W Santiago

We arrived at the W Santiago in the evening after a difficult, frustrating day of travel. At reception, Camila met us with a smile and listened to our story while we checked in. She went above and beyond by escorting us to the elevator and offering us a drink. Her empathy and kindness relaxed us so we could put the day behind us and enjoy the evening.

The entire staff of the W were excellent! Checkin, bell, whatever/whenever staff - so personable and professional! Every need was met and exceeded with kindness and perfection. Food and bar staff were excellent too! We will come back!

BEWARE!, we had items stolen from our room and hotel did not seem concerned. My wife’s diamond ring was taken from counter (admittedly we should have put it in safe but she just took it off while we went to dinner. We didn’t think anyone would be in room but turn down service apparently helps themselves to what they want). Also troubling is I put $500 cash inside a zippered pocket in backpack, which was also zippered shut. They stole $350 from there and I probably wouldn’t have noticed for days except I checked when we saw ring missing. We reported this to hotel and security said they would investigate but when we left 24 hours later it was apparent they’d not talked to anyone. We spent several hours at police station and W had gall to charge us full price for room! We didn’t really expect to see the ring again but I hoped hotel would put a little effort into trying. All we got was an email 2 days later saying their investigation couldn’t find evidence. Not surprising if they didn’t bother to talk to whoever came in room, which cameras and swipe card should have identified. No way will I ever stay in a W again. We are longtime Bonvoy members and you would think they’d have treated us better. So AVOID the hotel!!!

We stayed here for 1 night. Arriving at the hotel entrance by car, we were surprised that there was no one to greet us, and it was a maze to find the check in. However, once there check in was smooth. We booked a base level wonderful room, but were upgraded to a Premier Deluxe room. Whilst the room was very nice and the hotel had done its best to keep it looking fresh despite its age, the design wasn't perfect. For example, half the room had floor to ceiling windows but no motorised blinds. First world problems, sure, but to close this, we had to climb behind the tv and desk counters to reach the edge of the curtains. Furthermore, the shower had no door, and was facing a busy street below with a large window. The room was kept very clean though. We tried both a pizza and a club sandwich from the lunch menu, which was hearty and tasted good. The pool on the rooftop was very nice, with sweeping views over Santiago and the towering Andes in the distance. It also wasn't too busy, however the night we were there, half of the space was shut due to an event being hosted on the rooftop, which detracted from the experience. We also stayed at the Renaissance the week after, and the exact same happened there too. Staff were very friendly. All our interactions were really positive, and we would recommend this based on staff alone.

Camila is one of the best we have encounter in all our travels. Warm, friendly, efficient, through and consistent in her delivery and approach. A true gift to W Santiago. Her service is memorable indeed in making us feel cared for.