We stayed at this hotel on 2 separate occasions in January 2013. The first stay was for 2 nights in early January and although the hotel was nice enough, the rooms and the bathrooms were quite small. We knew from previous reviews that there was no air-conditioning but were surprised that the hotel did not / could not provide any fans - it was very hot in Santiago and the rooms were therefore quite uncomfortable during the night.
After travelling through Peru and Ecuador we returned (with another couple) to the Hotel Loreto - the experience was not a very pleasant one. We arrived early on 26th January (at about 9.30am) and asked if we could have an early check in - we were advised that we could only check in at 3pm or alternatively pay 50% of the hotel's daily rate - even though reception stated that the hotel was not full. After some discussion with reception staff we conceded that we would pay the 50% but that it should be 50% of the rate we got through the booking agency and not the rate the hotel was quoting (there was a significant difference). The manager was called in and after some further discussion he agreed that we could check in (it was well after 10am by this time) for NO additional cost - or so we thought. We were given 2 rooms on the top floor with no hanging space and no internal bathroom - the facilities were across the hallway and had separate key access. We were not happy with this arrangement but were very tired from an overnight flight and assumed that these inadequate rooms were the "price" we paid for an early check in. However this was not the case - when we checked out early next morning the reception had our accounts prepared with the 50% charge for early check in included - this was contrary to our (4 people) understanding of what the manager had agreed to the previous day and had we known we would not have accepted the inferior room arrangements. It was not the fault of reception and we did not argue further as the manager was nowhere in sight. We have stayed at many hotels that will allow free early check in when rooms are available but acknowledge that some hotels don't share this policy. The issue with this hotel is not that they have an early check in charging policy but in this instance, after agreeing to an early check in at no cost, the manager did not stick to the agreement with us - even worse he left it to the reception staff to give us the inflated bill. The hotel management service (not the reception staff who were all friendly) left a lot to be desired and moreover the advice they provided was misleading at best.
- Official Description (provided by the hotel):
- Hotel Loreto aims to be warm and welcoming, a place that is shared and accessible to all, yet intimate. Like a big family house, Loreto offers a living room, a dining room, terraces, a reading area and a garden where each guest will find a place to relax in a warm and homey atmosphere.The terraces are one of the main features of the Hotel. They integrate the outside with the inside and are like footbridges. There are balconies on each floor, and the roof has a large terrace overlooking the Cerro San Cristóbal and the center of Santiago. ... more less
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