Aiden S.
Yelp
Terrible service from about 1/4 of their staff. Don't get me wrong, our check-in staff, breakfast waiter (on the first morning - not the second), and spa staff were excellent. But a number of staff members are so unprofessional that you will not feel welcome.
To provide one of many examples, at the pool we ordered a glass of wine and, after we told the staff member that the glass was very dirty, he brought another glass and poured the wine from the filthy (it had food stuck inside it) glass directly into the new glass, rather than just give us a new glass of wine. When I told him we wanted a new glass without wine from the dirty glass he was offended.
Another example is from breakfast-every day we were told our breakfast was included, but when we checked out of the hotel we learned for the first time that we had been charged because the reservation was only for one person. I understand the mistake, and have no problem paying for breakfast, but it is wrong to tell me that the breakfast is included each time we go to breakfast and only spring the bill on me days later. They clearly realized the mistake before we ate breakfast because one morning we arrived for breakfast and treated us with extreme suspicion when we told them we were two people from room 608.
Yet another of many examples is our checkout process. At 0945 our last day, a staff member came to our room as we were packing, demanded to know if we had taken anything from the minibar, and then told us we had to check out that day. Again, at checkout, after the staff sprung on us the unexpected breakfast charge (which they knew we were not expecting because they only brought the breakfast charge to our attention and not our many other charges), they again asked us if we took anything from the minibar. Then, two days later, they sent me an email with a $5 charge for a snack from the minibar. We never took anything from the minibar and would have no problem paying five bucks if we had. Worse though was the suspicion and lack of professionalism they treated us with. Rude!
This was the most unprofessional treatment I have received at a luxury hotel. Let me be clear, there were many great things about this place - I had an incredible massage, loved the indoor pool area, it was a pleasant walk to the San Cristobal cable car, our concierge and the person who brought our bags were so friendly and helpful, and many other staff were also really professional. But when 1/4 of the staff experiences are rude, treat you with contempt, and nickel-and-dime you over stupid charges, you walk out feeling unwelcome. It's definitely not a cultural thing and not a matter of recruiting staff from cheaper establishments - we stayed at a number of other Chilean hotels on our trip, many of which were not luxury hotels, and the service at all of them was far superior than the treatment we received here. The management needs to get their act together and focus on training. I hope they do, because this hotel has a lot to offer.