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“Ruined the last night of our honeymoon”

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Santiago Hillside Hotel
Ranked #157 of 196 Hotels in Santiago
Toronto
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
“Ruined the last night of our honeymoon”
Reviewed November 29, 2009

This is my first review on trip advisor. After years of reading and benefiting from others reviews, I finally had to get an account and submit a review. What prompted all of this action was the the horrible experience I had at this hotel on the last night of our honeymoon. We'd booked a room at the Hillside through the internet (Expedia) and arrived late in the evening to check in. We were suppose to stay here on the last night of our 4 week honeymoon. Up until we made the unfortunate decision of booking the Hillside, we were having a lovely vacation.

We had some difficulty getting to hotel as it is quite far from the "main" area of Los Condes and as such our taxi driver was unfamilar with its location. It didn't help that no one picked up their 24 hour phone to give directions. Eventually we arrived at the locked gates of the hotel, where we were met my the doorman who politely told us that there was no rooms available. After some back and forth he telephoned the night clerk at the hotel who again told us that there was no room for us. We were very suprised given the confirmation number we had and the fact that we had already provided our credit card. After a few minutes of speaking on the phone we were told that the manager Jorge would not be available till tommorow and everntally were hung up on. Fortunatley we had a very sympathetic taxi-driver who drove us around and eventually found us a room. I guess something was going on in Santiago that night and rather than give us the room we had reserved, the Hillside decided it would be more profitable to give it away. We tried to get in touch with the hotel the next day and again were told the manager was "unavailable".

This hotel may be beautiful and have desirable amenities, however given the complete lack of customer service we experienced, I would recommend that you pass on the Hillside and save yourself the trouble of driving around the city for half the night as we did.

Stayed November 2009, traveled as a couple
Helpful?
1 Thank TOCanuck80
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SantiagoHillside, owner at Santiago Hillside Hotel, responded to this review, December 3, 2009
Unfortunately, I must disagree totally with reviewers blame placing on her experience. First, her unconfirmed and unpaid reservation stated clearly that if arriving after check in time of 1400hrs then she needed to notify hotel in writing and 48hours before her late arrival. Not only reviewer did not notify the Hotel of her late arrival but arrived 1 day after her schedule arrival. Her arrival at 0300am the day after her scheduled arrival date is not keeping with Hotel policies or standards. She knew that the Hotel is a boutique hotel, has a guard gated entrance on its 7 acres and at 0300am she would hardly get anyone in the phone. However, my night manager did talked to her and so did night watchman, both where courteous and professional and did advise her that because of her unconfirmed and not paid reservation and more importantly having not phoned the hotel notifying us of her late arrival where not able to communicate to her that she did not have a room reserved or available. Had she called the hotel and even though she did not have a confirmed or paid reservation, we would have waited no matter how late her arrival would have been. Without notice or warning or reservation it is difficult to blame the Hotel or management for her experience. While we normally agree and accommodate our valued guests, in this occasion we cannot blame management or the hotel. Most folks do know when they make a reservation what the check in and checkout time policies are and they agree when making their reservations to comply with those conditions. Can not make the Hotel responsible. Finally, a Word of advice, if you are planning on late arriving to any Hotel, do notify them and insure you do have a room specially on a unconfirmed and unpaid third party reservation.
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brazil
Level 3 Contributor
1 review
Reviewed November 2, 2009

Fantastic place, nice view, excellent place to relax, near restaurants and shoping.

  • Stayed October 2009, traveled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank luizbarbosa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Munich, Germany
Level 2 Contributor
7 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed November 1, 2009

It's a beautiful place, very charming with a beautiful view at the Andes and over Santiago de Chile. The breakfast is awesome and the owners of the place are very very nice and very helpful. They do everything to make you feel at home! Perfect for couples who want to relax in a romantic atmosphere ! By taxi it's about 25-35min from International Airport. Thumbs up!

  • Stayed October 2009, traveled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank AudreyHorne1979
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Melbourne
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed October 31, 2009

The room was ok, nice, but the bathroom was too small.

The person at the "front" of the house didn't know anything!Nothing about giving any directions, maps(didnt have maps at all)and her recommendations were poor regarding restaurants and things to do......it really made our stay at the Santiago Hillsside very frustrating.......not having phones in the rooms didnt help. and having to ring the bell every time to enter the hotel was a real pain......

The breakfast was ok, but we didnt really go for "breakfast", to Santiago de Chile.

