H10 Playa Meloneras Horizons Collection★★★★★

A lovely holiday, but not quite a 5-star experience

We had a very nice holiday overall, and we really enjoyed Gran Canaria. We had previously visited Tenerife, and I would say the islands are very different, each with its own charm. The hotel itself is beautiful. It is large, clean, well maintained and has lovely gardens. We especially enjoyed the main restaurant, the swimming pools and the ocean views. The room was comfortable, and overall the property feels elegant. However, our feelings about the hotel are quite mixed. One more thing future guests should know is the location. The hotel is right by the ocean, but if you are looking for a sandy beach with an easy entrance into the sea, we usually took a taxi to Playa de Maspalomas (around €5 one way). Playa del Inglés is further away and cost us about €15 by taxi. Despite all of this, we still had a wonderful holiday. We left with many great memories, but honestly, this hotel would not be at the top of our list for a return visit. For us, it felt more like a very good 4-star experience than a true 5-star one.

The biggest disappointment was the service. Sometimes we felt like we were almost invisible. At several bars the service was so slow that we eventually left without ordering because nobody came to take our order, and ordering directly at the bar was not encouraged. For families with children, there is surprisingly little to do. The kids' club was closed most of the time, the playground offers very little for children over 3 years old, and most pools are clearly designed for adults. Even something simple like inflatable slides or children's entertainment during certain hours would make a big difference. Another aspect that felt strange was the Privilege concept. I completely understand the business idea behind it, but as a regular guest it creates a constant feeling of "this area is not for you." Separate restaurants, pools and sunbeds make the hotel feel divided. In other 5-star hotels we have visited, the feeling of being treated as a valued guest came from the service and atmosphere rather than from paying for access to certain areas. There were also several smaller issues: Sunbeds were reserved early in the morning and often remained empty for hours, while staff did not seem to monitor the situation. We asked for help moving a sun umbrella only a few metres, but staff refused, saying it was too difficult. We even offered to move it ourselves and only asked which one we were allowed to take. At check-out we paid our bill for drinks and extra food, but afterwards the hotel tried to charge the same amount to our card three more times. Fortunately, they later realised the mistake and confirmed by email that the bill had already been paid.

Amazing family holiday.

Our second time at this hotel, just love it. The staff are great so polite and attentive.

Fabulous hotel

Recently returned from this fabulous hotel. We had booked Superior room with Sea View AI+ but decided to upgrade to Privilege. We were not disappointed. The room was fabulous with a great balcony overlooking the sea. Meals in the Gaudi restaurant were exceptional along with the Sakura and the other restaurants. All staff were very pleasant and friendly. No issue finding a sunbed regardless of your board basis. We use H10 hotels a lot and would happily return to this hotel. Only one niggle- on our final day, the AI ended at noon. We were issued a lunch voucher but drinks at the pool bar had to be paid for - however, we still had access to the Privilege lounges for drinks and snacks. This did not make sense at all! Being Privilege we did not pay for the late checkout, but understand non-privilege clients pay €45.

Definitely don’t go all inclusive, not worth it. If booked via Jet2 as 24hr AI Plus then they were lying.

Sadly there are several negative points about the hotel that no one really mentions. It’s a shame as it is a nice hotel. They should just be a half board hotel. Jet2 had it advertised as 24hr All Inclusive PLUS… definitely wasn’t a Plus or 24hr. Already raised complaint with Jet2 re being mis-sold a holiday. They’ve apologised and changed the hotel description. With it being the World Cup we booked due to 24hr all inc. Snacks bar only available 2 hours a day 4.30-6.30 and consisted of burger, nuggets or toasties and chips. Nothing healthy, no fruit or salad. Certain times of the day you can’t get any food. Between lunch and snacks. Food available in the evening if arrive late, but for AI guests this isn’t included. Queried with reception they said we were entitled to it also as AI. That night we tried as wanted some soup to be told by staff we had to leave it was only for late arrivals. No ice cream, the lack of fruit in the snack bar bothered me more. But would have been nice to have access to an ice cream like you can on most holidays even 3 star holidays we’ve been on before. Late breakfast - another joke as it consisted of soggy tuna sandwiches and some pastries from a fridge. Again nothing healthy or for people with alergies. Talking of alergies, at the evening buffet one day we chose the ice cream labelled After Eight Mint. To our great surprise it was in fact pistachio. Luckily we did not have alergies, but it could have been a different outcome if we had a nut allergy. Bar service was terrible, inconsistent and slow. They say table service, but it’s okay for the first drink as they come straight over but after that they just seem to ignore you. We struggled to get drinks for over an hour, staff kept saying we’ll come to you soon. They didn’t so we went to the bar to be told table service only. This was in the disco bar during one of the shows. We heard other guests complaining and wondered if they limit your drinks this way. Also attitude of bar staff, I’ve never been on holiday and had so many staff rolling eyes when placed our order. If wanted beer or coke they were fine. Anything else the attitude was different. Asked for iced latte, on the menu but was handed a hot coffee and a glass with an ice cube! Only one or two could make it properly using crushed ice the others couldn’t be bothered. And this was where the most eye rolls came from. Website doesn’t advertise fhe area around the hotel is derelict, only couple of shops, and cafes. Looked very sad with everywhere boarding up. Not what I was expecting, needed a taxi to go anywhere unless fit enough to walk about 45 minutes, reception said 10 minute walk. Certainly wasn’t for us, ended up getting a taxi. As 5 of us not always easy. Stunning view of the sea, but that’s where it ends. The beach was sand but towards the sea was large area of pebbles and rocks to walk across. Again not advertised or pictured properly. Sun beds for privilege guests only. First hotel I’ve booked by the sea and not been able to have a paddle, mobility issues meant I couldn’t walk on the large pebbles/rocks. After complaining to the Rep about the 24hour all inclusive not being available, they took it up with hotel. Reply was that AI guests could use the room service at night included in the AI. We tried this and was then told 7euro surcharge and price of drinks to be paid. Again the hotel lied same as saying the food was included at night. On check out the all inclusive ends at 12 apart from a lunch voucher, this is annoying if late flight. They stop the fobs on wrists working so can’t use this, also discovered after leaving the hotel to go opposite to the beach shop to get an ice cream your fob stopped working and couldn’t get back into the hotel. Son had to walk the road way around to the other entrance which was quite far in the heat and with my mobility issues it was a lucky we had abled people in the group. Maybe make customers aware of this in future that can’t use the gate after 12. On every holiday been on we’ve been able to use the all inclusive up until departure. Long queues to get a tea or coffee at breakfast, we went out of season would hate to see it in peak. Have videos of cockroaches climbing over the buffet canteen tables and chairs during one night. Place was closed but could clearly see them. Issue in lots hotels I know, but we saw they go under the closed doors. Maybe put something to cover the large gap. Positives - Housekeeping were lovely, kept room lovely and clean and always so polite. Rooms are nice, no sun on balcony which suited me but I know would be annoying to some, if pay privilege you get the sun. Swimming pools and grounds were lovely. Well kept. Food was amazing best AI I’ve had. Such a shame they don’t make it clear about the other issues with the food and drink.