Hotel Fasano Salvador

I am deeply disappointed with my stay at Fasano Salvador, particularly because of a serious communication failure at check-in that ultimately affected not only my experience, but also how much I spent at the hotel. Before my stay, I had agreed to pay for a room upgrade at an additional cost of R$1,350 + 5% per night. However, at check-in, I was explicitly informed that the upgrade had been granted to me as a complimentary benefit. Naturally, I understood this as a generous gesture from the hotel. This matters because such information directly influences consumer behavior. Believing that I had unexpectedly saved approximately R$4,000, I felt much more comfortable spending additional money at the property. I spent more at the bar and even paid for dinner for my friends at the hotel’s wine cellar. After all, I believed the hotel had offered me a significant complimentary benefit, and I was happy to spend part of those savings enjoying other services at the property. At checkout, however, I discovered that the upgrade had been charged in full. I questioned the charge and, after subsequent communication with the hotel, Fasano acknowledged that there had been a failure in the information provided at check-in: the upgrade had never been complimentary and was always supposed to be charged. To be clear, I initially also questioned the number of room nights charged, but after reviewing the bill I realized that I had misread that portion, and I immediately acknowledged my mistake. My complaint concerns specifically the upgrade and the consequences of being incorrectly told that it was complimentary. Calling this simply a “communication failure” significantly understates the problem. If a hotel mistakenly tells a guest that a charge of approximately R$4,000 has been waived, it is entirely foreseeable that this may influence how that guest spends money during the stay. In my case, it unquestionably did. In the end, the hotel collected the full upgrade fee, also benefited from the additional spending that I made believing I had received that complimentary upgrade, and the only resolution offered was an apology. For a hotel at this price point and with Fasano’s reputation, I find this unacceptable. A luxury hotel experience depends not only on beautiful facilities and good service, but also on trust, transparency, and accuracy when communicating financial information to guests. I sincerely hope the hotel reviews its procedures so that this does not happen to other guests. It certainly will not happen to me again, as I do not intend to return.

Completely luxury class in all respects: room, cuisine, service. Rooftop pool / bar is spectacular. Only slight negative is that central Salvador, outside the nicely restored and heavily policed colonial area, feels deserted and dangerous. Hotel is on the border.

It was an unforgettable experience. The service was spectacular. Everyone made me feel at home. Especially the doorman who took care of my luggage and gave me valuable tips. The feijoada was impressive. The breakfast was spectacular. The pasta dishes at Gero were okay - not spectacular. The first room they gave me had a terrible view. I upgraded to a room overlooking the square – which transformed the experience into something magical.

The staff of this hotel are all very friendly and helpful. the hotel is clean, quaint and the decor is nicely laid out. My only complaint is that the pipes when the water is running from another room can be heard, the walkway has a very foul smell that I attribute to the oldness of the building. Otherwise enjoyed my stay and I will visit again