Grand Mercure Sao Paulo Vila Olímpia 5 stars

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