H10 Ocean Dreams Boutique Hotel

Only pleased we went to H10 Timafanya Palace in May this year or after the experience at Ocean Dreams we would never have gone to another H10 hotel. After my holiday in May at Timafanya I sent an e-mail to Ocean Dreams to check if they had the same procedures in place for Coeliac guests whereby I was shown around by the Maitre d and told what I could and could not eat. I received an email response back almost immediately from Ocean Dreams assuring me they worked the same as Timafanya and I would be shown what I could and could not eat.

That did not happen – we arrived on 15th September and left on 25th September – the first meal was dinner in the evening of 15th September where I spoke to the Male Maitre d advising him that I was Coeliac and asked him to tell me which dishes I could safely chose as the main meal was on a menu rather than buffet. Unfortunately he could not even tell me if the soup was gluten free until he went to the kitchen. He then made me feel very uncomfortable by stating I should tell him what I would like to eat…. I again said I hadn’t cooked the meals so I couldn’t do this until he advised me which meals were safe for me to select…. This fell on deaf ears. I finally was coerced into fish which came on a plate - just a grey piece of fish – nothing else.. There was never any suggestion of a dessert or gluten free bread/roll on offer. In fact the next morning I went to the supermarket and purchased some gluten free cereal mainly to have something to eat… I selected a fried egg and had some bacon with this for my breakfast. On the 3rd or 4th day there was a Female Maitre d ---- like a breath of fresh air. I advised her the way I had been treated and that I felt I was an inconvenience to the Male Maitre d. She was apologetic (I said she should not apologise for him). She was very, very helpful and very clued up on Coeliac Disease, knew straight away that the soup was gluten free- even offered me a gluten free roll to go with the soup. I selected a dish from the menu with her help and she asked me if I would like Gluten Free Carrot cake for pudding! I told her I had not been offered any dessert until that time. The next morning she was still there and was surprised I had brought along my own cereal telling me there was gluten free cereals in the back available (which obviously I had not been offered).

After 2 days the male Maitre d was back unfortunately and went straight back as before. He first of all asked was I Coeliac or Vegetarian….. I said Coeliac disease was an illness whereas being a Vegetarian was a personal choice! When I selected a dish I had been advised by the Female Maitre d I asked if I could have the Gluten Free Carrot cake for dessert ---- he looked at me in shock horror – and said GLUTEN FREE CARROT CAKE! I said I had this as a dessert with the Female Maitre d. My husband had his dessert and still nothing had arrived for me. By this time my husband was getting a little tired of the Male Maitre d’s attitude and asked where my dessert was --- he had obviously dismissed it from his mind and then went ‘oh yes Gluten Free Carrot Cake ---- he returned in a couple of minutes stating ‘Gluten free carrot cake – not possible’ and offered me a slice of DIME BAR which was the first dessert he had even offered me.

The day before we left the female Maitre d was back and I again told her that I had received the same shoddy service from the Male Maitre d. She was apologetic again which I said she should not be as she had been brilliant and it was a pity she wasn’t the Maitre d all the time. I am not a stupid person – I work for a major London Hospital for the NHS and know all about intolerances and cross contamination of food and am not used to going to a hotel receiving such treatment in a restaurant. We won’t be returning to this hotel. I have not mentioned names of Maitre d’s but have given dates so you know who I am talking about. We thought the rooms were very good and very clean. The hotel was quiet and generally okay – rather soulless most evenings due to lack of entertainment on most evenings. After the atmosphere of the Timafanya Palace. I certainly would not recommend this hotel to anybody suffering from Coeliac disease.

Excellent Pilar in the spa gave us fabulous massages just what we needed thank you. Fabulous hotel excellent spa facilities We will definately be back 5*