Mercure Santos Hotel

Very well located hotel, but very poor service, I stayed 3 nights and they didn't even change the towels in the room.

Flat not cleaned, they didn't even collect the trash, the reception was rude, because it was Airbnb they said we didn't even have the right to a microwave, checkout was slow, the room had holes in the ceiling

First, let's start with the good things: the location and the goodwill of the staff. The hotel is very well located, on channel 3 and has a sea view. The employee Lorraine worked hard to make our stay the best it could be, but even with all that effort, I can say that I won't be back. Second, what needs improvement: the Summit was previously the Mercury Hotel and now, in addition to being a hotel, there are people living there, people renting their rooms and Airbnbs, which makes everything very confusing, due to the people coming and going. The breakfast is very poor, despite being complete with fruits, juices, cold cuts and breads - which were hard, as they must have been 2 or 3 days old. The room is an excellent size and even has a small bathroom, but it looks very old, the cable TV only worked in the living room and the magnetic card to enter the room sometimes became demagnetized and you had to go to the reception to fix it. There are 2 elevators that shake a lot and in one of them there is an extremely rude elevator operator, you talk to him and he doesn't answer, and we act like clowns. We got in the elevator and asked to go to the top floor, he told us he would take us to the basement so he would get out and we would go up, but instead, we went to the 8th floor, then to the ground floor, then to the 7th, then we managed to go to the basement, where he got out and then we were able to go to the top floor. When we arrived, our room was supposed to be 2103, but since the sofa bed was broken, they decided to move us to another room, after more than an hour of waiting for the room to be freed up, and they left a stained/dirty towel in the room. In short, if you like staying in hotels, which are just hotels and everything works the way it should, this is not the place for you.

The hotel has no reception, they were under renovation and did not serve us properly. The receptionists were poorly dressed, one of them had disheveled hair. They were not in uniform and were unprepared. The room was not decorated, the sofa was impossible to sit on, the chairs on the balcony were broken, the breakfast was terrible, the price was high, the floor in the room was dirty and the shower was even worse.

Hotel precisando de reforma e uplift - pintura e troca de gesso no teto. Os elevadores sempre em manutenção, dificultavam o acesso ao quarto. Café da manhã bom e pessoal muito atencioso. O valet deixou arranhar o carro, que vai nos custar caro!

O hotel é bom mas é bem desorganizado, os funcionários fazem o que podem mas precisa de muita manutenção. Os quartos embora sejam todos do mesmo tamanho variam quanto a decoração e itens disponíveis, café da manhã ótimo, piscina pequena e vista incrível. O ponto negativo mais grave para minha família foi a desorganização quanto à gestão das reservas, pagamos o valor das estadias meses antes da hospedagem, por ser no período do reveillon, na chegada a recepção não informou que a reserva não havia sido paga, minha irmã tinha cópia dos comprovantes e nos deixaram subir. No checkout a mesma situação constrangedora aconteceu, a recepcionista não encontrou o pagamento da reserva e disse que o hotel não estava disponível na plataforma que usamos para reservar. Deu tudo certo no final, mas ninguém gosta de passar por esse tipo de constrangimento.