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“BED BUGS!!!!!”
Review of Rio Serrano Hotel

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Rio Serrano Hotel
Certificate of Excellence
Los Angeles, California
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
“BED BUGS!!!!!”
Reviewed January 24, 2013

We just stayed at this hotel for one night about a week and a half ago. We awoke in the morning to sheets crawling with bedbugs!!!

The sheets had stains from our blood and now my wife and my entire bodies are covered with bites. The hotel's excuse was that "This is the countryside, so there are bugs". Bedbugs come from people, NOT the countryside.

We have requested a refund for the night and are awaiting a response. If we don't get a refund, we will take the matter up with Amex.

Traveler beware of this hotel!!!

  • Stayed January 2013, traveled as a couple
    • Sleep Quality
    • Cleanliness
Helpful?
4 Thank Marc S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Yanexis P, General Manager at Rio Serrano Hotel, responded to this review, February 5, 2013
Dear Guest.

We are very sorry about what happened to you during your stay in our hotel. First of all i want to let you know that you will be compensated up to the last penny, as it should be. We also want you to know that as soon as we knew what happened, measures were taken, as we sprayed with powerful insecticides and we changed everything that was in use in the room ( bed, curtains, carpets, etc.) in order to avoid future guests to remain in the same condition as you did. We have carefully analyzed what happened and we find it is unfortunate these insects are not visible during the day and they could only be noticed when they bite somebody, which happens usually at night, when people sleep. That´s why they are so hard to prevent. It´s very important for you to know that this had never happened in our hotel before, but it could happen anytime in a location like this, where other people could unknowingly bring them in their belongings after going around the mountains and forests. What´s left is to apologize and let you know one more time we really regret about what happened.
Sincerely,
Yanexis Porro
Operation Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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804 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (136)
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English first
New York City, New York
Level Contributor
17 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed January 22, 2013

As my husband booked the room, we wanted to please me in finding a beautiful hotel. True, it is a nice building, with a fantastic view. But, as we wanted to walk in the park, it is definitely not the place to be. The commutting to the entrance of the park is totally a rip-off in my opinion, to go and come back, the hotel charged us 260.00USS. Then, for my surprise, when they picked us up at the entry of the Administration (it didnt take long at all, 5 minutes for them to come, because they were around), they charged us 40.00USS for picking us up....TO STAY AT THEIR HOTEL. Sorry, though the building is nice, the rooms are good, I dont recommend this hotel, unless you want to stay inside it and dont need to leave.

  • Stayed December 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank ANA PAULA J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Steamboat Springs, Colorado
Level Contributor
89 reviews
45 hotel reviews
common_n_hotel_reviews_1bd8 38 helpful votes
Reviewed January 21, 2013

We stayed for 3 nights (all inclusive). The buffet meals were pretty good, overall. Loved the pisco sours in the bar before dinner. Guiding services (gracias, Christopher!) were excellent. We went on two guided , both on snowy, cold days. The second one was to the base of Las Torres which was long and wet, but undoubtedly lovely when the weather is nice. There does seem to be some limitations on the number of vans available to handle excursions and all the transfers to Cerro Castillo. The hotel did handle our pick up and drop off in Cerro Castillo and they did a good job. Excellent drivers.

I had a great massage here. Our room was clean, and we had a beautiful view (comfortable bed, too). I concur with other TA reviewers about the card key system...we never knew when one of our cards would malfunction and getting a new card didn't always solve the problem. Free WIFI didn't work in our room, but did in the lobby.

The hotel does a lot of business with tour groups. The hotel is quite large, so I suppose this makes sense. It didn't bother us too much but it is not to everyone's liking. I liked the location of this hotel. We stayed in a hotel inside the park two years ago and found that all the drives are long on rough roads. You are at the end of the world, afterall! So staying outside the park was no problem and the river was very scenic at Rio Serrano.

  • Stayed November 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank parallel40
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
, Director de Recepción at Rio Serrano Hotel, responded to this review, 4 weeks ago
Dear guest;

Thank you so much for taking the time to write about us on Trip Advisor. For us your opinion is very important to keep improving as an hospitality option in Torres del Paine.

We hope to see you again in Patagonia,
Team Hotel Rio Serrano.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Santiago, Chile
Level Contributor
16 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed January 21, 2013

This Hotel is perfect to observe the magnificent Torres del Paine. It´s very confortable, your rooms have incredible view. The reception is very spacious and the recepetionist and the waiter, waiters were very kind all the time can help you.
The Hotel has many activitis out door They have tourist guide and they have knowledge of Torres del Paine.
It was perfect for our vacation so I ´ll recommend always.

  • Stayed January 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Angela294305
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
, Director de Recepción at Rio Serrano Hotel, responded to this review, 5 weeks ago
Dear Guest;

Thank you for taking the time to write this review of our hotel on Trip Advisor.

