W Santiago

The rooftop bar is worth a visit for its beautiful view, and next time I’d like to try the hotel’s restaurants too. We really enjoyed the area, with plenty of places to eat and a lovely park nearby. Our room was great, and Benjamin at reception kindly upgraded us. He was warm and professional.

Brekkie, which is just across the street, was a great location perk, and we had a lovely view of snowcapped mountains from our room. We stayed three nights and slept really well. The room was quiet, the bed comfortable and high quality, and the AC got properly cold, just how I like it. Room service arrived promptly, and the front desk team were friendly and happy to help. Special thanks to Mercy for being so kind and efficient, and to manager Lina for arranging our upgrade. A few things were inconvenient. The layout isn’t very practical, with four separate elevators, and people in the room can see into the shower through a window. Sometimes the staff mixed up the hand towels and bath mats. Breakfast from room service was terrible, though dinner was fine, so the food quality was inconsistent. Still, quiet, cold AC, cleanliness, a comfortable bed, and great service are what matter most to me. I’d happily stay again.

Connie was the one bright spot in a very disappointing stay. She came to our room to apologize for what had happened, even for problems that weren’t her fault, and we appreciated her professionalism and effort. We had booked W Santiago for February 2026, and several things made the stay unpleasant. After leaving our luggage before check-in, we handed over the claim ticket and were told our bags would be brought up. More than 30 minutes later, after I called reception and waited again, my husband went to get them himself. We only had one carry-on and two bags. The room didn’t seem properly prepared or clean. Hand towels, face towels, and slippers were missing, the tables were dirty, and there was a bottle cap in the carpet that wasn’t ours. I had to call to ask for the missing items, which left us questioning the cleanliness and attention to detail. There was no blind or curtain by the shower, and I felt uncomfortable not knowing whether people outside could see in. That day we also saw a rope hanging outside and assumed there was work or maintenance on the floor above. We hadn’t been told about construction beforehand, and there was no mention of it on the website. The workers’ noise made it hard to relax. At first reception said they didn’t know about any construction. A staff member later checked our room, but when I asked about moving to a room with a shower blind, she didn’t clearly answer and only said layouts varied. I didn’t want to push. She called later to confirm there was construction but couldn’t say how long it would last, so we stayed with the noise and discomfort. After breakfast the next morning, we came back to find housekeeping already in our room. We hadn’t known they were coming, our valuables were out, and we had planned to shower and get ready to go out. There was no “Do Not Disturb” tag either. I know housekeeping were doing their job, but it was frustrating to keep asking for things that should have been arranged. For a costly five-star hotel in the W brand, this was far below what we expected. We’ve stayed at many Marriott properties around the world, and the service and experience here felt closer to a two-star property. I’m sure they can do better. The only reason I didn’t give one star was Connie’s apology and effort. If you’re visiting Santiago, you may want to think twice about staying here.

Karai may be the best hotel restaurant I’ve ever eaten at. The pool made it tempting to stay in the hotel, and the staff were incredible. I used to travel for work and have stayed in a lot of hotels, so I came in expecting W hotels to offer something elevated. This one delivered more than I expected. The room was very nice too. I’d recommend it to anyone visiting or passing through Santiago.