Mandarin Oriental, Santiago

It started slightly rocky , the AC was not working and only until I saw another AC did I realize there was an issue. The first person I reported it to didn’t do anything but then ran into the manager that was head of rooms and she was out of this world fantastic Maria Bonafante who immediately took action and made the stay amazing. I can not say enough great things about her , she made this hotel 5 stars to me. Every day we were blessed to eat in the lounge with chef Esteban …. Best omelette that I have ever had and his creations were nothing short of what you would get at the best restaurants in the world. We tried the restaurants and they were booked for an event and Vincente respectfully walked us to another choice instead of just doing the easy thing. He spent time getting to know and suggest things and again made our dining amazing. We had sushi that was so good and Christina made service warm and welcoming and the mixologist made us the best nonalcoholic drinks. We spent a lot of time in the lounge and Valentina, Joaquin, and Diego went out of there way to help us find restaurants and things to do and be some to work peacefully. One thing I saw and I was blown away with in the sushi restaurant the head chef came and warmly greeted each team member like they were family and this same attitude was exemplary from the exec lounge team to the sushi restaurant it felt you were being welcomed and taken care of the only way family could. Cesar was incredibly helpful in both our exit and entrance to the hotel and daily helping us and Cristobal directions on things were great in finding gems in the city. Not so great things were tiny but the AC and the Italian restaurant that also served as the breakfast buffet were not good in either dinner or the service at the buffet. Go room service or do what I will do which is pay up for exec lounge , worth every penny

I would like to extend my sincere apologies for the incident last night, during which I vomited in my sleep and soiled the pillow, bed, and carpet. When I returned today, I was very grateful to find that the entire area had been thoroughly cleaned. Please convey my appreciation and commendation to the housekeeping staff member who attended to my room for her professionalism and excellent service.

In future when we visit Santiago we will arrange to stay at the Mandarin Oriental again without question. We enjoyed a superb stay. From the moment we arrived it almost felt as if we had our own guest relations ladies assigned just to us. They regularly appeared, smiling, professional and highly competent making guests feel valued and welcomed. Everything was terrific. I won't bore you with a long list of what was good, it was all good. Previously we had stayed at the Ritz Carlton in Santiago which was disappointing. The W was also an experience I would not care to repeat. This Mandarin Oriental is everything that discerning travellers have loved at this hotel brand and Santiago certainly does not disappoint. The biggest surprise was their cocktail bar. This was particularly special and up there with my favourite hotel bars in the world which are: the American Bar at Hotel de Paris in Monte Carlo; the Peninsula Hotel Istanbul; Baccarat hotel NYC; One Hotel Mayfair London… and a handful of others. The guest relations ladies invited us for a cocktail experience. This was incredible. We simply sat at the bar and the brilliant ladies introduced us to one new cocktail after another. They were incredible to watch in the act and the cocktails and nibbles were amazing. As a result I discovered my new favourite cocktail…a Penicillin. Made perfectly, a penicillin cocktail is wonderful and the two I enjoyed at the Mandarin Oriental set the standard (10/10) for the many I have tried around the world ever since. We so enjoyed this hotel that we have chosen the Mandarin Oriental in Kuala Lumpur for a family stay in October 2025 and I will definitely be asking for a Penicillin! Please look at the photographs that I have posted off our Mandarin Oriental Santiago two-hour bar experience, it really was that good…and to top it all the guest relations ladies appeared and took two Polaroid pictures of my wife and I enjoying cocktails at the bar which we have carried with us ever since.

From check-in to check-out, service was superb. We had a little confusion about parking, but it was quickly remedied. I had mentioned that we were celebrating our anniversary, and Chantel Rachet and her team decorated our room with rose petals, chocolates and treats and a bottle of sparkling wine. What an awesome surprise. We had cocktails at Matsuri and Agustin and Felipe were super attentive and so polite. We loved talking with them. We had dinner reservations later at Matsuri, and our servers, Jackeline and Agustin were amazing. We shared our anniversary story, and our story about moving to live in Chile from California, and that we were getting ready to move into our new house. They brought out a gift of salt, oregano and merken for our new home, with a delightful handwritten note, wishing us well with our new house. Agustina (in the restaurant) was so kind and pleasant, and made my day when she told me my Spanish was very good. Breakfast, as always, is a treat with so many choices. Once again, we thoroughly enjoyed our stay and already are planning another in December to bring our granddaughter to experience the Christmas holiday decorations at the mall. Thank you for making us feel special.

We had stayed in this hotel when it was a Hyatt and knew the location and the pool .Now as the Mandarine we expected an even better experience. Well, the service was certainly set to a higher standard as well as the food. We were given quite a nice upgrade to a lovely suite. The only downside on our first of two stays on this trip was that the big lovely pool was NOT HEATED… and nowhere on their website or any other place was that fact stated. As my husband is an avid swimmer we were highly disappointed . We would have chosen another hotel if this had been stated . On our return to the hotel after our Chile adventures we were give a suite on the First floor.. upon receiving a 1st floor room I asked if it was quiet and was told it was. NOT !!! Rooms on the first floor are right above the event spaces and the noise/music woke us up at 1am with the bed vibrating to the beat of the music! When I called to report you could hear the music in the lobby where phone was answered… meaning they could also hear it and did NOTHING to turn it down . As a former event producer I know these events are a big money maker for hotels and at this hotel it seems that money not the comfort of their guests comes first!! Too bad as the staff here is top notch but our other experiences were sub par