Grand Mercure Sao Paulo Vila Olímpia 5 stars

Customer review rating (ALL Rating) 4.5/5 2,172 reviews

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Grand Mercure Sao Paulo Vila Olímpia - Image 1
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Rua Olimpiadas 205, 04551 000 SÃO PAULO, Brazil

Description

Hotel extras

  • Renovated, spacious, upscale rooms. 49" Smart TDS w/ streaming channels

  • CipóRestô restaurant with outdoor balcony and Brazilian cuisine

  • Corporate and social event spaces with capacity for up to 600 people

  • Nearby hospitals and clinics: São Luiz, Sta Paula, Sta Maggiore, Clinica JK

  • Hotel with helipad located 10 min from Congonhas Airport - SP

Our accommodation(s)

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Hotel location

Grand Mercure Sao Paulo Vila Olímpia

Rua Olimpiadas 205
04551 000 SÃO PAULO
Brazil

GPS:-23.59563, -46.6845

Telephone
Fax +55 11 2161-4949

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Car park
  • Pets welcome
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

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ALL Rating  4.5/5  2,172 reviews

TripAdvisor Rating  4.0/5  1,332 reviews

Certificate of excellence 2024

Great hotel, great staff.

TripAdvisor rating 5.0/5

stderr TripAdvisor review

A very nice hotel, with attentive, professional and fun staff. Two members were especially helpful: Gulia, who brought us cappuccinos, always smiled, and gave us great tips on portuguese pronunciation; and Maiara, who served us breakfast, made us laugh non-stop with her funny stories, and made us feel like family.

Borderline discriminatory treatment by the employees of the hotel.

Customer review rating 1.5/5

Toni S. Business - Confirmed reviews ALL

This was our second visit to this particular hotel establishment, a location often frequented by us alongside our business associates from Europe. The hotel consistently provides excellent service, maintains a high standard of cleanliness, offers comfortable lodgings, and serves delectable cuisine. The breakfast buffet, in particular, is quite impressive. Regrettably, during our most recent stay, we encountered a profoundly unsatisfactory incident that has prompted us to seek alternative accommodations for our future business endeavors in Sao Paulo. Upon our return in the late evening from the city center, one of my colleagues accompanied a guest to the hotel premises. Regrettably, the security personnel stationed at the entrance halted the group, insisting on formally registering the guest within the hotel lobby. While we acknowledge the necessity of such protocols for security purposes, a complication arose as the guest did not possess any form of identification. Subsequently, she endeavored to find a solution by attempting to obtain a digital copy of her ID via her cellular device, a process which consumed some time. As this transpired, tensions escalated significantly during discussions between ourselves, the doormen, and the lobby staff, as we began to express dissatisfaction with the delays and the prevailing circumstances. While I do recognize the importance of abiding by the hotel's policy to verify the identities of all individuals upon entry, it is pertinent to note that we have entered the premises on numerous occasions previously without encountering such stringent measures. The crux of the issue lay not within the protocol itself, but rather in the handling of the situation. Rather than offering a composed explanation, we were met with brusque dismissals. The doormen appeared intent on provocation and subsequently summoned additional security personnel, including the hotel's security manager. At this juncture, matters escalated significantly; the doormen resorted to deception, attributing words to us that were never uttered, while the security manager adopted an overly aggressive stance. He proceeded to confront several guests in a confrontational manner, raised his voice at multiple parties, and even slandered our guest within the public lobby. Firstly, I wish to clarify that our guest was neither a prostitute nor associated with any illicit activities; she was merely a guest, much like any other individual present. Secondly, regardless of her circumstances, it is grossly inappropriate for the security manager to wield such derogatory language towards any guest, or indeed, any individual. When we attempted to address the situation with the security manager, we were met with threats of physical violence and expulsion from the premises, with an accompanying ban on future visits, notwithstanding our repeated assurances that we were indeed registered guests of the establishment. His behavior was excessively disproportionate, and together with the doormen, they engaged in a display of force and intimidation where there existed no legitimate grounds to do so. Throughout the interaction, none of our party conducted themselves in a confrontational or disrespectful manner. Ultimately, we sought to clarify the circumstances surrounding the entry of our guest, albeit in a composed and reasoned manner. It became abundantly clear that the treatment we received was underpinned by our status as foreign guests, compounded by our limited fluency in spoken Portuguese. The majority of our group lacked proficiency in the language, thereby leading to inevitable miscommunications and misunderstandings. The discriminatory treatment we encountered was undoubtedly targeted towards us as foreigners, with the doormen in particular exhibiting a palpable disdain towards our presence, as evidenced by their repeated references to us as 'gringos'. In summation, while I acknowledge the necessity of adhering to hotel policies regarding guest registration, the crux of our dissatisfaction lies in the handling of the situation. A security manager should possess the requisite skills to navigate such scenarios with tact and decorum, defusing tensions rather than resorting to intimidation or threats of violence. Furthermore, one would reasonably expect any individual in such a position to exhibit professionalism and refrain from making baseless assertions such as the impugning of a guest's character. Regrettably, we have reached the decision to discontinue our patronage of this specific hotel and seek accommodations elsewhere for our future sojourns in Sao Paulo. However, we eagerly anticipate the opportunity to patronize other establishments within the same hotel group in our forthcoming travels.

