Grand Mercure Rio de Janeiro Copacabana 5 stars

Customer review rating (ALL Rating) 4.3/5 3,405 reviews

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Rua Souza Lima, 48, Copacabana, 22070001 RIO DE JANEIRO, Brazil

Description

Hotel extras

  • Pet-friendly hotel! Dogs and cats up to 22 lb are welcome here.

  • Ideal for families! Children aged 12 or younger stay free of charge.

  • Exclusive concierge service for your convenience

  • 20-minute drive to the Rio Sul Shopping Mall

  • 8-minute walk from the General Osório subway station

Our accommodation(s)

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Hotel location

Grand Mercure Rio de Janeiro Copacabana

Rua Souza Lima, 48, Copacabana
22070001 RIO DE JANEIRO
Brazil

GPS:-22.98127, -43.19026

Telephone
Fax +55 21 3545-5400

Access and transport

Hotel services

Check-in from - Check out up to

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

CAZA ALIMO

Caza Alimo restaurant at Grand Mercure Rio de Janeiro Copacabana - Avenida Atlântica, 3716 Copacabana, Rio de Janeiro. Open from 06:30 to 23:00, for distinct dining experiences throughout the day.

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  4.3/5  3,405 reviews

Customer review rating 4.5/5

Gemma H. Business - Confirmed reviews ALL

I had a great time at the hotel. All the staff were super friendly and helpful. The food was great with lots of choice. Although I had a leaky air conditioning unit, when I came back later in the day (having not even reported it) it had already been fixed!

Thank you very much for taking the time to share your experience with us. We are truly delighted to hear that you had a wonderful stay and that our team made you feel welcome with their friendliness and helpfulness. It is especially rewarding to know that you enjoyed the variety and quality of our food offerings. We take great pride in providing an excellent dining experience for our guests. We also appreciate your understanding regarding the air conditioning issue. Although we regret the inconvenience, we are pleased that it was resolved promptly and efficiently to ensure your comfort. It would be our great pleasure to welcome you back again in the near future.

Customer review rating 2.0/5

Carol A. B. Couples - Confirmed reviews ALL

Disappointing. We found most front line staff, excluding cleaning and dining room staff, not that helpful or friendly. Most hotels of your size are able to help with outings and site seeing activities. We were referred to front desk staff and they were not well informed. We also paid for a partial sea view. You had to be 6 inches from the window to get a glimpse of the sea. It was misleading on your part and a complete waste of money. We have a photo of our view and plan to post it.

Thank you for your feedback regarding your recent stay with us. I regret to hear that your experience did not meet your expectations, particularly concerning the attitude of some of our front-line staff. We strive to provide exemplary service, and your comments will be taken into account as we continue to enhance our guest interactions. Regarding the sea view, I understand your disappointment. We aim to provide accurate descriptions of our rooms, and I apologize if this did not align with your expectations. Your insights are invaluable as they help us improve our offerings. Thank you once again for sharing your thoughts with us. We hope to have the opportunity to serve you better in the future.

Customer review rating 5.0/5

Hamza A. Friends - Confirmed reviews ALL

Amazing staff. I haven’t been disappointed by any one there. They are all 100% engaged to help you and make your stay perfect.

Thank you for your kind words regarding our staff. We are thrilled to hear that they contributed positively to your experience. Your satisfaction is of utmost importance to us, and we appreciate your feedback.

Customer review rating 2.0/5

Martyn W. Solo - Confirmed reviews ALL

Overall I was dissatisfied with the hotel...the hotel is in a great location on Copacobana beach. I did not find the room up to cleanliness of a five star hotel (dust around the bed for example), the wifi is one of the worst I have ever experienced in a hotel, my room was not cleaned one of the three days and when I checked in I was told that my check out time was 15:00 because I am a Diamond member (and this is on the signed form so no question of fact here)...unfortunately when I returned to my room at 13:00 on check out day the door would not open. I then had to waste time returning to reception to ask what was happening. I was told there was no late check out...this does not tie to what I was told and signed on check in. The lady was rude for two reasons - not helpful for me but frustratingly another lady was talking to her and she was not focused on me. When I finally returned to my room after protest agreeing I would leave at 13:30 another gentlemen came to the door reminding me I needed to leave. A VERY POOR experience in particular as a Diamond member. Given the much higher cost because of Carnaval I would very unlikely not chose to stay at this hotel again. Furthermore, the breakfast on the 12th floor was reasonable but again appalling customer service for a five star hotel. I do not understand the rating of this hotel.

Thank you for sharing your feedback regarding your recent stay at Grand Mercure Rio de Janeiro Copacabana. We sincerely apologize for the shortcomings you experienced during your visit, particularly concerning the cleanliness of your room and the level of service provided by our team. Your comments regarding the Wi-Fi service and the late check-out confusion have been duly noted. We strive to maintain high standards, and your experience does not reflect the quality we aim to deliver. Regarding your check-out experience, we understand the importance of clear communication, especially for our valued Diamond members. We regret any misunderstandings that occurred during your stay. It is our goal to ensure that each guest feels valued and respected, and we appreciate your insights into the areas where we fell short. Thank you for your feedback on our breakfast service as well. Your comments will be used in our ongoing efforts to enhance guest satisfaction. We hope to have the opportunity to provide you with a better experience in the future.

Customer review rating 0.5/5

Elian B. Couples - Confirmed reviews ALL

Our stay at this hotel was extremely disappointing from start to finish. Check-in took more than an hour due to “technical problems,” and after waiting so long, we finally reached the room only to discover that it was not even ready yet. This was a very frustrating start. The air conditioning was not working, and maintenance came to fix it while all of our personal belongings were in the room. They worked there for more than an hour, which should have been handled when no guests were present. After they finished, the room was left very dirty, so we requested housekeeping — but no one ever came to clean. Throughout our stay, the reception staff were not helpful when we expressed our dissatisfaction with the room and overall experience. Check-out was also very poorly managed. There was only one employee at reception, resulting in a line of around 40 minutes. We almost missed our flight because of this delay. Overall, the lack of organization, poor service, and insufficient customer care made this one of the worst hotel experiences we have had.

Thank you for sharing your feedback regarding your recent stay at Grand Mercure Rio de Janeiro Copacabana. I sincerely apologize for the inconveniences you encountered during your visit. We understand that the lengthy check-in process due to technical difficulties was frustrating, and I regret that you found your room unprepared upon arrival. It is our standard policy to ensure rooms are ready for our guests, and I appreciate your patience in this matter. The issues you experienced with the air conditioning and the subsequent maintenance work in your room are concerning. We aim to conduct such maintenance with minimal disruption to our guests, and I regret that this was not the case during your stay. Additionally, I apologize for the lack of follow-up from housekeeping, which falls short of our service expectations. We also acknowledge the delays at check-out and the staff's response to your concerns. Your experience does not reflect our commitment to guest satisfaction, and I appreciate your valuable feedback. Thank you for your understanding, and I hope you consider giving us another chance in the future.

Other web-users rate our hotel

  • 1,199 reviews 9.5/10 Location
  • 1,823 reviews 6.7/10 Room
  • 2,021 reviews 7.7/10 Service
  • 104 reviews 3.8/10 WiFi
  • 1,045 reviews 8.8/10 Breakfast
  • 707 reviews 5.5/10 Cleanliness
  • 657 reviews 7.5/10 Amenities
  • 447 reviews 7.8/10 Vibe

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