6 March; Magic Mountain (MM) Reception, the MM Bar and MM Restaurant are out of use and there is a sign saying to check-in at the adjoining hotel. I’m given room MM5 – it has a bath and I’m grateful for that; (most if not all MM rooms have a bath) the bath water is barely hot enough and I have to refill the bath after 15 minutes with hot water. The room itself is tired – the shower area has some mould, the carpet is generally in good condition and clean but in several areas by walls / doors is falling apart (easy to amend by sticking a strip of wood over the top). The 3 windows in my room are dirty and overlook the tunnel between the buildings and the service car park, in addition, outside my room is a generator (perhaps for heating) so not a good room – probably any other room in MM is better but I’d also avoid rooms 4 and 6.
I go to reception and try to get my room changed but their English is insufficient and after having a meeting with the housekeeper in my room (who has no English) I give up.
It feels like 20 to 30 guests are actually in the whole resort and breakfast appears to be laid out for 20; more guests arrive on the Thursday and apparently occupancy rises to 80 guests (maximum capacity 180).
Litter - This morning I met the Reception staff manager and walked with him around the MM car park and showed him all the litter that had been there for weeks or months. Reception staff told me many other guests had also complained about the litter. The manager said he would resolve the problem by tonight and most of the litter had been collected, but 20% remained – I showed the 20% to reception evening staff; it was still there when I checked out the following day. Why should Chileans or hotel guests care about Huilo Huilo when the management and the employees don’t care about the litter! Given there were several Tour Guide staff apparently doing no work for some or all of today why didn’t they clean the paths of litter.
Service in the restaurant - In the restaurant tonight chef again produced good food, not outstanding but sufficient. I had to go and find the restaurant manager to get four tables surrounding me cleared of dishes where the guests had already left the restaurant. Last night in desperation I went to the bar to place my food order as no one showed any interest in taking my order at the table! The waitresses are friendly and willing but lack training and management supervision. The 8-minute deer video was playing in the restaurant tonight – same as last night – does the hotel only have one eight-minute video? Even the restaurant manager wasn’t able to get the video changed! The music in the restaurant tonight was again inaudible despite requests to get it at a sensible level.
On the upside the Resort architecture is innovative, the Spa and pool are very good; house-keeping and food are good. The surrounding area (excluding the litter) is beautiful.
Summary - overall it’s not good enough and that's ignoring how expensive it is. It lacks attention to detail, frayed carpets in my bedroom, litter all around outside, allocated a bedroom in MM when the hotel is almost empty (1st night) overlooking the service car park and by the generators!!! Despite Magic Mountain being nearly fully occupied tonight (2nd night), the MM reception, bar and restaurant are still closed, why? Clearly Magic Mountain guests are not valued. To add insult, I have a significant problem with the bill which I’m still trying to resolve.
- Official Description (provided by the hotel):
- Emerging from between the southern Andes is the Magic Mountain, a volcano from whose peak a stunning waterfall makes its way down. It serves as a reminder of the majesty of Mother Nature. Come and share in the magic of being part of a real life fairy tale in this charming location buried in the middle of the native forest. ... more less
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- Also Known As:
- Huilo Huilo Montana Magica Lodge Chile/Neltume