W São Paulo

I have been a Titanium Elite Member for 4 years and counting. I have stayed at many hotels around the world. I was at the W Santiago where my husband and I were treated like royalty by every single one of the staff members including the Manager. Because of this experience and the great reviews I had read about how wonderful W hotels treat their Titanium Elite members, I decided to spend one night at the W Sao Paulo and experience it. When we checked in, we were told that – while I was entitled to an upgrade to a suite – because the hotel was “soft opening”, there were no suites available. (Note - per the Bonvoy site, there were suites available that night). As compensation, the manager promised to send a bottle of CHAMPAGNE to the room. Instead, he sent a bottle of cheap Cava (market price $9.99) and one piece of stale chocolate cake (for two people). He also promised 1,000 points – which have never been credited to my account. We were told the best time to go to breakfast was at/around 8am. My husband and I were at the breakfast room at 8:15am. There were only a couple of people in the room. I asked the woman working at the desk about a window view table. She told me that all those tables were reserved. If that indeed was the case, I was never told I had to make a reservation for a table at the window for breakfast. The woman was rude and did not even face us when she finally gave us a table in the EMPTY breakfast room. Next time you need to a hotel in Sao Paulo, GO TO THE Y NOT THE W.