Hotel - Mercure Santos Hotel
Mercure Hotel Mercure Hotel

Mercure Santos Hotel

4.0/5 1,084 reviews
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  • The hotel has wifi WIFI/Internet Access
  • The hotel serves breakfast Breakfast
  • The hotel has a bar Bar
  • The hotel has a parking Parking
  • The hotel has a restaurant Restaurant
  • The hotel has air conditioning in rooms Air Conditioning
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Services in the hotel and nearby

Check-in from 14h00
Check out up to 12h00

Services and practical information

Paying
  • Online check-in

    Online check-in: Your arrival will be carefully prepared by our team
    Fast check-out: Simply return your key

  • WIFI/Internet Access
    • WIFI at the hotel
    • High-speed Internet
    • WIFI in the communal areas
    • WIFI in your room
  • Parking
    • Private indoor parking (Paying)
    • Valet parking
  • Reduced mobility rooms
  • 100% non-smoking hotel
  • Air conditioning
  • Early check-in/Late check-out
    • Early Check in from 9AM (Paying)
    • Late check-out up to 3pm (Paying)

Leisure and activities

  • Swimming pool
    • UNDER REPAIR - POOL
    • UNDER REPAIR - POOL
  • Fitness centre
  • Sauna

Catering

  • Breakfast
  • 1 restaurant(s)
  • 1 bar(s)
  • Room service
    • Hot meals
    • Cold snacks
    • Opening hours : Week 24 HOURS
    • Opening hours : Week-end 24 HOURS

Business services

  • 7 meeting room(s)
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Hotel location

Your meetings and events

Mercure Santos Hotel Meeting Room
Room name Surface area Height Theatre style U-shaped Room Board-room Classroom style Banquet
SALA AQUARIO 34 m2 2 m 24 9 12 12 10
SALA COLISEU 49 m2 2 m 40 18 12 24 40
SALA DA VILA 90 m2 2 m 95 30 24 42 60
SALA DO PORTO 130 m2 2 m 195 46 54 60 100
COLISEU + VILA 139 m2 2 m 160 30 36 56 100
PORTO + AQUARIO 164 m2 2 m 236 46 60 72 110
PORTO + AQUARIO + COLISEU 213 m2 2 m 307 0 0 0 0

Our rooms

  • 108 rooms
  • 100% non-smoking hotel
  • 2 rooms for people with reduced mobility
    • 220/240 V AC
    • Air conditioning
    • Emergency exit map
    • Safe deposit box in room
    • Web TV
    • Telephone
    • Remote control TV
    • WIFI in your room
    • Direct dial telephone
    • Satellite/cable colour TV
    • High speed transmission line
    • Minibar
    • Hair dryer in bathroom
    • Sprinkler in room
    • Keycard-operated door locks
    • Deadbolts and/or locks in rooms
    • Security peephole
    • Smoke alarm in room
    • Emergency info in rooms
    • Operator wake up call
Our rooms fittings

Our restaurants and bars

See all our restaurants and bars
4.2/5 AccorHotels Rating 6,919 reviews

Our guest reviews for
Mercure Santos Hotel

100% genuine reviews from our guests

Find out more
tripadvisor tripadvisor
4.0/5 TripAdvisor Rating 1,084 reviews
Carlap Families - 09/10/2019 AccorHotels review
« Terrible customer services experience »

