Rated 2 out of 5 by timber29 Expected a lot more from SPG Category 5
+ Front desk staff are all very friendly and helpful.
- Breakfast service staff barely speaks English.
- Went to Club A for dinner. They brought me champaign without promoting. I thought it was free. But I was charged at the end, and they charged me for water.
- My shower door never closed.
- Some days my bathroom would be missing new shampoo, or new lotion, or new loofa...
October 16, 2014
Rated 3 out of 5 by Serge Customer Service
I arrived at approximately 1:30pm after a long journey from Canada. I was told at the counter that check-in was not until 3:00pm and there were no rooms available. I showed the young lady at check-in the confirmation that I had stating that check in was at 12:00pm. She said that was the travel agent's error because check-in was at 3:00pm. I asked if I could wait in your preferred lounge but was told that was not possible. The young lady at the check-in said that I could wait in the lobby, the restaurant or go shopping in the concourse. I said that was not acceptable so at first she offered me a room with a single bed...I had reserved a King bed...so I said I wanted to speak with the Manager. She then quickly found me a room with a Queen bed...not what I reserved but better than waiting in the lobby for an hour and a half. This room doesn't even have a working desk. The little round table is barely large enough for my laptop.
I then went up to my room and found the hotel manager's confirmation e-mail which says that check-in is at 12:00pm. I went downstairs. The young lady was not there so I showed the e-mail to a young man. He stated that the hotel had just this week changed the check-in time to 3:00pm and the confirmation I had received from the manager was sent out before that. That is a blatant lie because this hotel has pulled the same trick on me earlier this year. At least that time, the check-in person had enough customer service training to send me up to the lounge to wait.
So the bottom line is that I have been lied to by the staff. I was also not dealt with in a professional manner and received a room that is substandard to the one I reserved. Funny that they still charged me the rate of the room I was supposed to get.
October 18, 2014
Rated 4 out of 5 by Apopka Family Fun in September
Took the family for a wedding! The rooms were very interesting due to all the individual artists that design them! The family enjoyed the club lounge, but especially we loved going to "Club A". I can't wait to go back to this hotel. It was very nice, the service was great, and the food was very good also.
October 14, 2014
Rated 3 out of 5 by kartick Good but could be better
i stayed in Sheraton from 14th to 19th and from 22nd to 24th Sept 2014. the stay was good and the staff courteous. the design rooms were beautiful and nice.
One thing got me really worried was the bad internet connection. the LAN did not work and the Wi-fi was too slow for doing anything.
(maybe the wi-fi do not use pswd ,hence anyone could log in) . for such a property high speed internet is a must and i struggled having VOIP calls at night. raised it
Food options were limited for vegetarians ,but the chef in C floor took note and prepared food specially for us. thanks a lot to him and Pablo for making our dinner memorable.
Also, the pool is mostly closed in the evening for a swim and events keep happening .
September 26, 2014
Rated 2 out of 5 by westinout The only thing I asked, they forgot and did not pay attention to it...
Definitely Sao Paulo needs another SPG hotel. WTC is a horrible member, but since we have no other option, they offer lousy service and absurd prices !!! They have no care or concern about who you are because, since they are always booked, it doesnt really matter. Today, I was basically kicked out of the hotel even though they had only 50% occupancy (words of the manager). As a platinum member, I ve been to over 40 different hotels around the world. This one is definitely one of the worst in terms of service.
February 3, 2013
Rated 3 out of 5 by Vicborga Good enough
i liked being there, but the restaurant for breakfast and dinner was at the lobby of a Shopping mall, what I didn't like.
On the other hand was hard to sleep with the room fan on, it was very noisy.
September 28, 2014
Rated 2 out of 5 by Deliver No platinum recognition
Checked in after a long flight from the U.S. I was booked in a fairly expensive room. Even though they had (and were selling) many suites, they would not upgrade me. Furthermore, after pretending to look for at least 15 minutes, they assigned me to a room on a lower floor than the room they had for me originally.
The room itself was not well maintained with the shower only delivering lukewarm water and the furniture showing lots of signs of wear. My colleague had the same issues in his room!
I should have known when I looked at the average rating for this "5 star" property and it was 3.7 that this hotel is not up to par.
January 30, 2014
Rated 5 out of 5 by Florian very friendly staff
I encountered extremely friendly staff at all parts of the hotel
September 10, 2012