Hotel Fazenda Portal das Montanhas - Pacoti - CE

TERRIBLE STAY! TERRIBLE ATTENDANCE! And no integrity with guests! We left Fortaleza on Friday (29/04) having received a message from the hotel postponing our entry due to a broken dam in Pacoti that would make it impossible for us to have access to the hotel because there is a bridge that has practically turned into a river. We got there at almost 4pm and couldn't get in. We left our car in a place next door and crossed in their car. When we got there, the power went out, the internet ended, we didn't have a telephone line and AMAZED: WE COULDN'T LEAVE THAT PLACE, because now we couldn't leave there even in their car because the water in the river had increased.. We talked to the manager and signaled that we wanted to leave there, that they should have told us to reschedule. We spent the whole night sleeping with no energy and in the morning we tried to give it another chance… but there was no energy again. At 9 am we decided to leave and asked for a refund, where the manager was ready to refund the amount of the two nights already paid 100% in advance and discount only the consumption. They gave us a deadline of 5 days and today (04/04) they got in touch saying that they were going to deduct a daily rate (in which we signaled to everyone that we wanted to leave, but they said we couldn't), one night in the middle of nowhere, no phone, no line and no power. In short, they discounted a daily rate and the consumption of the following daily rate was discounted. We've traveled to many places, but none has behaved so far apart from their guests and the terrible service offered! We will never go back there EVER AGAIN AND WE DO NOT RECOMMEND ANYONE. Unfortunately, there are companies that only care about money and don't care about anything else. Not for the money, we wouldn't miss it, but for the bad treatment, service and empathy. It was by far our worst trip! It was going to be a gift for our son, but it turned into a LOST-style nightmare! The other guests were upset and wanted to leave, but they couldn't. We were forced to stay and we still pay for it. I DO NOT RECOMMEND! Look for Remanso, Vale das Nuvens, they are infinitely better!

We closed the year-end package with the hotel. We chose the most expensive room because it had a bath and we had children. We rent two rooms, 4 nights R$6,800 (each room) When we went to use the bathtub we noticed that the water didn't heat up. I complained, asked to speak to the manager and who attended me was Hudson. Initially very solicitous, I in an irritated tone said I was going to ask for my money back and he tried to calm me down. He said that he would return the money as I suggested but that he would try to resolve the situation. NOTHING RESOLVED. I complained again on the last day, and said I wanted the difference in the price of the room without a bathtub (R$2,000) per room since I couldn't use an ice-cold bathtub with the children, it exempted me from charging for consumption (something around R$ $500.00) and he was supposed to return me 3 days later… At checkout the staff told me they knew of the problem, that they had put more rooms to use the heated water and that the heater couldn't handle it and that they had already bought another heater but not arrived in time. In other words, they took the risk and I was the one who paid for the duck. I HAVE NOT RECEIVED ANY RETURNS AS PROMISED BY HUDSON. I charged and received no return. In addition to all these problems, we had Problems with: - Room cleaning - lack of recreation for children - lack of structure for children on rainy days - The maids come in with muddy shoes into the room to take out garbage and it's like that - WE ALL RETURN WITH COVID FROM THE HOTEL - it's a parallel world that doesn't need to wear a mask. I DO NOT RECOMMEND.