Grand Mercure Sao Paulo Vila Olímpia 5 stars

Customer review rating (ALL Rating) 4.5/5 1,480 reviews

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Rua Olimpiadas 205, 04551 000 SÃO PAULO, Brazil

Description

Hotel extras

  • Renovated, spacious, upscale rooms. 49" Smart TDS w/ streaming channels

  • CipóRestô restaurant with outdoor balcony and Brazilian cuisine

  • Corporate and social event spaces with capacity for up to 700 people

  • Nearby hospitals and clinics: São Luiz, Sta Paula, Sta Maggiore, Clinica JK

  • Hotel with helipad located 10 min from Congonhas Airport - SP

Our accommodation(s)

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Hotel location

Grand Mercure Sao Paulo Vila Olímpia

Rua Olimpiadas 205
04551 000 SÃO PAULO
Brazil

GPS:-23.59563, -46.6845

Telephone
Fax +55 11 2161-4949

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Car park
  • Pets welcome
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

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ALL Rating  4.5/5  1,480 reviews

Customer review rating 2.0/5

Dingyan C. Business - Confirmed reviews ALL

I've stayed here many times over the last 3 years, but this visit is particularly disappointing. When I first checked in, the room slippers was missing, and I asked the counter if my room is truly upgraded as platinum member and was told yes, but it seems to be lacking coffee machine that I was used to in my previous experience. Not sure where the gap is here. Then one of the nights around 10pm, a house keeper suddenly opened my door without knocking and I was completely undressed because I was getting ready to shower. This should never have happened and I have also made a complaint via the hotel's WhatsApp chat. Laundry services was also spotty. One incident was that my laundry was never even picked up despite the bag and form neatly hanging on my door and I had to complain before someone came to pick it up. Another instance, my laundry was never delivered for about 4 days until I chased the WhatsApp contact repeatedly. The experience was never so bad in my previous stays and I have clocked probably 100+ nights here over the last 3 years.

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

Customer review rating 2.0/5

Fabio D. Business - Confirmed reviews ALL

I stayed one week, when I arrived the room was at 17 degrees, and walking without shoes was very uncomfortable, so I asked for slippers and without empathy the receptionist reply it was not included in my room, not considering I am an accord member and I already stayed more times in the same structure Grand Mercure - Pullman. When I did the checkout I reported the case, but they didn’t t care at all.

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

Customer review rating 3.5/5

Esther R. T. Business - Confirmed reviews ALL

Perfectly comfortable - shower room nice. My room was extremely cold on arrival and had to ask for a heater and blanket. Once I'd turned the ventilation fan and heating control off completely the room eventually warmed up (too a night). Would have been better if this could have been done before my arrival and someone had checked the temperature and controls.

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

Customer review rating 4.5/5

Frank E. Business - Confirmed reviews ALL

Friendly staff

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

Customer review rating 4.0/5

Alcysio C. N. Business - Confirmed reviews ALL

the hotel provides everything a business traveler needs. Except if you need breakfast at 6am sharp, in which case you´ll have to make do with whatever the understaffed team could manage to put out on time.

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

Other web-users rate our hotel

  • 226 reviews 9.9/10 Location
  • 506 reviews 6.2/10 Room
  • 733 reviews 9/10 Service
  • 13 reviews 1.6/10 WiFi
  • 294 reviews 9.4/10 Breakfast
  • 232 reviews 8.8/10 Food
  • 158 reviews 7.1/10 Cleanliness
  • 139 reviews 7.7/10 Amenities

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