  • Stayed October 2009, traveled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank MelbourneSilly
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SantiagoHillside, owner at Santiago Hillside Hotel, responded to this review, November 3, 2009
In response to this traveler “MelbourneSilly”, her personal disqualifications, issues and problems.
I have to start by stating, that we do encourage and respect all reviews on all our prestigious hotels. We also respect the statements on the reviews submitted regardless of the commentaries, if well intended they do go towards our personal improvement, thus better service and hospitality.
So in 35 years of owning hotels both here in Chile and the US we have always pride ourselves in providing the very best of hospitality and service. Our staff is highly qualified and in the case of Santiago Hillside, we do have the best hostess ever, Andrea. She is attentive, elegant, personal, well mannered and a terrific gourmet cook and has done so a tremendous job for me in the opening of this Hotel and other boutique hotels I own. All the boutique hotels Andrea has hostess, we have and continue to be rated N°1 in Tripadvisor, she is a tremendous asset and we are proud of her service and hospitality.
Now, to the review.
First;
Regarding the statements concerning the person at the “front” of the house, she means our beautiful, smart, elegant, personal, well mannered and terrific gourmet cook named Andrea. Very sad to disqualify another person. Moreso if the comments are not true. Please keep in mind that me, the owner of several boutique Hotels have left Andrea who has worked in several of them, fully in charge of my 7 acre multimillion dollar estate, now an unrivaled hotel in the prestigious Las Condes area of Santiago , Chile. And personally feel it has been my best decision ever, certainly she deserves it and fully qualified as the best hostess anyone could ask for. Without a doubt feel certain that Andrea did her job as usual and did provided to this reviewer, the very best hospitality and service my boutique hotels are famous for.
Next;
We do appreciate she found our beautiful and elegant rooms “ok”, however we do disagree that our equally beautiful and elegant bathrooms, small. They are of an adequate size, they do have a tub and shower, vanity, toilet and all necessary equipment to make it both functional and comfortable, so we must disagree with the size issue. Architecturally, they are adequate, functional and spacious. Nonetheless, we do accept that some people would find them small, but that would be a very small segment of people.
Regarding no phones in the rooms, that’s true and a decision I made when rebuilding my estate. Most of my clients prefer no phone in the room but have a wireless “Honor” phone in the desk of the lobby for all passengers to use and always available, in fact they can take to their rooms.
Ringing the bell to enter the Hotel, she refers to having to ring the gates at the main entrance gate of the 7 acre estate. Normally and fully available, we do provide all our guests with a clicker or automatic gate opener for their cars during their stay, so they may operate the main gate while entering with their vehicles, others use our drivers which they do announce their arrival at the main gate and I might agree if you are walking. Another point regarding the ringing of the bell, it is also important to note that this boutique hotel like all my other ones in the Country of Chile are by reservations only and no foot traffic guests. Since we are inserted in a residential and a Nature Conservation and Protected Area it is advisable to hire a vehicle or to hire a driver/cab.
Finally, I am glad she found Andrea´s gourmet breakfast OK. In fact some folks would disagree with her statement about not coming to Chile for a breakfast. I think I do remember one of our valued guests quoting that her breakfast was reason enough to come to Chile and stay at our beautiful boutique Hotel.
We luckily have hosted many of decent and grateful passengers that have praised our staff particularly Andrea, including local government agencies, embassies and foreign dignitaries. None of them ever concern with our staffs integrity, honesty and conduct, NEVER.
…… Maybe, not right thinking it is a pain to ring a bell on a private estate operated as a boutique hotel and disqualifying a gracious hostess.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Chile
1 review
Reviewed October 27, 2009

Santiago Hillside Hotel lived up to its website presentation. A small ,hidden, luxurious boutique hotel set away from Santiago smog and traffic on the way to the mountains with stunning views from every window. The rooms were large and extremely comfortable and all with own bathroom. Definitely a place for a romantic getaway or tranquill weekend away from the city bustle but still within taxi ride or walking distance (20mins) to upmarket shops in La Dehesa or Las Condes.
Staff and service was of highest quality. We were well looked after and the gourmet breakfasts were healthy and grand.

  • Stayed October 2009, traveled with friends
    • Value
    • Location
    • Rooms
    • Cleanliness
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Helpful?
Thank SharonChile
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Maryland
2 reviews
Reviewed September 4, 2009

Hillside was a perfect venue for our latest South American skiing adventure. It is located in the foothills between Santiago and the Farelones ski destinations. The breakfasts there and service are what set this place apart.

  • Stayed August 2009, traveled with friends
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank escudo88
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
chico
1 review
Reviewed August 30, 2009

Great rooms and food- Wonderful service with a smile!

  • Stayed August 2009, traveled with friends
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank silviechico
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Santiago Hillside Hotel

Property: Santiago Hillside Hotel
Address: Camino a Farellones 15201, Santiago 7591511, Chile
Location: Chile > Santiago Metropolitan Region > Santiago
Amenities:
Bar / Lounge Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Swimming Pool
Hotel Style:
Ranked #157 of 196 Hotels in Santiago
Price Range (Based on Average Rates): $
Hotel Class:3.5 star — Santiago Hillside Hotel 3.5*
Number of rooms: 14
Official Description (provided by the hotel):
Gorgeous boutique hotel and abode, partly built by Chilean national sculptor/artist "Francisco Gazitua," located on 7 green, wildlife filled, walled guard gated acres of Andes Mountains Hillside, on one of the most prestigious and exclusive neighborhoods of Santiago. Fantastic views of the Andes, Mapocho River, Cerro Pochoco Observatory and the entire Valley of Santiago. Up nearly 1500 feet of elevation near San Enrique Square in Lo Barnechea and Las Condes. ... more   less 
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