Enjoy Santiago

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 be able to bathe. 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 they were short on supplies. It does not have a minibar available, you have to call reception to request what you want and they charge you instantly. They take 50 thousand pesos as a guarantee per night. If you go with minors under 18, forget about the restaurants, you only have access to the only one that is outside the ******, it only serves Chinese food and is not open every day. The rest you are forced to order room service and the menu is super limited. They do not 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 comes with the room, as well as the view. The TV is old, it is not HD, that is unforgivable, and not having Netflix 🤣 unforgettable; Anyway, you can still watch TV. The maids are very friendly as is room service and reception. The room temperature is too high 25.5 I had to sleep with open windows which is not ideal. Standard room spacious and nice, there was no superior but they only change the floors (the higher the better the category) Buffet breakfast is quite complete There is valet parking! Wonderful, every time you want you can request your vehicle with a code that they give you. The spa is 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 bar in the pools that is super good. At check out I recommend doing it very early or wait for them to take you out of the room because otherwise you will have to wait in an endless line. In the same way I recommend the hotel for couples 😉

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 for supporting the head, but for lying on. When I asked for a change, the receptionist said: we will look for them and if there are any available, we will send them to you. They don't arrive. I call again and ask if there is no room available to change to. They say there is, but on the 2nd floor (what is the problem? I ask: "the noise" they reply). 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 the reception. Open-air stairs with a large canopy to shelter from the sun; but for those of us who use the platform, no shade or protection from the wind (usual) or rain (rare). The first information from the receptionist is that check-in is 1 hour later; that is, no flexibility for early check-in. The hotel wrongly informs that you can have a coffee in a restaurant in the hotel outside the ****** (when we arrived it was closed to the public and we had to go back). 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 entrance. Nor does it tell me which side of the reception the bank of elevators is on. Bad food service times. At 7:00 pm the restaurant inside the ****** only offers dinner. They send us to the ****** bar, which is closed! The only alternative: order to the room. One of the ingredients of the sandwich arrives in poor condition (at least they change the whole sandwich). We order 2 teas, but only one jug of water comes. The tray needs painting. The duvet 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 dents in various places.