Kingdom 4051 Terrible customer services experience Review of Mercure Santos Pending review I booked 2 rooms for 1 night at Mercure Santos. Upon arriving at the hotel for check-in, we were informed that the amount due for both rooms was well above what I had got when booking through their website. They had no record on their system of my booking using 4000 points, which would reduce the total cost of my booking by EUR 80. At one point, I was so frustrated that I told the guy at reception that I did not have to prove anything about my booking as they should have all the details on their system. The problem was finally resolved when a lady named Erika from reservations was called in to assist. She immediately checked our booking on their system and confirmed that we indeed had booked using 4000 points. After almost an hour of back and forth discussions, we were able to pay the amount I told them my booking was and got the keys to our rooms. I was traveling with my family, including my mum that has Parkinson's disease and my 8 months nephew, and I had to almost beg them to give me at least one room so my family could rest until I could sort out our booking with reception. Appalling customer services! We got 2 junior suites which are quite spacious and nice. The only problem we had was that the floor was quite dirty. After walking barefoot in our room for about half hour, our feet was quite dirty. The next morning, when we went to the rooftop restaurant for breakfast, they had only 2 people down for my room so I had to show proof that I had paid for breakfast for all 3 adults staying in my room. Given the fact that this is a Mercure hotel, I was expecting a much better reception and service. Overall, it was simply disappointing and does not compare to other Mercure hotels I've stayed in before.

Family - 09/10/2019 TripAdvisor review
« Terrible customer services experience »

I booked 2 rooms for 1 night at Mercure Santos. Upon arriving at the hotel for check-in, we were informed that the amount due for both rooms was well above what I had got when booking through their website. They had no record on their system of my booking using 4000 points, which would reduce the total cost of my booking by EUR 80. At one point, I was so frustrated that I told the guy at reception that I did not have to prove anything about my booking as they should have all the details on their system. The problem was finally resolved when a lady named Erika from reservations was called in to assist. She immediately checked our booking on their system and confirmed that we indeed had booked using 4000 points. After almost an hour of back and forth discussions, we were able to pay the amount I told them my booking was and got the keys to our rooms. I was traveling with my family, including my mum that has Parkinson's disease and my 8 months nephew, and I had to almost beg them to give me at least one room so my family could rest until I could sort out our booking with reception. Appalling customer services! We got 2 junior suites which are quite spacious and nice. The only problem we had was that the floor was quite dirty. After walking barefoot in our room for about half hour, our feet was quite dirty. The next morning, when we went to the rooftop restaurant for breakfast, they had only 2 people down for my room so I had to show proof that I had paid for breakfast for all 3 adults staying in my room. Given the fact that this is a Mercure hotel, I was expecting a much better reception and service. Overall, it was simply disappointing and does not compare to other Mercure hotels I've stayed in before.

Jose F. R. Couples - 17/09/2019 AccorHotels review
« Noise at floor 10. »

Very noise from machine house in 10 floor Service room was insufficient. Didn’t let soap and shampoo.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mr R., Thank you for taking the time to tell us about your experience at the Mercure Santos Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns about the noise and service, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Amarildo Burian General Manager

Herick Couples - 16/09/2019 AccorHotels review
« Not what I expected »

I didn’t felt like I thought it supposed to. The breakfast was messy, with a lot of things missing. The service in reception was really slow and the card to open the apartment door didn’t work in the first try and apparently was my fault according to the receptionist.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Herick Santoro H., Thank you for taking the time to tell us about your experience at the Mercure Santos Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns about the restaurant, slow at front desk and the room card, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Amarildo Burian General Manager

Ale Couples - 10/09/2019 AccorHotels review

Amazing hotel. Kind staff.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mr D., Thanks for taking the time to share your feedback. Although we would like your experience to have been better, with feedbacks like this we can learn and improve the quality of our service. We work hard to provide an exceptional experience for our guests and we are grateful that you have mentioned our customer service. We are doing a verification about the information in the web site and we hope to welcome you again and that we can fully meet your expectations. Thank you for your kind feedback, and we hope to see you again soon for another magnifique journey with us. Best Regards, Amarildo Burian General Manager

Marcelo Families - 10/09/2019 AccorHotels review
« Good Location but hotel need to be improved »

Hotel is good located, but on saturday night we had to take shower with a Cold water, because water is not being warming, There a few elevators, you need to wait a lot to move the floor, sometimes you need to wait 10 minutes or more.

