Courtyard Santiago Las Condes

Around midnight, the A/C stopped working the night before a critically important work meeting. I called reception and was told repairs would take at least another hour. Since it was already after 12 a.m., I asked to change rooms so I could sleep before my early meeting. I'd flown from Canada specifically for it, and needed proper rest after a very long trip. My room was unbearably hot in the summer. They said they'd “look into it,” but nobody got back to me. After several unanswered calls, someone finally picked up and said I'd have to pack all my things and move for the rest of the stay. At nearly 1 a.m., that was unreasonable and would take me a long time. I just needed a room with working air conditioning for the rest of the night. When staff eventually took me to another room, they opened it with their own device and gave me no key. I wouldn't stay without one, especially since I needed access to my belongings to get ready in a cool room the next morning and not arrive at work sweating. After I insisted, they reluctantly gave me a key, but said I had to leave by 10 a.m. I didn't need the room after then, but adding that restriction after disrupting my sleep was unacceptable. Inside, I found the security lock on the new room's door was broken. As a woman, I felt extremely uncomfortable, especially after their initial reluctance to give me a key. I went back to my original room, which at least had a partly working lock, and kept the other key only so I could shower and get ready in the morning without sweating again. It's now past 2 a.m. The A/C is still broken, I'm still unable to sleep, and I don't have the energy to argue for another room. I'm also worried about my safety because the nails holding the security lock in this sauna room are loose and could be forced open. It's concerning that two different rooms had security lock problems. I no longer feel safe here, so I'm documenting what happened in case anything happens. Without question, this is the worst hotel experience I've had.

The views here are spectacular, from the lobby windows to the pool and exercise room. I also had a great time at this Marriott. Courtyards in the States can feel a bit behind in room style, but this one is much more modern, with excellent staff and a decent dining experience. A shout-out to Paz, who was so warm and kind when I checked in. Jaime and Marcos at the bar made delicious pisco sours, and the Chilean version is superb. Franco was a welcoming, enthusiastic young waiter who spoke English and Spanish with me. The hotel is nextdoor to a gigantic shopping mall, handy if that's what you're looking for. There are also commercial restaurants nearby that are unique, though just okay. The breakfast buffet was about $20, with a very European spread, eggs cooked to order, pastries, and assorted meats. If you have allergies, you may want to ask what's in the menu items.

Staff were kind, and when I chose to leave after the first night of a four-night stay, they asked no questions. They kindly cancelled my room and refunded the remaining three nights without a penalty. That earns this place a 3. I moved to the W Hotel and found the extra cost worth it. In my experience, the W and AC Hotel in Santiago had cold A/C, quieter rooms, treated my elite status better with meaningful upgrades, and didn't have this ridiculous elevator situation. As a Titanium Elite member, I've had better experiences at Courtyards in Lima, South Korea, and Cambodia, with quiet, clean rooms, cold A/C, and upgrades to excellent rooms or suites. Courtyard is my favorite value-for-money Bonvoy brand, but this stay compared badly. I'd pick another Bonvoy in town, like AC or W, before staying here again. The rooms were noisy, partly because there was a large gap under the doors, letting hallway sound in. This hotel also attracts families with small children, unlike the business and efficiency feel I associate with most Courtyards, and that added to the noise. The bed was the worst I've had at a Courtyard anywhere. It was decent if I slept alone, but sharing it felt like riding a rollercoaster every time the other person moved. The A/C worked, but didn't get cold enough for the slight chill I like when sleeping. Breakfast was crowded and strangely inefficient. At check-in I was told it was free, and the person checking the list agreed, but someone still brought me a bill. Nobody spoke enough English to explain why, making an already loud, crowded, not-great breakfast more stressful. The elevators were the dumbest I've ever seen. Just look at the attached pictures, what were they thinking? They arrived very slowly and always seemed crowded, so the whole thing was a mess and felt like part of the wider problems with the stay. Despite requesting an upgrade weeks ahead and having Titanium Elite status, I got a tiny room where it was hard to open my suitcase. The “upgrade” was just a higher floor. Every Courtyard I've stayed at has had enough nicer rooms for elite members that I've never been given a room this small, even during holiday season. Upgrades are a lucky perk, not guaranteed, but you'll probably be less likely to get one here than at many Courtyards elsewhere.

The location was great, and the hotel itself was too. We stayed in November, and our room was spotless with a comfortable bed. Everyone on staff was friendly and helpful. Special thanks to our driver, Augustin, who was so informative, kind, and helpful. We wished we could take you along for the rest of our trip! Miguel and Paula