Hotel Casa Zañartu — Hotel in Santiago

Let's start with the fact that I've been using Booking for many years, and I know that their policy regarding room photos means you get what you book, the pictures when you choose a room are not just "sample" pictures. We ordered a large room with two bright windows, but got a room with one window that faced a wall. Arriving in the evening at the hotel, leaving in the morning for the flight. So, the first disappointment - a different room. Secondly, since we are just friends, we always choose a twin room, but since there wasn't any available, we settled for an “extra large double bed,” but the room had a regular double bed. The bathroom floor was filthy. The bathroom fan made a noise like a motorcycle. All of this was just the beginning of the upcoming tragedy.|The shower - no hot water. Not even warm. First, we were told to wait for 20 minutes. Then we were asked to turn it off, wait again for 10 minutes. One of us was already wrapped in a towel, hoping for a shower. The other was trying to find a solution at the reception. The water was still freezing. The receptionist, although trying to help, was irritated and didn't hesitate to say that it wasn't his fault. Finally, he suggested taking a shower in another room. We grabbed our belongings and went there - a small room on the third floor, where we actually found the “extra large double bed”. Although there was no window and the room was much smaller, at that stage, the most important thing was the shower. We asked about the morning shower, and the receptionist said we could either come back in the morning or move to this room now. Although it was on the third floor and each of us had large baggage, we decided to move, especially since the bigger bed (which we ordered) allowed us to have a comfortable sleep separately. The receptionist offered help with baggage, but never helped. |The reception looked rather offended. No one offered us even a cup of tea as an apology. As if the shower was just a whim of ours.|Then breakfast was supposed to start at 8 am. We had to leave for the plane at 8:40, so we wanted to have breakfast at 8, being washed up and packed. We went downstairs at 8:05. There was no buffet or set tables. After 5 minutes, the lady brought us a glass of juice and a yogurt, without a spoon. After another 5 minutes (8:15), she brought us cutlery, tea, and toast bread. She asked if we wanted scrambled eggs, we said yes. She asked if we wanted ham with that, to which we said 'no ham' and 'vegetarian'. After another 5 minutes (8:20), the lady brought us scrambled eggs with ham in.. ketchup/jam tiny bowls. I told her I requested no ham, and she said there was no such possibility because they were making it all on one pan, and we had to either eat it with ham or not eat it at all…. 😊| I went to the reception to say that requesting plain scrambled eggs after waiting for 20 minutes was not a sophisticated request, and asked for scrambled eggs without anything. It turned out that it was possible, and at 8:30, she brought us scrambled eggs in the same ketchup/jam tiny bowl. It was like 1/3 of an egg. All we wanted was the room we booked, warm water, and breakfast at the agreed-upon time. Bread, butter, egg, tea. All at once.||So, if you care about the same - a room as in the photo, a warm shower, and breakfast on time - do not book this hotel under any circumstances. During all this, they looked at us as if we were expecting something...

When we got to the hotel we were checked in by Alahandra. She was very helpful and as we had problems with the driver service from the airport to the hotel she called the service and helped us explain the problem we had with the service. She spoke very good English and we spoke very bad Spanish so she was very helpful. She helped us with a map and places within walking distance of the hotel. At night Nelson was on duty and since we would leave very early in the morning on our tours he was very helpful. Since the restaurant was not open when we got up he would get us tea before we left. The hotel was an old house built back in the late 1800's and since converted over to a hotel. For it's age it was in very good shape and the rooms had large fans you could use to help ventilate and cool down the room. Made it very comfortable in the room. the bathrooms was nice and the showers had good hot water. Beds were very comfortable and the room had plenty of room. We had a door that led right out to an enclosed courtyard surrounded by the hotel and was very nice to go out and relax in the evening when you got back. You were able to also get something to eat and the staff would take your order and bring your food out to you. All in all a very pleasurable experience and nice hotel. Staff were very helpful. Within easy walking distance to the downtown area and historical sites...

We booked this hotel for our honeymoon based on it's location and the online pictures. Our driver initially struggled to locate the hotel because it is not well advertised from the outside, but we let that go once inside, as it is a very aesthetically beautiful hotel and we were excited to be there. However, the staff really struggled to communicate with us since we only speak English, and would sometimes walk by us (rather than serve us) while we sat in the restaurant because of the language barrier. We even factored in that we'd be safe staying here language-wise since hotel is in a central part of downtown Santiago. Our room was spacious but we had multiple problems with it. To start, our room had a large window above the door and the hallway lights stay on 24/7, so it was never fully dark in the room which made it very difficult to fall asleep. We kept trying to ask staff to turn them off in the middle of the night but nothing worked. To make matters worse, the walls were thin so we could hear noise at all times, and our room lacked the...