We booked this hotel through Thomas Cook. It seems that either H10 Big Sur and/or Thomas Cook operate a policy of double booking in order to ensure the hotel is always full. When we arrived at Tenerife airport we were advised (as were two other couples) by the Thomas Cook rep that the hotel was fully booked and we would spend our first night at a different hotel in a different resort. We were then to get ourselves to H10 Big Sur the next day when the rep would discuss compensation.
On Day 2 we repacked and taxied to Los Cristianos to be told that we could not have our room until after 1 o'clock. The rep was coming at 12 but she would not see us until after her 'Welcome' meeting and selling the 'excursions' . Once she deemed to see us she advised that Thomas Cook would refund a day's room rate and arrange free wine and water at the evening meal for our entire holiday (which TC valued at 12 euros per night). She then wrote up the paperwork - we finally started our holiday mid afternoon on Day 2.
During the week we met other couples who had experienced the same, so it appears NOT to be a one-off mistake.
If Thomas Cook were BOTHERED about letting down their customers (it was our first experience of TC after 20 years with Thomson) the rep would have picked us and our luggage up at 10am on Day 2, have all the paperwork already completed , and arranged for H10 to prepare our rooms by 11am. As it was, we lost a day. Nice hotel in a good location with good food and nice staff - BUT BEWARE. Three couples out of 12 in our 'intake' lost a days holiday.
Also, I deliberately asked the rep if the wine was 'bottled' . She said 'bottled'. We got a karafe of house red plonk which had been watered down so much it was paler than the rose! It took two days of arguments with the waiters before they 'allowed' us to order a bottle and not have the karafe. I offered to pay the extra (although at 12 euros a day there shouldn't have been any extra to pay). The wine appeared on our final bill which we knocked off.
DON'T JUST BOOK IT - JUST DON'T BOOK IT!
- Official Description (provided by the hotel):
- Located facing the sea in the area of Los Cristianos, the H10 Big Sur Boutique Hotel is a new boutique hotel specialised in holidays for adults with an elegant and modern interior design with a very Mediterranean and cosy vintage touch. Discover all its services: Blue Bay Restaurant, Cactus Bar, new outdoor swimming pool area, chill-out terrace with sea views and Despacio Beauty Centre. ... more less
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- Also Known As:
- H10 Big Sur Boutique Hotel Tenerife/Los Cristianos