H10 Atlantic Sunset

We had a great family stay at the hotel and, overall, had a lovely holiday. The kids particularly had a fantastic time, which is ultimately what made the trip so enjoyable for us.

The hotel itself is modern, stylish and beautifully designed. The overall look and feel is very impressive, and there are clearly a lot of thoughtful touches throughout the resort.

A particular highlight for us was the animation team, who were absolutely fantastic. A special shout-out to Evan, who I’m genuinely not sure ever slept! He was constantly around, incredibly friendly and kind, and made such an effort with children of all ages. He is a real credit to the team and clearly loves what he does.

The housekeeping team also deserve recognition. They work extremely hard and were always busy keeping everything clean and tidy. We did have a couple of issues with our room when we first arrived, but these were rectified, and the guest team very kindly sent us some sweets and keyrings afterwards. It was a really thoughtful gesture and much appreciated.

We also actually liked the hotel’s system of not allowing guests to reserve sunbeds. In our opinion, it keeps things much fairer for everyone. Unfortunately, we witnessed a member of the guest experience team being spoken to absolutely appallingly by a guest when she was simply enforcing these rules. The guest experience team do a great job, and she certainly did not deserve to be spoken to in that way. In our opinion, there should be a zero tolerance for behaviour like that.

That said, there are some areas where we felt the hotel fell short of what we would expect from a five-star resort.

For us, the service felt more like a four-star hotel hidden within a very modern and impressive five-star setting. For example, plates in the buffet were often slow to be cleared, and the overall level of service didn’t consistently match the standards you would expect from a five-star property.

The buffet was also quite repetitive during our stay. At breakfast in particular, once you reached a certain time, items weren’t always replenished. On several occasions, pain au chocolat had run out, along with some other pastries and fruit, and these weren’t replaced. The quality of some of the meat was also disappointing, and some dishes were quite bland. The tables were only wiped with a cloth rather than anti-bacterial sprayed so they were always quite sticky.

The biggest concern for us, however, was the lifeguard service. We regularly saw lifeguards on their phones rather than actively watching the pools. This was noticeable enough that some of the children were even joking about it, saying things along the lines of, “He is always on his phone and never watches, so we can do what we like.” That is particularly concerning in a family resort where children’s safety should be a top priority.

It’s important to say that we genuinely feel the staff are trying their best. The animation, housekeeping and guest services teams in particular worked incredibly hard and were friendly and helpful. Ultimately, though, it feels as though the hotel may simply need more staff in certain areas to provide the level of service you would reasonably expect from a five-star resort.

We had a lovely family holiday and the children had a brilliant time, which is what matters most. However, taking everything into account, we probably wouldn’t return. The hotel has a lot going for it, but there is still a noticeable gap between the impressive five-star appearance and the level of service provided.

-Stayed on an all inclusive basis for 10 nights. -Friendly and helpful staff in all capacities. -Great and varied food. Mainly ate at the buffet restaurant Central Market. -One of the la carte restaurants was called Stromboli, which was very good, serving Italian food. We had a choice of swapping our evening meal from the buffet restaurant to an à la carte restaurant 4 times if we wanted during our stay. -Can’t review the other à la carte restaurant, Sakura Teppinyaki because we didn’t eat there but heard from others that it is very good. -Room had air con, was very comfortable, clean and modern with everything needed for a great stay. Fairly quiet at night and able to sleep well throughout our stay. -Entertainment at the lobby bar outside was low key but just what we prefer, with singers mainly doing cover versions but suited the relaxed nature of this bar. -For younger families, entertainment was in La Boite Theatre With magic shows, comedy and the mini disco for young children. -Location amazing. Great views of the Atlantic and sunset. -Hotel pools all great and something for everyone as it had an infinity pool, A main pool with a Circle bar, serving drinks, snacks and an option for lunch. On some days it turns into Route 66, serving American/TexMex style food. -There was also a children’s pool with water slides/splash park. -Loved the low key resort of Playa Paraiso -The value of the hotel was good, given what was included in our all inclusive package included breakfast, lunch, evening meal plus premium drinks plus eating and drinking at Mike’s coffee which is a hotel coffee shop serving great coffees, cakes and smoothies. The room mini bar was also replenished every two days if staying all inclusive. -In my opinion it does justify its status as a 5 star hotel.

Travelled with my daughter and rang the hotel directly to request rooms next to each other, which is exactly what we got. They were so helpful. What a beautifully designed hotel, we loved staying here. It is huge, spacious with wide open spaces, lots of trees and choices to make. There is a LOT of walking to do due to the long stretched-out footprint occupying a long thin stretch of land. But this is very healthy because you will eat more you normally would while staying here.

EXCELLENT POINTS: Amazing food – very varied and option to go to a la carte restaurants which are all superb. Cleanliness – I cannot fault how tidy this hotel is and how hard the staff work to keep it this way inside and out. Friendliness – everyone here except one very grumpy lady receptionist (with no ability to smile), was absolutely outstanding, helpful and polite and with excellent English. Accommodation – we had 2 x standard rooms which are exactly as you see on the website, really stunning and with sea view, comfortable and serviced daily. And supplied with good shampoo/conditioner/shower gel/plus wash bag with lots of free toiletries in case you forgot to bring a razor, etc. Food — lovely simple food with SO much variety, plus a la carte options which we used twice in a 5-night stay for no extra charge.
Pools – many to choose from and so much for children to do. The infinity pool is salt water and a really lovely place to watch the sun set. Lots of sun beds with large umbrellas. You are NOT allowed to put your towel out to claim your space around the pool and I welcome this being enforced 100% to discourage the awfully selfish ways that many English/Germans/Italians have. Bravo!

BAD POINTS Cockroaches: Many tourist on Trip Advisor complain of cockroaches in the bedrooms, hallways etc. I can honestly say that there are too many easy ways for cockroaches to get in the accommodation buildings and then sneak under your door. The automatic glass sliding doors at each end of accommodation buildings are fitted extremely poorly and with huge gaps to allow them in and this should be fixed. I had one on my headboard and totally freaked out. And they are massive, way bigger than what I've ever seen in the UK. I never saw them in any restaurants or bars. Market place restaurant: This scores 9.5/10 for me - because the floor is dirty all the time. Yes it gets swept constantly through each dining session but was never mopped. Reception building: This is merely an observation rather than a criticism, but compared to the 5-star Mediterranean Place in Playa de las Americas, this reception building is very bland inside; the designer and interior designers missed a golden opportunity to give this the wow factor. There is no wow factor at all in this huge cavernous space; they failed very badly. I would love to see this completely overhauled. Location: It is nowhere near a proper sandy beach. The beaches in walking distance are either hard to access or very pebbly and there are better places to stay on the island. Snorkelling is OK if you can get in the water. If you want the hustle and bustle of a nearby town, you need to make a big journey. It is quite isolated but I knew this when I booked it and was not a problem for us. Plenty of scooters to hire though.

Enjoy your stay and do try and use what little Spanish language you know, it will be much appreciated. In all, I love this hotel and would stay again. Be sure to check out the café opposite the Market Hall - the milkshakes are the best I've ever had, and I'm in my 50s.