We ended our cruise with Seabourn in Valparaiso, spent a couple of days in Vina de Mar before heading over to the San Cristobal Tower, “A Luxury Collection (NOT) Hotel”. We selected this property due to the fine experiences we have had in the past with the SPG “Luxury Collection” properties. We have stayed and prefer to stay at SPG properties throughout the world and this was by far the most disappointing of ANY SPG property, or comparable chain we have ever stayed at. We cut our losses and left Chile a day early.
Before getting into some specifics, I want to give them some benefit of the doubt due to the fact that their employees were on strike,
and like most unionists doing everything possible to make it miserable for the guests staying there. It is in my opinion that it is under
Circumstances like these that management has an opportunity to raise to the occasion. Nicole who was handling reception and check
us in was actually one person trying to make a positive difference. She personally brought us up a coffee maker with the necessary ingredients so we could have coffee in the morning in our room, room service was not available. It seemed the rest of the management team was AWOL, or perhaps tied up trying to negotiate their way out of the situation.
The really big issue for us was food service, or more correctly the lack of it. It just so happened that on Sunday Chile was having their run-off election and everything was closed so we went down stairs to see what the hotel had available. The only thing available was the pool side buffet which consisted of a $40.00 salad bar or $60.00 full buffet (approx.). Not wanting to eat this much, we asked if there were any other options. We were told that they would be opening up the grill for hamburgers, and hot sandwiches in about 20 minutes, so we had a drink at the pool side and waited, and waited and waited. Two hours later we got our sandwiches with buns as hard as a rock, took the meat out so we could eat it. It just seems that someone could have come up with some additional options such as a small soup, salad, finger sandwich station for those who just wanted something light to eat. With the different food islands they did have available for the $60.00 buffet, it does not seem that this should have been an issue.
There were other factors that just make the stay cumbersome, and it would have been considerate if someone could have sent us an email giving us a heads up on the strike and limited services. We would at least had the option of staying elsewhere, maybe that’s why we were not notified.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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I am truly sorry to hear that your experience with us did not reach your expectations. As you mentioned, we were on strike by December, and we did our best efforts to handle the situation, however there were some services that were not available at that time.
If you would like to discuss this further feel free to contact me at my email: firstname.lastname@example.org.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.