Pullman São Paulo Guarulhos Airport

The staff were fabulous, the food was delectable, and we love the hotel and its green setting. This was our third year staying at Pullman. We chose it over Marriott despite the higher price because it felt more like a family environment. We'd return, though we're now open to other options because of the payment policy. The hotel checks the account every R$4000 and demands payment in advance. The money itself wasn't the issue. Our room access was cut off, and the keys stopped working until we paid. I know this is a general policy and don't believe we were singled out. Still, with a debit or credit card already on file, locking guests out felt crass, embarrassing, and risky for goodwill. It made us feel as if we weren't trusted.

The fitness area was good, and the spa itself is nice, with very friendly staff. But conversations from the manicure and hairdresser area carry clearly into the massage room, so it would help if people there spoke more quietly during treatments. Everything in the spa also costs extra, with no wellness area included, which surprised me for a 5-star hotel. The breakfast was good, but lunch and dinner were a letdown, especially the tasteless pizza. The food overall didn't meet the standard I expected from a 5-star place. The airport shuttle was terrible too. It looked decades old, was dirty and broken, and had loose seats that shifted dangerously. There’s also construction going on right now, with a lot of daytime noise, even while eating in the restaurant. The hotel offered no apology or compensation for the disruption. That was very disappointing for a hotel in this category.

A regular customer, and I book directly. This time I reserved two family rooms two months ahead, but they didn't put us together in connecting rooms. On top of that, the family beside one of our rooms was so loud we couldn't sleep. Sleeping is the whole reason we book this hotel. There were other problems too: moldy air from the AC, a sink and shower that didn't drain properly, lots of outlets that didn't work, and noisy hallway doors. The soundproofing overall was poor.

The room feels old-fashioned, especially the washroom, but the service was good and quick. It’s close to the airport, so I wouldn’t recommend it for a leisure stay. The staff were welcoming, friendly, and very helpful, though. Kudos 💕