InterContinental Santiago — Hotel in Las Condes

I want to start by highlighting the positive aspects of my stay: the staff at this hotel are exceptionally friendly and helpful, and the location is fantastic, with plenty of shopping and dining options nearby. Unfortunately, these strengths were overshadowed by several shortcomings that make me question the hotel's 5-star rating.

As someone who travels frequently for work, I was surprised by the issues I encountered. The air conditioning in my first room did not work, necessitating a room change. The second room presented its own problems, including a clogged shower drain that required maintenance attention, which took about 45–60 minutes to resolve. Additionally, the sink drained extremely slowly, and the toilet frequently clogged unless flushed multiple times. While I’m not sure if these plumbing issues are specific to this property or more common in the region, they were frustrating and detracted from my experience.

The shower design was also problematic. It featured only half a shower door as part of its intentional design, which led to a significant amount of water splashing and pooling on the bathroom floor after even a short shower. This made the bathroom feel messy and required extra effort to keep it usable.

The Internet speed was another significant issue, as it was too slow to support basic work tasks. I had to rely on my phone’s hotspot to stay productive after hours. While the breakfast was enjoyable, I wouldn't describe it as high-quality or meeting the standards of a luxury hotel. Similarly, the gym and pool were decent but fell short of the level of sophistication I would expect from a 5-star property.

It’s clear that the hotel invested heavily in creating an impressive lobby, but this level of care was not extended to the guest rooms or amenities, many of which appeared dated and in need of attention.

To be clear, this is not a bad hotel. However, if you're expecting a true 5-star experience, this property may not meet your expectations. While the staff and location are excellent, the issues with the facilities and services detract significantly from the...

If I could give 0 stars I would. After feeling ashamed by the staff and enraged towards the costumer experience manager, the only explanation I have for the any good review is that they were paid to leave a good review, or fake chatGPT reviews.

I've stayed in 7 different 5-star hotel in Santiago and this one falls dead last. Room is tight and old, they forgot the towels during cleaning, and water from the shower spills everywhere inside the toilet floor. For the services and amenities, the gym is more like a teenager bedroom without a single cardio machine working and very poorly equipped in general, the second gym is better but you need to pass by the receptionevery time you want to go. We spent 1 week in the hotel before they even thought about telling us that there was a second gym and a pool, they seem to only employ receptionist with no common sense nor will to help, they will rather make you figure out everything than help you at all. There's a profound lack of training in hotel staff.

The front desk have card payment issues forcing us to make a bank transfer and give them a large amount of cash for warranty, luckily we were carrying cash with us, or they would have left us out. Breackfast was lacking, they could've added some local fruit but they didn't. Additionally, there are no terraces so you're forced to smoke in the sidewalk besides a main avenue. Overall, this is a 3 star hotel that chages extra for the brsnd name, they probably only attract clients because of the Intercontinental name, like us who thought it would have the same standard as the ones in Europe. I would confidently say that any other 4- or 5-star hotel is a much better option in Santiago, don't fall for the trap of the other paid (or bot) comments, they are most certainly untrue. Pullman is a much better experience near this hotel being 4-stars, for example. The location is okay within Santiago's financial (rich) district but again, there are other much...

To start, the hotel is very well situated to public transit, parks, restaurants, etc. and has a lovely view.

Secondly, the breakfast manager ran his restaurant impeccably, noticing every detail and having his staff at the right place at the right time.

From there, though, I run out of positives.

My first night was ok. The food in the Italian restaurant was a bit bland, but not awful.

When I returned to my room the second night, it was awful. The whole room reeked of sewage. I nearly vomited. I left in a hurry to inform the front desk. They offered a new room, but seemed unsurprised and didn’t apologize or offer any way of making it up. I had to ask for a bellman to come help me move, as opposed to proactively calling one. (Side note, the bellman who came along to assist was awesome!). It seemed as if this happened often. I even asked the front desk manager and he seemed nonplussed, as well. No sense of urgency.

The next room was a mirror image of the first, without the smell, and sadly without a well functioning air conditioner. As it was already quite late and I’d already had to change rooms, I didn’t report it that night (should have, as I hardly slept) and asked engineering to come the next day. I was told it was remedies, but it never dropped below 20c that night, despite it being set at 17. The next morning I asked them to service it again, and still had the problem (but it was my last night that night, so I’m not sure it ever got fixed). All in all, I slept well only one night of my stay. I was unimpressed with the way the staff handled it and the lack of resolution to my issues. This was only my second stay since upgrading to ambassador, and I’ve been disappointed with both and...