Mercure Santos Hotel 4 stars

TripAdvisor rating 4.0/5 1,084 reviews
Mercure Santos Hotel
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This hotel is PLANET 21 Gold

This hotel participates to Planet 21 and is acting in favour of Positive Hospitality.

Services in the hotel and nearby

Check-in from 14h00

Check out up to 12h00

Paying

Services and practical information
  • Online check-in
  • WIFI/Internet Access
  • Parking
  • Reduced mobility rooms
  • 100% non-smoking hotel
  • Air conditioning
  • Early check-in/Late check-outPaying
Leisure and activities
  • Swimming pool
  • Fitness centre
  • Sauna
Catering
  • Breakfast
  • 1 restaurant(s)
  • 1 bar(s)
  • Room service
Business services
  • 7 meeting room(s)

Hotel location

Mercure Santos Hotel

Av Washington Luiz 565
Boqueirao
11055-001
santos
brazil

Tel: +551330361013

Fax: (+55)13/30361014

Contact email

Check-in from 14h00

Check out up to 12h00

  • By plane

    CONGONHAS AIRPORT At 71.1km / 44.18 miles

  • By plane

    GUARULHOS At 93.4km / 58.04 miles

  • By train

    SANTOS A JUNDIAI At 135km / 83.89 miles

GPS :-23.970123, -46.329143

Our accommodations

Junior Suite with a double bed, sofas beds and a balcony. Partial ocean views

  • Max. number of persons: 4
  • Area: From 50
  • Wireless internet in your room
  • Satellite/cable colour TV

Luxury Suite with a double bed, twin beds, sofa bed and a balcony. Unique ocean views

  • Max. number of persons: 6
  • Area: From 94
  • Wireless internet in your room
  • Satellite/cable colour TV

Standard room with double bed, sofa bed, balcony and partial ocean views

  • Max. number of persons: 3
  • Area: From 47
  • Wireless internet in your room
  • Satellite/cable colour TV

Standard Room with a double bed and sofa bed

  • Max. number of persons: 3
  • Area: From 47

Superior room with double bed, sofa bed, balcony and excellent ocean views

  • Max. number of persons: 3
  • Area: From 47
  • Wireless internet in your room
  • Satellite/cable colour TV

Superior Room with twin beds, sofa bed, balcony and excellent ocean views

  • Max. number of persons: 3
  • Area: From 47
  • Wireless internet in your room
  • Satellite/cable colour TV

Superior Room with 1 double bed, twin beds, sofa bed, balcony and partial ocean views

  • Max. number of persons: 6
  • Area: From 63
  • Wireless internet in your room
  • Satellite/cable colour TV

