W Santiago

We were with a group of friends as a personal trip. Me and my husband stayed at W hotel and my friends in another hotel. We decided to make a reservation for the restaurant (Karai) of the hotel before our departure. Due to the size of the group, they informed that we would need to choose the menu in advance as a “pre order menu” but they never informed something about the consequences of cancelling the reservation or in case of “no-show”. Before dinner, we were at the bar of the W hotel in the roof top, we were drinking and we were enjoying a lot. Since part of the group (me and my husb included) had a flight back to Brazil, my friends decided not to go the restaurant in the very last minute, so I was trying to manage the desire of different 10 adults since they had agreed to go previously. The restaurant started chasing me during this process then I informed them that they changed theirs minds about going to Karai. The person started saying that all the meals were prepared and waiting for us (quite weird since it is Japanese/Asian cuisine – does it supposed to be made fresh, right?) and I apologized saying that unfortunately they would not go. The restaurant kept sending messages and calling me – even during the time I was at the airport waiting for my flight back. I decided to no answer any of the messages anymore since there was nothing I could do at that stage. The day before, they sent an email informing me that I would need to pay for the entire menu (i.e. all meals, all drinks, tips and VAT). Then I realized that I would need to get some advice from my lawyer in Brazil since paying for the entire menu (100%) was not making any sense. Before I could have the chance to talk to my lawyer, the worse experience ever happened to me: THEY CONTACTED MY WORKPLACE USING THE COMPANY BASED IN CHILE (I live and work in Brazil). I was informed by the secretary of the CEO Brazil that W hotel was claiming support from the CEO in Chile about the situation. Clearly trying to damage my professional reputation and trying to harm me professionally. To make it clear, the trip did not have anything to do with my professional life and I did not use any connection to my workplace when booking the hotel. You can imagine the consequences that I was exposed due such irresponsible action! I needed to explain everything that happened in a personal trip for the management of the company in order to inform my side of the history – I made a reservation at the restaurant and unfortunately, I was unable to go. My honesty, moral principles were severe questioned, not by the people that I work for (that thank God are very reasonable people) but implied by the action of W hotel. As I said, this was the worst experience I ever had in my entire life during a trip!!!

We had a great time, thoug the rooms need a bit of update. Breakfast was ok, good service from the team at arrival, check in and at the restaurant, it feels though as if the hotel is loosing its style or it was better few years ago, hallways seemed a bit dated

We (@wolfestreettravel on Instagram and wolfestreettravel.com) stayed at W Santiago for two nights during a month-long trip through South America. Great area, cool rooftop bar, but otherwise a little underwhelming. We booked a Spectacular Guest Room category, and it wasn't spectacular. It was actually pretty small. And the bathroom glass shower door was problematic. Maybe just visit the rooftop bar and not actually stay there?

Cannot say enough great things about my stay at the W Santiago Hotel! The entire staff so hospitable, friendly, professional! Very comfortable room with fantastic view. The atmosphere was amazing! Rooftop bar/music off the charts with a spectacular view! Breakfast buffet had everything you could want for including gluten free/vegetarian options. Sad to leave! I’ll be back!!

This hotel is a touch on the strange side. Not bad, not great, but strange. Attention to detail was not as good as expected. First of all, the general atmosphere is Hip And Trendy(tm). However, in trying to not be your average hotel they made some unique choices that aren’t necessarily better. Some examples: The lobby and reception are on the 4th floor. The lobby layout is fragmented and disorienting. The shower controls are unconventional to the point of being confusing. The decor is very dark. The room layout isn’t the most intuitive. Having said all that, the basics of the hotel are actually really good. The bed was very comfortable. The service was attentive. The food was great. There are some details that were disappointing, though: while attempting to adjust the shower head because it was too close to the wall, I found that it was extremely dusty on top. The faucet handles were either not installed correctly or were broken. There was no towel rack/hook/etc. near the shower. The cover for the running light behind the bed fell off unexpectedly (fortunately I was on the other side of the room). Not bad, but not as good as I expect from a Marriott luxury hotel.