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“NICE PLACE TO STAY WITH KIND STAFF” 4 of 5 stars
Review of Grand Hyatt Santiago

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Grand Hyatt Santiago
5.0 of 5 Hotel   |   Kennedy Avenue 4601, Santiago 7560994, Chile   |  
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Ranked #10 of 173 Hotels in Santiago
1 review
“NICE PLACE TO STAY WITH KIND STAFF”
4 of 5 stars Reviewed September 3, 2013

This hotel have an excelente view of Andes, nice architeture, excelent staff. The neighborhood is also very good, and in a place that is easy to go everywere. Now the SPA is completely new, but unfortunatelly I didn't have time to enjoy it.

  • Stayed July 2013, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarcLorenz, General Manager at Grand Hyatt Santiago, responded to this review, September 3, 2013
Dear Guest
Many thanks for your most recent review about your stay in July.
We really appreciate your very positive feedback and it encourages all of us to continue to exceed expectations of our guests every single day.
I wish that you have time to come back soon to enjoy our Spa, pool and gardens in the near future.
With kind regards
Marc
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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785 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (116)
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Annapolis
Top Contributor
93 reviews 93 reviews
18 hotel reviews
Reviews in 25 cities Reviews in 25 cities
54 helpful votes 54 helpful votes
4 of 5 stars Reviewed September 1, 2013

We left with a very mixed opinion of this hotel.

First, the good: this is a gorgeous hotel. Simply stunning, both inside the lobby and with amazing views. Also, for the most part, the hotel is very well staffed and everyone goes out of their way to ask if there is anything you need. We felt pampered. The neighborhood seems very safe and the hotel is within easy walking distance of a large upscale mall. The lounge on the 16th floor was very nice with a great breakfast (the croissants were really good!) as well as good assortment of fruit, etc. The Thai restaurant was also pretty good if you don't feel like leaving the hotel even if the food was not super authentic (or at least seemed different than our best Thai restaurants here in the United States).

Now, the issues: If this were any other hotel, I probably wouldn't mention the following. However, this is a Grand Hyatt and we opted for a fairly expensive suite. Maybe it was because we were on the 19th floor (top floor) and heat rises, but it was winter in Chile and in spite of 3 different calls and a conversation with two different people, they were never able to cool our room down. This would not have been that dreadful but the room temperature was actually in the 80s the entire time. We actually left our door open a fair amount of the time to allow some of the cooler air from outside to enter our room. There was no offer to move us to a different room and no one ever came to check the two thermostats (which we actually set to the lowest settings). I gave the room and sleep quality low scores below because of this environmental challenge. Otherwise, the room was amazing and the beds were very comfortable.

In addition, we needed to ask them 3 times to bring the roll away cot for our daughter. Not a big deal but not something we would expect at a Grand Hyatt.

Finally, the wi fi was pretty spotty. It always worked when we were in the lobby or in the Grand Lounge. However, service in the room was hit or miss. International prices for our cellular plans were a little pricey so we were really hoping to rely on wi fi for most of our data needs. Having to continuously leave the room to use our phones/computer was an unanticipated inconvenience given the fact that wi fi was supposed to be available in our suite.

  • Stayed August 2013, traveled with family
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarcLorenz, General Manager at Grand Hyatt Santiago, responded to this review, September 1, 2013
Dear Guest
Thank you for your review from today and your honesty, it is much appreciated.

Giving us the opportunity to act on some of the issues you encountered is of incredible value to me and I would like to thank you for taking out extra time in writing a extensive review.

First of all as well, another THANK YOU for highlighting the many positive experiences you had related to your stay as well.

The inconveniences you eperienced with the wait for service and having to repeatetly call is not our standard and I will ensure that we will work on this with the team.

In regards to the heat in your room, even though you are right that the higher floors are generally warmed due to the hear rising and a lot of heat having to be pumped into our vast atrium to ensure it is not freezing at the bottom, the AC in the room itself should not have problems adjusting to the desired temerature. Again, we will look into why this happened and how we can solve the technical issue.

