Posted Nov 15, 2015 on Hotels
I selected this particular hotel partly because of its apparent quality, but mainly because the location was very convenient for some meetings I had in Sao Paulo (i.e., within walking distance). After arriving at the hotel and completing all of the registration procedure, I was informed that they had no room for me -- this despite the fact that I had pre-paid for two nights. They offered to transfer me to their other property (George V Residence), and would pay for the taxi. I argued that they ought to be doing more than just paying for a taxi, and they eventually agreed to move me to the other property, and only charge for one of the two nights.
The other property was about 5 km (2 mi) away, so the whole notion of being within a short walk of my meetings was lost. I ended up having to take several taxis to get to and from my meetings.
When I checked in I mentioned that I was only supposed to pay for one night, and received a cursory nod.
The telephone in the room did not work, and despite informing the front desk, it was not repaired.
I was charged a fee for wifi --- I had to show the front desk staff a copy of my original reservation to get those charges removed.
When I again asked about the second night being free, the receptionist appeared to have lost the ability to speak English (something I will now have to take up directly with hotels.com).
Comment from Hotel Management
May 10, 2016 by Simone Dovalli, Hotel Management
Dear Mr John,
First of all, thank you for choosing George V as your hotel in São Paulo.
Due to an extension of one of our guests, who is still under treatment in a hospital nearby, unfortunately we were not able to hold your reservation at George V Casa Branca. The George V Alto de Pinheiros is a similar property, also with high standards of service. We apologize for moving your reservation and for the inconvenients you encountered during your stay . We will make sure the management is advised to take care of them.
Please let me know about your next reservation. I’ll personally take care of it and make it up to you.