Mandarin Oriental, Santiago

Exec suite and interconnecting for a family of 5 . Space was great to enjoy and room service excellent. Access to club lounge was also good for mini snacks and drinks. Views were lovely. We had an issue with the air-conditioning not working the first night for the living area ans the kids room causing loud banging noises. This was.fixed the next morning . Staff were aleays helpful.

We stayed at Mandarin Oriental, Santiago previously and had such an exceptional experience that we chose to return. Having also stayed at several other Mandarin Oriental properties around the world over the past year, we arrived with very high expectations. Unfortunately, this visit fell well short of both our previous stay and the consistently excellent experiences we have had with the brand. There were still many positives. The rooms are beautiful, the views are stunning, and the staff were friendly throughout our stay. The restaurant was once again a highlight. Every meal was absolutely delicious, and we would especially like to thank Valentina and Orlando, along with the room service team, for taking such wonderful care of my dietary requirements. Nothing ever felt like too much trouble, and we were incredibly grateful for their kindness and attention. Unfortunately, the rest of our experience was disappointing. We booked through American Express Fine Hotels + Resorts, and during our previous stay at this property, as well as several other Mandarin Oriental hotels, we had been welcomed with a thoughtful in room gift recognising the partnership and our loyalty, along with a complimentary room upgrade where available. This time there was no welcome amenity, and we were initially allocated what felt like the least desirable Club Room, directly beside the Club Lounge toilets. The room also had an unpleasant odour, which we could not determine whether it was coming from the nearby facilities or elsewhere. To the hotel’s credit, they moved us after we requested another room. However, the replacement room was actually smaller and lacked features that our original booking included, such as a proper desk and workspace. As alternative rooms were clearly available, it left us wondering why we had initially been allocated such an undesirable room. Our biggest disappointment, however, was our spa experience. A week before arrival, we booked a massage through the hotel’s WhatsApp service and received confirmation that everything had been arranged. We planned our day around the confirmed appointment, only to arrive and be told there was no booking because it had supposedly been moved to the following day. We had never requested any change. When we asked what time the appointment had supposedly been moved to, we were told it could be “anytime tomorrow”, which was even more confusing because no specific replacement appointment appeared to have been booked. Despite the therapists appearing to be available, no attempt was made to honour our original appointment or offer an alternative that day. We therefore contacted the hotel through WhatsApp so we could speak with someone who could better understand the situation and assist us. To their credit, the management team responded promptly and apologised. However, they were unable to explain how the booking had been changed, and the only appointments offered the following day were at times that conflicted with our plans. We also raised our disappointment regarding the room allocation, but beyond an apology, no meaningful resolution was offered. What made this particularly disappointing was that we were returning guests who had deliberately chosen Mandarin Oriental again because of our previous experience. We know how exceptional this hotel and brand can be, which made this stay all the more surprising. We remain grateful to the wonderful restaurant team and the many friendly staff members who made parts of our stay enjoyable. However, considering our previous experience at this hotel and our loyalty to the Mandarin Oriental brand, this visit did not deliver the level of service, attention to detail, or guest recognition we have come to expect. Sadly, we are unlikely to choose Mandarin Oriental for our future visits to Santiago and, based on this experience, would no longer recommend it with the same confidence we once did.

This is one of my favourite hotels. It is luxury and we did stay in a Club room but this is the nicest I've stayed in for the class. The staff were exceptionally nice and helpful, I felt really at home here. I got a room facing the mountains and the view is spectacular, especially at sunset. The beds are comfy but they put an extra comforter on mattress for me and I'm sure they would have done more if I asked. The room was spacious with a lovely lounge area, soft comfy carpet near beds, all the extra's you want and spotless. The Club area was lovely, it overlooks the mountains and is nice day or night. It offered an array of food throughout the day with main servings at breakfast and dinner time with lighter snacks throughout the day, not the largest buffet but then again it's a quiet lounge. The drinks were available all day and we even took our bottle of wine back to our room to finish. The hotel is also very near a leg shopping centre with a great variety of shops. There was only one negative to my stay here and it was the pool, I picked the hotel as I wanted a lagoon style pool, unfortunately it was far too cold to use which was a real shame, wish they would heat it. I'm going back next year.

Beautiful- just stunning. I think the best property in Santiago. Stayed there for 2 nights. The pool is out of this world and the staff are all wonderful. If anything is unclear- they are there to help and make sure you get the most out of your stay. Gentlemen at reception who checked me in was marvellous and very helpful. As a FOM MEMBER you get to enjoy two of the free benefits which in my case was free breakfast and late checkout. I was in a club room - the ambiance and setup of the room was just plain gorgeous- looking out of the big windows and the surrounding mountains lets you relax and forget the hustle and bustle of the city. This is a hotel chain that has hospitality at its heart and more importantly knows how to deliver. Everyone I encountered was pleasant and made you feel welcomed.

Our stay at the Mandarin Oriental Santiago was exceptional from beginning to end. Every single person on the team made such an effort to chat with us and help with recommendations throughout our four nights there. It is rare to experience such genuine warmth and hospitality in a luxury hotel. A special thank you to Andreas, who organised a wonderful private trip to Valparaíso, Viña del Mar and a winery lunch, as well as helping with excellent restaurant recommendations during our stay. Rodregas in the Atrium Bar was fantastic, recommending beautiful wines and food, and Gonzalo, the breakfast manager, always took the time to chat with us and suggest places to visit in Santiago. Benjamin & Robert on reception The hotel itself is beautiful, with excellent restaurants, large luxurious rooms, and stunning design throughout. We were incredibly grateful for the upgrade to a room with spectacular mountain views, which made our stay even more memorable. I have stayed in many luxury hotels all over the world, and this has by far been my favourite — not just because of the beautiful property, but because of the wonderful people who truly make the hotel special. Highly, highly recommend the Mandarin Oriental Santiago.