The Ritz-Carlton, Santiago

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.

I find that the hotel is excellent in every way—except for the 9th floor, if you happen to get a room right below the Club Lounge. In that case, you should be prepared for a lack of peace and quiet in your room. There is constant scraping of chairs, clattering of dishes, and the clicking of high heels from above—back and forth, back and forth. I believe the staff should wear soft-soled shoes up there; it’s the least they could do to minimize the noise. In any case, if possible, it’s best to avoid staying on the 9th floor.

The Ritz in Santiago is situated in a prime area of town, offering a modern atmosphere. It is conveniently located near the MUT Mall and a variety of restaurants. We loved the hotel’s contemporary design, and the rooms were exceptionally comfortable. The rooftop pool, sauna, and gym provided a perfect place to relax after a day of traveling. My massage therapist, Mariel, was friendly and skilled. She quickly identified my areas of tension and helped me relax. I felt incredibly relieved after the treatment and truly appreciated her gentle approach. The staff at the Ritz Hotel were all incredibly friendly and helpful. Overall, our stay was excellent!