InterContinental São Paulo by IHG

Breakfast was generous, though strangely there were no greens or salad. The staff were generally nice and checked on us, and they sent a note and chocolates after I explained the problems. I appreciated the gesture, but chocolate doesn't make up for lost sleep. The AC was deafening, measuring 50 dB from the bed, compared with a luxury standard of under 30 dB. A technician came right away, but the unit clearly needs replacing, not repairing. Translucent curtains let full sunlight wake us at 6 a.m. We were two guests but got just one robe and one pair of slippers. Housekeeping didn't correct it, even after seeing us use them, and the cleaning was incomplete: I found a bottle cap on the floor that wasn't ours. I had booked a Classic King Room and was told I was being "upgraded" to the Paulista Suite, Room 401. The room was a dark corner unit with small windows, a poor layout, and worn carpets, and it felt like an old wing. The hotel has 20 floors, but this suite is on the fourth, right above the restaurant chimneys. The hallways, clean towels, and linens all smelled of food and kitchen grease. Despite the kind staff, it was nowhere near a 5-star stay. InterContinental promises luxury, but this property is tired, noisy, and badly in need of renovation. The building feels like a 3-star hotel falling apart, and staff seem to be fighting a losing battle. If you're assigned Room 401, decline it.

The staff's response made a disappointing stay even more frustrating. I asked politely to move to another side of the building because construction outside my room continued late into the evening and started again at 6 a.m., waking me even with the windows shut. Rest, work, or relaxing was basically impossible. At first, they said I'd have to pay extra to move. When I pointed out the dirty carpet, damaged furniture, and noise, they dismissed me until I pushed the issue more firmly. I dislike conflict, and after traveling a long distance for work, I expected some comfort and rest, not an argument for basic service. The room itself was in poor shape: dirty carpet, a stained sofa with holes, and windows and blinds that were practically useless. It felt worn and unclean, nowhere near a luxury hotel's standard. The pool looked awful and completely uninviting, a real shame in 30°C weather. It seemed no one was making an effort to maintain or present it, though it should have been a highlight. The room quality, neglected facilities, noise management, and customer service all fell short of what you'd expect from the InterContinental brand and a hotel claiming 5-star service. I can't recommend this property.

I got a Platinum upgrade to a small suite, and the hotel itself is nice. But breakfast wasn't included for a Platinum member, and I couldn't use the club lounge either. I won't stay here again, and I'll return to the Renaissance a few blocks away. After this year, I'm avoiding all IHG hotels. The elite benefits feel insulting, like a “free bottle of water at check in”.

You can't beat the location, and the staff at the front desk, bar, and restaurant were accommodating. The rooms are wonderful too, and Chelo at the bar makes an excellent drink. We booked five rooms, though, and one had a leaking tub while another had broken air conditioning. I was also surprised to be charged for breakfast, with no mention of the cost at check-in or when entering the buffet. There are plenty of nearby places for a nice breakfast at less than half the price. Good service overall, but those issues bring it to four stars for me.