Carménère eco Hotel — Hotel in Providencia

Upon (Friday) arrival at our 4 night stay, we learned that the portion of the city we were staying in would have its water cut off until Sunday morning. This review isn't because that happened (that is out of the hotel's control). The review is about how they handled the situation with us.

The next few hours were very frustrating, as the on-site manager proceeded to: Suggest we change our plans so that we would go on excursions during the days when there was no water. He insisted on this many times even after we explained that we were traveling with a group of 16 (the only ones staying in this hotel and in this predicament), and had fixed plans that we couldn’t change. And again, when you book a hotel, a basic expectations is running water. Insist that this water outage caught them off guard. Upon talking to staff that other hotels, we learned that the town had known about the water situation well before our arrival. Continued to gaslight us and insist that the situation was “not that bad” and that they would give us water bottles so that we would have access to water to clean ourselves. Offer absolutely no compensation or solutions to help. We paid for the nights we were scheduled to sleep there + the extra night before we arrived.

We ended up booking a different hotel nearby at a similar price point that had running water while the water was shut off. It was great, the staff was friendly, our room was so nice. Because the staff at Carmenere wouldn’t offer us any sort of financial compensation, we returned once the water was back on. And it just wasn’t pleasant. The rooms were old, small, very creaky floors, you could hear in between rooms. The breakfast was good, though - very fresh with a solid spread.

I really wanted to like this hotel, but the way we were treated was honestly shocking and dissapointing. I would not recommend staying here. The customer service...

This hotel is a perfect place to stay in Santiago. It is located in a quiet residential suburb, yet within a safe walking distance to San Cristobal mountain and close to amazing cafes and restaurants. The staff, particularly Michaela (in the morning) could not be more helpful. The hotel is small only having 5 rooms which allows for a personalised experience. The courtyard out the back provides a serene and casual place to unwind and enjoy their red wine selection. The hotel has an emphasis on organic and eco friendly practices which is nice to see and the breakfast selection is all organic. There is an open snack section as well providing fruit and teas. I truly appreciated the safety aspect of the hotel as Santiago has a reputation of theft from tourists. We walked to the mountain and then caught the hop on hop off bus to view the city (without hopping off). Great restaurants around the suburb too and safe to walk around. |The only word of warning if booking is that the hotel is wonderfully restored and has creaky floor boards, which adds to the atmosphere. There is one unit on the bottom floor and we were afraid that our walking around the room upstairs may have kept the person underneath awake or...

I had a reservation, fully paid for the period 2 to 5 April 2020. Due to the global pandemic I was unable to travel to Chile. In fact, I’m currently stuck in quarantine in Peru with the borders closed for the next 30 days. I e-mailed this hotel on 16 March advising that I would be unable to travel due to the above. They advised that due to ‘late notice of cancellation’ they would not offer any refund. I wouldn’t call 18 days short notice. I’m not allowed to leave Peru and Chile has now also closed its borders. I pleaded with them for a refund as I now must pay for accommodation in Peru until their borders open as I’m from Australia. They didn’t care....