Grand Hyatt Sao Paulo

My stay at the Grand Hyatt São Paulo was one of the most frustrating and unprofessional hotel experiences I’ve had anywhere in the world—and I travel constantly. What happened here goes far beyond a minor inconvenience. One morning, 3 out of the 5 elevators servicing my floor were not functioning. No signage. No staff. No communication. I waited over 15 minutes with zero information before attempting to call the front desk—twice. No answer. I then used the emergency phone on the floor—again, no response. At that point, I had no choice but to find an emergency stairwell and walk down 12 flights completely unassisted. Let that sink in: a supposed luxury hotel left guests stranded with no guidance, no support, and no staff presence whatsoever. Because of this failure, my Uber cancelled, costing me money. More importantly, I was late to a critical client meeting—something that is professionally unacceptable and embarrassing, and entirely caused by the hotel’s operational breakdown. As if that wasn’t enough, the hotel then decided to THROW AWAY my personal belongings. A gift box from inside my room was removed by staff under the assumption it was “trash.” This is completely unacceptable. A hotel at this level should never discard guest property without explicit confirmation. Now I’m being asked to provide a shipping address to get my own belongings back—as if they’re doing me a favor. The response from management? A generic apology and a token offer of 3,000 Hyatt points. That doesn’t even begin to cover the financial cost, let alone the professional damage and stress caused. And it doesn’t stop there. After sending a detailed follow-up on April 13, I have received no response still to this day from either the General Manager or the corporate sales team. That silence says everything. It shows a complete lack of accountability and a clear message that once something goes wrong, they simply do not care about their clients. This experience exposed serious systemic issues: No contingency planning for basic infrastructure failures No staff responsiveness in a crisis Careless handling of guest property Complete lack of follow-up or accountability from senior management For a brand that positions itself as luxury, this was shockingly incompetent. I strongly recommend others think twice before staying here—especially if your trip actually matters.