Rated 2 out of 5 by Cris Unsatisfaction
Pool was cold
Men Humid sauna did not work
Heating system in room 317 did not work
It was imposible to call the concierge by phone
After going to the lobby to ask for assistance, a person came to the room, but did not solve the problem. Told would come back, but didn't. The room was cold all night.
Breakfast was bad, too bad for a"luxury" 5 Star Hotel. No good bread, no good cheese, no good ham, no natural juice, no bacon, no pancakes, etc
May 27, 2013
Rated 1 out of 5 by ValM Beautiful Location - Horrible Service
The hotel is halfway between Villarrica and Pucon on the shores of the beautiful Lago Villarrica. While the property is very nice, the service and facilities absolutely do not justify the high price. In addition, this hotel and some of its staff do a huge disservice to the SPG brand which we value. We have stayed at all SPG brands around the world and I am a Platinum member.
The good: Beautiful location, Soledad and Marcos (see below). Unfortunately, that’s all of the positives we could think of.
Upon check-in at 2:30pm on Friday, February 15, receptionist seemed stressed and unsure as to whether a room would be available or not. We received no smile or pleasant greeting from the lady at the front desk, just a surly expression. We had to ask about everything – did she have a map of the city, what time was breakfast, where was breakfast, how about the internet (were told that WIFI is only available in public areas of hotel). As like any other MOTEL, the receptionist just gave us the room key card and nothing else, no information, nothing. Thankfully, one of the porters (maybe a concierge man) informed us that a cable was necessary to access the internet in the room. He promptly gave us a cord for which we were thankful.
Despite having asked days in advance, we got a standard room on the second floor (lake view partially obstructed by trees). When asked about a possible upgrade, we were told nothing was available and the hotel was full. OK, thank you. Again, we had to ask what would need to be done to get an upgrade and by when. No proactive thinking by receptionist.
We can also not understand why only one receptionist would be at a desk for a hotel with 6 floors of about 20 rooms per floor and at full capacity. Surely, this must have added to the receptionist’s stress and possible frustration.
That evening, we came back from dinner and noticed a different receptionist, Soledad. We asked her about a possible upgrade and she finally mentioned to us that she would make a note with reservations and that we could probably get upgraded to a junior suite by Sunday (two days into our 4-night stay). We were happy as this is all we needed to hear. In addition, we were wondering about the champagne other people were drinking and the glasses and bottle next to reception. After explaining that none was offered to us at check-in, she apologized and had Marcos pour us a glass. Unfortunately, the champagne was at room temperature.
After two days of our stay, we were told to leave our luggage in the room and that it would be transferred to our junior suite (which was not ready when we left the premises to explore the surrounding area). When we got back to the hotel later that afternoon, we were given a key card to the new room and were told the luggage would be put into our room shortly. Why was the luggage not in our room already?
While the room on the second floor was nice, it certainly was not the cleanest. The hallway area around the entrance was dusty and appeared to not have been cleaned in a while. One of the glass shelves above the sink had obvious water and soap stains from previous guests and was not cleaned. A stale cookie which we assume was meant to be a welcome present had to be thrown out as it was simply not good.
The junior suite was nice, but why was there a huge open space in the living room? The sofa/couch was missing. In addition, the A/C did not work. Marcos (who helped us 2 nights ago because the initial internet cable did not work and needed to be replaced) once again came to our rescue and promptly organized a sofa for us. He also fixed the A/C for us which turned out that the breaker was in the “off” position. Later that day we found out why the A/C breaker was off; the A/C could not be controlled and it either was freezing cold in the room or it had to be turned off altogether.
The best part about this very limited buffet was the egg station. The eggs were great, yet the lines were long. Again, why would you only employ one person cooking eggs for 100+ guests? The pastries were old and stale. Please do us a favor and try them. We are certain you would not be impressed at all. In addition, breakfast was plain, uninspiring and not much different from most three and four star hotels we have stayed at throughout Chile and Argentina.
You may think the criticism is a little harsh but the review is commensurate with our expectations of the SPG brand and our experience staying in SPG properties around the world. The hotel is beautiful, but the price/service ratio is way off. We do not know why this property is part of the Luxury Collection and the price we paid (points and cash) was too high in comparison to other properties in Chile. In addition, had we paid the full price (i.e. above USD500/night) the review would have been much more critical.
We hope SPG will pay a visit to this property and invest some time to properly train its staff in customer service and cleanliness to help them understand what an SPG Luxury Collection is all about.
February 26, 2013
Rated 3 out of 5 by traveljunky61 The lake view is beautiful
We thought the hotel was beautiful and the view of the lake and volcanoes in the distance was great. The Villarrica and Pucon area were wonderful. We were unsatisfied with the room cleaning staff at the hotel. We had to ask for towels almost every day and only some days we were given clean glasses to use- this poor service was even after we tipped generously.
We did not feel we received the value and service comparable for the cost of the hotel.
March 11, 2013
Rated 3 out of 5 by Chimblit Disappointing - not luxury.
Hotel in great location with good food. Comfortable room let down by a number of maintenance issues - air conditioning not working (reported but no action taken), faulty bath plug, no plug for wash hand basin, flush mechanism for WC lying in pieces throughout our stay, bathroom door handle loose, and room key had to be reprogrammed twice. No bar service at the pool (despite mention in information book) and the outdoor pool filthy. Windows in restaurant not clean. We enjoyed our stay but were surprised at the lack of attention to these items in this class of hotel.
December 2, 2012
Rated 5 out of 5 by Octavio1977 Overall, good experience
We had a great time at Villarrica, beautiful hotel, excellent spa...kids had a lot of fun at the kids corner with eastern related activities.
I just miss local food at breakfast, like marmelades or jams...as I tried some but they were industrial ones! Take advantage of the area and get local.
April 21, 2014
Rated 5 out of 5 by Alex7 Great location and great staff!!!!!
My wife and I love the location of the hotel and have been going there for the past 5 years. The staff is great and friendly. This is the kind of hotel where you can really relax and they take care of everything for you. I fully recomend this hotel
February 15, 2013
Rated 5 out of 5 by Ani76 A great surprise near home
We live close to San Martín de los Andes in Argentina, only a 3 hour drive from Villarrica Park Lake, so it was great to find a beautiful place where we can escape to for a relaxing weekend or short vacation. We had a wonderful time!!!
July 15, 2013
Rated 5 out of 5 by maybback Absolutely Beautiful!
Great facility in a great location, close to Pucon, Villarrica, the volcano, lakes, waterfalls, etc. Have traveled the world and this was one of my favorite locations, a must for active travelers who love to explore.
March 10, 2013