The service was superb. The food very good. The staff amazingly responsive and hospitable. The hotel itself quite nice. The location great. Prices high, but you get a lot for the money. No complaints whatsoever.

As a change from Emiliano (OK, because Emiliano jacked up the prices), we decided to give Fasano a try. Besides the handsome lobby, the entire experience was unacceptably disappointing. The room was minuscule, the furnishings frayed and the service surly. The breakfast was that of a nice regional pousada, without the friendly service (indeed, the service at the restaurant was generally mouth-droppingly bad.) At least we did not experience the awful stay, around the same time, of friends of ours, who were kept up until 3am by a party in an adjoining room, about which the hotel was apparently completely unwilling to do anything (including, say, sending a bottle of wine or something the next day.) The service at the front desk was decent, but not super helpful. All in all, a surprisingly unpleasant contrast to both Emiliano, and to Fasano in Rio.

As soon as I arrived, bellman dispatched my name through radio to front desk (I didn't realize it till I arrived at Front desk since they welcomed me with my name directly).

Was escorted to my big suite (very nice) and checked in from my suite.
Was very nice!!!!! Large, great... shades comes down automatically!! how fun.. almost like Vegas..
Food was great... went to restaurant instead of having breakfast... and they had a great buffet (I think it was for lunch). expensive but again... if you complain about price, don't stay in a 5 star hotel, right? I was charged for internet, but again, this is not your regular hotel... if you are within budget, stay somewhere else.. .and stop complaining about charges.... cant' stand all those non sense comments that keeps complaining about prices and/or what should be included in rates....

I enjoyed a late check out (free of charge)... I needed to leave at 3... and all was perfect..
3 rooms or less per floor, which is very nice... bathroom is soooo nice and large bathroom.... jacuzzi etc... very nice.

I will definitely return. For us American, I would say it's your typical 5 star hotel.. trust me, stayed in another hotel... Fasano is the Best.

C

I stayed here for about a week in December, and was extremely disappointed in the service. I had stayed here several times before (a couple of years ago) with great results, and decided to try it again for this trip. For my work, it was in the perfect location. I also believe that it has the best physical space, decor, and amenities of any hotel in Sao Paulo.

However, the level of service was so disappointing that I will not be staying here again, notwithstanding the locational inconvenience of staying at other hotels in the future. The service mistakes would have been annoying in a 3-star hotel, but unacceptable in a hotel of this caliber. They included:
- housekeeping failing to come after i specifically requested it
- wireless internet failing multiple days in a row, forcing me to waste literally over an hour a day working with a hotel IT person, who after 3 aggregate hours of trying to figure out the wireless, decided to give up and just gave me a landline instead (they couldn't suggest this solution within the first 10 minutes? why?)
- room service running out of multiple menu items when i tried to order them
- room service bringing me the wrong food, and still making me wait 30 minutes to have them try the second time (rather than rushing the order)
- room service food simply being poor quality (how is this possible when the brand is famous for the food?!!)
- the on-site restaurant forgetting to apprise me of table openings despite repeated requests
- I tried to take a bath and the bubbles had a layer of soot on them - apparently the tub hadn't been rinsed out in a long time
- aside from one excellent english speaker at the front desk, general poor grasp of english at reception, restaurant, spa, etc. not acceptable when you pay this much to be in a hotel that's supposed to service international clientele

I generally would not blast a hotel for service errors, since minor mistake are inevitable. But to have an incident literally every day during a one-week stay is not a matter of 7 coincidences happenig - it's just poor staff training. Quite a shame, because I still believe it's physically the nicest hotel in the area - hopefully they shape up soon