Grand Mercure São Paulo Ibirapuera 5 stars

Customer review rating (ALL Rating) 4.6/5 1,547 reviews

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Grand Mercure São Paulo Ibirapuera - Image 1
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Grand Mercure São Paulo Ibirapuera - Image 4
Rua Sena Madureira 1355 Bloco 1, IBIRAPUERA, 04021051 SÃO PAULO, Brazil

Description

Hotel extras

  • We are a pet friendly hotel. Charges apply.

  • Try a mil folhas pastry at Bolangerie do Grand, voted the best in LA by NY

  • Hotel in Sao Paulo for your total leisure, with swimming pool and gym.

  • Hotel with the only helipad in the Ibirapuera region

  • Tennis court available, subject to fees.

Our accommodation(s)

Hotel location

Grand Mercure São Paulo Ibirapuera

Rua Sena Madureira 1355 Bloco 1, IBIRAPUERA
04021051 SÃO PAULO
Brazil

GPS:-23.59263, -46.6493

Telephone

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Car park
  • Pets welcome
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  4.6/5  1,547 reviews

TripAdvisor Rating  4.0/5  1,925 reviews

Certificate of excellence 2024

Worst hotel stay ever

Customer review rating 0.5/5

Kelly B. Solo - Confirmed reviews ALL

I checked in to the Grand Mercure Ibirapuera as a long term Accor fan and gold loyalty member. The check in process was standard and nothing special. There was no recognition of my loyalty and I was given my room key and was escorted to my room by a bellman. When I got to my Jr. Suite, the room appeared to be okay, but quite basic. Upon further review, I noticed the windows in the sitting room were so dirty you could barely see out of them. There were holes in the wall of the sitting room near electrical outlets. The furniture showed obvious stains as well as the carpets. When I made my way to the bedroom, I noticed more stains on the carpet and the furniture, the furniture had many chips in the paint and the room appeared to have been old and dirty. I went to take a shower as as soon as I turned on the water, the hand held shower attachment began to spin shooting water all over the bathroom including the ceiling, walls and floor. The hook the attachment fit on was not secured which caused the attachment to spin out of control. During my shower, my room phone continued to ring. When I came out to answer, it was reception advising that they were trying to access my room to deliver a welcome gift. I told them that I would be down shortly because I was unhappy with my room. When I got dressed, I went to reception and there were 2 agents. One was helping 2 guests and the other sat in front of their computer as I stood there for 10 minutes. No one looked up to acknowledge I was there or call me over to help. When I was finally called over, I began to explain my situation to a man named Andre. I explained the condition of the room, the issues with the shower and showed him emails that I had corresponding with the hotel where I asked them to coordinate ground transportation from the airport to the hotel. I was told that there were taxi stands on site and I could coordinate my own transportation. This is not the level of service you expect from a 5 star property. Andre offered to switch my room and showed me a deluxe room with a balcony that was okay but also had stained furniture and carpets. He also offered to show me the Presidential Suite, but it needed to have housekeeping freshen it up. While that was being done, I went to the hotel bar to have used my voucher to have my welcome drink. I was told the cocktail I ordered (Aperol Spritz) was not on the "approved" list of welcome drinks. After the issues i had, I assumed this would be overlooked. It wasn't. I told the bartender to just room charge it and he came back to tell me that I could not room charge. I asked him to look into this with the front desk and he told me that I needed to do it myself. Andre came over and told me that the agent who checked me in did not place a hold on my credit card to allow for incidentals. They charged the room and tax at the time of check in and after asking them to authorize my card for incidentals, they corrected it however still charged me for my "free" welcome drink. I was escorted to the Presidential Suite for a tour and it looked okay. The suite was massive and I collected my belongings and switched rooms. Things appeared to be getting better and I really thought this was the end of the problems. I went to have dinner in the hotel restaurant. There were 3 guests dining and the service was okay. I ordered fish and when it arrived, it appeared to look okay. I just wasn't sure why there was a separate bowl of what appeared to be breadcrumbs. When I cut into the fish it was the driest most rubbery piece of fish I had ever been served. By this point, I was so tried of complaining and pointing out obvious flaws, I ate what I could and just went back to my room. By this point I was planning on checking out the following day and switching to the Pullman Iberapuera. I pulled the duvet back and noticed black stains on the underside. It reminded me of mold or mildew. Again, I was too tired to complain and I was already in the best room possible, there was nothing they could do to make this better other than to have housekeeping come and remake the bed. I slept without the duvet for the night and got some rest. The following day, I was trying to connect to the internet in the room via phone and laptop and the connection was horrible. I had to go to the lobby if I wanted to make WhatsApp calls and get online to look at other hotel availability. It was at this point, I decided I need to leave. The Grand Mercure bills itself as a 5 star property. It most certainly is NOT. I have stayed at Ibis Styles that were better quality. I was deeply disappointed, because I was really looking forward to this property. The photos online look gorgeous, but are clearly old or had been staged. I packed my belongings and went to reception where I met with Andre again. It was approximately 3pm, so when I checked out it would have been 2 nights technically stayed. I asked to pay my bill with cash to get rid of my Brazilian currency and was told that would not be possible as they had already charged my credit card. Instead of offering a refund and then taking cash. They did not offer any solution. I would have assumed if I was checking out early and knowing of all of the issues, they would offer to refund my stay. They did not. I even showed them photos of the duvet with the mold/mildew. There was no apology, no offer to move me to a new Accor hotel at their expense. I had to do everything on my own. This is not the level of service from a 5 star property. I love Accor branded hotels and have had some amazing stays all over the world. I love to point out excellent service and experiences that make for a great vacation or business trip. The Grand Mercure Iberapuerra missed the mark on just about every level. I feel it ruined my trip to Sao Paulo and I will not be returning to that property again. I strongly suggest anyone considering this location think about another location. I'll be reaching out to the Corporate Office regarding this stay. It's been over a week since I checked out and I have yet to be credited for my points which would place me at Platinum status, even thought I have paid for my full stay.

