Disappointing on all levels
Reviewed 22 December, 2018
I was looking forward to a break at this hotel; particularly attracted by the thought of the spa and some good food and wine. Sadly it disappointed in everything. When I enquired at 2pm about a massage, there were no appointments available for any time. This despite there being no obvious activity and few guests about. Staff were uninterested and offered no explanation of why (not due to any language barrier). The food and beverages in the spa are limited (not even fresh fruit juice). There is nowhere to comfortably take a coffee in the hotel, not even a lounge area. The only restaurant in the hotel was shut in the evening, so I had to take my dinner in the tacky oversized casino restaurant, which served a mediocre steak with poor service. The wine by the glass was ok though. Having witnessed the chaos of guests checking out, I decided to check out in the evening to save myself time the next day. This took over 45 minutes with their ludicrously complicated system and poorly trained staff. Sadly, it is obvious that this hotel is being badly mismanaged and desperately needs a good General Manager to turn it around. With one exception (a great service at check-in) the staff were universally disinterested and miserable. To be fair, I think I'd be pretty miserable if working in such a badly run hotel. A great disappointment.
Poor quality-cost ratio
Reviewed 10 December, 2018
Expensive rooms for the price. No in-room basic mini bar (You must call and wait 30-40min to buy a soda or chips) Not sure if on purpose to get people to check out early, but central air conditioning was turned off in the morning, front desk also called before 9am, waking you, to advise of noon checkout. The morning sun hits hard. Woke up sweating in that oven of a room at 8:00 am. Italian restaurant was only ok quality. Re-heated dishes. Decent wines were very expensive. We don’t plan on returning.
Beautiful place in the mountains
Reviewed 29 August, 2018
This hotel is top notch. Beautiful rooms, grounds, and views. Service was great, though there was a decent sized English barrier. Despite that, everyone was very patient and we were always able to figure things out. Quality of room service food could be improved for the price, but that's really the only minor complaint I had. Stayed two days, would have extended it to a third but they were booked up.
This Hotel although a little off the beaten track never ceases to amaze and never disappoints
Reviewed 17 August, 2017
I have stayed here before but to be honest this is a great hotel if you are looking for a short break away from the City Center. The Hotel and Casino is a 5 star hotel with full service. The Casino is state of the art as are the amenities as well, All rooms offer incredible views and very spacious. Beds are very comfy but for me the standout feature are the showers. Awesome, large and great water pressure.
Meals? There are 4 restaurants in the hotel one of which is the newly opened Santerra Steakhouse. I admit I am a huge meat eater and the steakhouse serves prime choices of beef cooked to perfection. If you prefer, Santerra has a buffet which is more economical and also very good. At the steakhouse Paulina served us with a great smile as did Elias and the chef Cristian. Awesome meal and great service. La Barquera is also a great option as is poolside by the spa. Anita was especially adept at handling our requests with aplomb.
Spa? Why that was something special. Although I was nervous about a massage as I had a shoulder operation several months ago, Mariela eased me into submission and quite frankly I had two massages one day after the other. My nagging lower back felt instant relief and her pressure on my back was the true cure. No problem for the shoulder. Although my eyes were covered, soothing music and the faint smell of lavender permeated the air. Perfection indeed.
So whats the downside you ask. There are some. For example meals sometimes take a long time to come to the table. Not really sure why but sometimes they do. Minor nuisance really. The other negative has nothing to do with the hotel more to do with location. You are 45 minutes form Santiago and although there are some small town nearby there is not much to do. Wine tours are always a must. In short this is more about relaxing playing at the Casino swimming at the pool and eating well. Not a bad problem to have but if you are looking for non stop action besides the casino which is open 24 hours on most days there isnt much else. Therefore I recommend a 5 day break. Thats seems perfect.
Amazing Service/Quality/ Stay
Reviewed 18 November, 2016
An amazing price per room Sunday thru Thursday. California King beds, amazing pressure in the shower with hot water. Individual place for toilet. The bed is extremely comfortable, you can't hear no sounds or noises. Not anybody, everybody can access so it provides you a lot of security, amazing reception. They were nice at every single request. The food in the buffet is of high quality as well in the breakfast. It has free access to spa, jacuzzi, sauna, gym, inside/outdoor pool, and casino. The shows in the casino are great, good music, great poker tables and machines. Smoker/ non smoker zones. The ribs in the restaurant inside the casino are great and also the drinks. It's a great place for couples, rest, and a nice relax night.