Delicious, perfect, I loved everything

That’s nothing that I didn’t like, I just made a suggestion, to leave a decaf tea in the room.

Maravilhoso!

The bungalow offered decent privacy and was well-appointed. Golf cart access was good for getting around the property.

From our arrival there were several service mishaps that should not occur at a property of this caliber. A “leading hotel of the world” should distinguish itself as such not only through its facilities, but especially via the service given to guests. As a rule of thumb, it should be procedure to ensure a smoothe and pleasant arrival at any property, especially a 5-star. If things go wrong from the beginning at check-in, it taints the experience and makes recovery an up-hill process difficult to correct once things have started on the wrong foot. Mistakes can happen, of course. This is normal. But it is of the utmost importance to not just offer a casual apology and sweep it under the rug rather, go above and beyond to compensate and make ammends for the inconvenience(s). Do not leave the customer dissatisfied, and do not make it into an awkward situation where the guest has to confront the issue and ask for a solution. This is something that should be a part of basic training for front-of-house staff. First impressions are the most important! In the end management tried to make ammends, but only after several unpleasant situations and becoming quite irritated, and after having to bring it directly to their attention. In today’s world, more and more customers can sometimes feel self-conscious about making a comment or complaint as to not be perceived as a “Karen”, but this is no reason for service levels to decline and expect customers to simply accept poor service for higher prices. I expect better from a property like the Fasano. Much better. Competition and word of mouth are indispensible for the industry, and chances are that if these things happened to one guest, it’s also happening to more.

the place was beautiful

too overpriced

everything

experiences are affected by bureaucracy. one should be able to ask for it, and get a response for any of the experiences including pricing. instead this is how it works currently at Fasano: 1) you ask for the experiences to be sent to you. then you need to keep chasing to receive the text 2) I selected 2 specific experiences and asked for the costs 3) a very formal message finally arrives saying that the query “will be forwarded to the events director”. Why? so many steps?? just give me the information 4) the events director reaches out also very formally and in a different language to the one I sent to reception and starts from scratch saying that I was interested in something. I had already made clear what I was interested in and the cost but that was not communicated…. 5) after a while the events director comes back saying that these experiences i selected required more than 10 people. Really? all those steps to be told that what I had selected was not possible? How easy would have been to get a reply from reception saying that in the first place? thank you

quiet, clean, large rooms

nothing

The architecture of the property and the rooms was unexpected and breathtaking and it was nice to have different areas with different purposes. Also the views were amazing.

The location and hotel installment were beautiful but for the price you're not getting what you pay for. Breakfast was below standards, staffing was nice but clearly not trained for a 5 star hotel - they were forgetful in various occasions, were not willing to problem solve and overall it was a disjointed experience. Finally, not a lot attention to detail.

the service was outstanding💟