Meliá Ibirapuera

“Great Hotel, but Double-Check Agoda Listings Before Booking”

I booked a two-night stay through Agoda and later discovered that the OTA had mixed up this hotel with an Airbnb property located in the same building. The building contains both hotel rooms and condominium units that are rented out as Airbnb accommodations. Instead of receiving a hotel room that m… more

I booked a two-night stay through Agoda and later discovered that the OTA had mixed up this hotel with an Airbnb property located in the same building. The building contains both hotel rooms and condominium units that are rented out as Airbnb accommodations. Instead of receiving a hotel room that met the standards expected from an international chain, I was assigned a rather run-down condominium unit. I wasn't even confident that the bed linens had been changed. I spent several hours on the phone with Agoda trying to resolve the issue and cancel the booking. Initially, they insisted that the room matched the category I had reserved. However, the problem was not the room category. It was that I had been placed in an entirely different property from the hotel I had booked. After a great deal of frustration and wasted time, I had no practical choice but to stay the first night. Mr. Carlos, the manager on duty, and his team were extremely helpful in assisting me with the situation and confirming to Agoda that the booking was not for the hotel itself but for the Airbnb unit. Despite their efforts, resolving the issue with Agoda took far longer than it should have. In the end, I chose to book the second night directly with the hotel instead. The difference was night and day. The hotel stay was exactly what I would expect from a well-maintained four-star property. The room, service, and overall experience were completely different from the Airbnb unit. The breakfast offered a good variety of options and was of high quality. The hotel also has a well-equipped gym, including a water fountain, which was a nice touch. My dissatisfaction lies entirely with the incorrect Agoda listing and the time-consuming process required to correct the mistake. The actual hotel experience was very good. However, anyone considering booking this property through Agoda should exercise caution and carefully verify exactly what type of accommodation is being offered. Based on my experience, the listing may not accurately reflect whether you are booking a hotel room or an Airbnb unit within the same building.

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