Tivoli Mofarrej São Paulo

A cama era muito boa!

Meu secador estava sem funcionar e a tomada do banheiro também não funcionava.

I have stayed more than 15 times at the Tivoli and I used to like this hotel. However I have noticed a constant increase of the rates, at the same time a constant decrease of the quality delivered. In particular during my two stays in March and April, I was very much disappointed. Before my arrival I sent an email with some requests for support (transfers, restaurant reservations), giving all details about my stay. Instead of a nice „welcome back“ I received many questions, so I lost a lot of time with back and forth messages. Some of my requests were done wrongly, so I had to ask to correct, for some requests I did not get any feedback. When I asked to get an email of a manager, i again received more questions instead of the requested contact. I did not get any feedback for several days, I had to insist several times and I never get an excuse from the staff. A bad start… On my second stay I also faced several issues. The check in clerk was friendly, but did treat me like a first time guest. He also did not notice that as a sterling member of the leading hotels of the world I would get benefits and preferential treatment. Also in the room the welcome message was very impersonal without any reference being a repeat guest. The experience at breakfast was extremely disappointing. Instead of a warm welcome, the only thing I was asked was my room number. The table allocated was dirty. The waiter was very rude, when I asked for something he immediately replied no without any manners. Also all staff members were just standing around and talking to each other instead of looking after the guests. This was one of the worst service experiences I have ever seen. The lack of English is no issue for me, but the lack of friendliness and service is unacceptable. Especially in Brasil, where people are so friendly and nice. When I went to the Front Desk and asked to speak to a Manager, the clerk said there is no Manager available until 11.00(it was 08.00). She did not try to find a Solution for me and i had to insist. When I finally managed to talk to someone from the management. The only thing they said is sorry. They promised me to get a message from the general manager, but now after one week I did not get any message. All these points do not reflect a five star hotel nor a leading hotel. It is a pity as the hotel has some positive aspects (location next to museums etc, some nice staff members, in particular the concierge and bell men. In particular I would like to mention Wellington, he is outstanding, always remembers guests and greatly supports any requests). However, in the last few years many new hotels have opened which are at the same price level but completely different level of luxury and service (Fasano, Rosewood etc.), so in the future I will definitely stay somewhere else.

Cama confortável

Manutenção não funcionou

A cama é o chuveiro

Não tive respaldo da gerência e nenhuma comunicação mesmo enviando email. Sofri tentativa de roubo de cartão por um taxista que estava autorizado a aguardar cliente dentro do estacionamento privado do hotel e nada foi esclarecido, mesmo eu fazendo boletim de ocorrência e falando com o chefe da segurança. As mulheres estão muito desprotegidas em qualquer lugar.

Excellent breakfast, location, a very traditional place in SP

Noisy air conditioning in my room, crowded lifts