Our hotel has responded to the review
Our hotel has responded to the review

Dear M., Thank you for choosing us. We would like to apologize on behalf of the unit about the lack of hot water during your stay. We had a hydraulic problem, which caused the suspension in the supply for a few hours, we are always working to ensure that situations like this do not recur and that we deserve your trust in your next accommodation in our unit. We are available for any clarification and once again thank you also for sending your comments. Regards Sincerely, Amarildo Burian General Manager

Ricardo Business - 06/09/2019 AccorHotels review
« Good experience »

was great, not perfect because the pool was closed

Our hotel has responded to the review
Our hotel has responded to the review

Dear Ricardo R., Thanks for taking the time to share your feedback. Although we would like your experience to have been better, with feedbacks like this we can learn and improve the quality of our service. We work hard to provide an exceptional experience for our guests and we hope to be able to welcome you again and regain the trust you have placed in our unit. Best regards Sincerely, Amarildo Burian General Manager

Rosh Business - 06/09/2019 AccorHotels review
« Great »

Staff was excellent

Our hotel has responded to the review
Our hotel has responded to the review

Dear Rochelle Gillian R., Thank you for choosing the Mercure Santos for your stay in the city. We are happy to share such pleasant moments. We look forward to a new opportunity to welcome you again. Regards, Amarildo Burian General Manager

João A. Families - 02/09/2019 AccorHotels review
« Good »

Some important and decisive hotel choice information was not provided during the booking process! Examples: pool was out of use under renovation and extra pet fee ( expensive!) not reported.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Joao Flavio Ramos A., Thank you for taking the time to tell us about your experience at the Mercure Santos Hotel. I am sorry that your experience did not meet your expectations, please allow me to express my sincerest apologies. At Mercure, we strive to provide a superior service experience for every customer, therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Amarildo Burian General Manager

Iain Friends - 02/09/2019 AccorHotels review
« Good hotel in a great location »

Very enjoyable and the customer service was excellent

Our hotel has responded to the review
Our hotel has responded to the review

Dear A., We very much appreciate your comments regarding your stay at the Mercure Santos Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Amarildo Burian General Manager

Giovanni M. A. Business - 01/09/2019 AccorHotels review
« it was good »

average stay but the staff was really welcoming

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mrs A., Thank you for choosing the Mercure Santos for your stay in the city. We are happy to share such pleasant moments with hour support. We look forward to a new opportunity to welcome you again. Sincerely, Amarildo Burian General Manager

Friends getaway - 29/08/2019 TripAdvisor review
« Good hotel in a fine location »

I stayed here last year and returned, so that speaks volumes. The hotel is good and the staff are so friendly and helpful. Most speak English too, which helped. The pool was still closed even though they had stated that is should have been completed by my stay. I also feel that the bar (hardly ever open and not a welcoming space) lets this hotel down badly. The main reason for my 4 star rating instead of 5 star. Still, don’t let that put you off, I would certainly stay again if I am in Santos.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Guest, Thanks for taking the time to share your feedback. Although we would like your experience to have been better, with feedbacks like this we can learn and improve the quality of our service. We work hard to provide an exceptional experience for our guests and we are grateful that you have mentioned our customer service. We will be attentive to the service of the bar We take advantage of winter to improve the structure of our pool and we hope to have the opportunity to receive you again when everything is finished. Best Regards, Marcelina Gomes Front Desk Manager

Alex P. Couples - 28/08/2019 AccorHotels review
« A honest stay. »

That was a relatively good stay despite a huge number of furryfest convention members present in the hotel that weekend. The differential was the manager Marcelina assistance. Their expertise and sensibility made all difference for me, my wife and certainly for many other guests.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mr P., Thanks for taking the time to share your feedback. Although we would like your experience to have been better, with feedbacks like this we can learn and improve the quality of our service. We work hard to provide an exceptional experience for our guests and we are grateful that you have mentioned Marcelina's name. She is a great professional. We will share your comments with her, she will be very happy, I am sure. Thank you for recognizing her :-) Thank you again for sharing your experience, and we hope your next visit will be as pleasant betther than this one. Sincerely, Amarildo Burian General Manager

