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“Worst Patagonia Experience” 1 of 5 stars
Review of Terra Luna

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Terra Luna
Km 1.5, Carretera Austral | Camino Chile Chico, Puerto Guadal, Chile   |  
Hotel amenities
Ranked #1 of 1 Hotels in Puerto Guadal
Contributor
20 reviews 20 reviews
7 hotel reviews
Reviews in 11 cities Reviews in 11 cities
10 helpful votes 10 helpful votes
“Worst Patagonia Experience”
1 of 5 stars Reviewed August 2, 2012

We had taken one of the tours offered by this place in a speed boat to a glacier. Food was terrible, water almost unavailable, treatment worst than that. The place (The glacier itself) is outstanding, sadly they don´t advice that you will need a lot of mosquito repelent, and all of us where bitten.
The staff, particulary the owner, where very disappointing on their behave towards one of the persons of the group, who got a twisted ancle. None of them helped him, neither with his backpack to make his trekking back to the boat lighter than carring his own stuff. (We helped him with our walking sticks)

We reserved a room for that same night, and at the morning of our arrival, they told us that the reservation it was not going to be honored, so we had to find another place.

As a resume, the place, is wonderful, the service sucks...

  • Stayed February 2012, traveled with friends
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
terraluna, Propietario at Terra Luna, responded to this review, January 18, 2014
This person never lodged, neither officially booked a single night in TERRA LUNA (booking requires prepayment). Concerning the excursion itself, everybody saw the great time he had, ear his laughs, can confirm his happiness and the thousands pictures he took. In short words... this is not an objetive opinion about TERRA LUNA, but a "personal motivated" opinion due to many many external parameters that are not possible, neither necessary to expose on a web site.
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78 reviews from our community

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Rating summary
  • Location
    5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (3)
Date | Rating
  • English first
  • French first
  • German first
  • Portuguese first
  • Spanish first
  • Any
English first
Brussels, Belgium
Senior Contributor
42 reviews 42 reviews
25 hotel reviews
Reviews in 25 cities Reviews in 25 cities
26 helpful votes 26 helpful votes
4 of 5 stars Reviewed May 19, 2012

I stayed at the Terra Luna as part of a trip along the Carretera Austral. Unfortunately I only spend one night over here on my way back from Caleta Tortel to Coyhaique. This is by far not enough and I surely will return one day to spend at least 3 or 4 days in order to take in the outstanding views you get here over the Andes and Lago General Carrera. The cabins have wonderful views as well and have all the facilities you can expect. Enjoy a nice apperitive on your cabin terrace before having dinner in the restaurant. Quite good foor and very helpfull staff...

  • Stayed February 2012, traveled with friends
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Berlin, Germany
Contributor
14 reviews 14 reviews
5 hotel reviews
Reviews in 8 cities Reviews in 8 cities
14 helpful votes 14 helpful votes
1 of 5 stars Reviewed March 4, 2012

We have stayed in the Tera Luna for 2 nights. The place looks from a natural geographic film, diner there were expensive but excellent, the the service and the people were terrible. From the first second people put pressure on you to take their excursion, the owner even did not stop pressuring us when the dinner arrived and got cold, most of the people there were grumpy, very unhelpful and basically did not give us any accurate information about the basic things such as transport (unless we take a shuttle from them) or restaurant (because we suppose to eat there).
Beside this, due to budget reasons, we took the smallest cabana which was overpriced (over 70 Euro!) and very simple and rather uncomfortable.
It was the only place in Patagonia that we got such a treatment.
So, to cut short story short, if you have no intention to take their excursions (which are over 100 Euro per person!), Beside this, usage of the sauna and the hot tab are for extra costs. I would go over there to have diner to enjoy the view, but I would not stay over night there. It is all about people.

