H10 Rubicon Palace

A very disappointing visit. 2 days where the electric wasn't the best, either on or off. First day it was a problem on the Island. The second time it was the Hotel. This meant a lot of the amenities were shut. Privilege wasn't worth the extra money. The only adult area was a very poor restaurant where we waited an hour for the waitress to take our order but upon hearing everyone around us complaining about the food served we left anyway! We always book the H10 hotel group for the Privilege extras but this time we were left questioning our choice. The rooms need an upgrade as quite tired. The Privilege pool area had the bar shut due to the electric outage. We have been spoilt with the H10 Melonaras Playa in Gran Canaria. Here the Privilege is adults only. We were also unable to book the restaurants upon our arrival as they were either shut or fully booked. A bit of a moany post, sorry, but when you save for a good holiday and get let down it is quite upsetting. On the plus side our housekeeper was amazing, the head waiter in the Volcano restaurant was lovely and a young man at the customer relations desk was very helpful.

Booked with Tui … Disappointing experience – far below TUI Platinum standards We recently stayed at the H10 Rubicon Palace on a TUI Platinum five-star all-inclusive holiday, and unfortunately it was a very disappointing experience. The hotel suffered two full-day power outages during our stay, leaving us without electricity, air conditioning, lighting, refrigeration and, for part of one day, running water. This meant we couldn’t enjoy many of the facilities we had paid for, including bars, restaurants and other all-inclusive services. Showering in complete darkness was particularly concerning, especially as my partner has a spinal disability, making it a serious safety risk. What made the situation worse was the lack of communication from TUI. While other tour operators kept their guests updated throughout the disruption, TUI provided little information or support. We spent much of our holiday trying to find someone who could help, only to be met with apologies and no real solutions. The service at the hotel also fell well below five-star expectations. Drink service was extremely slow, with waits of over an hour for a second drink, and the food quality was disappointing. My partner became unwell during our stay, and we were aware of several other guests reporting illness too. To add to the disappointment, a birthday balloon package ordered months in advance was incorrectly prepared due to a hotel error, and even the complimentary spa day offered as compensation hadn’t been booked, resulting in more wasted time. Before leaving, the TUI representative acknowledged the issues and advised us that compensation would be offered and that we would receive an email after returning home. Despite this, we have received no communication. Overall, this was nowhere near the premium holiday we paid for, and both the hotel’s service and TUI’s handling of the situation fell well below expectations. I would not recommend this experience based on our stay.

Having stayed here previously had no issues & a lovely stay, however on this occasion it was not a nice experience cockroaches in our room, went to reception & no issues changed our room, on changing rooms after one night same issue, I gave up at this point! In fact I was so careful with luggage, clothing etc we got souvenirs of this horrendous experience to take home for free-you can guess what this was! The infrastructure of the privilege bedrooms really needs work, the drain in sink was blocked, smell of effluent coming from drains it obviously connected to cockroach issue. There was evidence of grime on all touch areas wardrobes, handles, doors etc you could feel the grime on surfaces when touched. This was probably my worst holiday experience & is simply not acceptable as a 5 star destination & it's prices!