Grand Mercure Rio de Janeiro Copacabana 4 stars

It was a great experience from the time I checked in to the time I checked out. Guest services was wonderful The staff in the restaurant was excellent. I appreciate how well the staff helped me out and attended to my needs.

The hotel was ok. But why was I billed 789.36 BRL to my MasterCard on 30/11/19? I didn’t owe you any money. I had settled my account in cash 258 BRL! Your counter staff were always over worked with large queues. I want my money back.

Standard below average hotels of the same level

Reception was a joke, huge queues. the room was terrible, I arrived at 10am from a cruise ship, I was told to return at 12 noon, fair enough, then was told to return at 2pm, finally I was given a room at 4.45pm. the room was terrible, very dark, looking onto a wall, only one bedside light, a terrible smell, plus full of flies. Having already queued 3 times at receptionI gave in, however other people persevered and changed their rooms. My room was never cleaned before 4pm., except on the day that I was leaving, when a member of staff knocked on the door and just walked in. This was my 5th time in Rio and I speak a little Brasilian Portugeuse. I felt that the place was understaffed and staff morale was very low. . .

Excellent location. Good breakfast. Rooms rather small

Poor maintenance Crowded Reception Iron not available Lack of standardization among hotels with same brand

The room was old and dirty. The toilet blocked and had to report twice before it was fixed. The telephone did not work. We were on floor 6 and the lift would not stop there. There was a dirty food tray on the stairs for hours. There was a stronge smell of air freshener from the air con unit which affected my chest. The pool area was dirty and so was the pool. The umbrellas were broken. On a good note, there was a good selection at breakfast and the porters were very friendly

I found the hotel well below a Grand Mercure standard. Old rooms Restaurant not working at night, only the bar serving badly cooked food

Very old facilities poorly maintained, old and worn and torn sheets, dirty and old room, dirty bathroom

I loved the breakfast as well as the service room. Thank you for the help in the meantime my room was ready allowing me to use the Gym restroom to wash an be ready to work. Thank you

Staff were all helpful and friendly - please pass on my thanks. Room fine, but safe didn't work and elevators also wasted some of my very limited time in Rio by going to random floors or not working at all. Great view from rooftop. Food (lobby bar) was good. Questions raised on my booking were not answered, even when I sent a follow-up email. Both issues were addressed at check-in, so I don't understand why I was just left in limbo between booking and arrival.

The location was nice, but I was disapointed by the old infrastructure, elevators shaking non-stop on the way up and down. The VIP breakfast.. well, the place was good, the service as well, but the availability was POOR, overcooked food waiting for hours for some "VIPs" go there. The only good thing about it was the view, otherwise, below, the standard breakfast was way better. Fresh food, abundant, fresh made coffee, etc. I was disapointed by the fake expectations I had, on the booking web, there was shown a picture with a pool and ocean view, but I was sent totally to the back, because on the front, only are offices... - The personell said they don't have iron (it's broken!) and I must pay for the service, which I did because was urgent. After complaining and calling several times, "magically" they manage to have irons and send one to my room, with the label "20" on it. So, they have 19 irons not working?!, incredible the way they try to squeeze money out of you.. On the other side, was nice to be welcome with a couple of beers and nuts as a courtesy to my gold status with Accor.

Warm welcome by friendly staff. Excellent breakfast and lovely pool area. Comfortable beds an good Wi-Fi connection. Helpful staff assisting with any questions. Fast checkout. Had a lovely time here.

Regardless location is awesome and staff is polite, I had a couple of bad experiences in a 2-day stay: a) I was directed to check in a room that was on maintenance (reservation people wasn’t surprisingly aware such floor was out of order) and b) room service left a consumed good in my room which was charged in my bill (if I wasn’t smart, I wouldn’t have noticed). At the end of the day, problems were solved, but would prefer not having surprises!

The location, breakfast, staff friendly