Grand Mercure Sao Paulo Vila Olímpia 5 stars

Dear Marina, Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Julia Lencina Customer Experience

Kathya, Thank you for sharing your feedback with us. I am truly sorry for what happened during your stay. Finding another guest’s belongings inside your room is a very serious situation, and I fully understand how this affected your sense of security and trust in our hotel. Please accept our sincere apologies. This is not the standard of care, attention or procedure we aim to provide. The case has been treated with the seriousness it requires, and the responsible teams have been aligned to review and reinforce our internal processes to prevent a situation like this from happening again. I also regret that this experience impacted your confidence in us. Should you wish to share any further details or speak directly with us, I remain at your disposal at ju… Sincerely, Julia Lencina Customer Experience

Dear Mr. C., Thank you very much for taking the time to share your feedback with us. First of all, I would like to sincerely apologize that your experience did not meet your expectations. I am truly disappointed to know about the situations you encountered. We greatly value your loyalty to our program and your frequent stays with us. Please note that I have already updated your preferences in our system, including your request for slippers, as well as your Platinum upgrade benefits. Additionally, I have initiated a good manners and service training with our housekeeping team. We believe this situation may have resulted from a gap in our procedures, and we deeply regret that this happened. I completely understand how frustrating this must have been. Please be assured that the managers responsible for all departments involved have been informed, and we are taking this very seriously to ensure it does not happen again. We truly hope to have the opportunity to welcome you back and provide you with the experience you deserve. I remain entirely at your disposal for anything you may need. Sincerely, Julia Lencina Customer Experience Coordinator

Dear Fabio D., Thank you for taking the time to share your experience at Grand Mercure São Paulo Vila Olímpia. I am truly sorry that your stay did not meet your expectations. Please allow me to express my sincerest apologies. Firstly, I apologize for the uncomfortable temperature in your room upon arrival. Please rest assured that, according to our brand standards, rooms should always be prepared at a comfortable temperature for our guests. I am also very sorry for the way your request for slippers was handled. While slippers are not placed in all rooms by default, they are always available upon request, and the service should have been delivered promptly and courteously. Please be assured that I have already addressed these matters with my team to ensure that this situation does not happen again. We truly appreciate you sharing your concerns, and we hope to have the opportunity to welcome you back and provide you with a much better experience in the near future. Sincerely, Julia Lencina Coordinator Customer Experience

Dear Esther, Thank you for taking the time to share your comments about your stay at Grand Mercure São Paulo Vila Olímpia. I am glad to know that you found the hotel well located, the room comfortable overall, and the shower room pleasant. I also appreciate your positive comments regarding the cleanliness and maintenance of the room. However, I am truly sorry that the room temperature was not comfortable upon your arrival. I fully understand how important it is to find the room properly prepared and welcoming from the first moment, and I apologize that this was not the case. Your feedback has already been shared with the team so we can reinforce the room check process, including temperature and controls before guest arrival. I also regret that our sustainability practices were not clear or visible enough during your stay. This is an important point, and your comment helps me review how we communicate these actions better to our guests. Please feel free to contact me directly at ju… should you wish to share any further details. We hope to have the opportunity to welcome you back and provide you with a more comfortable experience from the very beginning. Julia Lencina Customer Experience