Ratings based on 147 Verified Reviews

3.8 out of 5
65% of guests recommend
4.0 Room cleanliness
4.0 Service & staff
3.8 Room comfort
3.6 Hotel condition
Expedia Verified Reviews
2 out of 5
Recommended
for Everyone
by A verified traveler from Ecuador/Mexico/Australia

THE EXECUTIVE TOWER MUCH BETTER. HORRIBLE STAFF...

Posted Nov 12, 2017
Pros: Location
Cons: Staff Rooms in main building
The main hotel is old and not well maintained. I ended up at their executive tower which is just next to the mail hotel and the room was very nice. The reception and checkin experience was horrible. I had to carry my bags to the next tower while half the the staff saw me struggle, no one was interested on helping. The key did not work so I had to come down to replace it however the person in charge had left and had to wait for 15 mins to get it done. You would say that the old infrastructure would be compensated by friendly and helpful staff, unfortunately not the case.
2 out of 5
by A verified traveler from m.a. Guatemala

Posted Nov 2, 2017
The room in the tower it call "light" was very old, the telephone dirty, no trash, the dryer doesn't work, the building very old and the personal whem we tell them they are not kind. The hotel it no seem a 4.5 stars.
Comment from Hotel Management
Nov 6, 2017 by Gustavo Aizen General Manager, Hotel Management
Dear Guest, Thank you for taking the time to share your feedback about your recent visit to InterContinental Santiago. I am truly disappointed to hear you feel the room selected was no up to your expectations or our standards. We are truly committed to deliver the best hospitality service possible and I regret this time was different. Aiming to improve every aspect of our service, specially our infrastructure and public areas, our hotel is scheduled for a new renovation project which will update an important amount of rooms, completely. We hope to have you visiting us after this process is completed and impress you with the results. We are thankful for your opinion and we will take this as an opportunity to address these inconsistencies in our quality to prevent them from happening during your next stay. Thanks again for your feedback and we hope to see your again soon, Kind regards, Gustavo Aizen General Manager
2 out of 5
by A verified traveler from Montevideo, Uruguay

Don't be fooled by the brand

Posted Oct 17, 2017
Pros: Location. Parking.
Cons: Needs a full re-model and better cleaning.
This hotel is too old and showing its age. Carpets are untouchable. Hot water takes 5 minutes to come out.
Comment from Hotel Management
Oct 23, 2017 by Gustavo Aizen,General Manager., Hotel Management
Dear Martin, Thank you for taking the time to share your review regarding your recent experience at InterContinental Santiago. We regret to hear our housekeeping team failed to service your room properly. I assure you, we will follow up on this issue to prevent any similar situations in the future. Separately, aiming to improve the quality of our services as well as our infrastructure, our hotel is scheduled for a new renovation project which will update an important amount of rooms and related areas completely. We value your opinion and we take this as an opportunity to address any inconsistencies in our services which may end up affecting your experience. Thanks again for your feedback and we hope to see your again soon, Kind regards,
2 out of 5
by A verified traveler

Needs Vast Improvements

Posted Sep 14, 2017
Pros: The location was very nice
Cons: The reservation services is in need of new management and training of existing staff.
Location: Many restaurants within the area.
The experience was very disappointing due to numerous inconveniences encountered during my stay. Nonetheless, the General Manager is seeking to rectify the issues brought to his attention in addressing the appropriate staff in providing better services to all guests.
Comment from Hotel Management
Sep 28, 2017 by Gustavo Aizen, General Manager., Hotel Management
Dear Guest: Thank you for sharing your comments regarding your recent stay at InterContinental Santiago. We regret to hear your disconformity during your visit to our hotel. Our property is scheduled for a new renovation process involving in an important amount of rooms which will be completely updated. Your Feedback is vital to us, we truly appreciate and consider your evaluation. Once again please accept our apologies for any inconveniences we may have caused you. We hope to have another opportunity in the future to get your trust back. Kind regards, Gustavo Aizen General Manager
3 out of 5
by A verified traveler from Vancouver, Canada

Had to wait for room 40 Minutes after Check In

Posted Sep 5, 2017
Location: Starbucks across the street, good thing.. But it is closed on Sundays...
Hi Guys, I had to wait for 40 minutes after the 3:00pm check in time. I explained that I was coming from Canada (18+ hour flight) but the staff at the front desk did not event bother to offer me at least a bottle of water for the situation.. I was only given de wifi code (after I asked for it). Further to this, I asked for a complementary "anything" and they just said NO. It is important to mention that I arrived at 1:50pm at the hotel... The front desk people told me that I needed to pay $50USD per night (5 nights) I wanted a room to be ready for me... Very disappointing. I felt like the hotel staff did not value my booking... If you want me to put this in a formal document (company's letterhead) I would be more than glad to.
Comment from Hotel Management
Sep 7, 2017 by Gustavo Aizen General Manager, Hotel Management
Dear Javier, Thank you for taking the time to share your comments regarding your recent stay at InterContinental Santiago. I am truly discouraged to hear you experienced this delay during your registration with us. This is not the quality service we are used to provide our guests and visitors. I can assure you, we will follow up on this situation with our Front Office Manager and everyone involved to make sure we find an adequate solution. We would like to offer our apologies for failing you during your visit, and we hope to have another opportunity to show a much-improved service. Kind regards, Gustavo Aizen General Manager
5 out of 5
by alejandro

This traveler left a rating score only Posted Aug 2, 2017 on Hotels
5 out of 5
Recommended
for Everyone
by A verified traveler

Nice hotel good location

Posted Jun 23, 2017
Booked last minute was very pleased for my short stay
Comment from Hotel Management
Jun 28, 2017 by Gustavo Aizen General Manager, Hotel Management
Dear Guest, Thank you for sharing your comments regarding your recent stay with us at InterContinental Santiago. It is great to hear you enjoyed a pleasant stay with us. We are truly committed to provide the best hospitality service in the city and we feel rewarded to hear you feel you had a memorable experience. Thank you again for your preference and we hope to see you again soon for another visit. Kind regards, Gustavo Aizen General Manager
5 out of 5
by Lourdes

This traveler left a rating score only Posted Jun 22, 2017 on Hotels
2 out of 5
by A verified traveler from Lima, Peru

Make sure not to book standard room

Posted May 29, 2017
The standard room is in the back of the hotel with complicated access to that building... I had to pay additional in order to stay in the main building... Housekeeping didn't make my room after my first night there. when i got back to the hotel at the end of the day I realized that my room had not been made so I called front desk to at least get fresh towels, which I never got... The service in this hotel is below average... Breakfast is good and rooms in front buildings are good as well.
Comment from Hotel Management
May 31, 2017 by Gustavo A., Hotel Management
Dear Ernesto, Thank you for sharing your comments about your recent stay at our hotel. We are truly disappointed to hear you experienced these inconveniences during your stay with us. Undoubtedly, this is not the service level we are used to provide our guests and for this I would like to apologize on behalf of everyone at InterContinental Santiago. We are scheduled for a new renovation process that includes a considerable amount of rooms and after this process is complete our service will exceed your expectations. Once again, we apologize for failing to make your stay memorable. We hope to earn back your trust so you can come again soon. Kind regards, Gustavo Aizen General Manager
5 out of 5
by Alfonso

FANTASTIC experience at The Intercontinental

Posted Apr 4, 2017 on Hotels
This is one of the best hotels I've ever stayed at. The concierge service, as well as the front desk staff were absolutely EXCELLENT. Best location in Santiago for either business or vacation. My wife and I are still talking about how helpful the staff was.