Hotel Cabaña del Lago — Hotel in Puerto Varas

My wife and I stayed at Hotel Cabaña del Lago five years ago, and it was amazing—great service, great amenities, and an excellent breakfast. Unfortunately, our visit in 2025 wasn’t as good. While the breakfast was still delicious and plentiful, and the room was nice (a bit worn, but that was fine with me), the service had really gone downhill.

This time, we were celebrating our wedding anniversary and hoped to make it just as special as our last visit. We carefully reviewed the room options and chose the same one we stayed in before, which had a living room with a balcony, clearly shown in the room’s photos. But when we checked in, we were told that the room we booked didn’t have a living room or a balcony and that the photos in the room description were just for illustration. We were then offered an upgrade for an extra $80, which felt unfair. Why would the hotel use pictures of a room with a balcony for a completely different room? We didn’t have much choice but to pay, but it really felt like a scam to get guests to pay more during check-in.

The staff at reception tried to make things right, but it only made things worse. Last time, they went above and beyond, arranging flowers for our room by check-in time and even sending a complimentary bottle of sparkling wine without me asking. This time, I also ordered flowers, but the selection was poor, and I was told they would be delivered by noon the next day. Instead, they arrived at 4 PM, which was way too late.

When I mentioned it was our anniversary, we were offered two complimentary drinks at the bar and a “surprise” in the hot tub the next day. This sounded nice until we found out the drinks were only wine or sparkling wine. It was a bit disappointing, but we accepted it. The next morning, I got a call from reception saying the hot tub was under maintenance, so there would be no “surprise.” No apology or attempt to make up for it was offered.

I understand the staff didn’t have to offer anything extra for our anniversary, and honestly, it might’ve been better if they hadn’t. But to offer complimentary drinks and a “surprise” and then fail to deliver was very disappointing.

Overall, Hotel Cabaña del Lago is still a nice place to visit, but the service has really gone downhill. If you want to avoid the hassle of poor service and the disappointment we experienced, I’d recommend looking elsewhere for your stay in...

My hopes and expectations for Cabana Del Lago were incredibly high. What amazing Trip Advisor reviews. What a great place to celebrate a romantic trip on the other side of the globe. Unfortunately, our wishes were not granted and we wish we would have stayed elsewhere. On the bright side, the lake/volcano views are immaculate. The hotel has a warm lake cabin feel and is much closer to town than others make it sound to be.

First, I found the staff to be cold, not helpful, and not interested in helping customers. I know the property was sold out when we were there, so I'm sure they were busy and stressed. Every time I walked up to the desk--even if there weren't other guests there--I would have to wait 3-5 minutes to speak to someone. They were head down on their computer, and most often did not acknowledge me. Additionally, my Spanish is not at all perfect and their English is only so-so, but I know they have plenty of staff members who speak English fluently because I communicated with them via email leading up to our stay. I wish--during the more complex questions--that they would have asked a fluent English speaker to help me.

Secondly, we reserved one the cabanas, which is basically a large apartment separated form the main hotel. There are four of these cabanas in a building. Nicely decorated space, comfortable, plenty of space for four. We were in the farthest cabana from the main building. We never had hot water and our WiFi didn't work, I reported this to the desk. They sent someone out (if was difficult to communicate because my Spanish isn't fluent enough to discuss these details). The man mentioned the water should be hotter and the WiFi should work better. He said he would make sure it was fixed, but it wasn't. There was no follow-up.

A few other notes about the room. First, the shower. It's very narrow, so as you're showering (if you're tall and/or broad shouldered), the shower curtain is going to be sticking to you. It's very poorly designed. Second, they charge for coffee and tea in the room. And it's the most basic tea and instant coffee. For a room this price I have to pay for a cup of cheap coffee in my room?

I am really disappointed with my stay at Cabana Del Lago and wish we would have stayed elsewhere. The price is way too high for...

My friend booked this hotel so it was all a surprise to me. When he told me how much we paid, I was in shock because the hotel didn't warrant such a high price. There were bad things about the hotel as well as good things. The view was great. We were on the eighth floor overlooking the lake. The room was large for having two twin beds in it. The beds were small for twin and they were on wheels so they rolled around the room with no effort. Even just sitting down on it, the bed would roll backwards. There was hair all over my bed which seemed to come from some cloth thing they put at the foot of the bed. I would throw it in the corner and it was placed back on my bed every day with more hair on it. We stayed three nights. The room had no air conditioning or a fan. It was quite hot and the only way to cool it was to open a small window without a screen so all of the bugs from the lake would fill the room.

The breakfast had a lot of choices but you are not aloud to prepare your own plate. I'm a picky eater and wanted specific items but it was not aloud. You had to take what they gave you. Since i didn't come across anyone anywhere at the hotel that spoke English, I couldn't tell them what I wanted and didn't want.

The wifi was horrible all over the hotel. I have free international roaming but it is metered. I mostly had to turn off the wifi and use my metered network and that was a lot faster than the hotel wifi. The hotel had a really nice indoor pool. They make everyone wear a swim cap no matter what. The room with the pool is extremely hot. It's like being in a sauna three whole time you're there. The hot tub is outside so that was a relief from being inside the pool area but the hot tub is not like a traditional hot tub. No jets and no filtration system so it is very dirty. You could see a lot of dead skin floating in the water. Out of all the hotels I stayed at in Chile, this was the most expensive and the room was the least...