"Check in: Long wait for guests in front of us and for us also, with painfully slow and inefficient check-in process.
Room: We booked a superior room, which was nice and spacious. No view to speak of at this hotel. Room was poorly maintaned. First, the safe deposit box was locked, so I had to call engineering to open it for us. Despite double occupancy, there were only 1 bathrobe and 1 pair of slippers, and so I had to call again to request a second set. Standard daily bathroom amenities set-up included only 1 dental kit, even for double occupancy.
In-room mini bar: A few drinks (2 waters, 2 Coca Cola and 2 beers) are included and replenished daily (not sure if this applies to all rooms or only superior rooms and above). I informed front desk that we don’t drink sodas and beer and would like extra water instead but received pushback and negative attitude by the unhelpful guy at the front desk. He finally and begrudgingly asked for my room number to relay to housekeeping to leave extra water on the next day - and only on that one day during our 3-night stay. He told me "it is what it is". This guy has no clue about hospitality and customer service and personalization according to customer's needs and desires - in this case, something as little as replacing other drinks with water.
Shower stall: Water leaked after each shower onto the bathroom floor. I put down the bath towel to soak up the water, thinking housekeeping would notice and notify engineering to fix the leak. No such luck; nothing was done during our stay.
This was my first experience with a Hesperia-brand hotel, and I was hoping for local charm and hospitality, but alas, this hotel disappointed in many respects.
Luckily, this hotel may be an outlyer. We moved on from Sevilla to Cordoba and stayed at the Hesperia Cordoba, where everything is perfect: helpful, friendly, and caring staff, early check-in proactively granted, nice room with no leaks and no broken safe deposit box, etc. I was so relieved."
