Johannes, I am truly sorry to learn that your experience did not meet your expectations. I regret that the room did not provide the comfort and modern feel you expected, and I understand how this impacted your perception of the hotel. Your comments about the furniture, room features and overall condition have been shared with the responsible teams for their review. I am also sorry for your perception of the check-in process. Early check-in is always subject to availability and, depending on the arrival time, an additional fee may apply. Even so, I understand your point and will review this with the team to ensure the information is communicated as clearly and smoothly as possible. Thank you for taking the time to share your feedback. I remain at your disposal should you wish to share any further details or if I can assist you in the future. Kind regards, Julia Lencina Customer Experience

Mr. Michael, Thank you for sharing your experience. I understand that your stay was quite brief, but I truly appreciate you taking the time to provide your feedback. I am glad to see that your arrival and overall experience were positive. At the same time, I am sorry for your impression regarding the room. I will share your comment with the team, as this is an important point for us. We hope to have the opportunity to welcome you again for a longer stay and a more complete experience. Sincerely, Julia Lencina Customer Experience

Dear Mr. P., Thank you for taking the time to share your feedback. I am truly sorry that your recent stay with us was impacted by the power outage, which affected both the air conditioning and the hot water supply. I completely understand how frustrating and uncomfortable this must have been, especially during a business trip. Please accept my sincere apologies for this experience. We are reviewing our emergency response procedures to ensure a faster and more effective reaction to situations like this in the future. I also took note of your comments regarding the speed of service at reception, and I’ve shared this with our team so we can address it internally. On a positive note, I’m glad to hear that Sabrina was able to contribute positively to your stay — I will make sure she receives your kind mention. As a valued ALL Platinum member, you deserve a seamless and comfortable experience, and I regret that we were not able to deliver that this time. I would be happy to personally assist with your next reservation to ensure everything runs smoothly. Please do not hesitate to reach out to me directly if you would like to share any additional comments or if I can be of assistance in any way. Warm regards, Julia Lencina Customer Experience

Dear Jonas, Thank you for sharing your feedback with us. We are glad to hear that you appreciated the location of the hotel and the inviting atmosphere of the lobby. However, we are very sorry to hear that the room and bathroom did not meet your expectations. We take your comments about the decor and sanitary facilities very seriously. We will discuss the issues you mentioned with our technical team to find solutions as soon as possible. Your feedback regarding the unrefilled tea and the poor internet connection is also important to us, and we will take appropriate steps to address these concerns. Regarding the gym, we understand your disappointment and apologize for the limited facilities. We have forwarded your feedback to the management to consider potential improvements. Thank you once again for your constructive feedback. We hope to welcome you back and provide you with a fully enjoyable experience. Sincerely, Julia Lencina Customer Experience Pullman & Grand Mercure SP Vila Olímpia

Dear Michael, Thank you very much for your positive feedback! We are delighted to hear that you always feel comfortable at our hotel and especially appreciate the service in the breakfast area. It is always a pleasure to have you with us, and we look forward to welcoming you back soon! JulIa Lencina Customer Experience Grand Mercure SP Vila Olímpia #HospedarComBrasilidade #GrandMercureVilaOlimpia