Thank you for sharing your feedback with us. We sincerely apologize for the experience you described, as it does not reflect the level of service and comfort we strive to provide at Grand Mercure Itaim Bibi. We are particularly sorry that you were unable to receive toilet paper when you contacted Reception, as well as for the electrical issue involving the kettle in your room. We understand how frustrating and concerning these situations must have been, especially when staying at a hotel of our category. We have sent you a separate email requesting a few additional details so that we can better understand the circumstances and investigate both matters thoroughly with the teams involved. Your feedback is important to us, and we are committed to addressing these concerns appropriately. We regret that your stay did not meet your expectations and appreciate the opportunity to look into what happened. Kind regards, Flavia Constantino - Guest Relations

Thank you for sharing your experience with us! We are delighted to know that, even during a brief overnight stay, you enjoyed our attentive service and found your room clean, comfortable, and well maintained. Your kind words mean a great deal to our team and encourage us to continue providing warm and thoughtful hospitality. We look forward to welcoming you back to Grand Mercure Itaim Bibi for another wonderful stay! Warm regards, Flavia Constantino - Guest Relations

Thank you for sharing your feedback with us. We are pleased to know that you enjoyed our rooms and overall service, but we are sorry that some aspects of your stay did not meet your expectations. We apologize for the communication difficulties at reception and for the delays you experienced during check-out. We understand how important clear communication and an efficient, welcoming service are, and we will share your comments with our team to identify opportunities for improvement. Regarding breakfast, we reviewed your account and confirmed that no additional breakfast charges were applied. We are sorry for the confusion caused by the information provided and hope this clarification helps put your mind at ease. We also appreciate your suggestions regarding the breakfast selection, including the availability of fresh orange juice and the size of the plates. Your feedback is valuable and will be shared with the team responsible for breakfast service. We hope to have the opportunity to welcome you back and provide you with a smoother and more enjoyable experience. Kind regards, Flavia Constantino - Guest Relations

Thank you for sharing your feedback with us! We are delighted to know that you enjoyed our comfortable rooms, convenient location, and friendly service. It is always rewarding to hear that our team helped make your stay a pleasant one. We look forward to welcoming you back to Grand Mercure Itaim Bibi and making you feel at home in São Paulo once again. Warm regards, Flavia Constantino - Guest Relations

Thank you so much for sharing such a wonderful review with us! We are delighted to know that you enjoyed every moment of your stay and that our friendly and helpful team made you feel well taken care of. We are also especially happy to hear that you enjoyed the special birthday breakfast prepared for you. It was a pleasure to be part of such a special celebration! We hope to have the pleasure of welcoming you back to Grand Mercure Itaim Bibi for many more memorable stays. Kind regards, Flavia Constantino - Guest Relations

Thank you very much for taking the time to share such a detailed review of your stay with us. We are delighted to know that you enjoyed our spacious room, comfortable bed, pillow options and pleasant view, as well as the warm and attentive service provided by our team. It is especially wonderful to hear that Isabela and our reception team made you feel genuinely welcomed. We will be sure to share your kind words with Isabela and the team. We also appreciate your comments regarding the noise insulation, as well as your observations about our pool, gym and overall facilities. We understand how important a quiet environment can be for a comfortable stay, and your feedback is valuable to us as we continue to improve the guest experience. It was a pleasure having you with us, and we hope to have the opportunity to welcome you back to Grand Mercure Itaim Bibi in the future. Kind regards, Flavia Constantino - Guest Relations

Thank you very much for sharing your experience with us! We are delighted to know that you enjoyed our comfortable rooms and had such a pleasant stay with us. It is wonderful to hear that your experience was entirely positive. We hope to have the pleasure of welcoming you back to Grand Mercure Itaim Bibi soon! Kind regards, Flavia Constantino - Guest Relations

Thank you very much for sharing your feedback with us! We are delighted to know that you enjoyed a clean stay and found our team polite and welcoming. Your kind words are greatly appreciated and encourage us to continue providing a comfortable and pleasant experience for our guests. We hope to have the pleasure of welcoming you back again soon! Kind regards, Flavia Constantino - Guest Relations

Thank you so much for sharing your wonderful review! We are delighted to know that you had an amazing experience with us and enjoyed our location, the comfort and spaciousness of your room and shower, as well as our breakfast and restaurant. It is especially rewarding to hear your kind words about our team and to know that you felt safe and well cared for throughout your stay. Your feedback is a wonderful encouragement to all of us. We hope to have the pleasure of welcoming you back to the Grand Mercure Itaim Bibi very soon! Kind regards, Flavia Constantino - Guest Relations

Thank you for taking the time to share your feedback with us. We are sorry to learn that your experience did not meet your expectations. We regret that you found aspects of the room and bathroom to be dated and that the windows did not provide the level of comfort and acoustic insulation you expected. We also apologize for the slow check-in process. Our hotel has undergone renovations and we are continuously working on maintenance and improvements to ensure greater comfort and quality for our guests. Your comments regarding the bathroom, windows, and overall personalization of the room are valuable and will be shared with the relevant teams for consideration. We appreciate your feedback and hope to have the opportunity to welcome you again in the future and provide a more comfortable experience. Kind regards, Flavia Constantino - Guest Relations

