Grand Mercure SP Itaim Bibi - Ex The Capital 4 stars

Hi team, My case is: My reservation was cancelled by you at 12:38am Brazilian time today and when I arrived at the hotel the staff notified me that my reservation was cancelled and I needed to make a new reservation to stay with them, the system already canceled the booking and there was nothing to do with them. The reason they gave me is that my credit card was expired but this is not true!!! My credit card is working pretty well and actually it has been the one in which I made all my reservation with booking.com (Visa ending in 4106). After this terrible notification, I searched in the website and realize that there were no more rooms in the hotel nor in the neighborhood I plan to stay (Itaim Bibi), so the hotel offered me a special room with a more much extra cost. I didn’t have any option and now I am in the room but with a 50% more cost in the room and actually the card in which I made the payment is exactly the same one I used for the booking. How can you help me? It’s the first time this happens to me. For further contact ri… Thanks, Ricardo

The room look pretty spartan, and the reform severely affects the experience

The hotel and staff were well managed and very clean. But there many many small problems. The pool is miniscule. If there are more than five or so people there is no space for swimming. The SPA was closed with no warning before we arrived. The continental breakfast had very little in matter of non-bread. The restaurant menu was reduced during the new year's period - which was the period that I stayed for - and there was no warning.

I stayed for 10 nights and it was a nice experiece. The hotel has very nice facilities, gym and pool on the roof top with a very amazing view. I was on the 19th floor and had a balcony, so i wake up with a nice view all the time. The bed is very comfortable as well. The breakfast is also good with a lot of selection. Few downsides i noticed, it is very hard to find the right temperature for the airconditioner. It's either too hot or too warm. It took me few days to find out the beset airconditioner setting for me. Another one is that, in the morning when i wake up, there is a sewer smell in the bathroom. I only noticed this in the morning.

I have been a loyalty member for a while now. I travel very often, both professionally and for leisure. I arrived early at the hotel and for the first time in my life I was told that the room was available, but I couldn’t get in unless I payed an additional 50% of the rate. If that is the hotel policy, then I can only regret it, as it would have been an inexpensive way of providing a exceptional service to the client. All of that could be disregarded if it wasn’t for the unpolite and unprofessional behavior of the staff. I don’t intend to stay at this hotel again.

generally good. bb could be better. should prepare more charger adapters

We stayed 9 days and loved it. Stayed on the 22 floor. Hotel has great pool, gym and sauna on roof. Our room was great, comfy with a nice sized bed and balcony---they should really show in pics of room. The free breakfast was in the attached restaurant and offered various food to coffee and we loved it. Many restaurants close by to walk to, and very safe. And for the price, you cannot beat this hotel, upscale without being stuffy. So glad we chose this hotel (got a look at others in area and this was the best)

The rooms are big but the bathroom is very small, very uncomfortable. The staff is friendly, gym is ok.

Lot of noise due to repairs. Lack of proper refill of amenities (soup, shampo etc). Gym in poor condition. Breakfast with very limited options and bad quality. Front-desk very slow in checkin process.

The hotel is old and dated. There is musty smell on the hallways. To boot, there was a LOT of noise because of ongoing construction in the hotel. The room was 'nice' in the sense that it was sort of big - with a separate bedroom and living area. The restroom was rather small and just pretty basic. This hotel advertises as a 4-star property. It's a 2.5 star at best. Avoid this place like the plague.

They put me in a single-bed room

The staff was very helpful though English abilities were limited. The room surface was good but the bathrooms are ridiculously small and I would rather have one big room than the a bedroom and a sitting room

Very pleasant hotel with friendly staff and ideal location

There should be some different food in the breakfast. It was the same food for the entire period I stayed there. So different variety will be good.

No complaints about the service in general. However, the rooms I've stayed were old looking, not as functional (terrace doors wouldn't close properly, shower heads were poorly maintained). I would expect more from the cost of the room. Finally, despite having requested it at the lobby during checkout, I have not yet received the LeClubAccor points related to my stay.