HOLIDAY INN

I would like to file a complaint regarding a reservation made at Hotel Holiday Inn Fortaleza. From 24 to 27 July 2026, during my honeymoon, I traveled from São Paulo to Fortaleza with my wife and booked, through Booking, a Deluxe Room with Sea View at this hotel. The choice of this room was made precisely because it was a room in an excellent location, overlooking the sea and close to the beiramar promenade to celebrate our wedding. After 8 hours of travel, leaving from São Paulo to Fortaleza, between buses, flights and transports we arrived at the hotel around 22-23h, already quite tired. At the time of check-in, we received a completely different room from what was booked. Instead of the announced sea view, the room had a side view, facing other buildings, completely different from the announced reservation. In addition to the divergence between the reserved room and the delivered room, when we opened the door we were immediately surprised by a strong mould smell, characteristic of a closed environment for a long time. I have allergic rhinitis, and staying in that environment could trigger a severe asthma crisis, turning a leisure trip into a hospital admission. Faced with this situation, we even stayed in the room and immediately returned to the reception. I informed the reception staff and requested that the room that was actually reserved be made available. The answer was that there were no more rooms available overlooking the sea. Then the employee stated that the responsibility for the reservation was not the hotel, but exclusively Booking, saying that I should charge explanations from the platform as the hotel could do nothing to resolve the situation. I also explained that I could not stay in a room with a strong mould smell due to my allergic condition. Still, I was informed that if I wanted to stay in the hotel, I would have to accept that room, as no other solution would be offered. Without any alternative presented by the hotel, I requested the cancellation of the accommodation and the refund of the amount already paid, of R$ 2,232,33. The problem, however, was far from resolved. It was almost midnight, after a long journey, and my wife and I had to leave to look for another hotel in a city where we had just arrived, in full honeymoon, without any support or assistance from the Holiday Inn Fortaleza. After going from door to door from hotel, we got accommodation in another hotel, different from the planned to celebrate this special moment for us. While reporting the problem at the reception, I saw another guest also complaining of difficulties related to their reservation. Although I don't know the details of his case, the fact reinforces that the hotel is hurting its customers just as much as it did to me. My greatest indignation comes not only from the reservation error, but mainly from the lack of any effort on the part of the hotel to solve the problem or assist two guests who had just arrived after hours of travel. At no time was there concern in offering a compatible alternative, support for the situation or any demonstration of empathy. I register this complaint so that Booking finds out what happened, clarifies why the advertised room did not correspond to the available room and takes the appropriate measures to prevent other consumers from going through the same situation. Similarly, I hope that Holiday Inn Fortaleza reviews its service procedures, as I find it unacceptable for a consumer to simply be informed that the problem "is not the responsibility of the hotel", even in the face of a reservation made for that establishment. My experience, just during my honeymoon, was extremely frustrating and very different from the quality standard I expected when making this reservation.

This is my second time staying at this hotel. Very good location, impeccable rooms, bed and enxoval very comfortable, clean, good shower. Only one thing frustrated me: the care of the girl who does tapioca, I watched her being rude with guests and was also extremely rude with me. Inexplicable a hotel in a standard like this does not train the staff for a good service to the guest. As a point of improvement would add the heating of the pool.

The hotel is amazing. I went to host me to celebrate 12 years of marriage and we were super well received in every detail. Beautiful and neat apartment, friendly reception, delicious breakfast. Everything perfect and wonderful. But what deserves the most highlight here is the bathroom duchess. After doing the physiological needs, the duchy has a unique protagonism. The pressure and speed of water are ideal for a complete cleaning. It makes me want to go back just to use the duchy again.