My husband and I booked 5 nights at Hotel Tronador over Christmas. Since it was our honeymoon and therefore very special for us, I requested a room with a balcony, Paula replied saying a room was available for us and we would have an excellent lake view.
When we arrived on 23rd Dec, we were given no proper welcome, just told our room number and the taxi driver took us up. The room was at the side of the property at the back, it was very basic (with 3 beds, not ideal for a romantic honeymoon!) and the main view was actually of the car park, if you stood at one particular angle you could see the side of the lake!
Thinking there must have been some mistake, we went to talk to Paula. After ringing the bell at the front desk, we waited for about 20 mins to speak to her. When we did, she was extremely unhelpful and told me it had been very clear we would not have a balcony. (To my mind, when you ask for a balcony room and the answer is "yes we have a room available with a lake view" that does not mean there is no balcony room available, however I was made to feel like I was very much in the wrong. There was not so much as an apology for the confusion, she just reiterated over and over that she had never had any complaints before.
We returned to our room, very disillusioned but tried to persuade ourselves that it was only a room and we would be outside all day anyway. We then went down to lunch, it was about 3pm and so most guests had already eaten. My husband commented that at least we could enjoy the lake view during mealtimes.Just as he said this the waitress informed us this was not our table. It transpired that every room was assigned a table for the duration of their stay, and so even though this table in question had already been vacated, we were not permitted to sit there. Our table was pointed out to us, far removed from the window, in the middle of the room.
We went back to Paula and asked why we had been given the worst table in the restaurant, to which she replied that everyone else had arrived before us and her regular guests have priority.
Far from being made to feel special on our Christmas honeymoon trip, we were made to feel totally unimportant and I actually left the hotel in tears. I could not understand the table policy at all and did not like the prospect of the next 5 days being told where we were and were not allowed to sit.
I would like to point out I have never walked out of a hotel in my life and nor am I the type to complain about details. All I can say is that all our expectations were dashed and we were left searching for another hotel 2 days before Christmas.
Luckily, we found Peuma Hue (an estancia 30 mins away) where we were welcomed with a simple "congratulations" and a bottle of champagne in aid of our honeymoon. I have never been so grateful!
Although Paula kept saying she has never had any problems in 4 generations, perhaps it is time for a shake-up. They may have clients who have been going for 30 years, but if they treat all new clients as we were treated they will certainly not have a business for the next 30 years.
I would warn people that their website is very misleading, they show no pictures at all of the standard rooms in the main house (which are basic to say the least). Sadly, although this is a beautiful spot, our experience was so awful I would never recommend it and there are equally beautiful places to stay dotted around the national park.