Bad location. Noisy

Customer review rating 1.5/5

Anonymous Couples - Confirmed reviews ALL

The rooms are old. Dark. The hotel has terrible location above a highway

Super friendly and helpfull staff Mr Marcos at the Breakfast Buffet.

TripAdvisor rating 5.0/5

Neil S Business - TripAdvisor review

Breakfast buffet is very extensive, there is a lot of choice. Fresh juices, fruit, typical Brazilian food and so much more. Mr Marcos served our table for the period we stayed and he always welcomed us with a big friendly smile and so much kindness. I travel a lot and these little things make such a difference. Thank you Mr Marcos! Hope to see you next time! 😊

Dear Neil, Thank you so much for your wonderful feedback! We are thrilled to hear that you had such a positive experience during your stay, especially with Mr. Marcos at the breakfast buffet. It’s fantastic to know that you enjoyed our extensive breakfast offerings and that Mr. Marcos made a lasting impression with his friendly service and warm smile. We truly believe that these little touches make a big difference, and we’re glad they contributed to your experience. We appreciate your kind words and hope to welcome you back soon for another memorable stay! Warm regards, Carolina Barreto Customer Experience Coordinator

Amazing

TripAdvisor rating 5.0/5

Isabelle A TripAdvisor review

What an amazing service and waiter. So happy to be here. I travel all over the world but I don’t meet many waiters as him. He makes u feel welcome and gives u great feeling to be there. I can’t wait to stay over and enjoy another drink with him working in the bar.

Dear Isabelle, Thank you so much for your fantastic feedback! We are delighted to hear that you had such an amazing experience with our waiter at the bar. It’s wonderful to know that he made you feel so welcome and contributed to your enjoyment. We truly appreciate your kind words and can’t wait to welcome you back for another stay. We’ll make sure to have your favorite drinks ready for you! See you soon! Carolina Barreto Customer Experience Coordinator

Customer review rating 4.0/5

E-l Couples - Confirmed reviews ALL

This is an excellent business hotel but it's hard to move around by foot and feel safe in this neighbourhoods.

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Other web-users rate our hotel

  • 234 reviews 8.9/10 Location
  • 587 reviews 7.6/10 Room
  • 718 reviews 8.5/10 Service
  • 25 reviews 4.6/10 WiFi
  • 327 reviews 9.3/10 Breakfast
  • 295 reviews 7.8/10 Comfort
  • 189 reviews 8.5/10 Amenities
  • 189 reviews 6.9/10 Cleanliness

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Price from: 1 night for 1 person in the room category identified within the same price range, excluding additional services and breakfast. This refers to the lowest public price, including all taxes (Some taxes may be payable on arrival at the hotel (for example, tourist tax), depending on current local regulations.) for the accommodation concerned, found on https://all.accor.com/ site today, for a one-night stay in the next 20 days. Varies according to period and availability. The price is only guaranteed at the time of booking. All bookings (foreign) are payable in the local currency where the hotel is situated. Only the amount confirmed during the booking in the hotels local currency is guaranteed. An estimated conversion in your local currency may be given for reference but is not part of the contract. Your bank may charge you bank fees and/or exchange fees at the time of payment.