Rio Serrano Hotel + Spa

Gorgeous view. Beautiful grounds. Comfortable room. Great service. What’s not to love? We booked this hotel because we couldn’t get Hotel Lago Grey. But after seeing both, we are glad we are staying here. It’s only 30 minutes to Lago Grey by car. And this hotel looks much more comfortable. This is a popular hotel and quite a few people we ran into in the park stay here, for good reasons. The hotel also owns the only garage in town in case you have car trouble.

The hotel is located in a highly scenic river valley just outside the park entrance, and has an incredible view of the Paine Massif with Paine Grande and Los Cuernos at the featured angle, with Grey Glacier off in the backdrop. The grounds are amazingly beautiful, as well, and you can hike along the Rio Serrano if you wish. We visited right on the cusp of high season and had half good weather days and half marginal weather days. The weather changes very, very fast here so set expectations accordingly. Most outstanding is the food menu, which is the same for lunch and dinner, although we ordered a bag lunch for all but one day. The RestoBar (De Agostini) has excellent food, as well, and a bit of a different menu than the restaurant upstairs (Qawasqar). Amazing options at the restaurant were incredible short ribs, ribeye steak, and king crab cheese bake (choupé), ceviché, and seared tuna, among many, many other incredible options. Beds in the room were super king-sized and a great place to come back to and rest after a hard day's hiking, not to mention the incredible view of the Paine Massif always out the window. One day returning for the Torres Mirador hike, my feet were so beaten up that I could barely walk. The concierge team helped me with my pack and poles up to the room, and all I had to do was take my body back up to my room on the elevator! So caring and helpful was the staff. I stress that it would be well worthwhile to book the room with the board (all meals) option. Meals from the generous menu are expensive ala carte (but not bad at all when compared fine dining in the U.S.), and it is no absolutely problem to get your money's worth out of the bar and restaurant. Not many items of alcohol and no food items at all are marked as "premium" items, except maybe on or two things at most. We gladly accepted the 10% service charge on each restaurant check, as we found the table service to be quite good and the staff deserves to make a good living for work very well done. We used a friend/guide instead of the excursion provider, Massif, for all but two excursions, but we didn't get completely all-inclusive which includes the Massif excursions, aw well. Remember the three levels of stay: Room Only, Room with all meals, and all-inclusive with excursions included. This seems to be the best option and best value among the higher-end resort options in and around the park, and we will for sure be returning when we visit beautiful Patagonia again!

This hotel is perfectly located at the entrance to "Torres del Paine" park. The room was large and comfortable. The bed was also large comfortable. The breakfast was exactly what we have asked for. The WiFi was perfect as well as the indoor pool. The only problem we had was with the water sprinkler system which is fixed in a narrow bath tab. It must be flexible to allow it to reach all parts of the body. This could be fixed very easily

Let me start by saying I don’t do a lot of these reviews but I felt this feedback was very important. Hotel Serrano is a lovely hotel but they fall completely short if you become ill and need assistance . We paid for room and full board (all inclusive) at the hotel - which is fairly expensive at about $1500 a night. Unfortunately my husband and I became sick with covid - body aches, fever etc. I asked the front desk if I could get water or food delivered to the room as we were sick AND didn’t want to spread the virus. They simply told me “we’re not set up for that”. I asked a couple times….I had to leave the bed several times to trek down to the lobby to get water so we could at least stay hydrated. We went without food. First day. They offered little to no assistance for two to three days …this felt like pretty bad service at $1500 a day. Concierge didn’t provide much help either with modifications to flights etc….i had to rely heavily on my home travel agent for that assistance. Only after my travel agent complained to the hotel did the customer service person reach out but this was our last day and felt like too little too late. We had two - three days of struggling to get simple water and food when we were feverish and should have been isolating. I have to say that it was a customer service fail - when the chips were down. I’ve never such indifference when I needed assistance. Very disappointing and expensive for what was offered.

We had an unbelievable experience at Rio Serrano for three nights. Incredible views, insanely fresh and tasty food, nice staff. And we had perfect weather as a bonus! Our only regret was not having a car, as that required us to book expensive transfers through Massif, the travel partner located in hotel.