Refugio Vertice Grey Hostel

The setting is a highlight, close to Grey Lake, the glacier and lovely forest trails. We stayed while doing the Patagonia W trail, and found this hostel-style hotel cleaner and better equipped than average. Shelves and dressers made it easy to keep our things off the floor, and the bathrooms and showers were conveniently on the same level as the rooms. Meals served cafeteria-style were included in our package. They were tasty and filling. I slept well on the bed, though my 6'2" husband found the mattress too short.

The place itself was lovely, with clean, comfortable rooms, nice facilities and a beautiful setting. The staff at Refugio were friendly and welcoming. What bothered me was learning only after we left that a welcome drink and 30 minutes of free WiFi were included. We paid around USD $500 for one night, for two beds in a four-bed dorm with full board, plus several drinks at the bar. That may sound petty, but at that price I expected the check-in staff to explain what was included.

After coming from Los Perros on the O trek, this beautiful refugio felt like a return to civilisation. The corridors were kept warm by woodburners, the showers were clean and comfortable, and there was a great bar and outdoor area. We had a comfortable bed with bedding and shared a room with four hikers. The mountain views were lovely too. Dinner was a simple buffet and service felt rushed. It gave us enough calories, but a better meal would have made the stay five stars. Still, it was memorable.

I’d only recommend staying here if you’re hiking, rather than arriving by ferry. Our Lago Grey ferry was cancelled twice because of windy conditions beyond anyone’s control, despite our reservation. After email and other attempts failed, I called the emergency line. The attendant said there would be no refund and didn’t seem empathetic. She also declined to offer us a replacement night at their hostel in Puerto Natales. To her credit, she offered a stay at Paine Grande, but that didn’t really help us. My complaint is about customer service. I had the same impression of Vértice, which runs this refugio, and Torres, which runs the other Refugios. Both seemed inflexible and, candidly, unconcerned about the customer experience.