Mandarin Oriental, Santiago

Nice hotel with good service and no major complaints. It's not necessarily in a very walkable location, but it is centric in the city and there is a mall nearby. The rooms are spacious and while not totally modern, they don't feel old either. The breakfast buffet had a good variety and the fresh toast was excellent. We got room service as well and it arrived quickly. Basement parking was free with direct access from the elevators.

I cannot speak more highly of the service I received while staying at this hotel. I have never experienced such attentive and helpful staff. My Spanish is very poor and everyone was understanding when they did not have to be and spoke great English which should not be expected in my opinion. The room was very nice with an exceptional bed and bathroom. The only down side is it is not a very walkable location but it is very easy to schedule rides with the concierge if you have the extra money to spend.

We stayed at Mandarin Oriental, Santiago previously and were so impressed that we deliberately chose to return. Having also stayed at several Mandarin Oriental hotels around the world over the past year, we arrived with high expectations. Unfortunately, this visit fell well below both our previous experience and the standard we have come to expect from the brand. There were certainly highlights. The rooms offer beautiful views, the staff were friendly, and the restaurant was outstanding. Every meal was absolutely delicious, and a special thank you to Valentina, Orlando, and the room service team, who went above and beyond to accommodate my dietary requirements with such kindness and care. The disappointing aspects, however, overshadowed the stay. We booked through American Express Fine Hotels + Resorts. During our previous stay, and at several other Mandarin Oriental properties, we were welcomed with a thoughtful arrival gift and a complimentary room upgrade where available. This time there was no welcome amenity, and we were initially allocated a Club Room directly beside the Club Lounge toilets. The room also had an unpleasant odour. After requesting a different room, the hotel kindly moved us, but the replacement room was actually smaller and lacked features such as a desk, despite other rooms clearly being available. Our biggest disappointment was the spa. We booked a massage through the hotel’s WhatsApp service a week before arrival and received confirmation that everything was arranged. We planned our day around the 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 it had been moved to, we were simply told “anytime tomorrow”, which left us even more confused as no actual appointment seemed to exist. Although management apologised, they were unable to explain what had happened, and the only alternative appointments offered conflicted with our plans. We also raised our disappointment about the room allocation, but beyond an apology, no meaningful resolution was offered. This was particularly disappointing because we returned based on how exceptional our first stay had been. We know how good Mandarin Oriental can be, which made this experience all the more surprising. Thank you again to the wonderful restaurant team for looking after us so well. Unfortunately, despite their excellent service, we are unlikely to choose Mandarin Oriental for our future visits to Santiago and can no longer recommend it with the same confidence as before.

The quality of service was outstanding. We had one of the best hotel experiences we've ever had. We felt welcomed from the moment we arrived. The very kind staff is too numerous to name everyone, but some of outstanding employees were the concierge, Andres Vegara; Diego, Arantza, and Joaquin from the club lounge; Victoria and Orlando from the restaurant Senso; and manager Soledad. The stay ensures we will book the Mandarin Oriental again. As a Marriott Bonvoy lifetime platinum member, I stay at many hotels. The Mandarin Oriental Santiago was memorable.