Novotel Itu Terras de São José Golf & Resorts Hotel 4 stars

The ALL program is probably the worse loyalty program available in Brazil. They definitely don't care about providing a great experience to their members. I have been to this hotel a few times and has been one of my favourite resort near Sao Paulo. This time I invited my family to spend a weekend together to celebrate my mum's surgery but it was quite disappointing. Both my mum and I are Gold members of the ALL program. We booked our rooms using the current offer "Long weekend" (link: https://all.accor.com/promotions-offers/week-end-offers/owm01…-oferta-de-final-de-semana-prolongado.pt-br.shtml). On arriving at the hotel, we had to wait 30+ mins to check-in when we had already done our check-in online. Why management in this hotel does not assign a separate queue just for those that are part of your loyalty program and have done their check-in in advance? At around 10pm, I dialled 9 to order some drinking water and warm milk for my nephew but there was no answer. We tried for at least 15 mins. I then tried to send a message to the WhatsApp number that was supposed to go to their room service but there was no answer. We were completely ignored by the room service staff. For a 4 star hotel, this is totally unacceptable. Why offer the service if there was no one available to help? I then made my way to the reception to enquiry. I found a cleaning lady that was super helpful and told me that there was a "Copa Baby" on our floor where I could get the warm milk for my nephew. Why did the staff member that checked-in my 2-year old nephew with their parents in the other room not mention about this "Copa Baby" is beyond me. It could have saved us quite some time. Also, I had to go to the Gourmet Bar to get a few water cans for the whole family since the hotel failed to provide this service over the phone. We got our welcome drinks but to my surprise they now offer only caipirinhas, sakerinhas, beers, or soft drinks. On the other occasions we stayed at this hotel we could order gin&tonic. Why did the hotel change their policy towards the welcome drink I definitely don't understand. Offering just basic drinks to Gold members of the ALL program just don't make sense. We ordered the sakerinha and to our surprise there was very little to no alcohol at all in our drinks. Is this how you treat your customers? On Sunday we asked for a late checkout and to my surprise we were told that we had to vacate our rooms at 3pm. On the previous occasions I stayed at this hotel I was allowed to stay in my room until 5pm. Why did they change their policy again? I booked both rooms with a late checkout of 6pm. Why was this offer denied on this occasion? I checked the Accor app and both room types were available so why denying us a late checkout until 6pm? We also did not get any welcome gifts that are given for Gold members. Perhaps a bottle of water in our rooms would be super nice. Quite a few things have changed in this hotel and the cost benefit is no longer worth it. Forget it if you are an ALL member. Don't expect anything extra for this. I will only stay in this hotel again if there is a promotion that justify the cost-benefit. Other than that we will be looking to stay elsewhere.

Quartos limpos Muitas áreas de entretenimento Boa música

(Versão em português abaixo) Room is very confortable, food is great and swimming pool are warm. The only thing I have to complain is that Ibiobi Smart Club representatives are very annoying and inconvenient. In a 4-day stay approached 7 times by the same person 15-20 minutes each time even though we made clear that we did not want to buy any "time sharing" like vacation plan. Stay was good, food was good, pool is awesome but overall experience was not great due to this constant bothering. ------- Quarto muito confortável, comida é ótima e piscima é aquecida. A única coisa que tenho para reclamar é sobre os representantes do Ibiobi Smart Clube que são inconvenientes e irritantes. Durante uma estadia de 4 dias fomos abordados 7 vezes pela mesma pessoa por 15-20 minutos cada vez, mesmo deixando claro que não queríamos adquirir um plano de férias no estilo "time sharing". Piscina é boa, comida boa e piscina maravilhosa mas a experiencia como um todo não foi agradável pelo constante incômodo.

The weather was not very good. But the hotel has terrif pools and the food is nice too

Brand new hotel with nice room. The hotel is small enough to keep all attractions nearby and is very cozy. The pools are heated so no excuses for not give it a try and swim. Food is nice and tasteful. Service during meal time is on average. The tea time is a kind offer. The only constraint is the parking fee. Considering that this hotel is in the country side it makes no sense to have such a high amount per day, considering that the parking lot is not covered, the fee should be even smaller. Novotel needs to review this with urgency.