We hope to see you again in Patagonia,
Team Hotel Rio Serrano.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Florida
Level Contributor
41 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
Reviewed January 19, 2013

First of all, location is amazing. Get a room with the view of Torres del Paine - you almost won't want to leave your room, just watching the mountains contiually change with the weather. Large rooms, well-appointed on that side of the hotel. Service was very good and helpful; one staff member went out of her way to help us with a problem. Food, overall, is fine, although most meals are buffet (not my favorite way to eat), but quality is good.

  • Stayed January 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank DaphsDads
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
, Director de Recepción at Rio Serrano Hotel, responded to this review, 4 weeks ago
Dear guest;

Thank you so much for taking the time to write about us on Trip Advisor. For us your opinion is very important to keep improving as an hospitality option in Torres del Paine.

We hope to see you again in Patagonia,
Team Hotel Rio Serrano.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
San Francisco
Level Contributor
9 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed January 19, 2013 via mobile

Just outside the park in a gorgeous spot along the river, Rio Serrano provides a modern, bright hotel with nice amenities, friendly staff, and an airy lodge like feel. The buffet breakfast was quite nice, and buffet dinner was good and decent value 35 USD a head.


Our biggest gripe was with transportation. The website offered transports from Cerro Castillo on their site, but when we called the day before, it wasn't available. We had to take an extra transfer to get there, as a result.

Finally, transportation and excursions into the park was pretty expensive, though everyone is super nice and we loved the one we went on. I would assume if we stayed in the park transportation to the hiking spots would have been cheaper, and obviously if you hike via the refugios its a lot cheaper.

The hotel did seem like an overall good value considering how nice it was, and end result we were very happy with our stay. Doesn't hurt that the park is amazing!



  • Stayed January 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank dizznan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
, Director de Recepción at Rio Serrano Hotel, responded to this review, 4 weeks ago
Dear guest;

Thank you so much for taking the time to write about us on Trip Advisor. For us your opinion is very important to keep improving as an hospitality option in Torres del Paine.

We hope to see you again in Patagonia,
Team Hotel Rio Serrano.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Brooklyn, New York, United States
2 reviews
Reviewed January 14, 2013

Hotel Rio Serrano is a mixed bag. It’s setting and views are spectacular. It’s food and appointments are on the whole above average for Chile. That said, the service quality falls somewhere between incompetent, indifferent, and rude.

The hotel appears to be managed by a leadership team that does not have much experience operating hotels at an international level, and staffed by a team that doesn’t seem to care about whether the guests are happy or welcome (and perhaps would rather be someplace else doing a different job). This would be perfectly acceptable for an $80/night spare room in a Punta Arenas hotel. But for a nearly $300/night hotel that positions itself as a luxury resort, Hotel Rio Serrano is very far from achieving expectations on service.

Among the many faults -- some small, some large -- of their service offering:

- Front desk staff just doesn’t care. They are rude, unhelpful, and generally unaccommodating. And when problems arise, totally unable to find helpful solutions. (See below for more on the little things they were totally disinterested in helping to fix.)

- The hotel says they offer internet. In fact, they offer a VERY slow and half-the-time non-functional connection. Enough to slowly download email if the connection hasn’t failed, but not enough to Skype or stream content or download large files. If you stay here, do not expect to be able to stay connected to the outside world.

- They get a lot of little things wrong. For examples: They have no electrical adapters at the front desk to loan to international guests. They have no maps of the park to help guests plan their activities. In one of our three rooms, the blinds were missing. In another, there was no soap dish. In another, no stopper for the bath (and no replacement when asked). In only one of the three rooms was there a table vase display. Keycards consistently failed every day after housekeeping accessed the rooms. Laundry service lost a pair of pants and didn’t offer immediate refund for the mistake.

- Their excursion guides really don’t know anything about the park’s natural or social history. A lot of site seeing, not a lot of knowledge.

Room Tip: Ensure you ask for a room facing the mountains in the park. Most rooms do -- however, there are a fe...
See more room tips
  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank travelerVL
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Rio Serrano Hotel

Property: Rio Serrano Hotel
Address: Manuel Aguilar 01105 | Parque Nacional Torres del Paine, Torres del Paine National Park 6212126, Chile
Phone Number:
Location: Chile > Magallanes Region > Torres del Paine National Park
Amenities:
Bar / Lounge Business Center with Internet Access Free Breakfast Free Parking Restaurant Room Service Shuttle Bus service Suites Wheelchair access Airport Transportation
Hotel Style:
#4 Family Hotel in Torres del Paine National Park
#4 Luxury Hotel in Torres del Paine National Park
#5 Romantic Hotel in Torres del Paine National Park
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — Rio Serrano Hotel 4*
Number of rooms: 95
Official Description (provided by the hotel):
Rio Serrano Hotel is located in Torres del Paine and offers standard rates and rates all inclusive with full board and additional programs. It features a restaurant and a garden overlooking the Paine mountain range. There is free WiFi in public areas . Rooms at the Rio Serrano are decorated with carpeted floors and large windows with panoramic views of the mountains and have heating , fan and private bathroom. ... more   less 
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Also Known As:
Rio Serrano Hotel Aisen Region/Torres Del Paine National Park, Chile

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