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All reviews san cristobal tower luxury collection hotel pool area floor lounge lobby bar concierge desk chilli car service hop on hop off bus breakfast buffet is long flight andes mountains comfortable rooms south america cid gym poolside
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Reviewed 9 August 2018

7 nights and problems, problems, problems. 2 days before I checked in I noticed that the reservations were for 2 beds. I called the hotel to switch to a king. They assured me that it will be done, checked in and was told "no, you reserved 2 beds." One day the room was not cleaned, i was told that I must have hung the do not disturb sign. I did not. 2 days in a row I went to breakfast at 8 am to find that there was simply no food left. It took the staff almost a 1/2 hour to replenish the buffet. I ordered a hamburger from room service and they delivered a grilled cheese sandwich. The server insisted that I ordered grill cheese. Finally, I sent in my laundry at 7:30 am, when it was not returned by 8pm, I was told that I didn't send it in on time!
Although they have attempted to make things right (although I have not seen my laundry yet) they always had an argument and an excuse. What a colossal waste of time and effort!
I have stayed here twice before and the decline of service is absolutely shocking. My advice, stay some place else.

Room Tip: Stay in another hotel
  • Stayed: August 2018, travelled on business
    • Location
    • Rooms
    • Service
2  Thank anitat122
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Patricia M, Guest Relations Manager at Sheraton Santiago Hotel and Convention Center, responded to this reviewResponded 10 August 2018

Dear Anitat122,

Thank you for taking the time in leaving us your comments.
It will be a pleasure to meet you during your while you are on property.

Please do not doubt to contact me for any assistance.

Have a great weekend ahead.
Best regards,

Patricia Mena
Guest Relations Manager
patricia.mena@sheraton.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 August 2018

Great service provided by Paula Ferrada during breakfast service. She was very detailed, approachable and showed great customer care attitude. If ever there, stop by and say hello to Paula, you will be surprised by her customer support service. Breakfast at the hotel is a one good too. Especially, there are at least 3 food stations (out of 5) dedicated to healthy options. You will be delighted by plenty of fruits including local ones, yogurt, fruit compotas (yummi) and 5 different detox drinks. Thank you again Paula for your great attitude toward us and service.

  • Stayed: July 2018, travelled on business
    • Location
    • Cleanliness
    • Service
Thank ramair320
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 31 July 2018 via mobile

A hotel is your home abroad, or that is supposed to be the idea, at least for certain type of hotel, which definitely Sheraton Santiago is not
Where should I start?
They want to charge extras for everything, this is the second hotel I ve stayed and wants to charge for an electricity adapter, usually every hotel loans it to their guests, and I am traveling every week
I am platinum member, only after complaining about a small room they upgraded me
Lounge, it is supposed to offer food until 8pm, I was there last night 735pm, foood was gone, I asked for them to bring more food and answer was that is all
Only 1 person was serving wine, so I had a 20 minutes wait
Lounge was dirty by the way
Breakfast, it was ok
I just went for lunch, to the hotel a restaurant, it was buffet, but the drinks were supposed to be brought by the waiter, I am still waiting for him, the one who brought the water I asked was the hostess, same for the check, i Think they got only 2 waiters for the hole restaurant
Every time I come to this hotel I get the impression, they only want my money

Stayed: July 2018, travelled on business
1  Thank guillermov670
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Patricia M, Guest Relations Manager at Sheraton Santiago Hotel and Convention Center, responded to this reviewResponded 1 August 2018

Dear Guillermo V,

Thank you once again for your preference and taking the time in leaving us your feedback.
We are very sorry to hear about your experience.

Let me know when it's best for you to meet.
Looking forward to hear from you soon!

Best regards,

Patricia Mena
Guest Relations Manager
patricia.mena@sheraton.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 30 July 2018 via mobile

I had a lovely time with my family at the Sheraton ,the room and beds were great.
The buffet breakfast was also great thanks to the great service of the friendly staff and our waiter Ohel Mardones!
Thanks!!!

Stayed: July 2018, travelled with family
Thank DanielSchatz12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Patricia M, Guest Relations Manager at Sheraton Santiago Hotel and Convention Center, responded to this reviewResponded 31 July 2018

Dear DanielSchatz12,

It is a pleasure to receive your feedback regarding your last stay.
Thank you for your comments to Ohel, he is part of our great staff.

Looking forward to hear from you soon!

Best regards,

Patricia Mena
Guest Relations Manager
patricia.mena93@sheraton.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 27 July 2018

We stayed here for one night post-cruise. The room and service were fine. It has a gorgeous outdoor pool area overlooking the sky lift and hills. The staff at the outdoor bar had to be told how to make a drink, language was a bit of the problem. Nice clean and modern hotel.

  • Stayed: March 2018, travelled as a couple
    • Value
    • Cleanliness
    • Service
Thank KenC46
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Patricia M, Guest Relations Manager at Sheraton Santiago Hotel and Convention Center, responded to this reviewResponded 30 July 2018

Dear KenC46,

Thank you for your comments!
It will be a pleasure to have you here one more time.

Looking forward to hear from you soon.

Best regards,

Patricia Mena
patricia.mena@sheraton.com
Guest Relations Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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