The Ritz-Carlton, Santiago

The room was really nice and we were upgraded as I’m a Gold member which was great. Some housekeeping is needed as the one bulb had gone in the lamp and the safe battery was low. The air con also didn’t do a great job in cooling the room. The pool area and small outdoor terrace were superb. This truly makes this hotel stand-out. Pool, jacuzzi and the whole area were stunning. The Club Lounge was superb. Lots of decent quality food and the staff were incredibly welcoming and friendly. The toilet didn’t have any soap, and despite us telling the staff, this wasn’t replenished. I guess this would be how I would sum-up the hotel: really nice, but some processes need tightening to make it that Ritz-Carlton quality.

recently stayed six nights at the Ritz-Carlton Santiago on the Club Level and, unfortunately, found the service lacking across multiple touchpoints. While the staff were generally pleasant and polite, the level of service simply did not meet what one expects from a Ritz-Carlton property. From the moment I arrived, it was clear that attention to detail was inconsistent. The front door was only held open about 30% of the time—despite staff often gathered in the lobby and clearly seeing guests coming and going. It set the tone for the rest of my stay. The Club Lounge staff were courteous but distant. Plates often sat for long periods unless I asked for them to be cleared, and not once during my stay was I offered a drink—something that should be a given at this level of service. The lounge itself felt more in line with a traditional Marriott than the elevated experience one typically expects from Ritz-Carlton Club Level. A major letdown was the lack of follow-through on promised tour arrangements. One team member kindly provided recommendations and assured me everything was confirmed before heading off for two days. However, the next day, the person at the desk had no record and had to start from scratch, wasting valuable time. On a more positive note, the wait staff at the hotel’s main restaurant were the most attentive and professional, particularly during the breakfast buffet. Their service was a refreshing contrast to the more uneven experience elsewhere. Perhaps the clearest reflection of the overall service level came at the end of my stay. As my airport SUV arrived, I was not offered any help with my luggage—despite the doorman standing just feet away, watching as I loaded my bags myself. While the hotel is relatively inexpensive compared to other Ritz-Carlton locations, the service quality unfortunately matches the price point. If you're coming with high expectations for luxury hospitality, be prepared for something more basic. There are certainly nice elements here, but the experience left me underwhelmed.

We traveled to Chile as part of our Antarctic trip with Silversea . The hotel of choice recommended by the Cruise company for pre cruise accommodation was the Ritz Carlton Hotel. We spent 3 nights Feb 19 -21 . Our flight into Santiago was uneventful , but the trip from the Airport to Hotel was a nightmare . Our reservation for Private transport was cancelled whilst in the air, by Getyour guide for reasons we never understood , and despite our payment been secured . ( they did reimburse us) we only became aware our Private transport had been cancelled upon arrival . Not speaking Spanish , we were trying to find alternative chauffeur-driven transport . when a friendly , English speaking gent with a sign round his neck , offered to help and in minutes had secured a chauffeured BMW at an agreed price . after 30 minutes travel , the driver suddenly stopped in a rough looking part of town, dropped the passenger window and a gruff personality with a covid type mask , took over demanding credit cards and Pins which he then disappeared with . We were obviously vulnerable and helpless to do anything . The masked character returned , threw the cards back and the driver drove off and thankfully , took us to the hotel outskirts. Not surprisingly , by this time our cards had been maxed out . Booking in to the hotel , under much emotional distress , we shared our experience with the front desk, the conscierge as well as the bell boys . we expected that the manager would contact us , provide assistance with police, validating our experience , assist us with acquiring much needed money , and address our ragged emotions. We heard nothing throughout the next 3 days, as we contacted our banks,visited disinterested police , cancelled cards etc I phoned the front desk on a number of occasions to talk to the Hotel Manager , visited the desk in person with a similar request , but he was always "too busy" and would call back . Nothing happened . Finally, with one night to go, I again spoke to the conscierge who was familiar with our experience , and he promised us he would ensure the manager contacted us . Nothing. Not a message , no phone call , no visit . when we checked out , and again requested an audience with him , once again he couldn't be located . . It was impossible for him not to be aware of our experience . Not once did he show the courtesy of engaging - as a Chilean citizen ,or as manager of the Hotel we were staying in . Silversea had a totally different approach and went out of their way to engage , assist and generally demonstrate professionalism and empathy above expectations. A fellow passenger had experienced a similar one to ours, so I conclude this is extortion and kidnapping is common in Santiago . One would imagine a Hotel of this standing should be hugely sensitive to these risks to their guests and any reports like this would be urgently relayed to senior management ?? I can only question whether this manger's attitude represents Ritz Carlton style . We suffered financial losses, and emotional stress , but it could so easily have had far more severe outcomes, as we were held hostage as they emptied our accounts. It was a desperate and unhappy 3 days . I hope Silversea is seriously questioning its business relationship with the Ritz Carlton .

We had a good fortune to stay at the Ritz Carlton on three different occasions during our recent trip to Santiago. Each experience was outstanding! The location is fantastic. We could walk to a variety of excellent restaurants, and the hotel staff did a great job of giving us direction on the best options and making reservations for us. The rooms were modern and well appointed. Water pressure in the shower was excellent. The spa, pool,,and fitness center were great, and the food at their restaurant on site was delicious. But the best feature about the hotel is the service. It was outstanding! Sebastian at the front desk could not have been kinder to us. All of the concierges, particularly Kristopher, were great resources for us. Another female concierge (whose name I can’t remember), had determined which restaurants would be open over Easter weekend - and walked half a block with us to help us find La Cabrera. And Sebastian, the bellman, held items for us and assisted us in many ways. By the end of the stay, I felt the need to get a group picture with this amazing group, which I was calling “mi familia” by that point. Muchas gracias!!!

We stayed for three nights before an Antarctica cruise. The room was very comfortable, lovely views and a great bed. We booked a club room and enjoyed the club lounge and all it had to offer and appreciated the delightful staff in the lounge. We had a problem with a booking agent with which the RC desk staff have been very helpful and attentive in assisting us in getting a resolution with immediate responses from the desk staff to our emails. The hotel is very much "old school" but no harm in that. Would be happy to stay there again.