Renaissance Santiago Hotel by Marriott

The Club Lounge was the highlight of our honeymoon at the Renaissance Santiago Hotel. Paz deserves a huge thank you for making us feel welcome and taking care of every detail with warmth and professionalism. Her dedication made the stay memorable. We also loved the hotel's appearance and the views from the Sky Bar. The lounge felt like a great retreat and had good offerings, while the whole team showed top-notch hospitality. As Marriott Bonvoy members, we found it a wonderful place to stay in Santiago and can't wait to return.

We expected much better from the Renaissance Santiago Hotel. My husband and I left disappointed by the billing, the basic room amenities, and how management responded to our complaint. We would urge other travellers to look for better options in Santiago, and this experience has made us reconsider booking with the brand in Chile. The central problem was the IVA charge. When we booked online, the price for two nights was clearly $478.00 USD, including taxes and charges such as IVA. At checkout, the hotel added 19% IVA again to the amount already invoiced, so we were charged twice for the same stay. We raised this politely during the visit, then sent a detailed complaint to the General Manager. The Front Office Manager's response was inadequate: she discussed check-in procedures and tax rules, defended the hotel's position, and never addressed the duplicate IVA charge. We also had trouble with the in-room coffee setup. No milk was provided, and when we called for a cup, we were told it would cost $6,000 pesos. The setup was incomplete and poorly stocked, making it hard to prepare even a simple cup of coffee, well below what we expected from a Renaissance property. We then contacted Marriott's Corporate Office of Consumer Affairs. One liaison initially promised a review and resolution within three business days. Another senior liaison later directed us back to the same hotel manager who had failed to resolve the matter. None of the three managers we dealt with acknowledged or corrected the duplicate IVA charge. For comparison, we stayed at the nearby IBIS hotel in March 2026. Its service was absolutely excellent, far better than at the Renaissance. The room was noticeably larger, there was a full tea and coffee service, and a similar rate included a full continental breakfast, with no double IVA charge. The overall experience was vastly better. Whether a guest is Chilean or not should not be the central question. The issue is that IVA was charged twice on the same confirmed booking. Along with the billing error, we experienced substandard attention to basic amenities, dismissive handling of our complaint, and poor value for money. This reflects badly on the property's management and service standards. We were left feeling the hotel and Marriott management were either unable to properly review their billing records or were deliberately avoiding accountability and refunds for overcharges. We expected more from a Renaissance/Marriott property.

The hotel was spotless, and the staff did a great job cleaning our room. Service was good and the staff were nice, but early check-in cost $60, with regular check-in at 3pm. It’s in a nicer part of the city, but getting around from there was really inconvenient. The metro is very far away. For a hotel billed as five-star, the room had some frustrating problems. The bathroom door jammed every time, and the beds were tiny. My husband and I were put in a room with two twin beds. The fridge didn’t work, and guests aren’t allowed to put their own things in it anyway, since it’s only for items the hotel sells. You also can’t visit any floor except your own. That might be fine normally, but I had several friends on other floors, so we could only meet in the lobby. It would have been fine if they presented themselves as a 3- or 4-star hotel. Not a 5-star one.

The hotel is right on a busy main road, so there was constant noise. Service stayed poor throughout, and the facilities felt noticeably below standard compared with other nearby hotels, many of which offer a much better experience for half the price. I wish I’d booked one of those. As a longtime Titanium Elite member, I expect a certain level of consistency and hospitality from Marriott, especially at Renaissance properties. This was the worst Marriott-brand stay I’ve had. Nobody acknowledged my status or offered an upgrade, and when my friends and I asked for basic information about the area, nobody helped. Nothing about the property matched the quality or guest experience I associate with Renaissance hotels. I rarely write feedback, but this stay fell so far below Marriott standards that it needs attention. I hope the leadership reviews the service problems, the lack of recognition for elite members, and what needs to change to bring the property up to the level expected of the Renaissance brand.