Room Tip: Don't stay there
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  • Stayed February 2012, traveled as a couple
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
terraluna, Propietario at Terra Luna, responded to this review, March 7, 2012
Thank you for your opinion about my lodge and myself. But I suppose it would have been more helpfull to talk face to face about your problem instead of using internet. , as we could react and correct eventual mistakes to make your holidays more pleasurable. This has always been our aim.
But now that we have no more options to help you, let's go to the facts and these are my comments.
You say the place is gorgeous, the food is excellent but after reading all your comment I could resume it by simples words: "money matter". Ypu fpound everything expensive and "expensive" is a very relative concept...
Dinner: An "excellent" (your words) dinner including soup, salad, main course, desert and herb tea four US$ 20 in a Hotel restaurant, on a lake shore, and facing the region's highest peak in Patagonia is probably the less expensive you can ever find!!!!! Please check in PN los Glaciares (Argentina), in Torres del Paine for "same locations" hotels.
Cabin: As you said you choosed the less expensive one for budget reasons. There are only 2 cabins like this which means only 4 persons in a total hotel capacity of 54 Pers. So why would you recomand to everybody not to go to Terra Luna when all the rest of the people can choose a very nice and confortable cabin like the jacuzzi , tree house, appartments, etc..???? All these acomodations for a maximum price of US130 /night for a couple which is also cheap comparing to common Patagonian prices in such kind of locations. You choosed the cabin normaly choosed by walk-in passengers, backpackers, group guides, group drivers, cyclists. Most of them like it by the way, but the lodge can not be qualified and generalized according to its lowest category room, This offer (camp hut) is an exception in the whole infraestructure. We offer this option in order to permit to low budget travellers to enjoy the place and the outsanding site and view at an affordable price. Good intentions, but I can see the risk now.
SPA: Once again to critisise the lodge because the SPA (sauna massage hot tub) is an extra cost is almost unacceptable!!!!! This is the case in the big majority of hotels all around the would. How can you pretend us to includ it in a night room at US$ 70 for 2 person???? It is included in our "all inclusive program".
The people: If the 14 people working here are "terrible" , many of them working here for years and with thousands of "thanks" written in our gold book (did you read it in the restaurant?), I think the problem is somewhere else... Remember that human relation have always 2 sides and maybe if you would have tried to have a deeper or a more "honest" or "direct" contact (about your opinion for example) probably the result would have been different. As all of them are always doing their best to solve any passenger problem. Remember they like "tips" in South America... But sometimes misunderstandings occur...between people. So I definitively think this is a shared or a simple "skin" problem.
Information /Excursion
On that point it is even more sad to read your comment as we consider that informing from the beginning and recomand about the best excursion our passengers can do here around is giving them tools to have good holidays. Specially if for years hundreds of passengers who did it thank us afterwards for the recomendation as that was "the experience of their life". Besides, this particular excursion you refer to, is not the "hotel" one as peole from all the hotels around the lake sell it. It is part of "the glacier connection" pool, which gathers 3 companies (3 owners) going the 3 most important glaciers around. It has its own web site, an external office in Pto Tranquilo, etc... and the prices are much lower than ANY other option to see places like laguna San Rafael for example a offer a much interesting experience that traditional offer (US$ 190 against US$ 340) .
So problem is much simple: if you do not want such information or do not have the budget to do something, if someone has been "bad" with you, just inform the administration directly and that's all. If I am correct, you came to our place without car, with a local bus, which is absolutely OK to us, but rare and it does not make it simple for self guided excursions or to organise something around... And this is probably the difficulties the staff had to give you solutions. With no transportation here you have not too much options than use our kayaks or take a boat excursion as we recomand. Well, toolate now. So I am sorry we could not fill your particular expectatives and sincerely apologies for this.
But you don't any favor to other travellers when you recomand everyone not to come to Terra Luna as they can enjoy many many things if they have the budget (lodging in a normal or superior rooms, renting canoes, using the SPA, going to the jet excursions, etc...). In other words, your experience is more "personal" , "human" and due to a particular situation, than an objective evaluation of the hotel facilities you probably did not use. I can perfectly understand and respect your opinion, and situation but I feel sad to know all by this internet and do not have the possibility to understand your parameters and needs, and have the possiibility to change things to make you happy with your stay. Because this is our aim, to be able to recieve different kind of persons and budget and they can enjoy it. We also recceive student classes every year and meny hotels refuse them. When a problem occurs and we can know it on time we are always glad to change things "in situ".
Once again, thank you for your feedback and hopefully you can come back one day with a higher budget so you can enjoy many of our numerous facilitiies and recomanded activities and give us the opportunity to read a better opinion of our hotel.
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santiago
Contributor
19 reviews 19 reviews
14 hotel reviews
Reviews in 17 cities Reviews in 17 cities
22 helpful votes 22 helpful votes
5 of 5 stars Reviewed February 25, 2012

