Urban Lounge & work — Local services in Região Imediata de São Paulo

BEWARE! We got to the airport almost 10 hours before our flight and didn’t pay attention that the American Airlines lounge would be open only late afternoon. Our daughter is very sensitive to loud noises and lots of people, so we knew we needed a place with some peace and quiet. This place was the only one available out of the security area and sounded good. It was almost R$700 real for 6 hours so not cheap, but since it was private we were ok with the price. Room had a couch and chair, tv and mini fridge with coke and water. Snacks were salt and water cracker and sweet little packaged cakes. Nothing fancy and they could do better, but we weren’t there for the food. Now, BEWARE that their private room has a camera. I only noticed it towards the end of the stay when I laid on the couch and looked up and saw the camera. I’ll be honest that it made me very upset. We weren’t there to do anything bad or break the place, but you are paying for a private room and I would expect to have a private room. I wanted to get my child changed and had plans to change my outfit before going to catch our flight and seeing that camera there really didn’t feel like a private area and made me upset. I’m not paying to be watched on a camera even less, in my underwear. That’s ridiculous. Not sure about why they have the camera there, but please make sure to let your customers know about that before you sell the service. Again, you are selling a private area and there is nothing about private when you do that. Other than that, the quiet area...

READ BEFORE BOOKING - THIS LOUNGE DOES FALSE ADVERTISING

My mother and I paid 275 reales for 3 hours. The lounge doesn’t send a confirmation email with instructions to get there.

In the Guarulhos webpage, they say it’s “ideal for people who want to rest during a long connection without leaving terminal 2”. Turns out - they are in the common area, in the pre-boarding, so people who have a connection can’t use the lounge. THE LOUNGE IS NOT IN THE BOARDING AREA. You’d have to leave and re-do the check in. If your boarding pass is the same for flights 1 and 2, you can’t re-use them, so you can’t use the lounge.

The website says they include snacks and drinks. reading the reviews we discovered this is false. They only offer crackers and sodas. Other than that, even coffee, you have to pay.

WhatsApp attention is absolutely unuseful, and they don’t pick up the phone. Didn’t answer not ONE of my questions properly, took ages to answer, and by the time they actually answered, the first hour of our reservation had already passed.

Their lack of information and attention prevented us to use the service we booked. At the moment they’re still not answering. We had to pay airport WiFi to be able to work.

I’ll put a formal claim to get our money back. These people shouldn’t even have the right to manage a lounge in...

This place lacks costumer service! The website shows errors and misleading information! When trying to book ahead of time or read the fine prints so you don’t get scammed! The WhatsApp number is wrong or who knows how to get help at all. As a member of Priority Pass for years, I don’t recommend this lounge at all! Btw, the front desk gals, are Not trained in politeness and knowledge, since they are Not aware of their company’s policies! Btw they with attitude as if they are doing you a favor. After I told them I was confused by their answers, they just didn’t reply. You ask for the manager and he/she is never in! The phone number listed on their website rings and no one answers, and I tried a few times but nothing. To be blunt, the gals on the front desk are Not trained enough in Customer Services and manners at all, plus they just gossip All the time, it is a bit frustrating if you trying to get a little help or an answer to your question. They rather answer their own personal text messages on their personal phones than pay attention to the customers! Well, you can find other lounges at this airport that offer more for your money!

Btw, snacks sucks!!! Cleaning...