Tulor — Hotel in San Pedro de Atacama

I am absolutely livid with the service i've had at this hotel. I was with my two young children alone traveling in San Pedro, Atacama, i booked this hotel after seeing it was three stars. However, I failed to read the lower ranked reviews, which was a tremendous mistake on my part. I arrived at the hotel during early hours of the morning, exhausted after traveling with two young kids on a turbulent flight.On top of not being picked up from the airport I went to check in and the employees were very slow and not friendly whatsoever, they seemed very annoyed and just unhappy about being there, which is understanding considering the fact it was around two in the morning and my infant was screaming but they did not fail to express this to me. The first red flag was their energy when i asked for an employee that speaks english due to my poor spanish speaking abilities and one of the employees responded with "Your speaking fine right now", i explained to him in my broken spanish that i spoke fine but my comprehension lacked due to the dialect being different. Eventually I got an employee that spoke English, the second red flag was that the woman assisting me was questioning me about the amount of people I was staying with. My husband had to come on a separate flight a day behind, I explained this to her and she continued by questioning if my husband was coming alone. She went on and told me only a certain number of people were allowed to be in a room, to which I told her I understood and we were only the four. Finally I received access to my room after 45 minutes of back and forth. When i got to the hotel it was filthy, the bathroom shower had black mold growing in the corners, sink faucet was rusty and the water was almost a brown colour. The bed sheets had previously washed out stains and there was no extra bedding, so I decided to go to bed for the night and would proceed to call in the morning. Once I finally got a hold of reception I explained the gross state of my room and demanded they send a crew to clean my room in which their response was the crew will come when my room is on their route. I waited a little while for the cleaning crew to show them what I needed to clean, i got fed up with waiting and left for around an hour and half. When I returned the room wasn't any better, I called and checked to see if cleaning had come and they said yes, I immediately asked to speak to management and they told me that management wasn't available at the moment and that they would let them know to service me whenever possible. I never got a call back and had to go ask reception for extra bedding, later that night they first denied my husband service because the room had "already been checked into, my husband had to call me down to explain the situation and after thirty minutes of arguing they finally got the employee who i had checked in with to confirm and let us in. At this point I was fed up, I had to wait for cleaning to come and show them what was needed. Unfortunately i got a call with 4 days left on our reservation that i needed to return to America as soon as possible, I explained this to the hotel and they tried to land a cancelation fee on us even after explaining the gravity of our situation and much less our money back for the last four days we weren't there. So upset with the hotel please do read all reviews before...

If I could write a zero star review I would. We had a trip planned to this resort in January of 2025. Originally our travel plans changed and we contacted the resort to ask about changing our booking, to which they refused to accommodate. Also we read reviews and some of the guests staying at the resort said they had money stolen from their rooms, which made us very wary. Fast forward a few days after our arrival in the Country, our child came down with a bad flu, subsequently our other children came down with the same flu. Being more than a week prior to arrival we called the resort and informed them that we were unable to travel. The resort asked for a doctors note, we were in a remote area and found a doctor to come see our child. We sent the doctors note into the resort and was told it was not sufficient and they would let us know when they had an answer for us. The resort was impossible to get ahold of and we were told on multiple occasions over the course of 6 days that management was in meetings and they could not speak to us. We contacted booking.com who attempted to contact the resort and they were unable to reach management. We called back on the 7th day and no one was answering the phone. Subsequently we dragged our sick child out to get another doctors note to a local clinic. We sent this second doctors note into the resort by email. Two days went by and we heard nothing. We reached out to the resort again and no one answered, we assumed they were screening our number at this point. Booking.com was able to finally reach a manager and they again declined our request for a refund. AVOID THIS RESORT, THEY ARE UNTRUSTWORTHY. I don't understand why they would ask for a medical letter if they had no intention of refunding our money. DO...

I stayed at this hotel with a large group (17 people), and 4 people had cash stolen from their rooms. We discovered 3 cases initially and the hotel’s first response was positive: they called the police, fired the suspect (a member of the cleaning staff who had also been accused of theft at her previous job) and paid back the travelers.||||So far, so good.||||An hour and a half later I discovered that I was also missing cash, and the hotel confirmed that my room had been cleaned that morning by the same person.||||However, they absolutely refused to compensate me for my loss (about US$45) because I HADN’T NOTICED IN TIME and the case, according to them, had already been settled and I should have checked my wallet earlier. I explained that I was so focused on dealing with the other three cases and the police—I was traveling as group leader in charge of 16 students—that it had slipped my mind.||||The front desk receptionist went so far as to call me a liar.||||I called the police, who came to the hotel to take my declaration. Despite this the hotel absolutely refused to believe me or compensate me for my loss.||||I have led group trips to San Pedro for 10+ years and have stayed at this hotel many times before, always without incident. This meant absolutely nothing to them.||||I have never been treated so poorly at a hotel. Their response was humiliating; the manager refused to talk to me in person, communicating instead via WhatsApp through the...