Rated 2 out of 5 by ecuhct Trendy and nice hotel but staff responsiveness could improve
great hotel facilities, really cool designed rooms with excellent views onto the city; nice soft beds with good duvets and comfortable pillows; a bit dark for working in the evening by telephone desk
The suggestion I would make is for staff to improve speed of response; I've stayed at the hotel over 25nights and there were many occasions I waited more than 1h for room service; also the hotel has recently lost my pair of jeans and instead of taking the responsibility they have been sending empty apologetic emails - not something I would expect from a world class institution
May 3, 2016
Rated 1 out of 5 by Dianne14 We were taken advantage of by the W Santiago
My husband and I were on a wonderful cruise that went from Buenos Aires to Santiago, Chile. We made reservations to stay at the W Hotel for the night of February 15, 2016 when we were to finish our cruise with a nights stay in Santiago. We were so excited to be able to stay in another W hotel.
On February 7, when we were on a tour to Volunteer Point in the Falkland Islands to see the King Penguins, a Range Rover hit my husband and ran over his ankle. His Achilles was completely ruptured as well as having a double open fracture. We were evacuated to Stanley by helicopter and then we were taken by Med Jet to Santiago, Chile where he had surgery.
While in Santiago I needed to stay in a hotel for 7 nights and be near the hospital. The W hotel is nowhere near Clinica Allemana so I chose a hotel closer to the hospital.
I tried so many times on the internet to cancel our reservation for the night of February 15 to no avail. I had a most difficult time with the computers and could not get to where I needed on the website to cancel the reservation. I then asked the clerk at my hotel to help me call the W to cancel my reservation. I was told by the W I could cancel through the hotel but I would lose my points and cash but, if I cancel on the internet I wouldn't be charged for the night. I kept trying and still couldn't cancel the reservation. I have documentation through the cruise line as I told them I couldn't get the reservation cancelled.
When we finally arrived home my husband and I continued to try to have our money refunded. SPG was great and returned our points to us. The W hotel would do nothing of the kind. After all the trama we had been through and continue to go through, they were so cold hearted they would do nothing for us.
We found the people of Chile to be some of the most wonderful caring people we have ever met. It is such a shame that the General Manager, is not one of them. Is it really worth the money you charged us to get such a poor recommendation for your hotel and damage the W reputation?
April 23, 2016
Rated 1 out of 5 by AndyCB Utterly Awful Experience
This hotel confuses disdain for hip. Customer service existed only in someone's imagination. Being Ambassador level meant nothing to them. The staff had no clue what restaurants were open and when (or to what age groups - after being told the rooftop terrace was open, we were asked to leave after 5 minutes because of a "private event", which the front desk then said there is no such event planned, so the GM escorted us back to the terrace, where we were again asked to leave after 5 minutes because our kids were with us). Repeated calls for room necessities went unfulfilled (e.g., no coffee makers in the room - the table tent instructs you to call housekeeping for one, but don't count on it arriving). Rooms are no better than an average Aloft - nice big windows, but lit only with a small desk lamp and bedside lamp. If the sun goes down, the bathroom is the only real source of light. To the hotel's credit, the neighborhood is fantastic with many good restaurants. After this experience we cancelled all later stays to move elsewhere.
April 11, 2016
Rated 5 out of 5 by Alex9170 Couples escape
Thoroughly enjoyed our stay at the W, there was a little mix up about which room we had booked at the beginning but then every thing went smoothly. My wife enjoyed the pool and the massage facilites and I enjoyed the bar at night!
Lighting is a little dark in lobby areas but other than that this hotel is great
March 28, 2016
Rated 4 out of 5 by aleyasuda Ok
It is confortable but the concierge has to improve its job. I asked to make a reservation in a restaurant and it did not have been done!
August 1, 2015
Rated 5 out of 5 by aleyasuda This is a very confortable hotel
Very confortable hotel but the Osaka Restaurant is always full. I suggest the guests have priority pass for the restaurant.
July 28, 2015
Rated 5 out of 5 by Paula001 Great Stay
This was my first trip to Santiago and the W hotel was a great place to stay while exploring the city for a day (the hotel helped me arrange a private car for a 4-hour tour and it was very reasonable) and as a base for working. I was at a conference at the hotel and it was convenient and professional. Food was excellent. It was helpful that everyone spoke English well because, sadly, I haven't learned Spanish yet (but hope to do so). The driver for the tour recommended a restaurant and suggested what to order for dinner, and he definitely gave me great advice. Dinner was a classic dish (I don't know what it's called but it's a corn, meat and onion pie and it was delicious and it was nice to eat some local food in a small restaurant about a block from the hotel (there are many small restaurants near the hotel).
July 8, 2015
Rated 5 out of 5 by btm17 location
Great location and restaurants
May 14, 2015