What a disappointment
Posted Mar 12, 2016 on Hotels
The hotel was a nightmare from the beginning. First, the hotel did not show up to pick us up from the airport (even though they had assured us via email that they would be there to pick us up). When we called to ask where they were upon our arrival in Santiago, the hotel told us the driver was no longer coming and to just take a taxi. The taxi ended up costing us three times what the hotel was allegedly going to charge us. Next, we checked into the hotel, and having just arrived in the country, we needed change for 20 pesos to tip the bellman. The front desk told us that they didn't make change. After checking in, the bellman took us to our $400/night terrace suite, which is a nice sized room, but not exactly a suite. We immediately noticed how hot the room was. We keep the curtains closed at all times, and the room never got below 20 degrees. The food on the breakfast buffet is lousy, and the staff is overworked, so it is difficult to get coffee or juice. On our third day, the lobby staff was rude to our tour guide and wouldn't let her use the lobby bathroom. On our fourth day, the front desk called to ask us why we hadn't checked out yet (even though we were booked for one more night) and demanded that we prove that we were booked for one more night. On our last day, the hotel tried to charge us at checkout for an additional night and for the breakfasts for which we had already prepaid. We have never been treated in this manner by an allegedly 5-star hotel.