Maktvb Costanera - Hostal Boutique — Hotel in Providencia

I booked to stay from the 24th - 28th of December via Booking.com. One day before arrival they contacted me via WhatsApp and asked me to cancel the booking, as they were overbooked. My parents and my sister and her husband were all booked to stay at the same place (on two separate bookings) and we were each told to cancel our bookings. My sister was already flying to Santiago at this point so had no way of seeing the messages (which were all in Spanish too). We had no choice but to proceed to the accommodation, as this had been our agreed upon meeting point.||Coincidentally I arrived at the property at the same time as someone else who had reserved the entire place. She had only recently made the reservation, whereas I had made my booking 6 months in advance! The staff said it was nothing to do with them and passed me on to someone on the phone. She was unable to give any good reason for the overbooking but it was quite clear that they had decided to rent the whole place to get more money and tell us it was a system issue. We had been given such short notice that we hadn't been able to make alternative arrangements. It being Christmas Eve, we had to go to an alternative Maktub accommodation which they offered us. It was about 45 minutes away on foot (they reluctantly arranged taxis for us) and was a far inferior property, with no swimming pool or outdoor space. We asked if we could at least have a discount but were told no. They insisted we cancel the booking.com booking before they would book us into an alternative place. I think they do this to prevent people in our situation being able to write negative reviews on booking.com and to save on commission for themselves.||Below is a photo of me waiting for the staff to arrange taxis, just to prove I really was there!||This was my second cancelled booking with Maktub. I leave a separate review for the...

I booked to stay from the 24th - 28th of December via Booking.com. One day before arrival they contacted me via WhatsApp and asked me to cancel the booking, as they were overbooked. My parents and my sister and her husband were all booked to stay at the same place (on two separate bookings) and we were each told to cancel our bookings. My sister was already flying to Santiago at this point so had no way of seeing the messages (which were all in Spanish too). We had no choice but to proceed to the accommodation, as this had been our agreed upon meeting point.||Coincidentally I arrived at the property at the same time as someone else who had reserved the entire place. She had only recently made the reservation, whereas I had made my booking 6 months in advance! The staff said it was nothing to do with them and passed me on to someone on the phone. She was unable to give any good reason for the overbooking but it was quite clear that they had decided to rent the whole place to get more money and tell us it was a system issue. We had been given such short notice that we hadn't been able to make alternative arrangements. It being Christmas Eve, we had to go to an alternative Maktub accommodation which they offered us. It was about 45 minutes away on foot (they reluctantly arranged taxis for us) and was a far inferior property, with no swimming pool or outdoor space. We asked if we could at least have a discount but were told no. They insisted we cancel the booking.com booking before they would book us into an alternative place. I think they do this to prevent people in our situation being able to write negative reviews on booking.com and to save on commission for themselves.||Below is a photo of me waiting for the staff to arrange taxis, just to prove I really was there!||This was my second cancelled booking with Maktub. I leave a separate review for the...

O quarto é pequeno, mas aconchegante. A TV de 50 polegadas faz diferença. A cama parece boa. E vou contar porque parece:||Fiz a reserva pra um dia em Santiago, depois de voltar do Atacama, antes de vir ao BR. A Nathalie me passou os detalhes da reserva, o preço era bom e cheguei lá às 13h, sendo que o check-in era às 14h. Estávamos pensando em deixar as malas e ir almoçar no mercado central. |Quando chegamos, a companhia não funcionava e passamos uns 10min tentando entrar, até que a Janette (uma querida) ouviu e atendeu. ||Ela já disse que o check in seria às 14h mas que faria contato pra saber se poderia liberar. Uns 5min depois, nos chamou e disse que o quarto estava pronto. Isso era por volta das 13h20.|Entramos e como estava sem bateria sentei no chão e coloquei pra carregar enquanto respondia mensagens. |A Nathalie me mandou um link para pagamento, que estava uns 70 reais acima do valor que aparecia no booking. Reclamei e ela disse que cobrava 10000 pesos pelo check in antecipado de menos de 40min.|Primeiramente, não pedi check-in antecipado, só queria deixar as malas; segundo, tudo bem cobrar, mas deveria avisar; terceiro, ela argumentou que essa informação consta no Booking mas lá só fala sobre check-in tardio. ||Então, disse que cancelaria e iria pra outro lugar. Ela disse que não poderia. Mas, sim, podia e fiz isso. |Fui pra um hotel em Providência, pertinho do pátio Bella vista, perto do metrô e um pouco mais caro só. ||De qualquer modo, perdi mais de 1h e meia trocando de acomodação e falando ao telefone com ela, o que nos fez perder a chance de ir ao mercado central... ||Mais uma vez: ninguém tem obrigação de fazer check-in antecipado, mas tem sim a obrigação de informar qualquer cobrança adicional, o que não foi feito nem antes no booking, nem na confirmação da reserva nem pessoalmente. ||Outros pontos negativos: a piscina estava bem suja e a cortina do quarto era muito transparente... no pouco tempo que passamos lá, vimos a funcionaria passar umas 5x e ela também nos via. O hotel precisa de uma descrição na fachada, o uber nos levou até lá e não encontrou o local, aí nós deixou no Costanera, que fica a 1km do local. Depois, voltamos tudo a pé com mochila nas costas. ||Bom esclarecer que só cancelei pq pelo booking isso era permitido e porque não utilizamos o quarto, já que, como disse, entrei e sentei no chão para responder msgs enquanto carregava o celular.||Enfim, o lugar é uma graça, mas a pessoa que faz contato pelo WhatsApp não sabe lidar com...