Park Lake Luxury Hotel

Getting locked out of our room near midnight turned an already disappointing stay into an extremely frustrating one. The security lock engaged, and after an hour of the understaffed team trying to open the door, it was finally opened with an improvised tool I brought. The front desk person had been speaking privately with the manager, Victor, but wouldn’t let me speak to him directly. Maintenance only works the day shift, even when the hotel is full, which helps explain the delay. The service was very slow throughout the hotel, and most staff seemed highly junior. Calling the front desk while on the road was just as frustrating: I was left on hold three times for over 20 minutes and couldn’t reach anyone. I was told the hotel was full in high season and only one person was working the desk. Even standing in front of him, when I called, the phone was barely audible. After a slooooowww dinner, we returned to the room and found ourselves unable to get in. That capped off a stay that felt overrated, understaffed, and burdened by quirky procedures, including the usual “you can’t speak with the manager directly” BS. I won’t be back. Manager, please call me, you have my number.

The room wasn’t very clean, and there weren’t enough staff. Customer service was lacking, details were overlooked, and the stay overall was poor. The personnel didn’t seem trained to give guests a good experience, or management wasn’t interested in doing so. The “luxury” in the name feels overstated.

We had a delightful two nights here with a dear friend, and I’ll definitely return. The gardens are gorgeous, the lake view from our spacious room was beautiful, and it felt safe and quiet. We slept in a super comfortable bed, and the bathrooms were immaculate. Parking felt safe too. The staff were always so nice and welcoming, offering options to make our stay better. Breakfast was fabulous, especially the Chilean Eggs Benedict, don’t miss it. The sauna and indoor pool were clean and orderly, just as you’d expect at a spa. Dinner at the restaurant was great: we enjoyed pisco sour and fish dishes, and the ceviche was delicious. The pasta, not so much. I forgot a shopping bag in the room when we checked out. We called and came back hours later, and they’d kept my purchase safe. That says a lot about this place. Just book it!

A fabulous hotel right by the lake, with great service and an amazing breakfast buffet.