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DISCOVER AN OASIS OF URBAN LUXURY IN THE HEART OF THE CITY W Santiago, inspired by life and located in the iconic El Golf neighborhood, is the ideal destination for the bold traveler. Inspired by life itself, our luxury hotel combines daring design with a vibrant color palette, creating a sophisticated atmosphere that attracts the curious. Enjoy local cuisine at NoSo and Nikkei dining at Karai by Mitsuharu, or unwind at Red2One, our rooftop bar with panoramic views of the Andes Mountains and Santiago de Chile city. Our 196 rooms are designed with elegant furnishings and intriguing decor, reflecting your unique style.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travellers to find restaurants and things to do within walking distance.
Hotel is very chic and truly has the vibe of W Hotels. It was very clean and well maintained, but the service wasn’t up to par of a 5 star hotel. For instance, the doormen do not help you with the doors or offer to get you transportation, and I was unsure why they were even there most of the time. The front desk staff were friendly but did not go out of the way to speak to you - which also may just because the layout of the hotel was awkward as you have to take an elevator to floor 4 then go around a corner to get up to the rooms on a different elevator. Lunch at the hotel was very delicious and possibly the best part of the entire hotel itself. The servers were very attentive and food came out very quickly and very fresh.
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Date of stay: September 2023Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
This hotel is a touch on the strange side. Not bad, not great, but strange. Attention to detail was not as good as expected.
First of all, the general atmosphere is Hip And Trendy(tm). However, in trying to not be your average hotel they made some unique choices that aren’t necessarily better.
Some examples: The lobby and reception are on the 4th floor. The lobby layout is fragmented and disorienting. The shower controls are unconventional to the point of being confusing. The decor is very dark. The room layout isn’t the most intuitive.
Having said all that, the basics of the hotel are actually really good. The bed was very comfortable. The service was attentive. The food was great.
There are some details that were disappointing, though: while attempting to adjust the shower head because it was too close to the wall, I found that it was extremely dusty on top. The faucet handles were either not installed correctly or were broken. There was no towel rack/hook/etc. near the shower. The cover for the running light behind the bed fell off unexpectedly (fortunately I was on the other side of the room).
Not bad, but not as good as I expect from a Marriott luxury hotel.
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Date of stay: January 2025Trip type: Travelled with family
Room Tip:Â Eat at Karai if you can get a table
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Our stay at the W Santiago was nothing short of spectacular! While it started with a minor hiccup, the exceptional service from the concierge team at W Santiago turned it into a trip we'll cherish forever.
Their genuine warmth and enthusiasm meant the world to us. Acquiring tickets mere hours before the concert heightened the excitement of the night, making every song and moment even more special. Upon returning to our room the following day, after a day of exploring the city on electric scooters, we were greeted with a thoughtful note, chocolates, and beautifully laminated concert tickets—a delightful gesture that made our experience truly memorable. We couldn't help but feel grateful for choosing to stay here.
Additionally, Joe and Fernanda at the front desk also provided exceptional service, demonstrating thoughtfulness and care throughout our stay. Overall, words cannot express our gratitude for such an incredible experience. From the outstanding service to the wonderful people, thank you immensely for making our time at W Santiago truly unforgettable!
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Date of stay: April 2024
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Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
A once great hotel, neglected beyond recognition. We travel to Santiago a few times a year, and had stayed here a handful of times before. Although the property has been showing its age for a while, we had never had as bad an experience as we did this time. We were there for 7 days and it felt like each day brought a new issue.
On day one, we realized the shower in our room was broken and we couldn't get hot water. We told the reception we could only get lukewarm water and they said they'd tell maintenance. Nothing changed so for a second day in a row we had to shower with cold water. On day two we more sternly complained and they did fix it through some major plumbing in our room that included replacing the shower faucet.
We made the mistake of using the hotel's laundry service the day before attending a wedding. My two piece suit came back covered in oil stains in the front, back and inside of both jacket and pants. We only realized this had happened the day of the wedding so I had to attend the wedding with a stained suit. The hotel took the suit back and 48 hours later returned it with most (but not all) oil stains removed. We were still charged for the dry cleaning.
On day 4 we got to the hotel bar at 10:15 and were told we could no longer order drinks because they close at 10:30. We went upstairs to the rooftop bar which was also about to close but we decided to hang by the pool. I needed to use the restroom but both men's toilets were disgustingly clogged. Something the staff didn't seem to care about as they kept using them. If you're thinking we could've gone down to our rooms and used the toilet in our room, that's what we did but this hotel is an elevator maze. You have to go down from the rooftop to the 4th floor, and then up again to your room through a different elevator bank.
