Hilton Garden Inn Santiago Airport — Hotel in Pudahuel

I virtually live in hotels and am a Hyatt Globalist. I spent the last 6 weeks travelling South America with my mother. She left for Sydney this morning with a flight Lima to Santiago today then another flight tomorrow. We booked the Hilton Garden Inn Santiago at the airport expecting it would be a convenient transit to the hotel from the airport given you offer a shuttle transfer service. ||||Having booked the hotel for mum I looked for details of where she will get the shuttle from. She is 75 and taxis in chile are notoriously unsafe and rip you off. All I could find was to contact the hotel for details or that the details would be shown on the booking confirmation (they weren't). ||||I tried the 3 email addresses I could find for the hotel and still haven't received reply from any - recepcionhiltonstgo@sh-hotels.cl / hgi_reservasantiago@hilton.com / SCLGI_GM@hilton.com - its been 3 days and have heard no reply. Have called the number shown on the hotels website - +56 2 2964 1000 and its not connected. The instagram page for the hotel has a FAQ - one of the questions relates to "can't find the shuttle?" - the automatic answer when you click on it is to contact the hotel (unfortunately not possible). I messaged the instagram page... no answer still. THe page has another phone number. The concierage from Hyatt Centric in Lima called it for me and it rang out. ||||I had told mum that by the time she landed I would have the details for her. gave the job to the concierge at Hyatt who also couldn't get in touch. Mum couldn't find the shuttle / could only catch a taxi and sure enough was ripped off. He followed mum into the hotel demanding more money. Reception did very little. Another lady was crying in the foyer as her driver had ripped her off $7k AUD. THe really dissapointing thing is how dodgy the taxi's are in Santiago which is well known. THe hotel should be going out of their way to ensure their guests are safe. What the hell is ...

I don't know what was going on during our stay but almost everything that could have gone wrong did go wrong.

This is not an airport hotel. One should not need a shuttle or taxi to get to an airport hotel from the airport. We missed the shuttle by 4 minutes and had to pay $20 for taxi.

My wife and I were very excited to use the pool. All that excitement went away when we first saw the pool. It was probably one of the dirtiest pools I have seen in a long time.

The air conditioning in the room was not working. I called the front desk and told them about it. No action was taken for 2 hours where I had to call three more times to get a room with working air conditioning.

I called the front desk to order room service. There was a new employee working at the front desk. She told me that the hotel does not offer room service. As you can imagine, I was shocked and asked her if she was sure. She then puts me on hold for 15 minutes at which point I hung up and called again. This time a more experienced person picked up the phone and connected me to room service.

I ordered two starters and two mains and a bottle of wine. The food was generally good except the steak was severely undercooked. I asked for medium rare and I got a blue steak. I had to call room service and return the steak and by the time I got a new one it was so late that I did not want to eat anymore.

We asked to talk to a manager but the entire hotel had not a single manager working from 8:00 p.m. That was also shocking.

The TV has a Netflix button but it was not connected to the internet and no way for me to connect it to the internet. That was a big miss.

Will not be...

I am joining many others with my review saying the same thing: the hotel is quite ok, probably very good - but the shuttle is a letdown. We were directed to gate T2 by a local who apparently knew something, waited beyond the expected time, then tried to find an information counter. The ladies were helpful - they had a phone number for the hotel, also lent us their phones to talk to the hotel reception. Then we were told to walk from the international to the domestic terminal and find location C22 in the car park. We did - it turns out to be closer to the international terminal than the domestic one. It’s a parking spot in a car park. No signs, no indication that this is the pickup spot for the hotel shuttle. Should we wait here? Not very promising! By now it is 1 hour 30 minutes after stepping out of the international terminal. We took a taxi that charges US$ 25 for a 5 minute ride!|The lesson, Mr Hotel Manager: your customers are not being given the necessary information. You need to be proactive with providing this before arrival. Just advertising a 24/7 shuttle service is misleading marketing fluff. It also needs to be accessible and easy to find. If it requires pre-booking the service, say so in the reservation confirmation. If it requires a map, send it before the guests arrive. And if your front line staff promises a callback from you when you finished your meeting, make sure it happens. It never did. Poor service!|The lesson for other guests: put the extra $25 towards the accommodation costs at the Santiago Airport Holiday Inn. It is accessible and provides...