The lodge facilities are quite normal for this region, but what are really superb are the excursions and services Terra Luna offers. We did Leones Glacier and Soler Glacier. I have traveled extensively in Chile, Argentina, Peru, Bolivia and New Zealand and these are really the best excursions I have done in my life :

1) All staff is very nice, knowledgeable and professional. Phillipe (The owner/Guide) is an experienced climber that has made difficult trips accessible to regular persons with no special outdoor experience like our group.
2) Otherwise these glaciers need many days, with long guided treks to access them but Phillipe has the only jet boats in the region able to climb the rivers very far so you can reach them in one day with nice an enjoyable treks. You will be riding very wild rivers where you see no one else.
3) The trips are a small group with less than a dozen passengers including guides. You will hardly see anybody else in the whole trip. For this reason we saw condor nesting which is very difficult to see in crowded areas.
4) They have canopies and small boats in strategic places so you get really, really close and in an intimate manner to the glaciers, not like in more massive trips. This element adds most of the adventure and magic to the trip.
5) The scenery is fantastic, you will get right inside campo hielo patagónico norte which is simply gorgeous and fairly inaccessible otherwise.

Besides all that, nice meals, nice wine and nice conversations. Highly recommended.

Room Tip: Rooms adjacent to the restaurant are somewhat noisier than separated cabins which are really quite.
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  • Stayed February 2012, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Santiago, Chile
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed February 15, 2012

What a great way to start our journey through northern Patagonia!
The lodge complex right beside the lake makes it truly magical! if you're with your spouse, i recommend the treehouse, the view is simply gorgeous! I stayed for 3 days there with my girlfriend.
Dinner is served in the main lodge, which was a bit far of our treehouse, but we didn't mind as there's trails and it's nice to walk and enjoy the views of the area.
Definitely the best part was the excursion with Patagonia jet. We went to the Leones glacier, it took about 9hours a bit long, but it included a lunchbox with assorted food that was okay. There's a 40 minute trekking which was nice and the river crossing with the canopy was very exciting. Don't forget to bring a windstopper jacket, because the boat goes very fast and it gets a bit chilly!
All in all a wonderful experience, not forgetting the crew of the lodge which were very helpful and friendly.
Thank you!
Christian S.

Room Tip: I can't really say about the other accommodations as i stayed in the Treehouse (Nido) but they...
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  • Stayed January 2012, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
terraluna, Propietario at Terra Luna, responded to this review, December 10, 2013
This person never spent a single night in TERRA LUNA,, as well as he never did a formal booking either (booking requires mail procedures, prepayment, etc... ), so this is a lie... He just joined some of our passengers for the day excursion because a member of his own family told him he should absolutely do it (as everybody else thinks by the way....) and he had a great day with them, probably the adventure of his life, thousands of pictures smiling, yelling. I you want the thruth just contact "Acoutesh", the family of 5 pers. who share that precise day with him.
The rest is part of a long story (others were witnesses), and has nothing to see with the hotel, neither with travellers information... but more with personal bad intentions and inclusive racism against french citizens. It's a pity that people use internet and deshonor serious sites like this one with such kind of things.
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Portland, Oregon
Senior Reviewer
6 reviews 6 reviews
Reviews in 5 cities Reviews in 5 cities
9 helpful votes 9 helpful votes
5 of 5 stars Reviewed January 10, 2012

