City Express by Marriott Santiago Aeropuerto Chile

The room was small and clean, but there were people milling around everywhere and a loud gathering outside at midnight. Staff didn't respond. I was hoping for an easy, quality stay with the Marriott name attached, but that wasn't what I got. The airport location is convenient, and I booked because of the free shuttle. My flight timing didn't work with it, though, so I would have had to wait two hours or arrange my own ride. I chose my own ride, after they recommended VIP service, which ended up costing 40,000 instead of 3,000.

After a long international trip, we had to leave without a place to stay, even though our Trip.com booking was confirmed and fully prepaid. The female staff member at the front desk refused to honor it, saying the hotel hadn't received payment despite the clear proof we showed. Trip.com customer service called several times, but she wouldn't work with them, and the hotel never responded to their attempts to resolve the problem. She also refused to give her name, put the issue on us, showed no empathy, and threatened to call the police rather than take it to a manager. This was extremely poor customer service and far below what I'd expect from a Marriott-affiliated hotel. I'd think twice before staying here and hope other travelers aren't treated the same way.

The free airport shuttle and included breakfast made this a convenient place to stay. Valentina at reception was great and speaks excellent English. She helped arrange early check-in, store our luggage, and book the shuttle.

This was my second stay at your Santiago hotel, and it confirmed my first impression of the property: it meets the quality standards your company is known for. Sadly, the reception staff made no effort to be friendly, not even to smile. A guy sitting near reception was on his phone most of the time and accompanied us to the luggage room. He could have shown a simple kindness by carrying my wife's bag. He isn't a bellboy, but helping with a bag would have been courtesy, not submission to a customer. We arrived around 10 AM and were asked to pay $50 for early check-in, for a room that costs us $100. I understand those are the rules. But when I asked again at 1 PM, I was told the rule was firm and check-in could only be before 3 PM. What would it have cost to let us in? Nothing. The room surely wasn't occupied by other guests, and I don't think Marriott runs a hotel by the hour. It would simply have shown some class and professionalism. Such a shame.