DoubleTree by Hilton Hotel Santiago - Vitacura — Hotel in Las Condes

"My husband provided this review using my laptop:"

I was fully prepared to write this notice with this rating last night; had it drafted but didn't post it waiting for today's events:

We are in a room that was at 27 deg C (80 deg F!!) when we first checked in. I checked and set the temp down to 20 deg C (68 deg F) before my wife and I left for dinner. Didn't complain then because I didn't want to be unfair and pushy with otherwise good people who checked us in. Three hours later upon our return after dinner, the room was at 26 deg C (nearly 79 deg!). After dealing with a well-intentioned tech for over an hour who quickly responded to our complaint to the front desk, he informed us through the front desk personnel (he could not speak a word of English) that nothing could be done until the morning. I stated that that was unacceptable. We had waited patiently for an hour after initially requesting transfer to another room as the room hovered between 78 and 80 deg F as we needed to shower and go to bed. We were exhausted after 14 hours on two airline flights. The response we got was that there was not another room available. I believe the truth is that there was not another room in our class at the rate we had booked and that actually there were other rooms available if they had wanted to accommodate us, Hilton Honors members for decades. We were, therefore, forced to stay in a 78 deg room overnight with a huge 24" floor fan that forced us to feel like we were sleeping in the blast from a prop plane preparing for takeoff. This was the best we could do and the tech didn't leave our room until around 11:45pm. Awful.

This is how the story ended today:

Finally, we left the room this morning, tired from lack of sleep, for a much anticipated vacation day in the vineyards of the Maipo valley. Upon our return this afternoon just before 5pm the room was at the thermostat setpoint! Eureka! They did what they said they would do. While I now am appreciative of the effort the folks did today while we were gone to fix the problem, I am still very disappointed at how last night was handled. That was just not like a Hilton property. Our first day of vacation in Chile was somewhat spoiled by poor maintenance of equipment and rigid attention to room grades and not to customer service for a long-established trustworthy customer. Hilton Honors members, especially,...

This hotel was excellent. In fact good enough that I returned to stay there the next week. My only complaint was with one of their managers, Mr. Rodrigo Henriquez. The entire staff was outstanding with the exception of him. He was rude to one of my friends who was staying there at the time. He then showed no courtesy to me. We had requested a late checkout and was told we could have the rooms until 3 pm. We checked out 2 of the rooms at 3 pm, but one of our group became sick and we asked to keep that room until 7 pm.We were told that we would need to pay half of the daily room rate to which we agreed. Accidentally all 3 rooms under my name were checked out. While eating in the hotel, I was summoned by Mr. Henriquez and yelled at for not vacating the room. I tried to explain that we had a sick friend and was told earlier by the front desk manager that we could pay half and retain the room until 7 pm. There was obvious miscommunication between the off-going manager, the front desk, and Mr. Henriquez. As I tried to clarify the problem and pay the late check out fee, I was yelled at and told there was no policy for only paying half of the normal room rate for a 4 hour extension of our stay. Finally we agreed to the half pay and my credit card was charged. My complaint is not with the front desk staff, which was excellent, but rather with Mr. Henriquez rude treatment to me while failing to resolve the...

Excellent location and very friendly staff. Rooms are totally soundproof. Bed is very comfortable. Food in the restaurant is delicious.

Update (January 4, 2022). The first part (above) of my review I wrote while I was still staying at the hotel. Now I want to add few more things to update my above review after checking out. As I mentioned above, the staff is outstanding. Both Geraldine and Daniela were just phenomenal. They helped arranged my local private tours since the regular tours are still closed. They were my go to front desk helpers anytime I needed something though other staff members were equally helpful. Always cheerful with a big smile on their faces. The breakfast was plentiful and delicious. Service in the restaurant was excellent whether I went for breakfast, lunch or dinner. Food was excellent. The housekeeping staff made sure that all guests felt safe and provided excellent service. I expected Hilton-standard service when checked-in. but the staff and rooms easily exceeded my expectations. It is not easy job under the current Covid-related restrictions and requirements but everyone seemed committed to do their part to make sure all guests at the hotel or restaurant is safe and enjoying their stay. One of the best experiences as a Hilton guest. I could give even higher rating if there were more than 5 stars. Hope to see you again...