W Santiago — Hotel in Las Condes

ALERT: I HAVE NEVER SEEN ANYTHING LIKE THIS BEFORE

We were with a group of friends as a personal trip. Me and my husband stayed at W hotel and my friends in another hotel. We decided to make a reservation for the restaurant (Karai) of the hotel before our departure. Due to the size of the group, they informed that we would need to choose the menu in advance as a “pre order menu” but they never informed something about the consequences of cancelling the reservation or in case of “no-show”. Before dinner, we were at the bar of the W hotel in the roof top, we were drinking and we were enjoying a lot. Since part of the group (me and my husb included) had a flight back to Brazil, my friends decided not to go the restaurant in the very last minute, so I was trying to manage the desire of different 10 adults since they had agreed to go previously. The restaurant started chasing me during this process then I informed them that they changed theirs minds about going to Karai. The person started saying that all the meals were prepared and waiting for us (quite weird since it is Japanese/Asian cuisine – does it supposed to be made fresh, right?) and I apologized saying that unfortunately they would not go. The restaurant kept sending messages and calling me – even during the time I was at the airport waiting for my flight back. I decided to no answer any of the messages anymore since there was nothing I could do at that stage. The day before, they sent an email informing me that I would need to pay for the entire menu (i.e. all meals, all drinks, tips and VAT). Then I realized that I would need to get some advice from my lawyer in Brazil since paying for the entire menu (100%) was not making any sense. Before I could have the chance to talk to my lawyer, the worse experience ever happened to me: THEY CONTACTED MY WORKPLACE USING THE COMPANY BASED IN CHILE (I live and work in Brazil). I was informed by the secretary of the CEO Brazil that W hotel was claiming support from the CEO in Chile about the situation. Clearly trying to damage my professional reputation and trying to harm me professionally. To make it clear, the trip did not have anything to do with my professional life and I did not use any connection to my workplace when booking the hotel. You can imagine the consequences that I was exposed due such irresponsible action! I needed to explain everything that happened in a personal trip for the management of the company in order to inform my side of the history – I made a reservation at the restaurant and unfortunately, I was unable to go. My honesty, moral principles were severe questioned, not by the people that I work for (that thank God are very reasonable people) but implied by the action of W hotel. As I said, this was the worst experience I ever had in my entire life...

We were with a group of friends as a personal trip. Me and my husband stayed at W hotel and my friends in another hotel. ||We decided to make a reservation for the restaurant (Karai) of the hotel before our departure. Due to the size of the group, they informed that we would need to choose the menu in advance as a “pre order menu” but they never informed something about the consequences of cancelling the reservation or in case of “no-show”.||Before dinner, we were at the bar of the W hotel in the roof top, we were drinking and we were enjoying a lot. Since part of the group (me and my husb included) had a flight back to Brazil, my friends decided not to go the restaurant in the very last minute, so I was trying to manage the desire of different 10 adults since they had agreed to go previously. ||The restaurant started chasing me during this process then I informed them that they changed theirs minds about going to Karai. The person started saying that all the meals were prepared and waiting for us (quite weird since it is Japanese/Asian cuisine – does it supposed to be made fresh, right?) and I apologized saying that unfortunately they would not go. The restaurant kept sending messages and calling me – even during the time I was at the airport waiting for my flight back. I decided to no answer any of the messages anymore since there was nothing I could do at that stage. ||The day before, they sent an email informing me that I would need to pay for the entire menu (i.e. all meals, all drinks, tips and VAT). Then I realized that I would need to get some advice from my lawyer in Brazil since paying for the entire menu (100%) was not making any sense. ||Before I could have the chance to talk to my lawyer, the worse experience ever happened to me: THEY CONTACTED MY WORKPLACE USING THE COMPANY BASED IN CHILE (I live and work in Brazil).||I was informed by the secretary of the CEO Brazil that W hotel was claiming support from the CEO in Chile about the situation. Clearly trying to damage my professional reputation and trying to harm me professionally. ||To make it clear, the trip did not have anything to do with my professional life and I did not use any connection to my workplace when booking the hotel. You can imagine the consequences that I was exposed due such irresponsible action!||I needed to explain everything that happened in a personal trip for the management of the company in order to inform my side of the history – I made a reservation at the restaurant and unfortunately, I was unable to go. My honesty, moral principles were severe questioned, not by the people that I work for (that thank God are very reasonable people) but implied by the action of W hotel. ||As I said, this was the worst experience I ever had in my entire life...

My husband and I were on a wonderful cruise that went from Buenos Aires to Santiago, Chile. We made reservations to stay at the W Hotel for the night of February 15, 2016 when we were to finish our cruise with a nights stay in Santiago. We were so excited to be able to stay in another W hotel.

On February 7, when we were on a tour to Volunteer Point in the Falkland Islands to see the King Penguins, a Range Rover hit my husband and ran over his ankle. His Achilles was completely ruptured as well as having a double open fracture. We were evacuated to Stanley by helicopter and then we were taken by Med Jet to Santiago, Chile where he had surgery.

While in Santiago I needed to stay in a hotel for 7 nights and be near the hospital. The W hotel is nowhere near Clinica Allemana so I chose a hotel closer to the hospital.

I tried so many times on the internet to cancel our reservation for the night of February 15 to no avail. I had a most difficult time with the computers and could not get to where I needed on the website to cancel the reservation. I then asked the clerk at my hotel to help me call the W to cancel my reservation. I was told by the W I could cancel through the hotel but I would lose my points and cash but, if I cancel on the internet I wouldn't be charged for the night. I kept trying and still couldn't cancel the reservation. I have documentation through the cruise line as I told them I couldn't get the reservation cancelled.

When we finally arrived home my husband and I continued to try to have our money refunded. SPG was great and returned our points to us. The W hotel would do nothing of the kind. After all the trama we had been through and continue to go through, they were so cold hearted they would do nothing for us.

We found the people of Chile to be some of the most wonderful caring people we have ever met. It is such a shame that the General Manager, is not one of them. Is it really worth the money you charged us to get such a poor recommendation for your hotel and damage the...