Upper Itaim by Viva - Prédio completo com piscina no Itaim Bibi próximo a Faria Lima

When I arrived at reception, they turned me away, saying my room had been blocked. The check-in platform had rejected my documents, so I had completed check-in by WhatsApp. They offered a refund or a room at another unit. I chose the move, but they sent me far from where I had booked, costing me time and money. The next day it was clear that staying so far away wasn't workable, so I asked to return to ITAIM. They said they'd confirm in the morning that everything was set for me to enter at the end of the day. I spent the whole day out with my bags, then was turned away again when I reached reception. After nearly 30 minutes standing in the rain, they finally let me in. Moving between places because of their failures also meant I left a phone charger at the unit they sent me to on the first day. I checked out at 7 a.m. and contacted the Charlie team at 12:40, just a few hours later, to report it and ask them to send it to Itaim. They said they'd notify the unit and arrange delivery. The next day, when I asked about it, they said more than 24 hours had passed since checkout and nobody had found the charger. Another loss, and more proof of how poorly the Charlie team handles customer support and logistics. The worst place I've stayed in SP. Avoid it!

The location is excellent, access is easy, and the building has facilities like a gym and pool. In general, it's good value for money, and I'd recommend it to anyone looking for somewhere near Faria Lima. There are some things they could improve. Room cleaning should be included in the standard rate from time to time, maybe every 2 days, along with fresh towels and bed linen. At present, all of that costs extra. The kitchen also needs more utensils, like coffee spoons and a towel for drying them.

Apartment 101 was pretty run down. The bathroom had no cabinet doors or mirror, it wasn't clean, the furniture was broken, and the room TV and internet didn't work. For the price, I guess that's what they offer. There were some good points, though: breakfast made by Mateus, a proactive 18-year-old guy who deserves credit; a good gym; and a good location. Café bistrô ruella almost next door was a nice surprise too, though it has nothing to do with Charlie.

Terrible experience. The bathroom and balcony hadn't been cleaned properly. After my stay, I left 2 pieces of clothing in the wardrobe and they were stolen. I contacted them more than 5 times before getting any answer, and they never returned the clothes. The staff were poorly prepared and dishonest, and the company didn't even apologize. I expected much more from a large company like this. I don't recommend it. No trust and no competence in customer service.