Hotel NH Collection Plaza Santiago — Hotel in Las Condes

Our stay was horrible with many documented lies and deceit from the Hotel’s Management staff. Do not stay at this hotel and do not trust a confirmation number. We had two trips planned to Santiago, one in November (10-nights) and one in January (8-nights).

The November Trip - My wife is in a wheelchair and we have a teenage daughter so many considerations had to be taken into account and planned for. My wife’s doctor was also attending the event so any concerns were lessened. This trip was great.

The January Trip – was originally going to only be my daughter and I because my wife’s doctor would not be near. This was a HORRIBLE trip. See story below.

During our late November stay at NH Collection Plaza Santiago we toured various rooms and upon finding one which would accommodate my wife's wheelchair and also had an adjoining room for our teenager, we modified our January travel plans to where my wife would also attend the January stay/event. We booked the rooms, were provided (verbally and via email) the confirmation numbers, we were provided the room numbers (verbally and via email) to ensure all was set, and then we proceeded to book my wife’s flights and all the other logistical items which come with a wheelchair and special needs. We called the NH Hotel Customer Care Center and the hotel prior to arrival to ensure all was set. Then disaster HIT…. We arrived to the hotel in January, checked in, were given room keys, and as I was giving them my credit card we quickly noticed we were now on different floors and in different rooms. After a short discussion….. we learned they had given our reserved, confirmed, and validated room numbers to someone else and these were the only rooms in the entire hotel which could accommodate all our needs (wheelchair, bathroom, shower, adjacent room for teenager, etc). After hours and hours of discussion with the local hotel staff, lots of lies/deceit from the local hotel management staff which we quickly disproved with emails, and discussions with NH Customer Care Center; we finally learned that someone on the local hotel’s management team had recently made a manual change to intentionally place (extend the stay) of someone else in the rooms we reserved for specific dates (note: even as these discussions were occurring with the local hotel staff, the NH Customer Care Center indicated the reserved rooms were still assigned to us regardless of what local management staff had inappropriately done/shifted/stated.) Since changing hotels was not an option and with the hotel staff making it crystal clear that getting our confirmed/reserved rooms was not an option, I contemplated and even had documented discussions with the hotel about flying with my wife back home with me then quickly returning on the next flight. Due to flight times and other logistical issues, my wife and I ended up in a room on the 20-floor for which I had to remove doors for my wife’s wheelchair to fit to get to bedroom, a room on the 3-floor where my wife would have to go bathroom/shower due to wheelchair, and my teenage daughter ended up in a room on the 7-floor. As a result of the changes in accommodations, the situation and issues mounted over the 8-nights (injuries, falls, broken wheelchair wheels/parts, lots of lost time, lots of missed activities/events, stress, coordination issues causing missed activities, safety issues, thousands spent/lost as a result, etc.). I kept up with receipts of all the $$$ spent/lost which would not have occurred (I also provided this $$$ listing to the hotel every couple of days so they would not be surprised by the total) and as of the time of this posting, the hotel and I remain in discussions as it relates to their responsibility during our January stay. While the hotel staff (door man/woman, cleaning, restaurant, etc.) are GREAT, the Hotel Management Team is horrible. Management Team has no character, do not believe in honoring a commitment, and will...

I'm having to write this review to clear my mind early in the morning because I can't go back to sleep. So here goes The Good, The Bad, the Worse for this hotel.

The Good: the location is amazing, close to Costanera Center, the biggest mall in the city with lots of stores and great food options at very affordable prices. And walking distance to Tobalaba metro station which pretty much takes you anywhere you need to go in the city. Rooms are immaculately clean with super comfortable beds. And the views are pretty great on higher floors. -The staff are super helpful and friendly. We scheduled a tour and they were super helpful in managing it and letting us know what we needed. Due to a shortage of Junior Suites, they upgraded us to a Suite at not additional cost (which is a very nice room with a great view, but ended up not being so great. See "the Worse").

The Bad: The breakfast buffet selection is not great, although you can ask for eggs to be prepared to your liking. The restaurant is really nice and well lit. However, we had breakfast at the hotel once and decided to try the restaurants around the building or in the mall every other day. While not the greatest, the availability of breakfast gets you out of trouble if you're in a hurry. The Suite included a jacuzzi, which we weren't able to use at all because it took literal HOURS to fill. Not exaggerating. We watched a whole movie waiting for it to fill up and the water was barely above the midway point.

The Worse: Pretty much the reason I'm up at 6am on a vacation that was supposed to be relaxing and has had every single morning ruined (and we still have 4 days to go): the location of the gym. Don't know whose idea it was to place the Gym RIGHT ON TOP of the Suites, but they should be fired. If there are any gym-headed guests in the building be prepared to hear weights dropped on the floor, steps, jumping jacks, every single little sound reverberates throughout the entire floor. So, if you have early risers in the building and you wanted a long, comfortable sleep at a considerably higher price point for a Suite (yes, it didn't cost US extra but other customers may pay the full price unkowiny), tough luck, you won't have it. Bring earplugs.

Edit: While some of the issues are difficult to be resolved immediately (they're not going to move the whole gym because I complained) the staff has been helpful to make our stay more comfortable. I initially made this a 3-star review, but the hotel staff was incredibly helpful. Thanks to Alexander and the people in reception who were always on top of...

5 star hotel my arse! Let's start with location. Great! It's steps away from the shopping center. ATM is located within the shopping center. Walkable to many places. Drivers from the street use the front drive way/half circle to zip through as a short cut when the traffic is backed up. If you don't pay attention, you are liable to get hit.

The lobby is very nice and clean. Except for the ceiling... needs repair. The front staff... hmmm.... boarderline courteous. They have this chip on their shoulders as if they are doing you a favor. (Although one young lady- probably relatively new, was sweet) they "tell" you demeanor was something to be worked on. The room... oh Lord have mercy... see pics. We had to stuff a towel underneath the door so we don't hear our neighbor's conversation with about 85% clarity.

There were shower caps. Two matter of fact. Nothing else. Good counter space in the sink area. Yes, there are disposable slippers(2), decent quality. 2 robes.

Poorly lit.

Super outdated. Almost creepy. Hitchcock comes to mind... the walls are bare and white. The desk drawer is so thin, do not put anything heavy in there. You just might break it. We didn't use it.

Shampoo/conditioner/shower gel... let's just say you should bring your own. The shower itself was a good size.

Oh, the phone didn't work... the front desk couldn't hear us... we had to go down and ask a question. They called us back... they couldn't hear us.

Breakfast- staff was courteous and the elder gentleman was very nice. Didn't get his name. Atmosphere is nice. Their selection for sweets was nice for visitors to try different local sweets. They also had two espresso machines which was super nice. Our made to order came out in good time unlike some of the reviews we saw. Choices available.... hmmm... not much. Cold cuts, cheese, 3 or 4 types fruit, some cereal, yogurt, eggs, sausage, a vegetable dish....that about sums it up. Would we recommend this place to...