Our restaurants and bars

Lunch

12:00 - 15:00

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Dinner

19:00 - 23:00

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

DA FRANCO

Photo non contractuelle / Strictly non binding

Lunch

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Dinner

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Your meetings and events

Our meeting rooms

  • Number of meeting rooms: 7

  • Maximum size: 213

  • Maximum capacity: 307 people

  • Maximum banquet capacity: 110 people

Find out more

Our guest reviews for
Mercure Santos Hotel

100% genuine reviews from our guests

Find out more

AccorHotels Rating 4.2/5

6,919 reviews

tripadvisor

TripAdvisor Rating 4.0/5

1,084 reviews

Terrible customer services experience

Customer review rating 4.2/5

Carlap Families - 09/10/2019 AccorHotels review

Kingdom 4051 Terrible customer services experience Review of Mercure Santos Pending review I booked 2 rooms for 1 night at Mercure Santos. Upon arriving at the hotel for check-in, we were informed that the amount due for both rooms was well above what I had got when booking through their website. They had no record on their system of my booking using 4000 points, which would reduce the total cost of my booking by EUR 80. At one point, I was so frustrated that I told the guy at reception that I did not have to prove anything about my booking as they should have all the details on their system. The problem was finally resolved when a lady named Erika from reservations was called in to assist. She immediately checked our booking on their system and confirmed that we indeed had booked using 4000 points. After almost an hour of back and forth discussions, we were able to pay the amount I told them my booking was and got the keys to our rooms. I was traveling with my family, including my mum that has Parkinson's disease and my 8 months nephew, and I had to almost beg them to give me at least one room so my family could rest until I could sort out our booking with reception. Appalling customer services! We got 2 junior suites which are quite spacious and nice. The only problem we had was that the floor was quite dirty. After walking barefoot in our room for about half hour, our feet was quite dirty. The next morning, when we went to the rooftop restaurant for breakfast, they had only 2 people down for my room so I had to show proof that I had paid for breakfast for all 3 adults staying in my room. Given the fact that this is a Mercure hotel, I was expecting a much better reception and service. Overall, it was simply disappointing and does not compare to other Mercure hotels I've stayed in before.

Terrible customer services experience

TripAdvisor rating 4.0/5

cafeweb Family - 09/10/2019 TripAdvisor review

I booked 2 rooms for 1 night at Mercure Santos. Upon arriving at the hotel for check-in, we were informed that the amount due for both rooms was well above what I had got when booking through their website. They had no record on their system of my booking using 4000 points, which would reduce the total cost of my booking by EUR 80. At one point, I was so frustrated that I told the guy at reception that I did not have to prove anything about my booking as they should have all the details on their system. The problem was finally resolved when a lady named Erika from reservations was called in to assist. She immediately checked our booking on their system and confirmed that we indeed had booked using 4000 points. After almost an hour of back and forth discussions, we were able to pay the amount I told them my booking was and got the keys to our rooms. I was traveling with my family, including my mum that has Parkinson's disease and my 8 months nephew, and I had to almost beg them to give me at least one room so my family could rest until I could sort out our booking with reception. Appalling customer services! We got 2 junior suites which are quite spacious and nice. The only problem we had was that the floor was quite dirty. After walking barefoot in our room for about half hour, our feet was quite dirty. The next morning, when we went to the rooftop restaurant for breakfast, they had only 2 people down for my room so I had to show proof that I had paid for breakfast for all 3 adults staying in my room. Given the fact that this is a Mercure hotel, I was expecting a much better reception and service. Overall, it was simply disappointing and does not compare to other Mercure hotels I've stayed in before.

Noise at floor 10.

Customer review rating 4.2/5

Jose F. R. Couples - 17/09/2019 AccorHotels review

Very noise from machine house in 10 floor Service room was insufficient. Didn’t let soap and shampoo.

Dear Mr R., Thank you for taking the time to tell us about your experience at the Mercure Santos Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns about the noise and service, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Amarildo Burian General Manager

Not what I expected

Customer review rating 4.2/5

Herick Couples - 16/09/2019 AccorHotels review

I didn’t felt like I thought it supposed to. The breakfast was messy, with a lot of things missing. The service in reception was really slow and the card to open the apartment door didn’t work in the first try and apparently was my fault according to the receptionist.

Dear Herick Santoro H., Thank you for taking the time to tell us about your experience at the Mercure Santos Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns about the restaurant, slow at front desk and the room card, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Amarildo Burian General Manager
Customer review rating 4.2/5

Ale Couples - 10/09/2019 AccorHotels review

Amazing hotel. Kind staff.

Dear Mr D., Thanks for taking the time to share your feedback. Although we would like your experience to have been better, with feedbacks like this we can learn and improve the quality of our service. We work hard to provide an exceptional experience for our guests and we are grateful that you have mentioned our customer service. We are doing a verification about the information in the web site and we hope to welcome you again and that we can fully meet your expectations. Thank you for your kind feedback, and we hope to see you again soon for another magnifique journey with us. Best Regards, Amarildo Burian General Manager

Good Location but hotel need to be improved

Customer review rating 4.2/5

Marcelo Families - 10/09/2019 AccorHotels review

Hotel is good located, but on saturday night we had to take shower with a Cold water, because water is not being warming, There a few elevators, you need to wait a lot to move the floor, sometimes you need to wait 10 minutes or more.

