Pullman Vina del Mar San Martín — Hotel in Viña del Mar

I used booking.com, which I usually have a good experience with, to book a stay at a different hotel in the area. However, on that occasion, the hotel rooms were not nearly as nice as advertised. So, I drove down to Pullman, because I planned on simply verifying that the rooms are as they were advertised online. I could tell that the rooms probably just as sweet as they looked online just by entering the lobby, but the manager on duty offered to bring me up to a room just to take a gander.

Not a good start. Arrived at 2.10 pm to be told that check-in was not until 3 and that because they were busy last night, no rooms were available, apparently The lady did not even check my name or what my Le Club Accor status might be, not interested. Now, it is 3.15 and I am sat waiting for the long check-in queue that formed before 3pm, to die down. Addendum: discovered that the Atton is just becoming a Pullman brand. Due to this my Accor reservation was not in the system. Requested, and was granted, a sea view which was a plus. Parking is easy if you are driving as the Atton had reserved spaces for guests. We arrived on a Sunday and the area was rammed but still managed to park. Vina del Mar is a really nice area and access to Valparaiso is straightforward. Breakfast imv is not to Pullman standards and I wish they would cook their scrambled eggs just a touch more - very runny. The second day I ordered poached eggs and got a ramekin with two broken eggs sat in a bath of water! The room is good, bed is good and there is a blackout blind that is electrically operated from the side of the bed. Now, the pool area. Nice, small pool and the pool area overlooks the beach. When I arrived there were no pool towels although a small pile was delivered shortly after. Tried to order a drink using the phone which connects to reception. Basically, there is a drinks menu and a food menu on the "bar". Behind the bar were piles of dirty dishes and glasses that hadn't been cleared. Struggled to get anywhere with reception when I used the phone, got transferred to the restaurant and no one answered. Back to reception who told me a waiter was on his way. Ten minutes later, no waiter appeared so back on to reception again. The lady took my order. Another ten minutes later two waiters appeared and tried to take an order from me but spoke no English at all. The whole episode was like something out of Fawlty Towers! Whilst the pool area was reasonably busy, the "bar" was not tended and wait staff were very thin on the ground. This all needs sorting and again, IMV, does not meet what I would expect of a Pullman-branded hotel. We check out tomorrow but I'll leave my review at this as it covers everything I want to report. Would like to give 2.5 stars and giving three, given that the property is supposed to now be a Pullman,...

I’ve been to this hotel before, enjoying their awesome rooms with ocean views and a more than good breakfast buffet so it was a no brainer to pick it up again as my destination while in Viña del Mar. As I was checking in the guy from the lobby told me it was a bay view room and I told him that I paid extra for ocean view and he said it was the same. He was wrong. If you can see the attached picture, I’d say that’s city view. One guy that went to my room to try to fix the TV to use the built in chromecast had the audacity to tell me that if I stand from the other side of the room I could see the ocean, I didn’t say anything but I should have said THEN MOVE YOUR BLOODY BEDS TO THAT POSITION CAUSE I CAN’T SEE S- ANYTHING. Anyway, the chromecast never worked and the limited amount of channels was worthless. You might say “why would you wanna stay at your hotel watching the telly?” Well there’s a curfew, every bloody tv should be working. The hand basin was clogged, the bathroom seemed clean but the room’s floor was dirty. I spilled some water and tried to clean it with the bathroom mat and it ended up covered with dirt. I can understand that covid has made things difficult for some hotels but none of my problems were something you could say it’s because of covid, but the other way around; because of covid they should have cleaner rooms, with working hand basin and a fully functional telly. They were clearly understaffed. My aisle was full of food trays, and breakfast was a mess. They had limited options, and bacon, which I would have thought it was a breakfast staple for hotels, was nowhere to be found. Because of covid related rules imposed by the hotel you couldn’t stand to pick up your food, you had to wait for someone from their limited staff to do that for you and it was a horrible experience. Guest around me were so angry, some were even breaking the rules and picking up stuff by themselves. I checked their website and they’re fully booked for several weeks, they should hire more stuff and stop being so cheap. They offered me a minuscule refund but I haven’t seen it reflected on my account yet and I highly doubt I will. I guess it’s time to say good bye to Pullman if they continue being...