Enjoy Santiago

Worst hotel we stayed in Chile. Huge lack of maintenance and poor reception at reception. We arrived at 2 p.m. and the hotel was almost empty, but they wouldn't give us a room until 4 p.m. and on 3 occasions they told us to go to the ****** while waiting.

It is not the first time that I have visited this hotel with my partner and the truth is that now we are left with a super bad feeling, which for a 5-star hotel is not at all. Starting from the temperature of the room, which supposedly has air conditioning that works very poorly, the room they gave us at first was 29 degrees, with an air conditioner supposedly working at maximum power and at a minimum temperature of 18 degrees, but still Thus, despite having it on for several hours, the temperature of the room did not decrease, we requested a change of room and when we arrived at the next one it was practically the same situation, the room did not drop below 26 degrees, which is very annoying considering the temperatures of these dates. On the second day after the morning showers, we found that the bathroom floor was completely wet (with pools) leaving a very dangerous slippery floor and also the shower support did not work and the shower was falling so it was quite uncomfortable power bath****. The bed was the third point that left us tremendously disappointed, they are 2 1 and a half square beds together!! The “mattress” split in half and made us both go to the center of the bed sleeping terribly uncomfortable. After having at least 3 problems with the room we went to reception so they could give us some solution since our stay was not pleasant and they told us that they were going to see what they could do, we never heard any news or the "efforts" that were going to be made. do to improve our stay since no one did anything or gave us any solution. Regarding meals, the breakfast buffet and Santerra restaurant leave a lot to say, little variety, the same thing every day, dull food and again 0 solutions. Finally, if you decide to order from room service, you have to make sure that your order was correctly noted since we received a changed dish and otherwise cold dishes, so it is not the best option. There are staff from the pool and spa area who are very friendly and this part of the hotel works very well. At the time of check out, they care little or nothing about the comments you have about your stay since we mentioned that we did not have a good experience and their comment was: you can go to the page and leave a complaint, see you later. 🤦🏼‍♀️

I took a 2-night getaway to get to know this hotel and I can tell you the following: It does not have a trash can in the bathroom, only in the toilet, the maid told us that they were scarce. The minibar is not available, you must call the reception to request what you want and they charge it instantly They take 50 thousand pesos as a guarantee per night If you go with children under 18, forget about the restaurants, you only have access to the only one that is outside the ******, it's only Chinese food and it's not open every day. The rest you are forced to order room service and the menu is super limited. They don't give you complimentary chocolate for good night 😢 Complimentary mineral water per person included every day. We really liked the location, the terrace, the tub that the room includes, as well as the view. The TV is old, it is not HD, that is unforgivable and that it does not have Netflix 🤣 unforgettable; In any case, you can still watch TV. The maids are very friendly, as is the room service and the Reception. The room temperature is too high 25.5 I had to sleep with open windows which is not ideal. Spacious and nice standard room, there was no superior room but they only change the floors (the higher the category, the better) The buffet breakfast is quite complete There is valet parking! Wonderful, every time you want you ask for your vehicle with a code that they give you. The spa was very good, my wife had a massage and was delighted. Heated pools, hot tubs included, you just have to book instantly when you check in, there is a super good pool bar. When checking out, I recommend doing it very early or waiting for them to take you out of the room, otherwise you will have to wait in an endless line. I also recommend the hotel for couples 😉

Very very bad food, the buffet restaurant and the buffet breakfast. Bad. Our bathroom had a drain smell, but it was fixed the same day. Mini bar and everything empty. Eternal line to check out. The only thing I save is the comfortable bed and the price. But generally bad.

A 5 star hotel with attention that is not even enough for 3. Very distant and not very attentive. Bad disposition and ignorance of the kitchen supervisor (he believed that a celiac could not eat salt, rice or potatoes) Everything was very full, dirty and poorly organized. Huge lines for the breakfast room and reception with very impersonal treatment. If you go, lower your expectations a lot… because it is not 5 stars. One of the worst services I have experienced in hotels of the same category and even lower ones…

The pillows are huge: they are not used to accommodate your head but to lie on them. Requested the change, at reception they say: we will look and if there are available we will send them to you. They don't arrive. I call again and ask if there is no room available to move to. He answers that there is, but on the 2nd floor (what's the problem? I ask: "the noise" they answer). I insist, "Can't you bring me pillows from those rooms?" After a while they appear with a pillow and we are in a double room! The reception is inhospitable. Arrival parking one floor below reception. Open air stairs with a large canopy for shelter from the sun; but for those of us who use the platform, no shade or protection from the wind (usual) or rain (scant). The first information from the receptionist is that check-in is 1 hour later; That is, no flexibility for early entry. It incorrectly informs that you can have a coffee in a hotel restaurant outside the ****** (when we arrive it is closed to the public and we have to return). To get to the restaurant you had to go to the "boulevard" floor. That name does not appear in any of the elevator signs or in the access. It also doesn't tell me which side of the reception the elevator bank is on. Bad hours in food services. At 7:00 p.m. the restaurant inside the ****** only offers dinner. They send us to the ******'s bar, which is closed! Only alternative: ask for the room. One of the sandwich ingredients arrives in bad condition (at least they change the entire sandwich). We ordered 2 teas, but only one jug with water comes. The tray needs paint maintenance. The down on one of the beds had a yellow stain. We had to wait for the shift change for them to come and change it. The water tank in the bathroom leaves the water running. The furniture in the room has marks in various places.