A really amazing place. This resort is just outside Puerto Guadal in a small hill with a perfect view of lake General Carrera and the snow covered mountains on the other side of the lake. It has several cabins with a rustic architecture, a lot of attention to details and small accents.
They have a small beach in the lake and one can swim there in a sunny day. An excellent place to relax and enjoy the breathtaking beauty of Chilean Patagonia

  • Stayed December 2011, traveled with friends
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Schweiz
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed December 17, 2011

During our expedition to mount San Valentin we stayed twice for a couple of days at Terra Luna Lodge. We really appreciated to stay at Terra Luna Lodge with Philippe and his staff! If you are in Patagonia you should not expect hotels according 5 star rated hotels in St. Moritz, Kitzbühl etc. But what you get for your money its worth. Everybody is doing it’s best.
We found a great and cozy place with friendly people We really can recommend this place.

Best wishes for Philippe and his crew
René

  • Stayed December 2011, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Terra Luna

Address: Km 1.5, Carretera Austral | Camino Chile Chico, Puerto Guadal, Chile
Location: Chile > Aisen Region > Puerto Guadal
Amenities:
Bar / Lounge Beach Free Breakfast Free Parking Children Activities ( Kid / Family Friendly ) Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Suites
Hotel Style:
Ranked #1 of 1 Hotels in Puerto Guadal
Price Range (Based on Average Rates): $
Number of rooms: 50
Official Description (provided by the hotel):
Terra Luna Lodge is located 290 Km south from the city of Coihaique (Chile), in Puerto Guadal, on the shore of lake General Carrera, facing Patagonia Northern Icefield and its impressive glaciers Leones, Nef and Soler, Laguna San Rafael and Mount San Valentín (4058m), Patagonia’s highest peak.. Puerto Guadal is a strategic location and n a bay renowned for its exceptional micro-climate that allows to visit the area “all year round”. Lake General Carrera. Some kilometers to the south is Río Baker, a fisherman’s paradise and Lake Cochrane where it’s posible to visit Tamango Nacional Reserve dedicated to “Huemules” (Andean dear) protection and Cerro San Lorenzo (3706 m). To the North are “Capillas de Mármol”, incredible marble caves drown by erosion of the lake waves, Glaciar and Exploradores Valley and Cerro Castillo National reserve, in between many other Natural treasures. During low season (from May to August) we offer promotional rates and alternative very interesting activities such us rural tourism, snowshoes, trekking and boating excursions. Charms of Patagonia in autumn and winter are yet to be discovered, and in several cases they can even be superior than high season scenaries. Some of the most important advantages that low season can give you are: amazing colors, no insects nor wind, almost no tourists around, no dust on the roads and finally considerably lower rates. It’s also the best time for photography (light & colors), Navigation is also better no winds means no waves on the lakes and overflights have much less turbulence as well. Terra Luna offer Apartments and Bungalows completely equipped allow to lodge confortably amongst nature, with a complete infrastructure. A real paradise in Chilean Patagonia…Terra Luna offer Apartments and Bungalows completely equipped allow to lodge confortably amongst nature, with a complete infrastructure. Our capacity is 54 persons and we have bar, restaurant, private discotheque, Audiovisual room, Cinema, Jacuzzi, Hot Tub, sauna, laundry, children area, telephone, Internet WI-FI, mini climbing wall, billard, private transportation, bikes, boats, and kayak rental , mini shop, and parking, to enjoy Chilean Patagonia. We also offer “All inclusive” traditional active programs and Expeditions for the most sportive people. For “Walk In” visitors, we offer simple lodging alternatives with optionnal activities and excursions to different spots by the way of trekking, horseriding, biking, overlanding, and jet boating to unknowned but incredible glaciers Leones and Soler. Besides Terra Luna offers unique expeditions to the Northern Icefield magical white world. ... more   less 
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Also Known As:
Terra Luna Chile/Puerto Guadal

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