Thank you for sharing your feedback with us, especially as a returning guest. We are truly sorry that this stay did not meet the standard you have come to expect from us. We sincerely apologize for the unpleasant odor coming from the bathroom and for the inconvenience of having to change rooms. We are also sorry to learn that another member of your group experienced a similar issue. Your comments are important to us, and we will reinforce the necessary checks with our maintenance and housekeeping teams to prevent this from happening again. Regarding the towels, we understand your frustration. Our sustainability practices encourage guests to indicate when they would like towels to be replaced, and we regret that your preference was not respected. We will reinforce this communication with our housekeeping team so that guests' choices are properly followed. We truly value your trust and hope to have the opportunity to provide you with the comfortable experience you are accustomed to on your next stay. Kind regards, Flavia Constantino - Guest Relations

Thank you for sharing your feedback with us. We are very pleased to know that you enjoyed your room and, especially, the service provided by our team. We truly appreciate your kind words. We are very sorry, however, that the construction site next to the hotel affected your sleep. We understand how disruptive it can be to have construction noise starting early in the morning. Unfortunately, the work is external to the hotel and beyond our control, but we fully recognize the impact it can have on our guests' comfort and rest. We appreciate your understanding and your valuable feedback. We hope to have the opportunity to welcome you back and provide you with a more restful experience. Kind regards, Flavia Constantino - Guest Relations

Thank you so much for sharing such a wonderful review! We are truly delighted to know that our team and infrastructure contributed to such a positive experience. Your generous recognition of Esther, George, Ian, Alessandra, Claudia, Elisangela, Patricia, Ellison, Dorival, Guilherme, and André is incredibly special to us. We will make sure to share your kind words with each of them. We are also very happy to know that, even among the colleagues whose names you may not have known, you felt welcomed and well cared for throughout your stay. This is a wonderful recognition of our entire team. We hope to have the pleasure of welcoming you back to the Grand Mercure Itaim Bibi very soon! Kind regards, Flavia Constantino – Guest Relations

Thank you for sharing your feedback. We are glad to know that, apart from the noise issue, you had a great experience with us. We sincerely apologize for the disturbance caused by traffic and construction noise throughout the night. We understand how disruptive this can be, especially when it affects your sleep and comfort. The construction work in our surroundings is external to the hotel, but we recognize the impact it can have on our guests and will continue to share this feedback with our management team as we evaluate possible improvements. We truly appreciate you bringing this to our attention and hope to have the opportunity to welcome you again for a more comfortable and restful stay. Kind regards, Flavia Constantino - Guest Relations

Thank you very much for taking the time to share such a detailed review of your stay with us! We are delighted to know that you enjoyed our convenient location, spacious rooms, daily housekeeping, rooftop area, and especially the warmth and helpfulness of our team. It is particularly rewarding to hear that our staff went above and beyond to assist you and make you feel comfortable despite the language barrier. Your kind words are a wonderful recognition of their dedication. We also truly appreciate your thoughtful suggestions regarding a daily board with local activities, additional breakfast options, more guest space in the room fridge, extra cabana-style seating on the rooftop, and your preference for sealed water containers. Your comments about the bathroom size and pool cleanliness have also been duly noted and will be shared with the respective teams for consideration. We are pleased to know that you found our taxi service convenient and reliable, and that our housekeeping team took good care of your room throughout your stay. Feedback as detailed as yours is extremely valuable to us, as it helps us identify opportunities to continuously improve the guest experience. We hope to have the pleasure of welcoming you back to São Paulo and to the Grand Mercure Itaim Bibi for another memorable stay! Kind regards, Flavia Constantino – Guest Relations

Dear Julien, Thank you very much for your wonderful review! We are truly delighted to hear that you had your best stay in São Paulo so far and that you found our hotel comfortable, well located, and our rooms to your liking. It is especially rewarding to know that our team made such a positive impression. Your comments about their willingness to assist and find solutions to make your stay more comfortable mean a great deal to us. I will certainly share your kind words with the entire team. Knowing that your experience was flawless is the greatest recognition we could receive. We look forward to welcoming you back to Grand Mercure SP Itaim Bibi and making your next stay just as memorable! Warm regards, Alex Cruz Reception, Reservations & Quality Manager

Dear Andris, Thank you for sharing your feedback and for your positive rating! We are pleased to know that you enjoyed your stay and felt comfortable in your room. We also appreciate your comment regarding the view. We understand that the surrounding construction may have affected the experience, and we appreciate your understanding. We hope to have the pleasure of welcoming you back to Grand Mercure SP Itaim Bibi and providing you with an even more enjoyable stay. Warm regards, Alex Cruz Reception, Reservations & Quality Manager

Dear Jose Manuel, Thank you for taking the time to share such detailed feedback. I am truly sorry that your six-night stay was marked by so much noise and, consequently, that you were unable to rest properly. We understand how frustrating it must have been to experience these difficulties throughout your stay, even after we moved you to the 22nd floor. We also sincerely apologize for the balcony doors being left partially open by our housekeeping team. This should not have happened, and we understand how it may have further affected your comfort. Regarding the incident on July 30 and the subsequent power outage, we recognize how disruptive and unsettling this must have been. While this was an exceptional external event, we regret that it added to an already difficult stay. Your comments have been shared with the relevant teams, particularly regarding room inspections, balcony doors and the noise issue, so that we can take appropriate measures to improve the experience for our guests. We are grateful for your kind words about our staff, and we sincerely regret that the overall experience did not reflect the level of comfort and hospitality we aim to provide. Warm regards, Alex Cruz Reception, Reservations & Quality Manager