Noi Indigo Patagonia

I didn't end up staying at this hotel because they had no rooms available. I came by looking for a place after the hotel I was in turned out to be so bad. The front desk supervisor, Bastian Sanchez, spent a long time calling other hotels in Puerto Natales to find an opening. He got through to a manager at a lovely hotel and helped arrange a room for the next night, all for a stranger who wasn't even his guest. He was professional, kind, and clearly focused on helping. I'll always remember that, and associate it with Puerto Natales Chile. With staff like Bastian, I can only imagine the hotel must be magic.

I booked four nights because I wanted to visit Parque de Torres del Paine and the glaciers. The lovely Booking photos and its apparent five-star luxury rating drew me in, but the experience was nowhere near the luxury they promise. I did love the industrial decor with wood and other natural touches, and the waterfront setting is beautiful for sunsets and walks or runs. That appeal faded quickly because I felt so unwelcome. The kindest person I encountered was the employee who checked me out, the first to ask if everything had been okay during my stay. At check-in, the woman who received me ignored my reminder that I'd booked a junior suite with half-board. At the restaurant, I had to explain the half-board arrangement every time they brought a bill to sign. They spoke Spanish among themselves, apparently surprised that I understood. The service, already poor the first time, got worse over the following nights. The older gentleman managing the restaurant was especially unpleasant. He set plates down without a word and ignored my gracias and buenas tardes/noches. He also turned away guests at 21:30-21:40, saying the restaurant was closed even though its stated hours were 19:00-22:00. Excursions like the trek to the base of the Torres can finish late, and guests arriving before 22:00 should be allowed to eat. After my trekking tour, I arrived before 21:30 but was rushed through dinner, and my salmon was undercooked. There was no table available despite my half-board booking, and the manager was rude again. He handed me cutlery that night and the next without setting the table properly. He'd told other guests several times that he'd worked on cruise ships for years, so he should know better. The restaurant, especially him, was the worst part of the stay. At least a third of the menu was unavailable, including anything with king crab and most soups. The manager kept telling guests the same thing. They should print a menu showing what they actually have. Breakfast tables were also left uncleared and untidy for a long time, so you had to find a free spot yourself, even if that meant taking a table for four alone. Most excursions start very early, so you often won't get a chance to eat there anyway. I'd suggest buying food at the supermarket and keeping it in the mini-fridge. There was no luggage rack in the junior suite. When I asked for one, I just got a blank look and was told, “Put your bag on the floor.” The room also had no table, which made it awkward to eat something before heading out. Leaving a towel on the floor didn't get it replaced, I lost that towel. I heard the wind through gaps in the windows, and the old-style string blinds didn't keep out the sunlight. Most days you'll be getting up early anyway, but it still made sleeping harder. Instead of a card, there's an ordinary key with a huge decorative key ring, so I took the key off to carry it more easily. The gym is a weirdly shaped 6m2 room with ridiculous equipment, and the “pools” are tiny and cold. No one helped with luggage. I found no luxury here. Book another property!

The rooms we stayed in had recently been renovated, with comfortable beds and good showers. It's in a very convenient spot, though a little expensive compared with other hotels there. The staff were very friendly.

The staff are friendly and helpful, and breakfast is pretty good. It's right by the beach with nice views. Some areas, like the spa, feel a bit aged, but the furnishings are tasteful overall.