The Ritz-Carlton, Santiago

Excellent Club lounge with breakfast, lunch and dinner offerings. Special thanks to Catalina and Chris. Hotel is in great condition with large indoor pool and a small gym. Location of the hotel is very good. All customer facing staff speak English.

I run a tour operator in Santiago, and on January 30, 2025, I had a service with two hotel guests. As always, I arrived a few minutes early and approached the concierge desk to ask if I could use the restroom before starting the tour. The lady on duty responded that guides and/or drivers are strictly prohibited from using the facilities. Honestly, it was quite an uncomfortable situation, to say the least, especially considering this is a five-star hotel where (in my opinion) service and quality should come first—particularly given that the tour that day was for their own guests. Extremely disappointed, and needless to say, I will no longer be recommending this hotel to any of my clients.

Consistent 5-star staff and service at this hotel! The concierge team is amazing. Christian is so friendly and knowledgeable. Super spacious room and comfy bed with fabulous sheets. Beautiful rooftop indoor pool, and outdoor deck area. Amazing place to watch the sunset. Nice gym area and bar. Not much around this location. Takes about 30 minutes by Uber to get downtown.

I felt like the staff was Ritz-Carlton level, but not the hotel. The staff were very attentive and we were greeted by multiple people every time we came in and the concierge was so helpful with sightseeing and restaurant recommendations. We used the hotel car service a couple of times and it was a nice service and very fairly priced. The rooms just seemed a bit tired. They were perfectly fine, but nothing special or luxurious about them. The decor was bland. The bathroom was great with a good amount of counter space and the shower and tub separate. The rooftop pool and bar area and the spa area were lovely and definitely felt special. Overall, it was a great hotel, it just seems like the Ritz-Carlton name was put on the building without changing anything from whatever brand it had been before.

The hotel was fine. Rooms were nice and we slept well. Restaurant service is outstanding. And in fact, the top floor pool and fitness center was quite lovely and very relaxing. But I just found the degree of deferred maintenance and upkeep really surprising for a Ritz-Carlton. Highly scuffed doors, elevators, etc. EVERYWHERE. The place just looks like its better days passed a long time ago and the sense of being in a very tired hotel was pervasive. When I looked around the neighborhood and saw other much lower-priced hotels that were probably in much better shape I realized I had been had, paying only for the hotel brand name, but not really receiving much in return.