Being a SPG gold member for several years, and having stayed in others Luxury Collections around the world, I went to Villarica Park Lake with high expectations of getting the same service level and confort, and with the illusion of being spoiled during my stay. The hotel is indeed very nice, with amazing surroundings and a breathtaking lake view. Nevertheless it is far far away of being a Luxury Collection. The room has a good size and it is very well decorated. Space is not an issue, bathroom is large with separated bathtub and shower. So is the balcony, overviewing the lake, providing an amazing relax sensation. It is also very clean too.
But when it comes to the service, it was a disappointment. First at arrival no one came to help us with the bags, and I had to seek and guess who was the bell captain. We stayed for 6 nights and the minibar was never refilled, althougt we have asked several times. The air condioning is not controlled by the guest, but is centralized, so either you like or not, you'll have to live with the temperature somebody picked for you, sometimes hot, sometimes cold, always a surprise.
At the restaurant they were short of staff, even though we went during high season, and the few that was there, were stressed and overworked, and clearly coudn't have the job done for so many people either in dinner or at the breakfast. Short memory, long waiting, and a lot of self service was the result.
This was valid for all three restaurants, including the lobby bar (only one server !!) and the pool restaurant. Chile is a wine country and the climate and surroundings of Pucon deserves the perfect combination of food and wine. For my surprise, the wine list was changing (remember we went in the middle of the high season), and was a hard job to choose a wine from the wine list that they actually have available.
The Spa area is amazing, lots of room, steam and sauna are awesome, but the indoor pool temperature, was another issue, not warm enough to make it a pleasent experience. The massages were overpriced in relation to other spas in similar hotels, so I did not even try it.
The gym was a joke, small, outdate and not even with a treadmill available. Not what I was expecting, specially if you are talking about a Luxury.
For those going with children, it is an ok place to go, with some staff and facilities for small kids. They also have some kids menu and plenty of willingness to acomodate our especial needs for a small child.
To me is just a regular and standard Sheraton, never a Luxury Collection, therefore a little overpriced. I will be back for next long weekend, but definitivelly with different expectations.
- Official Description (provided by the hotel):
- Between Villarrica and Pucon, surrounded by the captivating beauty of Southern Chile, we offer understated opulence and outdoor adventure. ... more less
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