I did make an email to the management of the hotel because with a superb location like they have and the name they have there were many flows. the management took into account my comments and told me that they actually adjusted few of the points I mentioned. It has been three months since my visit so I encourage any visitor to check my critics and let us know if anything has been changed. On my side I will go back to this hotel but instead of booking the whole week i will go and try it for a day or two and then decide to stay or go back to my other favorite hotel there. I was there for business and pleasure.
This is the letter I sent the management in April 2013:
First of all the Hotel is beautiful and has fantastic views and good facilities gym and spa. For the rest some order has to be done. In general the people are nice but do not have clues of the term service. Beside Jose Luis in the restaurant, the others are kind of inexistant. My main complain is with the food and beverage department. First the dining hall was not vacuumed every night. One night I had diner with guest, I drop my medicine on the floor, the next day I took the same table not only the pilule was on the floor but a piece of bread dropped the night before. I change silverware almost at every meal. Seems that no one is checking it before putting it on the table. The first breakfast the coffee was so bad that I mentioned it, they could not make it better. Fortunately I complain at the front desk and the next day it was not good but drinkable, and the third day a little bit better. The diner offered some good food and some that was not to expectations. On Sunday we went for the Brunch with my wife and we had only possibility to seat at 3:00 pm with the brunch closing at 3:30 pm, only left overs and most of the dishes not renewed for me a catastrophy. Fortunately they gave a rose to my wife and it made her day, not mine. the room service was a contract the young lady that brought us diner had everything like we ordered and very well attentive to our demands. Now for the breakfast. First time, I go to a starwood hotel where the croissants are not done in the morning??? They keep it in a hot compartment to keep them soft but if you do not eat them in the 5 minutes they become hard and barely eatable. Only on Sunday we had fresh croissants? The breakfast buffet was a new one every day, I understand that because of seasons and so on you might differences but so many differences and every day is a joke. The funniest that it seems that the person in charge of the butter had no clue of what butter was, one time with the breads, one time with the cold cuts, one time with fruits and yogurts, one time next to juices?? It reminded me when Walmart wants their customers to look for their usual buys??? Parking very attentive but 10 minutes wait to get the car, no matter if many people or if no one? Internet is another topic, free in the lobby but not free in the rooms. Additionnally when you have many connected devices you can only connect one a a time, very inconvenient, we are in 2013? We stayed at the Sheraton because my wife loved your bar when she came late last year. Unfrtunately the bar is closed most of the week. I guess because low season? most of personel starts work at 8:00 am in the restaurant same reason I think. I usually stayed at your competitor Hotel del Mar, which has the same view and the same facities, but never had these surprises. I believe that when reaching these price levels in the middle of the low seasons, I was entitle to expect more. My only compensation was the beautiful view from my Balcony and the seats on the Balcony and also what I enjoy very much a good shower. I was alos disappointed that no one came in the afternoon to open the bed and leave a chocolate or a sweet. The good thing was a sign coming out of the elevator saying Starwood preferred guess, at least I was reminded that I was a preferred guest, I do not want to know about the the non preferred one. For me besides the view from the room and the architecture, the rest has really a need for improvements. Last thing: you organize an exhibition in the lower Lobby, make sure that when people come to set-up on a Sunday, between the drills and the paint of the booth maybe something should be organize a little differently. I guess it was Murphy's law for me this time and maybe I will give you a second chance next year, but if the same I will leave the second day and not stay 6 days like I usually do
.Now that I have started the survey, i was thinking and I come to realize that maybe the staff needs a little bit more training. One example, the cleaning was perfect for the 6 nights I stayed in my room, but twice the cleaning staff forgot the trash basket on top of the bathroom and one time forgot her roll of paper towels ( actually it was good for me since I needed some paper towels). If it is not this , I think that maybe they were slightly under staffed for the week-end?
all the rooms have great views, I prefer the left side of the Hotel because you can see Valparaiso a...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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