The WiFi connection generally does work very well but we did have some major problems during the last week with our FREE internet for all suite and Grand Club guests which our internet service provider has not been able to fix in a reasonable time and by the sounds of it we failed to inform you about this and did not take appropriate actions to come up with solutions.
My sincere apologies and I can assure you that this is usually not an issue.

I would much appreciate if you would still consider to stay with us again and please feel free to contact me directly.

With kind regards
Marc
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Paris, France
Top Contributor
821 reviews 821 reviews
122 hotel reviews
Reviews in 134 cities Reviews in 134 cities
389 helpful votes 389 helpful votes
4 of 5 stars Reviewed August 20, 2013

Very good location in Los Candes district; the main advantage of the hotel is amazing view from most of the rooms on surrounding mountains, to be enjoyed early in the morning or, event better, during the sunset, with mountains nicely illuminated by sunlight. The rooms are as good as in any Hyatt, without any specific charm but then with great, comfortable beds. Good place to stay in town for few days.

Room Tip: Top floor, mountain side
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  • Stayed August 2013, traveled with family
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 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.
MarcLorenz, General Manager at Grand Hyatt Santiago, responded to this review, September 1, 2013
Dear Guest
Many thanks for your feedback on your recent stay in August with your family.

We appreciate you taking extra time to share your experiences with us.

It is great to read that your overall really liked our facilities, the location and most importantly our service and thank you for the excellent rating.

It will be a pleasure to receive you and your family again at our hotel, soon.

With kind regards on behalf of the entire team.
Marc
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Brisbane, Queensland, Australia
Top Contributor
80 reviews 80 reviews
47 hotel reviews
Reviews in 35 cities Reviews in 35 cities
38 helpful votes 38 helpful votes
5 of 5 stars Reviewed August 17, 2013

I have reviewed the Grand Hyatt Santiago before but this review substantiates the great ongoing standards in this hotel. Reasonably located close to main offices and entertainment areas the Grand Hyatt Santiago is its own complete package. The byword of the wonderful staff is 'Is there anything else I can do for you?" Anything from another cup of coffee to organising taxi and/or restaurant bookings, and all the advice you would need to have a great experience in Santiago and Chile generally. The rooms have a great vista of the Andes Mountains which is particularly stunning in winter which was my last visit. Santiago itself is a great city, all amenities and very safe. The hotel restaurants are of the highest standards and the hotel has one of the best gymnasiums of any hotel I have visited.

Room Tip: The higher the better, even with a little sway from the occasional tremor.
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  • Stayed July 2013, traveled on business
    • 5 of 5 stars Value
    • 4 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 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarcLorenz, General Manager at Grand Hyatt Santiago, responded to this review, September 1, 2013
Dear Guest
You have made our day with your review! Thank you for your wonderful feedback and choosing to stay with us again during your recent visit in July.

As the General Manager I could not be happier to read from a repeat guest that you found that we continue to perform well and keep up the high standards you had experienced in previous stays.

We can only hope that you will be returning to Santiago soon to give us the honor to receive you back to Grand Hyatt Santiago.

Please let us know your next travel plans and it will be a pleasure to asign a high floor for you.

Best wishes and kind regards
Marc
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Jaipur, India
Contributor
17 reviews 17 reviews
8 hotel reviews
Reviews in 8 cities Reviews in 8 cities
10 helpful votes 10 helpful votes
4 of 5 stars Reviewed August 16, 2013

I stayed at the hotel for 9 nights during end of July and first week of August. THe location of the hotel is good. The staff of the hotel was very friendly and everything from check-in to check-out was taken care of well. Would specially mention Alejandro. He was extremely helpful and his tips about travel helped a lot specially for someone who was travelling to Latin America for the first time.

The room was a mountain view room on 7th floor. Something higher would have been more breathtaking but I am pretty satisfied with what I had. Housekeeping was efficient.

Buffet breakfast was great.

Would love to come back here when I visit Santiago next.

