Grand Mercure Sao Paulo Vila Olímpia 5 Sterne

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

Dear Harald, Grand Mercure is thankful for your comments. Our team is happy to know that you had a pleasant stay with us! Allow me to inform you that the person in charge of Maintenance is gradually working on conservation services in the apartments and your observation about the acoustic insulation is very important for future improvements, especially to meet the expectations of our guests and provide adequate rest. We are looking forward to welcome you back soon for a even better experience! Julia Lencina Customer Experience Grand Mercure SP Vila Olímpia #HospedarComBrasilidade #GrandMercureVilaOlimpia

Dear Luana, Grand Mercure is thankful for your comments. Our team is happy to know that you had a pleasant stay with us, at your Brazilian home! We appreciate all of your feedback about the Hotel! It will be really valuable as we are constantly seeking for improvements to provide unique experiences. We are sorry for not completely fulfilling your expectations. About the check in, the Reception Manager is already aware of the situation. We will talk to the team so they are able to always give clear and direct information. As for your observations about the internet, I forwarded them to our IT Manager, who is already implementing actions to improve the Wi-Fi connection. I also want to thank you for the comments about our sustainable practices. I'll bring them to the head of the department in charge! We are looking forward to welcome you back soon for an even better experience. Julia Lencina Customer Experience Grand Mercure SP Vila Olímpia #HospedarComBrasilidade #GrandMercureVilaOlimpia