Hesperia Sant Joan

All

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Good value

Vending not working and staff couldn’t help

Easy checked in arrangement

The space for the family and the general lay out. While there has clearly been a recent touch up, the room is still quite basic and old - especially the kitchen space. If you are planning on cooking regularly, you should bring key utensils as there is not much. Beds were very comfortable. Nearby options for walking the dog including two small dog parks (for small and large dogs). And the café next door where the staff are all so sweet and friendly. My son loved going there for his breakfast.

We arrived very late and after checking in via the self-service machine, first noted the bad smell as we exited the lifts on the first floor. This smell then got worse once into our room where there was an awful smell - a mix of mold, damp and cigarettes (despite the no smoking warning signs). Reception is only open from midday-8pm so there was no one to assist and we had to endure a miserable night. My wife was coughing and was sick the whole night because of the smell, my son did not sleep well and even my dog started coughing. I sent a message that night to the Hesperia to complain - I still have not received a response. We called the customer support line first thing the next morning to be told that there was nothing that they could do and so we had to wait until reception opened at midday. Luckily when we did finally manage to be seen, there was a spare room on the sixth floor which had no issues with the smell and so we stayed there for the rest of our stay. The man on reception was not at all apologetic and seemed like he just wanted the issue to go away and move on to another task. Upon further investigation there are other reviews online about the awful smell, as well as unfriendly staff on reception, so the management must be aware. Also every morning there is a very strong smell of cleaning products outside the lifts, as if they know there is a problem and they try to hide it rather than fix it. Upon returning from our holiday, I messaged the Hesperia again to complain about our first night and the fact that no one had replied to our original complaint - I am still waiting for a response to my email chasing them for a response to my original complaint. This is TERRIBLE customer service. Such a shame the first night was so bad. We don't know for sure, but my wife then stay unwell for the rest of the week.