The Ritz-carlton, Santiago

Our stay at The Ritz-Carlton Santiago didn’t match what we expected from the brand, especially at the price point. Check-in was delayed, and as Titanium Elite members with Marriott Bonvoy, we didn’t feel any real recognition of our status during the stay. Service felt slow and passive rather than attentive — small requests took longer than they should have, and the little details that make a luxury hotel feel luxurious just weren’t there. We had a stained towel in our room, a room phone that didn’t work, and more than once the doorman didn’t acknowledge us or open the door as we came and went. Checkout was the same — no offer to help with bags. We flagged the issues with Guest Relations, and the response was a complimentary breakfast, which didn’t really feel proportional to what we’d experienced. It stood out even more because we’d just come from the W Santiago, where every interaction felt warm and effortless. Going from the W to the Ritz, we expected the same level of service, if not better — instead it was the reverse. Looking back, we wish we’d just stayed at the W the whole trip.

【Disappointing service and Room Condition】 I chose The Ritz-Carlton, Santiago expecting the level of hospitality the brand is known for, but unfortunately this became one of the most disappointing luxury hotel stays I’ve experienced. The problems started before I even entered the hotel. When I arrived, the main entrance was closed because of renovations. The hotel never informed guests in advance, and there was absolutely no signage or guidance showing where the temporary entrance was. I only found it after noticing hotel staff assisting another group of guests. The room itself was also disappointing. The carpet looked old and poorly maintained. The air conditioner was noisy and had an unpleasant odor, while turning it off left the room feeling stuffy with the smell of stagnant air. The hallway had the same stale smell. Housekeeping also lacked attention to detail. After the room was cleaned on Saturday, a spray bottle containing cleaning solution was left inside the room (photo attached), suggesting the room had not been properly inspected before being returned to the guest. Service was inconsistent throughout the stay. On Saturday evening, a staff member saw me approaching the temporary entrance but closed the glass door in front of me and walked away without acknowledging me or offering assistance. On Sunday morning, my room key stopped working. After the front desk reprogrammed it, they assured me it had been fixed. I returned to the 12th floor only to find it still didn’t work, forcing me to make another unnecessary trip downstairs because there was no phone available in the hallway. The elevators were slow, occasionally shook during operation, had an unpleasant odor, and became so overcrowded on Sunday morning that we missed the hotel’s 11:00 AM breakfast cutoff. During our stay, we ate in the hotel restaurant three times (two breakfasts and one dinner). Every time, despite many available tables for two, we were seated near the entrance, beside busy walkways, or at four-person tables in less desirable locations. The most disappointing moment came at check-out. No one asked how our stay had been. We carried all of our luggage ourselves from the lobby to our Uber, and only after everything had already been loaded into the car did a bell staff member casually walk over. By then, there was nothing left to assist with. What disappointed me most was not one isolated mistake, but the repeated lack of attention to detail and proactive service throughout the entire stay. For a hotel carrying the Ritz-Carlton name, this experience fell well below the standard I expected.

I spent 8 weeks staying at the Ritz-Carlton in Santaigo, and I can Emphasize what an amazing service this hotel has. The staff is so friendly and accommodating (special shout out to Catalina, Leonard, Ambrose, Luz, Helga, and Emilia). Everyone goes out of their way to make sure everything is perfect. I can’t wait to come back again. While you’re there, make sure to eat their delicious breakfast; the fresh juices and honey straight from the comb really set this place apart. Enjoy the amazing creations from the chef and spend some time relaxing at their spa. Get a massage, go to the gym, swim, or relax in the sauna or steam room.

Spectacular Ritz - like the entire family of Ritz hotels. I spent one night with my family in two rooms (doubles) in May 2026. It was a special occassion for my grandmother's birthday and somehow (I don't think I mentioned it in the reservation?) the hotel knew and left a dish of small pastries for us to celebrate. That personal touch is so unique to Ritz hotels! The rooms were spectacularly appointed, modern, comfortable, spacious. The lobby was a classic Ritz ol' school space. We *loved* the amount of local Chilean gins and beer on the menu -- it is fabulous when a Ritz embraces the local culture! The location in Las Condes is great for visiting the MUT, Costanera Center, etc. Very walkable, clean, safe. Aside from easy metro access, there is ample parking in the surrounding areas, esp. given the local theatre next door. We couldn't visit the spa unfortunately, but will make a point to call in advance for next time. Highly recommend the Ritz if you're looking for a spectacular stay in Las Condes.