This place has a staff that is completely incompetent. It took us over 2 hours to check in to get the room we booked .

Then another hour for our in-laws to check in. Then another hour to switch rooms because we were supposed to get an ocean view room (vista del mar). To make everything worse, we had spent about $50-$100 in phone calls to the resort in advance of our stay to confirm that everything was all set because this was a very important trip for us.

The staff is completely unresponsive.

After we finally got to our room, an hour later they gave our room to other guests (with their own keys!) and they walked in on us.
Then it rained and we had to walk about 2 blocks back to the front desk to get new keys since they re-keyed our room. A disaster on all levels.

The food is ok, but not consistent.
The place is dirty, moldy, rusty, and not well cared for. There are landscaping lights that have been broken and all you see are wires sitcking out of the ground in several places.

The dock is also broken, not like the picture. It goes out about 10-20 feet and stops. It is in disrepair like the whole resort.

The kids club is non functional and very, very poor. Drinks are only mexican domestic. International Drinks cost between $3-$6 and really nice wine up to $100+

Avoid this place at all costs. It's a scam. They only treat their H10 Premium guests with any respect. The rest of us are scum.

Lastly the resturants are only open on certain days not every day. Its a game and the staff here is terrible and un-responsive.

Stay somewhere else!

My husband and i stayed here for 2 weeks with another couple for our honeymoon sort of vacation.
the hotel location was nice, but it was definatly not a top notch resort. my husband and i requested an ocean view room, and didnt get into an ocean view room until we personally found a couple that was leaving the next day and requested to have their room. we would have stayed in our original room except for the fact that every time we showered, the smell of sewage came up from the drains. the other couple we went with were NOT on their honeymoon, and they had special treatment the entire time we were there including extra water in their rooms, and towel sculptures. my husband and i got nothing, and more than once we had no water whatsoever left in our fridge.
the couple we came with also had an ocean view room as soon as we got there, and we had to fight for one even though it was our honeymoon.
the food was mediocre. not great. but we didnt get sick so thats always a bonus :P the japanese restarant is really good if you go sit at the tables with the grills, but the other restarants were not great. the buffet was pretty gross. as was the lunch buffet by the pool.

DO NOT ORDER PIZZA TO YOUR ROOM!! we ordered a pizza to our room and after about 2 hours of waiting, it finally arrived. we tipped the guy a fairly large tip only to open the box and find out that the pizza had been dropped apparently on its side before arriving at our room. we called the front desk to ask for a new one, and they hung up on us and would not call us back.

we also do not reccomend booking excursions through the guys that hang out around the pool. they are not part of the hotel excursion team, but the hotel obviously gets a cut of their sales as they are allowed to hang out at this resort and book trips.
we booked an atv/snorkeling trip for the second to last day of our trip. we were supposed to meet in the lobby at 7am so we woke up early and got to the lobby by 7. a van pulled up and a mexican man got out and said "atv?" and we all said yes, he took our tickets and called his office to verify that we had paid, and we were on our way. after an hour of driving, the man pulled over and kicked us out of the van in the middle of no where. he said we were on the wrong trip and someone would "come get us" in 15 minutes. no one came. we cabbed back to the hotel and spend our last real day there fighting with the staff to get our money back. we wasted a whole day because the staff couldnt figure out what bus we were supposed to be on.

the one thing i really really enjoyed about this hotel was one of the bartenders in the lobby bar. he was extremely personable and a very good bartender.
the market that they have in the evenings i think it is every second day, was also fun. there is a guy named Gabriel that worked there that was really funny.
overall, we liked the resort, but it had some major issues that it needed to work out. some of the staff is rude, and they need to figure out their excursions more. i would go back, as the hotel wasnt BAD, just not very organized, but i would not pay what i paid for it. we payed 2500 per person for 2 weeks, and it was definatly not worth that much. i would rather stay at the bahia principe which has nicer beaches and many more amenities.

This hotel was rated 4 stars where I bought the package. I can assure you that it’s no more than a 3*. The hotel looks like a 4* but the food is even more like a 2 stars. It was mostly greasy staled fast food. The station where you could have your pasta custom made was using old pans covered with a dirty black layered and you could find a black oil residue on your pasta and at the bottom of your plate as well, horrible. The cook did not seem to know what he was doing at all. The pasta tasted horrible. They were missing a lot of basic fruits and vegetables. They served staled nacho and fries. Fish that was soaked in oil. Very low quality food and preparation. No good healthy choice beside basic salad.

The beach as some sort of cement wall that is separating the beach chair from the ocean and it’s kind of high and it destroys the landscape.

But then the lobby looked great, the Spa in amazing, we all got great massages and spent time in an outdoor tub that ad an amazing view of the ocean. The gym was also up to date, modern and was sunny with nice windows. The rooms were very clean and had a good size TV, a phone, hairdryer, clock, etc.

But for me food is very important. I don’t like to stay at a hotel where the food is not good so I would not go back or recommend it.

Dates of visit: March 25 - 29, 2008
My husband and I received a nice size travel voucher last year for our wedding and decided to use it for something neither one of us had done - go to Mexico in March to an all-inclusive resort. I read reviews on this website and found them to be quite helpful.

The H10 is very pleasant, clean, beautiful and relaxing. It's true - not a 5-star resort, but darn close!! We're in our late 50's and though there were all ages at the H10, including children and young adults on spring break, we had no problems whatsoever. It's very international we found - as Americans we were in the minority. Even with that, there really was no problem with language. The buffet for all meals was plentiful - we were there 5 days and did not find it boring - lots of different food for whatever your tastes. One of the best things I read on this website was to bring a coffee pot if you want to have coffee while getting ready in the morning. There is no coffee pot in the room (maybe my ONLY complaint), and it's a bit of a walk to the main building. I brought my small coffee pot so no withdrawal for me!

If you've not had your sandles or flip flops on since last September, you might want to get them out and break them (and your feet) in again. Luckily, I had band aids with me as I had the start of a few blisters!

Some have said you'll have trouble making reservations for the "special" restaurants if you're not in the lobby signing up by 9:00 a.m. You are able to make reservations for future days. I would suggest you do this on your very first day there so you have a better chance of getting a reservation. We ate at the Japanese restaurant and it was quite tasty.

I echo what others have said - just go, relax and have a good time - you make your own fun, get involved as much as you want, and visit in the area. We took the free shuttle into Playa del Carmen and did the "tourist walk" - bargained for a very nice silver necklace.

Another website I found helpful for all things Mexico is mapchick.com. Great info on getting around.

So, go and enjoy - beats April in the north!!