Juan M. M. Friends - 28/08/2019 AccorHotels review
« Bad service »

I asked for new sheets and towels at 10AM had to wait 3 hours for the new towels and then you only replaced 2 towels, we were 3 persons in our room. The new sheets never came.... We had to go up 14 floors on foot by the stairs to get to our friends' room in floor 18 because your elevator only works for the same floor my room was. This is very inconvenient.......... Bed room Air conditioner was very very noisy and the room was very dark because the lights are not powerful enough. Reception doesn't speaks english or spanish very well. These are honestly too many problems for a simple stay and we will be looking at the competition for our stay in Santos next year.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Juan Manuel M., We would like to thank you for choosing Mercure Santos for your stay and also for answering our quality evaluation research, extremely important to our continuous improvement of quality of services. I am sorry that your experience did not meet your expectations, please allow me to express my sincerest apologies. We appreciate your sharing your concerns on our structure and services. , and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Amarildo Burian General Manager

Nadja K. B. P. L. Families - 23/08/2019 AccorHotels review
« Very comfortable. »

Great. Good service, fast, friendly staff, comfortable rooms. Too bad the view from the pool area was not accessible.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mrs Paes L., Thanks for taking the time to share your feedback. Although we would like your experience to have been better, with feedbacks like this we can learn and improve the quality of our service. We work hard to provide an exceptional experience for our guests and we are grateful that you have mentioned our customer service and rooms. We take advantage of winter to improve the structure of our pool. We look forward to a new opportunity to welcome you again. Best Regards, Amarildo Burian General Manager

Michelle G. G. Families - 16/07/2019 AccorHotels review
« Very good »

The experience was great. I advised that was my dad's birthday and they left some candies in his room. Location is great. Bedrooms are different from the photo.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Michelle, We very much appreciate your comments regarding your stay at the Mercure Santos Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Amarildo Burian General Manager

Family - 14/07/2019 TripAdvisor review
« One day @ Santos »

A good place to stay at Santos for pleasure or for business. Hotel is nice for short trips with many walk distance restaurant options. Also, a good place to stay if you want to walk or bike on the beach avenue.

Our hotel has responded to the review
Our hotel has responded to the review

Dear I7098UTfabiom We’d like to thank you for share your experience at Mercure Santos with us. In Mercure Santos we’re always working in order to provide a good service to our guests so your feed back is very important and will encourage us to keep on providing a good quality of services. We thank you once and we hope that in the next time you have a so good experience like this. Best Regards Marcelina Gomes Events and Front Desk Manager

Pablo A. Business - 17/06/2019 AccorHotels review
« Regular »

it does not feet with my AccorHotels standars.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Avendano R., Thanks for taking the time to share your feedback. Although we would like your experience to have been better, with feedbacks like this we can learn and improve the quality of our service. If there is something we can do for all your excellent stays, be sure to tell us. It will be of great help to us. Sincerely, Amarildo Burian General Manager

Alex P. Business - 14/06/2019 AccorHotels review
« OK »

I have stayed in this hotel many times and felt like the rooms are deteriorating fast. My colleague had to change room because of mold smell and in my room you could felt some minor smell

Our hotel has responded to the review
Our hotel has responded to the review

Dear Ludwig P., Thank you for taking the time to tell us about your experience at the Mercure Santos Hotel. I am sorry that your experience did not meet your expectations, please allow me to express my sincerest apologies.. At Mercure, we strive to provide a superior service experience for every customer, therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. Sincerely, Amarildo Burian General Manager

Carlos L. Families - 12/06/2019 AccorHotels review
« Santos total »

I really liked to stay in Mercure Santos hotel last week for three nights. Everything was perfect, the room, breakfast, location and the view. The sea and city was open for us from our room.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Carlos Eugenio L., Thank you for choosing the Mercure Santos for your stay in the city. We are happy to share such pleasant moments. We look forward to a new opportunity to welcome you again. Regards Sincerely, Amarildo Burian General Manager

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