Dear M., Thank you for choosing us. We would like to apologize on behalf of the unit about the lack of hot water during your stay. We had a hydraulic problem, which caused the suspension in the supply for a few hours, we are always working to ensure that situations like this do not recur and that we deserve your trust in your next accommodation in our unit. We are available for any clarification and once again thank you also for sending your comments. Regards Sincerely, Amarildo Burian General Manager

Good experience

Customer review rating 4.2/5

Ricardo Business - 06/09/2019 AccorHotels review

was great, not perfect because the pool was closed

Dear Ricardo R., Thanks for taking the time to share your feedback. Although we would like your experience to have been better, with feedbacks like this we can learn and improve the quality of our service. We work hard to provide an exceptional experience for our guests and we hope to be able to welcome you again and regain the trust you have placed in our unit. Best regards Sincerely, Amarildo Burian General Manager

Great

Customer review rating 4.2/5

Rosh Business - 06/09/2019 AccorHotels review

Staff was excellent

Dear Rochelle Gillian R., Thank you for choosing the Mercure Santos for your stay in the city. We are happy to share such pleasant moments. We look forward to a new opportunity to welcome you again. Regards, Amarildo Burian General Manager

Good

Customer review rating 4.2/5

João A. Families - 02/09/2019 AccorHotels review

Some important and decisive hotel choice information was not provided during the booking process! Examples: pool was out of use under renovation and extra pet fee ( expensive!) not reported.

Dear Joao Flavio Ramos A., Thank you for taking the time to tell us about your experience at the Mercure Santos Hotel. I am sorry that your experience did not meet your expectations, please allow me to express my sincerest apologies. At Mercure, we strive to provide a superior service experience for every customer, therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Amarildo Burian General Manager

Good hotel in a great location

Customer review rating 4.2/5

Iain Friends - 02/09/2019 AccorHotels review

Very enjoyable and the customer service was excellent

Dear A., We very much appreciate your comments regarding your stay at the Mercure Santos Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Amarildo Burian General Manager

it was good

Customer review rating 4.2/5

Giovanni M. A. Business - 01/09/2019 AccorHotels review

average stay but the staff was really welcoming

Dear Mrs A., Thank you for choosing the Mercure Santos for your stay in the city. We are happy to share such pleasant moments with hour support. We look forward to a new opportunity to welcome you again. Sincerely, Amarildo Burian General Manager

Good hotel in a fine location

TripAdvisor rating 4.0/5

Traveler07702554519 Friends getaway - 29/08/2019 TripAdvisor review

I stayed here last year and returned, so that speaks volumes. The hotel is good and the staff are so friendly and helpful. Most speak English too, which helped. The pool was still closed even though they had stated that is should have been completed by my stay. I also feel that the bar (hardly ever open and not a welcoming space) lets this hotel down badly. The main reason for my 4 star rating instead of 5 star. Still, don’t let that put you off, I would certainly stay again if I am in Santos.

Dear Guest, Thanks for taking the time to share your feedback. Although we would like your experience to have been better, with feedbacks like this we can learn and improve the quality of our service. We work hard to provide an exceptional experience for our guests and we are grateful that you have mentioned our customer service. We will be attentive to the service of the bar We take advantage of winter to improve the structure of our pool and we hope to have the opportunity to receive you again when everything is finished. Best Regards, Marcelina Gomes Front Desk Manager

A honest stay.

Customer review rating 4.2/5

Alex P. Couples - 28/08/2019 AccorHotels review

That was a relatively good stay despite a huge number of furryfest convention members present in the hotel that weekend. The differential was the manager Marcelina assistance. Their expertise and sensibility made all difference for me, my wife and certainly for many other guests.

