Fasano Boa Vista — Hotel in Região Imediata de Sorocaba

A real disappointment and a stressful stay. My husband and I travelled to Brazil and to Fsano Boa Vista from Switzerland for our nephew’s wedding… we prepared everything from afar, our taxi driver from ITU that would pick us up at the hotel to bring us to the fazenda, we gave all the information needed( name, brand of the car, license plate ) 2 times, confirmed with them at check in and they said everything was fine.

Well guess what, it WASN’T… our driver got stuck at the gate and it took us almost half an hour for them to find a solution and use a golf car to bring us to the gate because they would not let him in…. I just had my hair done it was the worst experience, just brought so much stress and anger to a day that waas supposed to be just happyness.

And thats just one part of it, I had bought a dress at Carolina Herrera for the wedding and asked them if they could vapor it to unwrinkle it…. You would expect in a hotel that charges more than 4000 reais a night to recieve a pristine service…. Well you would anywhere but there: First of all I had to call to know where they were with my dress because they didnt bother calling me to tell me Secondly, when they brought the dress they hadnt done anything with it saying they couldnt take off the wrinkles, I ended up doing myself with success, so much for a “luxury” hotel.

How can you in a supposedly “luxury” hotel have a room for 2 people with only 2 hangers in the wardrobe? No satin hangers for women dress?

How is it possible to give a room with a terrasse with just one chair, ( dirty) and no table or anyth in it to enjoy…

There was no iron or ironning table in the room and when asked for one, it was falling apart with no linen to protect the clothe from the wood table. So they want us to use the cleaning service but they are unable to provide a good and reliable seervice

When you arrive, you find a note from saying that Corona is offering you 2 beers from the fridge , you happily drink them and find out that they are charging you 30 reais each at check out, as well as a tip for the restaurant…. Which when you complain is said not to be mandatory??? In. Which kind of hotel do you do such a thing?

You stay 2 nights and do not have a functionning toilet during the whole stay, imagine how nice it is to have to call someone everytime you go and the toilet wont flush it down….

You cant call yourself a luxury hotel when your front desk agents barely speak English or any other language.

So, luxury is not just having a beautiful environment to build a hotel, its in the details which are all missing there. Bling bling is NOT luxury, show off isnt either … respect of the client is, perfect service is, easing the life of your client is, being pro-active is….

In the end the manager on duty did what she had to to solve the many un acceptable situations that occured. But that doesnt take off the horrible feeling. I still can not comprehend how all these faults could happen , this hotel needs to give a lot more high end training to the staff in order to meet the standarts of a real...

Another example of how the concept of luxury is misunderstood in Brazil.

The architecture and decoration are very nice and the location is beautiful and very convenient for a weekend away from the chaos of SP, less than 1.5 h drive from the capital on a very good highway.

The breakfast is delicious and served by very nice people, although they could be warmer and smile sometimes. Our room was spacious, pretty minimalist and nicely decorated. The limited number of hangers and existence of only one chair at the balcony seemed unfit for a room for two people. There is neither an iron nor an ironing table in the room.

The problem, as always in Brazil, is the quality of service and competence of those in contact with customers. To be more specific:

The toilette in our room overflowed every day. This is simply unacceptable for a hotel of this category. Basic things must work! The issue was addressed quickly but returned every day.

The bellboy who brought our luggage to the room could not tell us how to call the front desk. He then contacted the FD by radio just to give me the wrong number - I rang another guest room instead.

We almost missed our nephew's wedding because our driver was blocked at the gate, even though we had given three times all the information necessary to clear his entrance.

They were unable to iron my wife's dress for the wedding. It is a delicate dress but they were so afraid of damaging it that we ended up using their steamer and doing it ourselves.

Only a few people speak English. That's OK for the Brazilian clientele but makes it difficult for foreigners to be understood, specially during stressful situations.

Those issues were addressed correctly and promptly by management but they should not have happened in the first place. When I pay that much for a night at a Fasano hotel I expect a flawless experience. Our stay there definitely tarnished the brand from my POV.

It all boils-down to training, attention to details, and careful management. It is all about the experience, not the superfluous- get the service right and add the bling-bling later. No one is perfect and mistakes happen, even at great hotels we have stayed before. However, the issues we experienced were basic and fixable by professional management and...

I was torn when writing this review. On the positive side, we found the hotel to be quite beautiful with spacious rooms featuring stunning views, a striking great room / lounge, and a nice pond and pool.

We found the service to be very friendly, but it was not meticulous as you would expect from a hotel of this caliber and price range. For example, we made a pot of tea on the first night we got there, and the cleaning staff didn’t replace the used pot for a clean one during our entire five day visit.

The property also needs a decent amount of maintenance since age is starting to show, but not in an elegant aged leather kind of way. The pool was really nice but it would fill up with the hotel’s mid-week occupancy. I can imagine that it is probably tough to get a decent spot on the weekends.

Finally, the restaurant was inconsistent - some dishes were spectacular, the penne vodka and minestrone, while others were truly disappointing, the arugula salad with pear and goat cheese. Considering Fasano has such a deep culinary tradition, this was unexpected.

My rating here ultimately boils down to an assessment of value for money. This is a luxury hotel with a hefty price tag, it’s a member of the Leading Hotels of the World. That’s why I expected more from the service...