NH Collection Plaza Santiago

We spent three weeks travelling across Chile and had wonderful experiences everywhere — until we reached this hotel for the final leg in Santiago. From check-in to room service, almost nothing matched what the NH Collection brand is supposed to represent. Check-in took nearly 20 minutes. A three-desk counter was being staffed by a single person, and I had to ask him directly to call colleagues over before we could be processed. When I asked whether a higher floor was available than the 3rd we’d been assigned, the receptionist told me it would be “communicated tomorrow” — in a tone that made clear she had no intention of doing so. No communication ever came. The room had its own problems. We had pre-booked for three guests, but the extra bed wasn’t set up. The in-room phone didn’t work. Both issues were noted at the front desk with complete indifference, and neither was resolved. Three guests were given one bottle of water. When I asked for more, I was told I could have one additional bottle or buy the rest from the bar. Later, with the phone still dead, I had to walk down myself to ask for a wine bottle opener — which the waiter handed over with explicit instructions to return it quickly, as if I weren’t a paying guest. Individually these are small things. Together, they paint a picture of a property coasting on its brand name without delivering the service to match. If you’re choosing an NH Collection property in Santiago expecting a certain standard, look elsewhere.

This hotel was brilliant! Located a few minutes walk to the tallest building in South America, the subway and fabulous dining/shopping options, it's also in close proximity to cultural delights of the city. The rooms/amenities are spacious, clean and well planned. The staff are extremely kind, helpful and attentive, Jose at reception was fabulous at check in and throughout the stay. I highly recommend NH Collection Plaza Hotel Santiago!

Great location, quiet, good food and great service we enjoyed our stay and will be back again.

We got there early, and I asked about an early checkin. I wasn't expecting it, but they told me nothing was available, yet I saw other people come after me and get an early checkin. We knew what room we would be in, so I went to see it and it was being cleaned at around 1:00. I checked about once an hour at the front desk, but the girl with pigtails and a young guy kept saying nothing was available, and they said that before they even looked. Still, other people were given rooms. When our traveling companions asked if they could get a $10,000 peso changed for a 5 and 1's, the girl with the pigtails gave me friend only $9 in pesos, and when my friend questioned it, the girl took $1 back, leaving my friend with 8 instead of 10 in pesos. I asked my friend if there was a language barrier, and she said the girl spoke perfect English, which was my experience with this girl, too. The hotel got us a taxi at one point, and kept telling us it would be 5 minutes, and at one point they said the driver was at the light nearest the hotel. This went on for over 30 minutes and we were late for a dinner reservation. We discovered this guy charged us over 4 times of what an Uber would have cost, and he said it would go on our hotel tab as an expense. We ordered an Uber for the return trip back to the hotel, and found our over-priced driver talking with the staff, so I assumed they were friends, or at least very friendly with each other. Later that night, at around midnight, the hotel staff called our friends and insisted they come down and pay the cab fare. I felt like this hotel was preying on us since we were from the US. It was the worst hotel experience of our 17 day trip. The hotel was beautiful in the lobby, but the rooms were in disrepair and some areas were badly in need of a cleaning and paint job. Monkey (said this was a nickname his friends gave him), the bartender, was the highlight of that stay. He was so nice and made great drinks.

First of all my pillow case had fresh blood on it. Second of all the hotel staff is helpless and rude. We left an item at the hotel and have tried calling four separate times, only to wait on hold for 15 minutes each time and immediately get hung up on the second we speak English. Go to one of the other hotels in the area and avoid. Santiago was lovely despite this hotel.