Nayara Alto Atacama

For the price, photos, and reputation as a Leading Hotels of the World and with Michelin, I expected much more. Most staff were friendly and clearly trying, and the food was light and good, but the management was disorganized. We didn’t feel welcome, especially at reception, where making guests feel at home didn’t seem to be everyone’s responsibility. There was little coordination or ownership of the guest experience. Stargazing was one of the main reasons we chose the hotel, but it wasn’t really possible because of weather or very bright artificial lights from the neighboring hotel. Even when fully booked, or simply as information, they didn’t tell us the activity could be done outside the hotel. The rooms were extremely dark and had no mosquito nets, which are absolutely necessary in this environment. I showed a manager a video snapshot of the situation. He took a picture and gave us raid. The beds were comfortable, but a loud fan in the room couldn’t be switched off. WiFi was good, and the humidifier was a nice touch. The massage was unacceptable. I told staff afterward that it was very bad, and got only “Ah, okay, madam,” with no concern or follow-up. They still charged me, and I have bruises on my leg. When we arrived, we told staff I was experiencing altitude sickness. They only offered water. Two days later we learned the hotel has a welcome drink with special tea meant to help with altitude adjustment, but nobody offered it. That lack of communication and care was surprising. The hotel fell far below expectations for service, organization, and attention at this price.

The customer-facing staff, including tour guides and restaurant servers, were friendly and attentive. The location and property are beautiful, the rooms are great, and the food and drinks were good. Most excursions were worthwhile, and the guides were knowledgeable and friendly, but I wish we’d spent longer at the sites. For most trips we rode the bus over an hour each way to spend less than an hour there. The astronomy experience was under an hour too, and the onsite observatory is spoiled by blinding lights from a nearby property. If you’re coming for stars, book a tour outside the hotel. Staff seemed to be doing their best despite clear management problems. Operations were disorganized from check-in onward. We had submitted our details in advance but still had to redo some forms. On the geyser excursion they had too many guests, so some of us were sent in a really old, crappy van that made everyone nauseous. That wasn’t the high-end experience the prices suggest.

A calm, luxurious oasis near San Pedro de Atacama, with lovely comfortable rooms, warm and cold pools, and great breakfasts. The guiding and trips out were excellent, as was the stargazing. The biweekly BBQ was a nice feature. Dinner let us down, though, with overcooked main dishes.

The restaurant had a great menu and wine selection, and the food was tasty and nicely presented. The breakfast buffet could use improvement. Staff were very friendly, though generally not well trained, and the grounds and walkways weren’t well maintained. The tour desk and some equipment were stuffed into the back of the main bar area. The area is amazing for nature lovers, with great hikes nearby or a short drive away. The hotel itself felt like a dated four-star place with a lot of marketing, not a luxury resort. Cheap ceramic tile, outdated decor, and a real need for renovation.