Advice on what to do: negative experience at Rosewood São Paulo
I am not sure what to do as the next step and would love this group’s advice.
We are wrapping up a family trip to Brazil where we had an unfortunate experience at the Rosewood in Sao Paulo.
The issues were numerous but some highlights included:
- Upon check-in, waited for over an hour for our luggage before they brought up the wrong set of luggage entirely and thus missed our tour.
When we checked in we told them we had a tight schedule because we were meeting a tour guide in an hour, they said no problem. I mentioned I didn’t mind doing it ourselves but they insisted they do it. Over the next hour I kept calling and they kept telling me it was on its way. When the luggage did arrive it was someone else’s luggage entirely. The gentleman that brought it up then asked if I could come down to help find it with him (even though I was in my bathrobe). In the end, they found it, but we missed out on our tour.
My husband got the same go-around regarding his shoes. He called and let them know they needed to be shined; he assumed he could just leave them in the box by the door and they would pick them up at some point while we were at dinner. They asked him to stay in the room and for the next hour, we kept calling and asking how long until someone comes to pick them up, they kept telling him someone was on their way. Over an hour later, someone finally arrived.
Our inner door handle fell off numerous times.
The first time it happened, I reported it to the front desk and they said they’d fix it. The second time it happened I called the front desk again and they asked if popping it back on would work (it did). The third time I was so frustrated that it kept happening that I physically took the door handle to the concierge, explained what had happened over the last few days and asked if he could help us.
- Breakfast is a hot mess. Breakfast is included and the actual food is great. However, on our last day it was such a fiasco that even a manager was called. Numerous issues occurred including waiting for over 30 minutes, waiters that didn’t understand English and would get our orders wrong including a very specific allergy etc etc
At that point, I think they must’ve been made aware of the crazy luggage and the repeated door handle issues with us so that when the last breakfast blew up into a chaotic mess, a young woman who represented herself as part of the executive team came up to us and apologized, gave us her card and asked us to document everything that happened over the 3 days so she could respond.
We did that last Saturday and received no response back. We found her on LinkedIn and saw that in fact she was a trainee when she implied in our conversation that she was a ‘member of the leadership team’.
We then forwarded our original email to what seems like the GM of the hotel (Marie-Bérengère Chapoton) and also followed up in the WhatsApp chat that the hotel had used with us throughout our stay. The WhatsApp responded with an email address asking us to forward our original email such that they could ensure a response (we noted that we did not heard back on our prior two attempts). Neither has responded or acknowledged our email, which we find very surprising.
It’s now been over 7 days since our stay and those emails and complete radio silence.
What in the world do we do to be able to speak to someone about this experience? The longer this has gone on for, the more surprising (negatively) this has become.
Thank you! This group always gives great advice and I’d love your guidance on our next steps.