Grand Mercure Rio de Janeiro Copacabana

Almost everything about this supposedly 4 or 5 star hotel is substandard. When I arrived the lift did not work ( continues to be problematic and need to swipe card 10+ times to get green light) toilet did not work, tv did not work. No kettle in room. The gym and available equipment is most likely over 30 years old and it shows. Everything has something wrong with it. To top it off, I returned to find my door was left open by the maid but the hotel have basically avoided me in my complaints. The manager hung up on me and they won’t engage. Must be the worst hotel in Rio.

Having stayed in this hotel already before, we were more than disappointed to find out that it is now a totally different hotel! They say they are remodeling a bit but it’s a different building, new entrance, different rooms, and the change is not for the best. If it was an Ibis hotel we would be totally fine with the standards and the amenities, but for a Grand Mercure it is definitely not up to the known Accor standards and really disappointing. As Accor Platinum Member, we had to wait over 1 hour for check-in, no upgrade, no welcome drink, no member benefits at all. The room was probably one of the worst they had, with an incredible nice view to the favelas. The corridors on the floors were smelling humid and moldy, the room was basic. No amenities like water boiler, coffee machine, complimentary water. The whole hotel had the flair of a youth hostel, staff bring always in t-Shirts, improvised “lobby”, no lobby bar, improvised breakfast “restaurant”, which was a conference room without windows and a noise level as in a hostel dining room. Staff was not really helpful, information was not passed on to the following shift, etc… the water tab in the shower was broken and never fixed after signaling it to the receptionists. But the room was clean, that’s a positive aspect nevertheless, and the proximity to Copacabana beach and neighborhood is a positive aspect as well. We would suggest Accor to review the name of this hotel abs make an Ibis out of it, the customers will know what standards to expect.

In my opinion the best hotel in Copacabana / Ipanema for the price category. I stayed over a month. Super friendly team, consistently delivering a great service to guests. The hotel is modern and well maintained. Decent gym as well. Other hotels in the area often lack service or maintenance, its well done here. I will come back anytime.

The wifi basically didn't work (I did speed tests and it was less than 1MBPs download and upload). I mentioned this to the staff and to the management, and every time they said "We'll let the technician know". It turned out that the wifi had not worked at all, at least for several days, and the staff were trained to lie to the customers like this.

Really slow check-in and the receptionist was not familiar in how to provide the invoice issuance for payments at the hotel. The room showed a very dirty floor with dust and dirt scratches. Very poor cleaning. The lobby should offer more alcohol gel dispensers.