NH Collection Santiago Casacostanera

The restaurants in the shopping Center were the one bright spot, especially the Japanese restaurant. Beyond that, we found little service and few smiles, though the shopping Center was good. We stayed from 23rd to 24th October 2025. I booked NH Collection Casacostanera by mistake, thinking it was the NH Hotel beside the Costanera Building and mall. Since the NH Collection site shows it as a High Rise, I can understand how I got confused. The hotel only has three floors of accommodation. On arrival, the concierge or staff outside ignored us and offered no help with our bags, while looking at their phones. Reception was unhelpful and unwelcoming. Our first room looked over a service section of the shopping Center, and its air conditioning was broken, an issue the hotel already knew about. We complained and were assigned another room, but nobody helped move our bags. We seemed to be a major inconvenience. The room had almost no furniture, just one bedside table, a TV remote that didn't work, and no bins. When we left, reception showed no interest in our list of room defects. The staff outside finally sprang into action to stop our transport coming to the front door, so we had to drag our bags across the driveway and down the street. Our previous stays at NH Hotels were very positive. This hotel is closer to Fawlty Towers than a major international hotel.