My partner and I stayed here at the end of March and I must say we were impressed by the hotel when we arrived. We were checked in quickly and without fuss.
We had booked a privilege room all inclusive and were surprised to be informed that we need to leave a 30 euro deposit for towels and that we would also have to pay for the use of a safe which was another 18 euro’s, 10 of which we would receive back once we checked out. I have never been to a 4 star all inclusive hotels before and had to pay a deposit for the towels and for the safe. We also had to pay 2 Euros to have the towels changed through the week. I have never stayed in an all inclusive hotel before where I have had to pay for these things. Unfortunately they did not have any safes available for two days to put in our room. We finally got one after asking around 5 times.
I had paid for a sea view and that’s what we got. It was nicely decorate, and bright, on a high floor which I had requested. No complaints what so ever about the room.
We were giving a yellow wrist band, which I hate, but I could understand the logic as some of the guests were only on breakfast or half board. I found the staff to be very pleasant and helpful, always with a smile especially the ones in the restaurant. Upon returning to our room one day we noticed a note pushed under our door from one of the customer service managers offering to show us the facilities of the upper privilege, which we took up the offer. I must say having a separate lounge and sun bed area it was very tempting for future stays at H10 hotels. I must say she was lovely, very friendly and chatty.
The food I found to be really good there was plenty of choice and quite a lot of it was cooked freshly in front of you. There was plenty of fish on offer, which I love and some very unusual varieties as well. There was also different theme nights at which the chefs put in some really effort in to their cooking. I don’t know how anyone can comment about the food not being any good, there was plenty to choose from.
The hotel has a policy that no sun beds can be reserved before 9 or 9.30, which was great as it meant that the usual selfish people who are up at the crack of dawn to ensure that they got the best spot were sadly disappointed. I did see one day a load of towels, books & bags dumped on one bed, obviously someone had been around and removed them before the given times. Congratulations to the management for putting this in place.
My partner and I decided to pay another 30 Euros to keep our room on until 3pm on the last day due to us not flying until later on in the day. I asked a girl on the reception if we could and received an abrupt reply “I don’t think so”, she then went and check to see and said oh yes you can. I asked if we could use the deposit for the towels, but again she rudely replied no you have to pay for any extras by 12 and that I would have to pay separately for the room. I explained that I did not have many Euros left and could I pay by visa card, again a no she needed Euros. I then asked is she would change me some English money, which she said yes she would. If she had of said this at the beginning I don’t think it would have caused a problem.
Later on in the day my partner and I went to check out and handed the towels and safe receipt back to the same girl on reception. She said that we needed the receipt for the towels at which my partner explained that he had handed them it in to the spa on the first day to obtain the towels. Again she was very abrupt and told my partner to go down to the spa to get the receipt back. My partner said he felt like a naughty child. After returning from the spa with two towel cards she said that these were not acceptable and that the staff in the spa did not know what they were doing. My partner by this time was very annoyed and stated that surely they would have a duplicate record of us signing for the towels. It was at this point that she started to get angry and said it would mean her going up to the office and having to go through all of the receipts. My partner told her that it was a bit to dramatic and surely it would not be that hard. By this time I had had enough and went to the customer service office and spoke to a lovely girl who said it was not on and that she would sort it. After around 30 mins of back and forth the duplicate was produced and we were given a refund almost grudgingly. This was total unacceptable behaviour and I do not expect to have this sort of customer service. This member of staff certainly needs some form of training on customer service as she is doing the hotel a disservice and I am sure other guests do not want to go through what we did.
In all we had a lovely stay, but our last day was truly spoilt by this member of staff. We do not expect to pay £1200 for a weeks stay at the hotel out of season and to be treated like this. I suggest the management tackle this problem before someone else complains about this girl.
- Official Description (provided by the hotel):
- Facing the sea in Playa de las Americas, with direct access to the promenade, H10 Conquistador has just been revamped, giving it a very bright and modern design with a maritime feel. You'll be amazed by the extensive range of services offered by the hotel: Privilege, Exclusive Rooms and Services, for stays with that extra touch of exclusivity, Despacio Thalasso Centre, our Health and Beauty Centre for pampering yourself during your stay, and our wide variety of gastronomic options, including new eateries such as the Italian restaurant La Vita e Bella, the Teppanyaki Sakura and the specialised coffee shop Mike's Coffee. ... more less
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- Also Known As:
- h10 Conquistador Hotel Playa De Las Americas
- Tenerife Conquistador
- h10 Conquistador Resort
- Conquistador Hotel Tenerife
- Hotel Conquistador Tenerife
- Conquistador Tenerife
- H10 Conquistador Tenerife/Playa De Las Americas