1: Had transportation booked via email from the concierge for me to be picked up at airport after a very long flight. There was no driver for me. I took photos as proof (with time stamps) that no one was there. I called the number the concierge sent me in the email if I had any issues and she answered and said she would figure it out and call me back. I also told her it was expensive for me to call as I didn’t have WiFi. She never called back. I called 20 times (see photo with call log) over the period of an hour. No answer ever and no call back. I had to get an Uber and didn’t know where to go. They said later they had a lot of calls, but there should be a number that is dedicated for people to call in an emergency. The driver not showing up is not nearly as frustrating as the hotel not answering. They have one phone number for everything. The number you call for the front desk is the same number for the concierge and so on. That’s ridiculous. 2: The front desk manager came out and offered to pay for my transport back to the airport. I quietly told him I didn’t want to discuss it in front of other guests and it was embarrassing and that I wasn’t going to the airport after check out in a few days as I’m going to another hotel. His offer was the very least he could do and I’ve heard zero from him since. 3: I emailed the concierge and front desk at least four times when I was stranded at the airport trying to reach them. Over 24 hours later, no reply to my emails and zero apology. 4: I emailed the concierge and front desk four times asking a simple question about breakfast the week before and no one ever wrote back. Still haven’t. 5: I emailed the concierge and front desk last night after check in an email about the transportation. No reply. I sent it again today in the afternoon and over 24 hours later, zero reply. My email program sends me a report when an email has been opened so I know they are getting the emails and ignoring them. 6: They never answer the phone. I’ve tried to call the front desk seven different times today and no one ever answers the phone. I even have a video of myself calling the front desk, the concierge, the technology, desk, housekeeping, and even the emergency number, and none of them answer. They don’t always ring, you just get an error signal. I’ve been communicating with Marriott customer service and they have been no help. You cannot even call the front desk. It’s very scary that if you have an emergency, they won’t answer the phone as well. I have a video of this. Good: Hotel is clean, good location and comfortable. Pool and deck is very nice. Food is great. The bathrooms are great, and the toiletries are top-notch. Bad: No Netflix or streaming (or even movies to rent) on the tv. It’s 2024. Ritz Carlton should have this. The online directory that you get with the QR code in the room lists the time for various services, services and restaurants in the hotel incorrectly. It’s hard to tell when things are open as they use AM/PM wrong and mix it with 14 hour time. I know this is due to a language situation, but corporate should look that over. Santiago and Jonathan (managers) continually made promises to contact me, etc and continually didn't follow through. Room service was wrong several times. Great: The staff at the spa and pool area are fantastic! Valentina is just wonderful: she actually took the initiative to book my return transport and I trusted her with it after my horrible experience. It was seamless. Definitely a star staff member!

Our stay was amazing from start to finish, The staff were outstanding and very genuine in their actions. Special mention to David in the restaurant and Miguel at the front who thought out of the box to constantly make our stay amazing. I also appreciated how everyone was attentive to my 10 Month old on his first international trip.

Fine, no complaints but nothing special either. It's just a big hotel, clean, good downtown location. Very basic dining options. If you're looking for luxury, this isn't your place. It does have a nice pool on the upper level but other than that, not much to offer.

We stayed at the Ritz-Carlton Santiago twice, for a total of 3 nights, during. Recent vacation in Chile. We had a corner room with a king sized bed both times. Staff were all friendly and helpful, particularly Cesar who welcomed us like old friends. Our room was lovely and the furnishings appeared fairly new. However, the spa (where we both had massages) could use some work/updating. The hotel is located in a nice part of the city with easy walking access to many restaurants as well as the large shopping mall and Christof Hill. Breakfast options are varied at the restaurant and dinner there was quite good as well, although the menu is a bit limited.

Service at the Club level is beyond amazing. Staff remembered my preferences and the treatment was genuine first class. Probably the best lounge service of any hotel, even those based in Asia. Food is excellent with a lot of variety. The hotel is located in one of the best areas of the capital.