Renaissance Sao Paulo Hotel — Hotel in Região Imediata de São Paulo

2 stars only because the breakfast staff is amazing – otherwise a total disaster

I honestly have no idea how Renaissance São Paulo is still considered a 5-star hotel. The service was absolutely unacceptable from the moment I checked in until the minute I left — and I wasn’t the only one. My entire crew experienced various issues during our stay.

Let’s start with check-in: I specifically asked to have breakfast added to my bill, as my company covers it. I was told they would either add it or try to offer it for free since I was staying 7 days. Neither happened. Instead, they made me sign for breakfast every single morning as if I were paying out of pocket. Completely disorganized.

Also during check-in, I declined help with my luggage because I needed a quick shower and rest after a 15-hour flight. Despite saying no, they insisted it would be fast. I waited 30 minutes in my room before I gave up and picked up my own luggage — which was just sitting where I left it.

The room itself was not impressive. No liquid soap in the shower, the clock was incorrect, and no water was left after the room was cleaned the next day. Basics you’d expect from a 3-star, let alone 5-star, were missing.

Then there’s the laundry – a total nightmare. I sent items to be ironed and they came back looking like they had been soaked in a sink and wrung out by hand. One dress had to be returned three times and it was still wrinkled. My expensive blouse was completely ruined — it came back looking like an old blanket. They told me they wouldn’t charge me (as if that makes it okay), but at this point, nothing would surprise me. Their internal communication is just as bad — I waited 30 minutes for someone to simply contact the laundry team.

And just when I thought the drama was over, I had already checked out and paid everything with my company’s credit card. I went to have breakfast to enjoy my last few minutes in peace before my flight, and they came to charge me again. I showed the receipt, confirmed with the receptionist that all was paid — and still they came back saying it wasn’t okay anymore. They brought over the “chief receptionist” Camila, who offered to open a new bill for me to pay again with the company card. At that point, I already had the receipt, and it would’ve shown two separate transactions. I was also running late for my flight! This is something that simply should not happen.

My captain also had trouble with check-out and constant noise in his room. The soundproofing is terrible — you can hear everything going on around you.

The only reason I’m giving 2 stars is because the breakfast was truly excellent and the breakfast staff were outstanding — warm, professional, and efficient. The facilities look nice, but what’s the point if the service is a constant headache?

If you’re coming to São Paulo and want a smooth, relaxing experience, please pick another hotel. This one just isn’t worth the stress.

I’m adding an update now. They added the wrong amount of nights on my membership also and for the whole team. Instead of 6 nights they added only 2. After complaining in the app they changed for the whole team immediately, except for me. The...

I honestly have no idea how Renaissance São Paulo is still considered a 5-star hotel. The service was absolutely unacceptable from the moment I checked in until the minute I left — and I wasn’t the only one. My entire crew experienced various issues during our stay.||||Let’s start with check-in: I specifically asked to have breakfast added to my bill, as my company covers it. I was told they would either add it or try to offer it for free since I was staying 7 days. Neither happened. Instead, they made me sign for breakfast every single morning as if I were paying out of pocket. Completely disorganized.||||Also during check-in, I declined help with my luggage because I needed a quick shower and rest after a 15-hour flight. Despite saying no, they insisted it would be fast. I waited 30 minutes in my room before I gave up and picked up my own luggage — which was just sitting where I left it.||||The room itself was not impressive. No liquid soap in the shower, the clock was incorrect, and no water was left after the room was cleaned the next day. Basics you’d expect from a 3-star, let alone 5-star, were missing.||||Then there’s the laundry – a total nightmare. I sent items to be ironed and they came back looking like they had been soaked in a sink and wrung out by hand. One dress had to be returned three times and it was still wrinkled. My expensive blouse was completely ruined — it came back looking like an old blanket. They told me they wouldn’t charge me (as if that makes it okay), but at this point, nothing would surprise me. Their internal communication is just as bad — I waited 30 minutes for someone to simply contact the laundry team.||||And just when I thought the drama was over, I had already checked out and paid everything with my company’s credit card. I went to have breakfast to enjoy my last few minutes in peace before my flight, and they came to charge me again. I showed the receipt, confirmed with the receptionist that all was paid — and still they came back saying it wasn’t okay anymore. They brought over the “chief receptionist” Camila, who offered to open a new bill for me to pay again with the company card. At that point, I already had the receipt, and it would’ve shown two separate transactions. I was also running late for my flight! This is something that simply should not happen.||||My captain also had trouble with check-out and constant noise in his room. The soundproofing is terrible — you can hear everything going on around you.||||The only reason I’m giving 2 stars is because the breakfast was truly excellent and the breakfast staff were outstanding — warm, professional, and efficient. The facilities look nice, but what’s the point if the service is a constant headache?||||If you’re coming to São Paulo and want a smooth, relaxing experience, please pick another hotel. This one just isn’t...

I recently had a great two-night stay at the Renaissance SP. I stayed at three Bonvoy hotels in Brazil on this trip, and the Renaissance was my favorite on all dimensions.||I was originally planning on staying at the new W hotel, but I had a bad experience at check-in and decided to cut and run. I'm so glad I did. The Renaissance is in a vibrant neighborhood, and has a great lobby bar that brought energy to the hotel. The W's lobby and bar were both empty. I also felt comfortable walking in the neighborhood around the Renaissance. Based on the uber ride, the W seemed in a more "financial district" type neighborhood that was desolate at night. ||I found the Renaissance rooms to be nice and well-maintained. I didn't find it to be dated like some other reviews said, but perhaps not all rooms are renovated. ||The Executive lounge was great. Drinks were available all day, and there was staff in the lounge who could grab you a coconut or sparkling water from the back. The happy hour was also well stocked, so you could make it your dinner if you were inclined. If you were looking for a workspace, the lounge would be a great place.||I had breakfast in the lobby restaurant and found it to have plenty of options. One thing that I noted was that egg/omelette orders were taken by your server at your table. Perhaps I noticed this because the JW Marriott in Rio required you to walk up and give your egg order to the cook -- I definitely preferred table service. Breakfast also had acai smoothies, which was a good local touch. Only issue I had with breakfast was that the restaurant was freezing cold. ||The gym was fantastic. Probably one of the best hotel gyms I've been to. I didn't use the pool or the spa.||The level of service at the hotel stood out. There was always staff in the lobby and in front of the hotel to help, as well as security. There was also hotel staff in the lounge. ||One minor issue I had was at check-in. I checked in at 11pm and originally had a one-night booking, and surprisingly wasn't given an upgrade. The check-in person also said that breakfast for Platinum members would be in the lounge, but as a courtesy, she would give me free breakfast in the hotel restaurant because it was my first time at the hotel.||The next morning when I decided to extend my stay, I was offered a move to a larger upgraded room. I was also told that breakfast was available in the lounge or restaurant at my choice, and that was a standard benefit, not a courtesy. I'm not sure why the initial check-in person lied about breakfast and withheld the upgrade. ||Finally I just want to note that the hotel gives you water cans, instead of water bottles. I'm a big fan of sustainability and appauld that the hotel is trying to minimize single...