Mercure Sao Paulo Pinheiros

The neighborhood felt calm, clean and safe, with a metro station, mini-market, bar and music store street nearby. Breakfast was included for us, which made the stay good value. The restaurant and breakfast were both excellent, and the selection stayed varied throughout the week. The pool was clean and pleasant, and the room shower had great pressure. The soap, shampoo and conditioner smelled and felt nice too. The hotel itself is a bit worn, and some things weren't clean every time. When we pointed them out, though, they were corrected right away. Reception spoke fluent English and were very service-minded.

We booked Mercure São Paulo Pinheiros for our honeymoon in Brazil, hoping for a peaceful, comfortable stay with the facilities described on the website. The pool and sauna were important reasons for choosing it. On arrival we found both closed, with no warning before booking or at check-in. I only learned the pool was inactive after getting ready and going downstairs for towels. Another staff member even suggested we check if it might still be usable. The water was extremely cold when I put my foot in, and clearly not usable. I was told it had been closed for three days. I asked why nobody had told us at check-in. Back at reception, I was told, “Well, I did inform you the swimming pool was inactive”. Information like that should be made clear at check-in, especially when those facilities are a key part of the hotel's offering. We were asked to come back later to speak with Danilo, who handled our check-in. About three hours later, we explained that we wanted a 50% refund because we couldn't use any of the facilities that had motivated our booking. If we'd known in advance, we would have chosen a different, much cheaper hotel. Danilo said he would raise it with management and we'd get an email response. We spoke on 22/01 and checked out on 23/01, but we've received no communication at all since. The lack of follow-up is extremely disappointing, especially on a trip that meant so much to us. Please contact us as soon as possible. Danilo has our booking details on file. We look forward to a prompt response. Kind regards, Mr & Mrs

The room was a letdown, with plenty of wear, especially in the bathroom. The taps leaked and the sink barely drained, though the bed was comfortable enough. Breakfast wasn't spectacular, but there was a good choice of different cuisines. I always find it annoying when the butter is kept cold. The WiFi worked well. It's in a safe neighborhood and the location is good. The staff were friendly and mostly helpful, though one thing they told me was wrong, unintentionally, I'm sure.

The bathroom felt tired, with old fixtures and worn finishes, and clearly needs refurbishment. The whole property could use a major refresh, from deep cleaning and basic upkeep to the guest areas. Our room didn't feel clean, even though they emptied the rubbish every day, possibly because maintenance was lacking. There was visible mold on the curtain, which concerned us about housekeeping and air quality, especially with children or anyone who has allergies. We would have considered changing rooms over it, but the hotel couldn't provide the room setup we had originally needed. We booked for a family trip expecting rooms connected internally. Instead, we had to split up because there was no connecting door. Handling the kids, our things and bedtime between two rooms was stressful and inconvenient, and defeated the point of booking as a family. The condition of the bathroom and room also didn't match the price or what the hotel photos led us to expect.