Next AW Franca by Viva - Prédio novo ao lado da Av Paulista

The rooms were clean and modern, and the location was excellent, but the stay was exhausting and took time away from our vacation. Facial recognition almost never worked, and once left us locked outside very late at night. With no lobby representative or anyone in the building, what may be a progressive way to run hospitality felt traumatic for guests. We had to contact the frustrating customer service many times a day. We’d booked three rooms in advance, but they had missed one and only found out late in the day. One room was also downgraded without our agreement, and we had to fight to get proper reimbursement for something we’d already paid for. It was supposed to be a fun stay in São Paulo. Choose somewhere else if you can.

The rooms are spacious and set up like studios, with strong shower pressure, a steamer, and a workspace for remote work. I’d recommend booking the highest category with a balcony. The location is fantastic, with good Uber access and availability, and great breakfast places like BOTANIKAFE within walking distance. The building has a smooth arrival process with facial recognition, though I had to sort things out with virtual Charlie once I reached my room. I live in Brazil and have learned to stay calm and patient. The booking was beautifully easy, and customer service was friendly. I booked on a friend’s recommendation and because I like trying new things in the industry. The Wi-Fi could be better, and a deep clean plus a cleaning during a week-long stay would help. I work in the industry and know it’s hard to get everything right. Life isn’t perfect, but we have to stay positive and try to make the best of it. I like these new hospitality concepts, and this one is worth trying. Almost well done.

They sent a service worker to my room without warning, which was a terrible start. At checkout, facial access gets blocked, which seemed okay. But mine was cut off while I was waiting at reception for my Uber. An employee let me in when the car arrived, so I took some of my bags out, then was stopped from going back in for the rest. Two employees were at reception the whole time, but neither helped. It was only resolved when another guest arrived and I asked them to bring my remaining things outside. I was humiliated, prevented from collecting my own luggage, and treated like a criminal trying to break in.

The room was okay, but the access problems and lack of security made the stay not worth it. Every time I left or came back, I worried I’d get trapped. A few days in, I was stuck for a long time between the two entrance doors. Reception said it was the locking service and that they were calling a technician. I was afraid I might faint because the space between the doors was small, enclosed, and hot. Getting in on the first day was also a mess. I’d sent my documents the day before and got a message at 10 am saying the room was ready. I arrived with my bags at 11 am, but facial authentication wouldn’t let me in, and there was nobody at reception. The virtual Charlie agents kept saying they’d fix it soon, but “soon” took two hours and I missed work meetings. I only got in because a building employee felt sorry for me and asked the front desk directly, something I’d already tried without success. That same night, another guest from abroad who’d arrived after a 14-hour flight couldn’t get into his room because the electronic lock was broken, and nobody replied. He went looking for another hotel in the middle of the night. My own access had problems before that too: I had the worst stay at Charlie, and they sent a service provider to my room without warning.