Puyuhuapi Lodge & Spa

We paid in advance for a Full Bay View room for two nights, but were given Partial View room no. 313, which is a lower, cheaper category. The hotel’s own website says the first, second, and third floors are all Partial View, as shown in the photo. Management insisted the room was “considered” Bay View and refused an upgrade, refund, or price adjustment. To me, that was misleading and deceptive. If you don’t speak Spanish, the manager, a woman called Kerime or Kitty, may try to mislead you on the assumption that you can’t read or understand the official website. The Partial View rooms on floors 1-3 are exposed to loud kitchen fan noise, shown in the video, and strong cooking smells. That doesn’t match the advertised “peace and tranquility.” The facilities and service were also poor. The jacuzzi didn’t work, there was a heavy sewer smell near the spa, and the massage rooms were very old and not cozy. The gym was extremely outdated, with most equipment broken. The rooms were old, and there was no hot water in the shower. Food quality was well below average, and I even got food poisoning from the tuna steak. Service was unprofessional and rude, especially from the manager, Kerima/Kity, who showed no hospitality. The property felt more like a cheap hostel than a luxury lodge or spa. We formally notified our bank and credit card provider, and filed official complaints with SERNAC under the National Consumer Services&laws. Hotels cannot simply deceive consumers and get away with it. Future guests should avoid this property if they expect honesty, transparency, comfort, or proper service.