Dear Mr P., Thanks for taking the time to share your feedback. Although we would like your experience to have been better, with feedbacks like this we can learn and improve the quality of our service. We work hard to provide an exceptional experience for our guests and we are grateful that you have mentioned Marcelina's name. She is a great professional. We will share your comments with her, she will be very happy, I am sure. Thank you for recognizing her :-) Thank you again for sharing your experience, and we hope your next visit will be as pleasant betther than this one. Sincerely, Amarildo Burian General Manager

Bad service

Customer review rating 4.2/5

Juan M. M. Friends - 28/08/2019 AccorHotels review

I asked for new sheets and towels at 10AM had to wait 3 hours for the new towels and then you only replaced 2 towels, we were 3 persons in our room. The new sheets never came.... We had to go up 14 floors on foot by the stairs to get to our friends' room in floor 18 because your elevator only works for the same floor my room was. This is very inconvenient.......... Bed room Air conditioner was very very noisy and the room was very dark because the lights are not powerful enough. Reception doesn't speaks english or spanish very well. These are honestly too many problems for a simple stay and we will be looking at the competition for our stay in Santos next year.

Dear Juan Manuel M., We would like to thank you for choosing Mercure Santos for your stay and also for answering our quality evaluation research, extremely important to our continuous improvement of quality of services. I am sorry that your experience did not meet your expectations, please allow me to express my sincerest apologies. We appreciate your sharing your concerns on our structure and services. , and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Amarildo Burian General Manager

Very comfortable.

Customer review rating 4.2/5

Nadja K. B. P. L. Families - 23/08/2019 AccorHotels review

Great. Good service, fast, friendly staff, comfortable rooms. Too bad the view from the pool area was not accessible.

Dear Mrs Paes L., Thanks for taking the time to share your feedback. Although we would like your experience to have been better, with feedbacks like this we can learn and improve the quality of our service. We work hard to provide an exceptional experience for our guests and we are grateful that you have mentioned our customer service and rooms. We take advantage of winter to improve the structure of our pool. We look forward to a new opportunity to welcome you again. Best Regards, Amarildo Burian General Manager

Very good

Customer review rating 4.2/5

Michelle G. G. Families - 16/07/2019 AccorHotels review

The experience was great. I advised that was my dad's birthday and they left some candies in his room. Location is great. Bedrooms are different from the photo.

Dear Michelle, We very much appreciate your comments regarding your stay at the Mercure Santos Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Amarildo Burian General Manager

One day @ Santos

TripAdvisor rating 4.0/5

I7098UTfabiom Family - 14/07/2019 TripAdvisor review

A good place to stay at Santos for pleasure or for business. Hotel is nice for short trips with many walk distance restaurant options. Also, a good place to stay if you want to walk or bike on the beach avenue.

Dear I7098UTfabiom We’d like to thank you for share your experience at Mercure Santos with us. In Mercure Santos we’re always working in order to provide a good service to our guests so your feed back is very important and will encourage us to keep on providing a good quality of services. We thank you once and we hope that in the next time you have a so good experience like this. Best Regards Marcelina Gomes Events and Front Desk Manager

Regular

Customer review rating 4.2/5

Pablo A. Business - 17/06/2019 AccorHotels review

it does not feet with my AccorHotels standars.

Dear Avendano R., Thanks for taking the time to share your feedback. Although we would like your experience to have been better, with feedbacks like this we can learn and improve the quality of our service. If there is something we can do for all your excellent stays, be sure to tell us. It will be of great help to us. Sincerely, Amarildo Burian General Manager

OK

Customer review rating 4.2/5

Alex P. Business - 14/06/2019 AccorHotels review

I have stayed in this hotel many times and felt like the rooms are deteriorating fast. My colleague had to change room because of mold smell and in my room you could felt some minor smell

Dear Ludwig P., Thank you for taking the time to tell us about your experience at the Mercure Santos Hotel. I am sorry that your experience did not meet your expectations, please allow me to express my sincerest apologies.. At Mercure, we strive to provide a superior service experience for every customer, therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. Sincerely, Amarildo Burian General Manager

Santos total

Customer review rating 4.2/5

Carlos L. Families - 12/06/2019 AccorHotels review

I really liked to stay in Mercure Santos hotel last week for three nights. Everything was perfect, the room, breakfast, location and the view. The sea and city was open for us from our room.

Dear Carlos Eugenio L., Thank you for choosing the Mercure Santos for your stay in the city. We are happy to share such pleasant moments. We look forward to a new opportunity to welcome you again. Regards Sincerely, Amarildo Burian General Manager
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