the half-board package we paid for, poor restaurant service, an unsafe leaking room which resulted in my daughter slipping, and my belongings subsequently going missing made this a very stressful holiday rather than the relaxing family break we had expected. I would not return to this hotel based on our experience. Staff are not friendly either, you have maybe 2/3 members that were ok that speaks volumes!

I'm visiting with my daughter and am here at the mo for the solar eclipse as she was desperate to see full totality. I really like H10 hotels. The last one we stayed at was new and well behaved children were allowed on the rooftop which as a parent who has no choice but to holiday just me and my daughter was wonderful. This hotel is an adults only rooftop which means I cannot use it as always with my daughter (but had a sneaky peak and looks amazing). I knew this when I booked but do miss having the opportunity. We have a sea view balcony riom which are gorgeous so still have a great view The main pool is ok. It is currently very busy but the times we've wanted to use the pools we can find a lounger even if in the shade which we prefer. If you are a sun worshipper though people begin placing their towels before breakfast. I saw lots of balls and ball games, noodles and inflatables in the pool so took a small inflatable ring in and got told off much to the huge embarrassment of my daughter. Apparently only the mesh style inflatables are acceptable so be warned! Totally my fault for not checking but wish I'd known this before. For those with mobility issues, if you do need a scooter the lifts are quite small. I'm currently here with my parents, and they have a small lightweight scooter which only just fits. Staff here are absolutely lovely and go above and beyond which I think along with the location totally makes this hotel. Would I come back? If visiting as a couple then yes, but I'll probably wait a few years to visit a H10 until my daughter is old enough to use the rooftop again with me.