ibis Sao Paulo Paulista — Hotel in Região Imediata de São Paulo

I have stayed at this hotel many times over the years, as I regularly travel for work to the office located just across the street. On Wednesday, May 28, I arrived at the hotel at 1:30 a.m., where I was told that my reservation was confirmed under my name, and that all three nights had already been paid. However, they insisted I present the credit card used for the booking, since it was not under my name.

This had never been requested before. My colleagues from the local office always make the reservation and pay using the company credit card, and I have never had any issues.

Despite this, I was not allowed to access my room. I tried calling my colleagues, but due to the time, everyone was asleep, and I was left alone at the hotel at that hour. I offered to check in anyway, explaining that everything was already fully paid, and promised to present the credit card first thing in the morning. They refused.

I was forced to pay for that night with my own money, and the hotel refunded the original three-night payment to the company. I was informed that this reimbursement would take 30 days to be processed.

This was completely unfair. The hotel had already accepted payment, and the worst part is that I was alone, in a foreign country, in the middle of the night, and yet they denied me access to a fully paid room. The treatment I received was distressing and unacceptable.

Staff claimed that presenting the credit card is always required — but this is simply not true. I, and many of my colleagues, have stayed at this hotel under the same arrangement countless times, and we have never been asked for any documentation beyond an ID.

We will not be staying at this...

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