W Santiago

Had a wonderful milestone birthday celebration stay in Santiago which started and ended with service at W Santiago! IASNAIA FERRER with customer relations and JUAN PABLO in restaurant during brunch are the absolute best! They made sure I felt special and gifted us with couple bottles of Chilean wine. The spectacular room with balcony is exactly what was needed. May have to circle back in a couple years!

A once great hotel, neglected beyond recognition. We travel to Santiago a few times a year, and had stayed here a handful of times before. Although the property has been showing its age for a while, we had never had as bad an experience as we did this time. We were there for 7 days and it felt like each day brought a new issue. On day one, we realized the shower in our room was broken and we couldn't get hot water. We told the reception we could only get lukewarm water and they said they'd tell maintenance. Nothing changed so for a second day in a row we had to shower with cold water. On day two we more sternly complained and they did fix it through some major plumbing in our room that included replacing the shower faucet. We made the mistake of using the hotel's laundry service the day before attending a wedding. My two piece suit came back covered in oil stains in the front, back and inside of both jacket and pants. We only realized this had happened the day of the wedding so I had to attend the wedding with a stained suit. The hotel took the suit back and 48 hours later returned it with most (but not all) oil stains removed. We were still charged for the dry cleaning. On day 4 we got to the hotel bar at 10:15 and were told we could no longer order drinks because they close at 10:30. We went upstairs to the rooftop bar which was also about to close but we decided to hang by the pool. I needed to use the restroom but both men's toilets were disgustingly clogged. Something the staff didn't seem to care about as they kept using them. If you're thinking we could've gone down to our rooms and used the toilet in our room, that's what we did but this hotel is an elevator maze. You have to go down from the rooftop to the 4th floor, and then up again to your room through a different elevator bank. The following day, someone had puked in the entrance to the hotel which we had to walk through to get to the elevators. That same day we had to call the front desk because one of the elevators was broken and we couldn't get it to read our room key to go up to our floor. Finally, upon checking in we were told we had a 'long-stay rate' that included a discount at the hotel restaurants. We explicitly asked if this included Karai Restaurant and were told it did as long as we charged it to our room. Upon check out we were told that wasn't the case and the discount didn't apply. When dealing with the shower issue we were told the hotel would compensate us for the issue when we checked out, and we were also told we wouldn't be charged for the dry cleaning fiasco. Neither of these compensations were honored upon check out but by then we just wanted to get out of there and didn't have any energy to keep fighting this property. Overall, this was an unpleasant and stressful 7-day stay at a property that is neglected and in serious need of a full rehab. The only positives are the staff are mostly kind and trying to make the most of a bad situation, and Karai Restaurant is among the best in Santiago (but you can always dine there while staying somewhere else). As one of Santiago's most expensive hotels, the W no longer lives up to its reputation and can't really justify the price. Stay elsewhere.

This hotel was just amazing. The level of service and support during our trip to Santiago was exactly what you expect from the W hotels, but the team exceeded our expectations and went above and beyond our expectations. We had an amazing experience starting with Daniela from the concierge team making sure we have early check in or upgrade, and restaurant reservation, then with a smooth check in with Paula and Bruno. The staff is very friendly and helpful. The room was spacious and the hotel is beautiful. Location is great as well. I will write a great review for this hotel and it is based on your service.

Fabulous hotel with amazing staff. I have never stayed in a place more friendly, and they were always at your service and willing to help. Beautiful facilities with lots of restaurants nearby, including little mini markets to get snacks and water for the room. The gym is a public gym, so there were lots of people, lots of equipment and even classes on offer. The room was clean and comfortable. Truly, a fantastic hotel.

Spent a number of nights in this hotel during my recent trip to Chile. Really loved it. The rooms are extremely well appointed and the decor is stylish and smart. Staff for extremely welcoming and the rooftop bar has tremendous views of the city and the surrounding mountain area Would stay here again in a heartbeat. Thank you so much.