"W is best avoided"
The hotel is looking tired. We had a "Spectacular" Room - which is listed as having a terrace - which it did, but with no furniture to sit out there, some wooden benches that badly needed painting and a view of nothing but a gutter filled with cigarette butts. The web suggests resting on your chaise in the room to enjoy the view of the Andes. No chaise, in fact nowhere to sit and watch tv except on the bed, and of course - no view. Generally the room was marginally clean, except for the dirty shower that got no better during our stay, but needed minor mtce, for example the hinge on the bar fridge cupboard door was coming loose, curtains were frayed etc There is no main room lighting which meant unpacking by torch light. Only one bedside lamp so it was either choose who got to read at night or ask for another light - we asked and were told the rooms only come with one bedside light, but if we really wanted one they would see what they could do. The hotel does not have a "Service" culture. Staff ignore you until you make an effort to do something, then rush in to offer assistance, too late. The breakfast door "greeter" took the room number and nothing else, leaving us to find our own table and when we went to get our own coffee is when the staff arrive to "help". This lack of service is evident through out. We watched the chef at breakfast, under the watchful eye of the duty manager, use his ungloved hand (the gloved hand was holding the serving fork) to pick up diced fruit that had fallen from bowls and PUT IT BACK IN THE BOWL. We chose not to have any fruit during our stay. We enjoy funky hotels, but only when they come clean, well maintained and with service. The W Santiago has none of these and staff training is also sadly lacking - the "Welcome" desk people could not tell us when the restaraunts were open. Our driver tells us the Ritz Carlton is a better bet for our next tip.
"Hotel is nice but nothing worked"
I stayed one night in this hotel. Location is good, within a modern area packed with restaurants. The lobby is on the 4th floor but there are several sides to the building and each side has a set of elevators. Elevators to go to your room are different than the ones you take to go to street level and those are diferent from the ones you take to go the other side of the street.. gets a little confusing. The decoration is nice, contemporary. My room was small. Ac did not work I called at 6pm to report it. By the time I got back which was around 9pm still didn't work. I called the desk several times most of which the girl in charge chose not to answer, to finally be told at 11.30pm that another room was available for us but had to move everything (all the luggage) ourselves (my small kids and myself) at that time of night. I found that simply rude. At last they gave me another room and let me keep my things in the original one. Is was 12am! I woke up with a notice from the desk: no hot water for the entire day. They gave us free breakfast for the inconveniences. Although the breakfast buffet was spectacular, I must say, it did not make up for the lack of sleep, comfort and service from the night before.
"VIP experience for SPG Platinum Members"
As SPG Platinum members my husband and I have stayed at SPG properties all over throughout Latin America, North America, Asia, and the Middle East. Staying at the W Hotel Santiago by far was one of the best VIP experiences and best customer service we've had! Upon getting out of our taxi at the W Hotel, the bellboy warmly greeted us, shook our hands, and introduced himself. That is the first I've ever seen a bell boy shake my hand. Upon check-in late at night when our flight got in, we were upgraded to a large suite that they had reserved and saved for us. The room had a separate living space and extra bathroom. Both the bedroom and living room had floor to ceiling windows framing Santiago's skyline views with the snow-capped Andes mountains as a backdrop. What a view it was! Upon entering our room, we saw that the hotel staff wrote a personalized hand written card welcoming us to Santiago, and attached a bottle of Gatorade and running map of Santiago. My husband had noted prior to making reservations that he wanted to go running in downtown Santiago so they remembered that and included the running map and Gatorade! It's truly the little service touches like this that make a huge difference. Breakfast was included every morning. It was a thorough breakfast bar with fruits, a fresh juice bar, cheeses and meats, pastries, pancakes and waffles, and hot plates like eggs, sausages, a coffee and tea bar, and light meals. I thought the food was very good with lots of variety. I don't understand why people complain about the menu being the same every day when there is a lot of variety to choose from - such first world problems! Other things to note: -The SkyBar on the rooftop is incredible! I wish it was warm enough to use the pool. But loved sitting out on the skydeck drinking our glasses of wine included as free drinks upon check in, to those jaw-dropping skyline views of Santiago and the snow-capped Andes mountains. -The Wherever, Whenever service was on point. Need another hairdryer' No problem - house keeping brought it in 5 minutes. Need umbrellas' No problem, ask the concierge desk. My only suggestion for improvement is for the W Hotel Santiago to be more detail oriented when it comes to late checkout for SPG Platinum members. We had been locked out of our room after 12 noon even though we had late checkout confirmed and had to get new keys. And the housekeeping team kept knocking on our door to clean the room not realizing we had late checkout. And unrelated to the hotel, beware of Taxi Cab scams in Santiago! We had a fake 20K Chilean Peso bill swapped by a cab driver worth $30USD. Always trust your gut instinct (like an overly elated cab driver) if something doesn't feel right. Thank you W Hotel Santiago for a first rated stay and VIP experience. Your hotel and team made our trip to Santiago unforgettable.
I am used to stay at W Santiago hotel for years. I am feeling the old style ... no more the W famous and out there. Breakfast is great , diner fine but the bar is missing something . Service no longer luxury at all. Unacceptable for the rate.
"Trendy hotel with 'beautiful people'."
The W delivers everything you could expect of a hotel of this calibre. Spacious modern rooms, a trendy rooftop bar and a buffet breakfast featuring green juices and morning smoothies, as well as the more usual breakfast fare. The only downside is the location, in the business part of Santiago. There's not much to walk to outside the hotel.
Credit cards accepted by the hotel: Visa - MasterCard
Check-in: 3:00 PM , Check-out: 12:00 PM