Room Tip: Take a mountain room as high up as possible.
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  • Stayed July 2013, traveled on business
    • 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.
MarcLorenz, General Manager at Grand Hyatt Santiago, responded to this review, September 1, 2013
Dear Guest
Many thanks for your very encouraging feedback, it is very much appreciated.
We appreciate you choosing us for your long stay in July / August and of course we are thrilled to read that you had a good stay, specially mentioning service, which means a lot.
I am personally thrilled that Alejandro could make a difference by taking personal care of you during your first Latin eperience and your requests.
We are very much looking forward to your next visit and please let us know in advance and the high floor will be taken care of with pleasure.
Kind regards
Marc
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London
Contributor
12 reviews 12 reviews
4 hotel reviews
Reviews in 10 cities Reviews in 10 cities
14 helpful votes 14 helpful votes
4 of 5 stars Reviewed August 14, 2013 via mobile

Nice property in a good location, walking distance to one of the largest shopping malls and some nice restaurants. Rooms are big with great views of the city and mountains. Decor and equipment in the rooms could be updated. Good size pool (outdoor, not heated though). Medium size gym, cardio equipment could be updated.

Stayed August 2013, traveled solo
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarcLorenz, General Manager at Grand Hyatt Santiago, responded to this review, September 1, 2013
Dear Guest
Thank you very much staying with us and taking time out to write about your experience with us in August. It is much appreciated.
It is wonderful to read that your liked our location, facilities in walking distance and room size.
I am very happy to let you know that we are about to embark on a renovation in 2014 which includes all rooms and suites as well as public areas.
We will be looking forward to welcoming you back and receiving your comments.
With kind regards
Marc
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sao Paulo, SP
Senior Contributor
36 reviews 36 reviews
14 hotel reviews
Reviews in 20 cities Reviews in 20 cities
12 helpful votes 12 helpful votes
4 of 5 stars Reviewed August 8, 2013

The hotel is still pretty good, specially for kids. The only complain is that the rooms are exactly the same they were 30 yrs ago... They do look run down and everything in the room is old. Space is the room great though (think that every room has a small living room with views of the mountains or the city). Staff was helpful and nice. The bar close to the lobby was great for drinks before going out for dinner. Breakfast was also very good.

  • Stayed July 2013, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarcLorenz, General Manager at Grand Hyatt Santiago, responded to this review, September 1, 2013
Dear Guest
Many thanks for your honest feedback on your family trip to Santiago in July. We very much appreciate it.
It's great to read that you liked the friendliness of our associates and our large, split level rooms with mountain views.
Our 21 year old hotel had it's last major room renovation in 2004/5 and I am pleased to let you know that we are approaching a major renovation of all rooms and public areas in 2014.
It will be a pleasure to have you and your family back with us soon.
with kind regards
Marc
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Grand Hyatt Santiago

Address: Kennedy Avenue 4601, Santiago 7560994, Chile
Phone Number:
Location: Chile > Santiago Metropolitan Region > Santiago
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Family Hotel in Santiago
#2 Spa Hotel in Santiago
#3 Business Hotel in Santiago
#5 Romantic Hotel in Santiago
#5 Luxury Hotel in Santiago
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — Grand Hyatt Santiago 5*
Number of rooms: 310
Official Description (provided by the hotel):
Grand Hyatt Santiago hotel is also home to world class, multi-cuisine restaurants, a lagoon-style swimming pool with a waterfall, a tennis court, and the three-story free-standing AKO Wellness & Spa. So, you can enjoy one of the best Spa in Santiago of Chile. The most exclusive golf clubs of Santiago de Chile are only a few steps away from the hotel. Our Las Condes hotel also features a health club where guests can pamper with a variety of beauty and relaxation treatments. The hotel offers exclusive dining in some of the best restaurants in Santiago of Chile and bar options such as Anakena, Matsuri and Senso restaurants, and Atrium Lobby Lounge and Duke`s Bar. ... more   less 
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Also Known As:
Grand Hyatt Santiago Hotel Santiago
Hyatt Santiago
Santiago Grand Hyatt
Santiago Hyatt

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