Sommelier Loft — Hotel in Santiago

I booked this hotel for my final stay in Chile. My partner and I have been travelling South America and thought this would be a nice treat before our long flight home. Upon arrival, we found check in to be difficult. There was a language barrier, however anything that was hard to communicate could’ve been done over google translate. We were told that there was a deposit on top of payment for our room. We understood the need for a deposit and it was not something that we weren’t used to. However, both our cards could not take payment (despite having money on it). There was an internet issue, hence the card reader not being able to take payment… however, it was made out to be like it was our fault? The receptionist requested us to pay in cash, so we needed to find an ATM. What bothered us was that she didn’t tell us the full amount to withdrawal, and ONLY the amount for the deposit- if you are foreigner, the withdrawal fee is quite expensive ($16AUD to be exact). We came back thinking we would be fine and able to get our room. BUT, she still wanted us to pay on card for the room fee. At this point, we thought it would be OK to ask if we pay later, since it was quite obvious the server was down. She refused and requested us to withdrawal more money… requiring us to pay an additional withdrawal fee. My partner and I were frustrated at this point and decided to leave the hotel and find accommodation elsewhere. It just didn’t make sense for us to withdrawal more money again and cop another withdrawal fee. In future, I do advise that this establishment to communicate with their guests the full amount to withdrawal at check in, to avoid situations like this. We understand that complications like this do occur, but if you want your guests to have a pleasant stay, try to be more considerate and lenient. Most of us just want to rest after long days of travel and are honest and will pay.

Ps. The next place we went to, our...

No sabía si estaba en un hotel o en un motel… no me pudieron dar factura. El televisor se ve pésimo y tiene acceso a vídeos para adultos. Se escucha un constante sonido de agua en cañerías. Se escucha el sonido de las habitaciones de los costados. No tienen estacionamiento. Tiene un cargo extra pero aún así un día llegue a estacionar mi auto y había otro auto estacionado en donde había pagado por el lugar por 4 días. De entrada me dieron ganas de irme del lugar. La bajada de ducha estaba manchada con cloro. Y las personas que allí trabajan en recepción necesitan capacitación de hospitality. No tienen actualizado el número de teléfono fijo para poder llamar en caso de alguna emergencia a recepción. Termine enviando un correo electrónico que nunca respondieron. Y tuve que llamar a otro hotel de la misma cadena para que me ayudaran a solucionar una emergencia que tuve. Realmente mi experiencia fue horrible. Para no volver. Si la ubicación es buena. Pero hay mucho sonido desde las calles por las noches. Los grafitis en las paredes están buenos. Necesitan un aromatizador en los pasillos, en la recepción. Huele extraño el hotel si es que lo puedo llamar hotel?… No hay servicio de desayuno.

I didn't know if I was in a hotel or a motel… they couldn't give me an invoice. The TV looks terrible and has access to adult videos. There is a constant sound of water in pipes. The sound of the rooms on the sides is heard. They don't have parking. It has an extra charge but still one day I arrived to park my car and there was another car parked where I had paid for the place for 4 days. At first I wanted to leave the place. The shower tub was stained with chlorine. And the people who work at reception there need hospitality training. They do not have an updated landline number to be able to call reception in case of an emergency. Ended up sending an email that they never responded to. And I had to call another hotel of the same chain to help me solve an emergency that I had. My experience was really horrible. Never to return. the location is good. But there is a lot of noise from the streets at night. The graffiti on the walls is cool. They need an air freshener in the corridors, at the reception. Does the hotel smell strange if I can call it a hotel?… There is no breakfast service.

Eu não sabia se estava em um hotel ou motel... eles não podiam me dar uma nota fiscal. A TV parece terrível e tem acesso a vídeos adultos. Há um som constante de água nos canos. Ouve-se o som dos quartos nas laterais. Eles não têm estacionamento. Tem um custo extra, mas ainda assim um dia cheguei para estacionar meu carro e havia outro carro estacionado onde paguei pelo local por 4 dias. No começo eu queria sair do lugar. A banheira estava manchada de cloro. E as pessoas que trabalham na recepção precisam de treinamento em hotelaria. Eles não têm um número de telefone fixo atualizado para poder ligar para a recepção em caso de emergência. Acabei mandando um e-mail que nunca responderam. E tive que ligar para outro hotel da mesma rede para me ajudar a resolver uma emergência que tive. Minha experiência foi realmente horrível. Para nunca mais voltar. Se a localização for boa. Mas há muito barulho das ruas à noite. O grafite nas paredes é legal. Eles precisam de um ambientador nos corredores, na recepção. O hotel cheira estranho se posso chamá-lo de hotel?… Não há serviço de...

I had a fantastic stay at Hotel Sommelier Loft. From the moment I arrived, the staff were outstanding—warm, professional, and always ready to help with anything I needed. The location is unbeatable, right in the heart of Santiago, with easy access to shops, restaurants, public transport, and cultural sites.The room was spotless, stylish, and very comfortable. I loved the modern loft design, large windows, and thoughtful touches like the coffee machine and mini fridge. The bed was incredibly comfortable, the air conditioning worked perfectly, and despite the central location, the room was quiet and peaceful.Everything felt clean, secure, and well maintained. What truly stood out is the great value for money—considering the quality of the service, location, and comfort, it exceeded my expectations. I felt relaxed and well cared for during my entire stay. I’d definitely return and highly recommend it to anyone...