Asaya Spa by Guerlain — Local services in Região Imediata de São Paulo

I had a deeply disappointing experience at the Rosewood spa. I called in advance to ask if booking the “Couple Reflexology” treatment would give us access to the spa facilities, and I was clearly told yes — for as long as we wanted.

Based on that information, my husband and I made a reservation for our last day in São Paulo. When we arrived at the scheduled time, we were abruptly told that we wouldn’t receive the welcome drink because we were “cutting it close,” even though we were on time.

After the massage, we asked about accessing the spa, and to our surprise, we were told that we weren’t entitled to it because our treatment was under one hour. I explained that we were given different information over the phone and that visiting the spa was the only reason we had come. We also couldn’t book another treatment to qualify for access, as we had dinner reservations at Le Jardin.

The staff checked with their supervisor, who still denied us entry to the spa — with zero flexibility or empathy, despite the situation.

We left feeling misled and dismissed. A frustrating experience that falls far short of what the Rosewood brand claims to represent. I won’t be returning, and I can’t...

Tive uma experiência extremamente decepcionante no spa do Rosewood. Liguei com antecedência para confirmar se, ao reservar a “Couple Reflexology”, teríamos acesso ao spa — e me garantiram que sim, pelo tempo que quiséssemos. Baseados nessa informação, fizemos a reserva para nosso último dia em São Paulo.

Ao chegarmos no horário marcado, fomos informados de forma apressada que não teríamos direito à bebida de boas-vindas (que nem sabíamos que existia) porque chegamos “em cima da hora” (mesmo estando no horário). Após a massagem, perguntamos sobre o uso do spa e, para nossa surpresa, nos disseram que não tínhamos direito porque o tratamento escolhido durava menos de uma hora.

Expliquei que a informação por telefone foi diferente e que o acesso ao spa era justamente o motivo principal da nossa visita. Mesmo assim, a supervisora recusou nossa entrada, sem oferecer qualquer alternativa ou sinal de empatia, apesar de ser nosso último dia na cidade.

Saí com a sensação de ter sido roubado e enganado. Uma experiência frustrante, nada compatível com o padrão que o Rosewood promete, invés de fechar minha viagem com chave de ouro voltei pra casa p*. Não volto e...

You will feel like Royalty in this place! Once I arrived, the staff did everything for me, store my bag (I was on a layover), charge my phone, get a car for me and the spa services were stellar!! I had a great Shiatsu followed by spa access. The detail and luxury of the Rosewood São Paulo is really impressive. I want to come back to São Paulo just...