Dear Mr. v. V., Thank you for your great review of our hotel! Regarding the yogurt flavors, we experienced a transportation issue this month, but they will be back at our breakfast soon. We truly appreciate your feedback, as it helps us better understand our guests’ perceptions and continuously improve our services. We are delighted to know that you enjoyed your stay and hope to have the pleasure of welcoming you back very soon. Sincerely, Kayo dos Santos Quality Analyst

Dear S., Thank you so much for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Kayo dos Santos Quality Analyst

Dear Mr. M., Thank you for taking the time to tell us about your experience at the Grand Mercure São Paulo Vila Olimpia. I am so sorry that your experience did not meet your expectations. I am in touch with our Housekeeping Manager so that we can better assess the condition of the room and take the necessary actions to improve our standards. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Kayo Dos Santos Quality Analyst

Dear Ms. L., Thank you for taking the time to tell us about your experience at our hotel. I am sorry that your experience did not meet your expectations. We feel happy that our service was great for you. It is bad that you didn't like our dinner menu. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Julia Lencina Coordenadora de Customer Experience

Dear Kelly M., Thank you very much for sharing your experience with us. I am very happy to know that you felt safe and comfortable during your stay, and that our team was helpful, especially with communication in English. Your comments mean a lot to us and will be shared with the team. It will be a pleasure to welcome you back on a future stay. Sincerely, Julia Lencina Customer Experience

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

Frank, Thank you very much for sharing your experience with us. I am glad to know that you enjoyed our location and that our team made a positive impression during your stay. I also appreciate your ratings regarding breakfast, cleanliness, check-out and wi-fi. Your feedback is very important for us to continue improving the guest experience. It will be a pleasure to welcome you back on a future visit to São Paulo. Sincerely, Julia Lencina Customer Experience

Olá, Alcysio, Muito obrigada por dedicar um tempo para compartilhar seu feedback conosco. Lamentamos que sua experiência não tenha atendido às expectativas, especialmente em relação ao atendimento no período da manhã. Entendemos a importância de um serviço ágil, principalmente para hóspedes com compromissos logo no início do dia. Já estamos em contato com as equipes responsáveis para aprimorar a eficiência do atendimento, bem como ampliar a variedade de opções saudáveis em nosso café da manhã. Trabalhamos continuamente para oferecer experiências de excelência e esperamos ter a oportunidade de recebê-lo novamente para uma estadia ainda melhor. Atenciosamente, Julia Lencina Coordenadora de Customer Experience

Sr. Adriano, Obrigada por compartilhar sua avaliação! Estamos contentes que você tenha apreciado mais uma estada. Agradeço também sua nota em relação à seleção de café da manhã, assim como WIFI. Já encaminhei para os responsáveis pelas áreas. Esperamos vê-lo novamente em breve. É sempre um prazer recebê-lo. Atenciosamente, Julia Lencina Coordenadora de Customer Experience

Dear Mr. Jones, Thank you very much for sharing your experience with us. I am glad to know that you had a positive stay during your two weeks with us! It was a pleasure to host you. I also appreciate your comment regarding the Wi-Fi speed. Your feedback is important and will be shared with the team so we can continue working on improvements. We hope to welcome you back soon for an even better experience. Sincerely, Julia Lencina Customer Experience

Dear Mr. Cassio, Thank you very much for sharing your feedback with us. It is always a great pleasure to welcome you to Grand Mercure, and we're happy to know that we remain your preferred choice in São Paulo! I am sorry to read about your discomfort with the air conditioning and the bedding. Regarding the temperature setting, this is indeed part of the current configuration of our system, but I have carefully noted your suggestion for future improvements. I also understand your point about the duvet, and I will add to your guest profile that you prefer a lighter sheet instead of the duvet setup. Please feel free to contact me directly whenever you need anything before or during your stay. I would also be grateful if, on your next visit, you could share your feedback with me so I can make sure this arrangement is exactly what you prefer. If not, please let me know and I'll try to be as accommodating as possible! Thank you as well for your comment regarding the room lighting. This is also an item we are currently reviewing, and your perception is very valuable to us. It is always an enormous pleasure to have you with us, and we are already looking forward to your next visit. Warm regards, Julia Lencina Customer Experience

Dear Prabashnie, 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

Dear Ms. P., 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 Coordinator

Dear Ms. D., Thank you for the great review of our hotel! We are glad that you enjoyed your stay. Be sure that Giulia will receive your feedback with good care and we know that she will be really happy! Sincerely, Julia Lencina Customer Experience Coordinator

Dear Glais, Thank you for the great of our hotel! I'm sorry you did not fully enjoyed your stay and the room. I already sent your feedback to our Maintenance Manager so we can work out future improvements. It would be an honor to receive you again and deliver the true Grand Mercure experience. We hope to see you soon. Sincerely, Julia Lencina Customer Experience