Ismael Hotel — Hotel in Santiago

Two major issues both occurred at check-in:||||1. Having paid for 2 rooms for 2 nights we arrived at the hotel at around 9am after a 15 hour flight to check in. The receptionist told us that we could not have our rooms as we had not notified them that we would be checking in the day after the day of the booking. So even though we had paid for 2 nights we were being denied access to the room for the first night. It was only when we pushed the point that the receptionist agreed that we could have our room - the whole decision took 15 minutes and we were opening our bags in reception to change out of our clothes before he conceded the point so it was a bad start.||||2. As is normal, we needed to provide a credit card at check in to cover any incidentals. I gave my card and thought nothing more about it. On check out a different receptionist apologised and explained that instead of taking a retention I had actually been charged $150. He was super apologetic and assured me that the refund would be processed on the next working day. 4 weeks later and I have not received the refund. The hotel tells me I need to contact my credit card company but my credit card company tells me that it is the hotel’s obligation to issue the refund. The only way my credit card company can help is if I report the transaction as fraudulent - hence the subject of this review.||||Those points aside the hotel was as described - small but comfortable rooms and a decent location and nice breakfast. However, the two incidents at check in suggests that at least one of the reception staff is not acting honestly and therefore I would advise against booking with this hotel. ||||||We stayed at the W Hotel on our next visit and that was fantastic and no...

The location is perfect. It's near the art museum (Bellas Artes - and it's free. In fact this hotel is one of its sponsors), near the marvelous LaStarria neighborhood, half a block from one of the best ice cream places in Santiago, a five minute walk from the metro, ten minute walk from the BellaVista neighborhood and Cerro St, Lucia, and right across the street from Parque Forestal. The hotel itself is very pretty - modern and very clean. There are lovely views from the 9th floor patio where there is a small pool and spots to sit. The breakfast is nice and there are snacks out all day. What sets this hotel apart from others is the welcoming, helpful hotel staff. From the moment I checked in with Diego Guevara, who did everything possible to make me comfortable (though I had gotten there very early) to the other marvelous reception staff: Lucas, Veronica, Joaquín and others, they all were cheerful, helpful and professional. The excellent service was evident with the dining room staff, as well. Eva, the chef came out every morning to make sure that the dishes were perfect, and Leonardo, Mauro, Paolo, Andrés remembered my preferences from the very first day, so I didn't even have to ask for my eggs or coffee a certain way. They made lovely conversation and made sure to tell me about things that were going on or things I should see. The best part was listening to how kindly the staff treated each other - they were friendly, respectful, and talked positively about each other. Kudos to the GM Giuseppe Barone for his leadership and attention to detail. I stayed here a week, and will recommend it to colleagues who travel...

We were looking for one-night before heading to San Antonio for a cruise. Since we were only in Santiago for a day, something in a walkable neighborhood was essential and the hotel totally delivered. TONS of coffee and gelato shops and restaurants within a couple of blocks as well as a pedestrian zone with artists' stands and more restaurants. Ten minute walk to Plaza del Armas and the hop-on/hop-off bus. St. Lucia Hill just a couple of blocks away for great views and a nice walk. Park literally across the street is very nice.||Hotel itself was great. Rooms a little small but completely functional and nice. Only downside is that they were pretty noisy (I bet those on the park side would be quieter since that street is much less busy.) As other have said, Diego at the front desk is super-helpful - in our case calling our driver who was late to pick us up for our transfer to San Antonio. Breakfast was also very nice.||For those with flights from the USA arriving in the early morning, would recommend you consider booking your rooms for the night before you arrive if you want to make sure they're ready upon arrival. We did that (just put a note in the reservation so the hotel knows why you're not showing up the first night) and it...