Dear Oliver, Thank you for taking the time to tell us about your experience. Behalf the Grand Mercure team I would like to apologize that you and your colleagues have felt disrespected and menaced, besides the procedure was correct I understand that the approach did not happen in a serene way. This documentation request focus on the security of our guests and legal regulamentation, so as unfortunately some guests avoid this register we always seek to have this procedure done for all. This incident was already reported to me by the visitor that you had and after that I had some meetings with our security and night team. I hope this incident does not change the vision of our services. Sincerely, Erick Franco Customer Experience Manager Pullman & Grand Mercure SP Vila Olímpia

Overall great experience. Wonderful location, excellent customer service and good breakfast

Customer review rating 4.5/5

Hugo V. Business - Confirmed reviews ALL

The Grand Mercure hotel Vila Olimpia was a great discovery. The hotel is very close to a nice shopping mall, in a centric location. The service since I got the hotel was outstanding. Fabio the bellboy greeted me with a big smile and the during the check in Caio was friendly and patient. The room was nice, although I was assigned a connecting room and I could hear my neighbor' coughing and laughing. The bathroom is a bit small but nothing I couldn't handle. The room service team was efficient and super friendly. Also to highlight the restaurant personnel were amazing. Luiz and Davi from the evening shift and Maiara (she is such a star) and Elaine were memorable. In conclusion the main asset of the hotel is its people...they know how to make a difference.

Dear Hugo, Grand Mercure is thankful for your comments. Our team is happy to know, that you had a pleasant stay with us especially Fabio, Caio, Maiara, Luis, Davi e Elaine. This kind of feedback is what make us feel ready for work everyday. We thank you a lot! We are looking forward to welcome you back soon. Erick Franco Customer Experience Manager Grand Mercure SP Vila Olímpia #HospedarComBrasilidade #GrandMercureVilaOlimpia

Great location, good breakfast and outstanding service

TripAdvisor rating 5.0/5

HHV H TripAdvisor review

The overall experience was really good. I was welcomed by Fabio ( bellboy) and Caio ( reception). They both were kind, friendly and very professional, that was a great start. Breakfast at the Cipo restaurant is really good, plenty of options and great quality. The service at the restaurant is outstanding, to highlight Maiara, Elaine in the morning shift and Luiz and Davi in the evening, they all embody what customer service and hospitality is about: caring, professional, kind and efficient). The rooms are comfortable, although I was assigned a connected room and I could listen to my neighbor laughing and coughing. The blackout was great and the bathroom a bit small. Overall I think this is a great hotel, in a fantastic location ( 5 min walk from a nice shopping mall) and an outstanding service!

Hello HHVH451, What a joy to have a feedback like yours! I am so glad to read your words, here at the Grand Mercure we believe that customer service is the key element for a Hotel and I will transmit your message to all of the team especially for those who were in contact with you. About the connecting room, let us know when you come back in order to update your profile (unfortunately i cant find your data through the tripadvisor username) Hope to have you again with us and all of our team will be at your disposoal. Kind Regards, Erick Franco Gerente de Customer Experience

Good stay

Customer review rating 5.0/5

Lindy S. Business - Confirmed reviews ALL

Great location, hotel has good staff!

Dear Trip Lindy, Grand Mercure is thankful for your comments. Our team is happy to know, that you had a pleasant stay with us! We are looking forward to welcome you back soon. Erick Franco Customer Experience Manager Grand Mercure SP Vila Olímpia #HospedarComBrasilidade #GrandMercureVilaOlimpia

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