Etoile Hotels - George V - Itaim Bibi — Hotel in Região Imediata de São Paulo

My stay at George V Itaim Bibi was, as expected, excellent. The service was impeccable, with an extremely friendly and attentive staff, always ready to meet all my requests. The concierge was efficient, receiving and delivering requests directly to the apartment in a polite and helpful manner. The environment provided was luxurious and comfortable, without leaving anything to be desired in any way.

However, my experience was severely hampered by the poor management and irresponsible attitudes of Roomo, the company responsible for managing the apartment. During my stay, Roomo demonstrated a total lack of professionalism, especially regarding the cleaning of the apartment. Even though I had paid for a renovation service that included cleaning, the company failed to deliver on what was promised. I was forced to hire an external cleaning service to make up for this shortcoming.

In addition, Roomo lied about the payment for the renewal of the stay, falsely claiming that the payment had been canceled, even though I had paid in full. When I contacted their payment department, I was informed that they were, in fact, lying, which demonstrated bad faith. They tried to force me to leave the apartment before the scheduled check-out date, acting in a coercive and disrespectful manner, which I consider completely unacceptable, especially in an environment that aims to offer high-quality services.

Roomo's behavior did not stop there. During my stay, an employee sent by them invaded the apartment while I was in the bathroom, aggressively banging on the door and shouting for me to open it. The situation was extremely uncomfortable and invasive, since I was in a private moment and the employee refused to leave, remaining there until I left. This attitude was completely disrespectful and cannot be justified under any circumstances.

Looking at the service as a whole, one point that I cannot fail to highlight is the number of complaints that Roomo receives, always pointing out the same flaw: customer service. WhatsApp, which should be a fast and efficient tool, is a real headache. The delay in responses is unacceptable, and the lack of professionalism in dealing with guests makes the situation even worse. It is not uncommon for guests to be left waiting for responses, without any kind of urgency or consideration. Roomo definitely needs to review this aspect of its customer service, as the experience is compromised by this serious failure.

I am saddened to see that, despite the exceptional service at George V, the experience was completely compromised by Roomo's negligence and bad faith. The lack of clear communication, the disrespect towards guests and the lies about paying for the extra stay demonstrated a total disregard for the customer experience.

I strongly recommend that, when considering a reservation, you exercise caution when dealing with Roomo. The lack of professionalism and deceitful attitude of this company is unacceptable and completely incompatible with the level of service expected for a luxury stay. George V, for his part, went out of his way to ensure that my stay was as comfortable as possible, despite the problems caused by Roomo's management.

This man in the photo, who presents himself as a Roomo representative, demonstrates behavior that is completely incompatible with what is expected of a professional. The lack of courtesy and respect in customer service In addition to being aggressive and invasive, it is absolutely unacceptable in any accommodation environment. Not presenting yourself properly and invading a guest's private space without justification demonstrates an alarming level of disrespect and lack of professionalism. This type of attitude does not in any way reflect the standard of service that the company...

If you want to stay in the midst of the liveliest upmarket Expats area of Sao Paolo (Itaim Bibi), the Etoile hotel is your choice. It is at the most central and safe location of this neighborhood.||||On the other side, you have to accept that the hotel is quite small (large parts of the big complex have -seldomly present- residnce owners). Hence, you only find one reception staff and 2 very nice) restaurant staff for breakfast.||||Don't be fooled by the presence of pool (outdoor, small, cold), gym (spartan) and sauna (very small, but functional).||||This hotel is a solid choice for the location-cognizant business traveller, who likes a smaller (not romantic) structure, and who does not mind that English is generally not spoken.||||For English spoken or larger (though not better) hotel choose the Melia Hotel next door. ||||Sometimes the hotel advertises as 5-star. This is not obvious. The Sheraton and Hilton are more upmarket and the Hyatt is...

We couldn’t have found a better place to stay in São Paulo, This Apartments In Etoile Itaim Bibi were the best choice for our family. We travel with our two kids and they loved the place. The apartment itself was spacious, with a living room a kitchenette beside, two comfortable rooms, two bathrooms a small corridor with closets and two balconies. People at the front desk were very friendly and kind. This apart hotel has all the facilities, including a fitness area and a swimming pool on the top of the building. The place is surrounded of coffeehouses, restaurants and stores. Very well located and safely that is very important in this big Brazilian city. There is also a service of taxi if you need it, just ask at the front desk. We enjoyed a lot our stay at this place. We recommend it specially...