The following day, someone had puked in the entrance to the hotel which we had to walk through to get to the elevators. That same day we had to call the front desk because one of the elevators was broken and we couldn't get it to read our room key to go up to our floor.
Finally, upon checking in we were told we had a 'long-stay rate' that included a discount at the hotel restaurants. We explicitly asked if this included Karai Restaurant and were told it did as long as we charged it to our room. Upon check out we were told that wasn't the case and the discount didn't apply. When dealing with the shower issue we were told the hotel would compensate us for the issue when we checked out, and we were also told we wouldn't be charged for the dry cleaning fiasco. Neither of these compensations were honored upon check out but by then we just wanted to get out of there and didn't have any energy to keep fighting this property.
Overall, this was an unpleasant and stressful 7-day stay at a property that is neglected and in serious need of a full rehab. The only positives are the staff are mostly kind and trying to make the most of a bad situation, and Karai Restaurant is among the best in Santiago (but you can always dine there while staying somewhere else). As one of Santiago's most expensive hotels, the W no longer lives up to its reputation and can't really justify the price. Stay elsewhere.
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Date of stay: December 2024
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Trip type: Travelled as a couple
Room Tip:Â Stay elsewhere you can get a much better value for your money at one of the many other fantastic...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Daniela Aramayo, Guest Services / Front Office at W Santiago
Responded Jan 5, 2025
Estimado Guest, Lamentamos não ter conseguido atender às suas expectativas durante a sua estadia e agradecemos por dedicar seu tempo para compartilhar seus comentários. Vou revisar pessoalmente cada um dos pontos mencionados com a equipe para garantir que sejam devidamente abordados. Agradeço pela sua atenção e compreensão. Sinceramente,
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I stayed at the W Hotel in Santiago as part of a pre and post Silversea cruise trip in Antartica and added on an extra night at the beginning at my expense. For the price you pay the Wonderful guest room was far from wonderful with obvious signs of wear and tear. The oddest feature was a lack of net curtains on the floor to ceiling windows which overlooked an office block so there was no sense of privacy unless the black out curtains were drawn in which case the room was dark and not adequately lit. This was exacerbated by the shower having glass to the bedroom and hence the main window. When I challenged the missing net curtains I was told this was a feature of all rooms despite have an obvious additional track for net curtains. This was a lie because other guests on the cruise on higher floors had the missing net curtains.
The wardrobe in my room was also missing trouser hangers and when I asked for some after 30 mins someone arrived with 2 bottles of water! Staff are clearly hired for their looks and not for their service ability or english language skills.
When I enquired about late check out on the last day as my flight was at midnight I was told 3 different stories. The first story when I called the hotel that morning was that late check-out was available until 9pm at half price. When I checked-in I was told that the check out time was 6pm and that the person that answered the phone must have been confused. Two promised call backs to the room were not actioned. When I went to check out they tried to charge more that the second person had quoted.
Breakfast service could not cope with the full hotel and guests had to ask for various juice and food stations to be refilled rather than staff taking the initiative. The service in the pool bar was appalling. We waited 40 mins for a drink when the bar was a quarter full and the server was rude and had attitude.
Do not recommend this hotel however hip its supposed to be.
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Date of stay: November 2023Trip type: Travelled solo
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from FILIPE FREITAS, Owner at W Santiago
Responded Dec 25, 2023
Dear 889DavidM889, I hope this message find you well. I will like to express my sincere apologies for the numerous inconvenience that you faced during your recent stay. Your detailed feedback is deeply appreciated and I want you to assure that we take your comments seriously. We apologized for not being able to provide all expectations that you had for this past visit, particularly with regards to rooms and the miscommunication about late check-out. I will share your thoughts with every department in charge and we will make measure to improve the quality of our service. We sincerely apologize for the confusion you had regarding the late check-out. Communication is importance to us and we want you to know that we are taking immediate steps to thoroughly investigate what happened. We are committed to making immediate improvements. Your experience does not reflect the high standards we aspires to provide. If you would be open to giving us another chance, I would love the opportunity to personally ensure a more positive and satisfying experience. Please feel free to reach out to me directly, I will be here to guide in every step of your stay. Kind regards,
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I had a lovely stay at the W Santiago. Centrally located in the El Golf District you are close to shopping and top notch restaurants, including the famed BARAGo which is a must try. Wine tours and other trips are an easy Uber or Subway ride away. What makes the W Santiago unique is its special combination of personalized service, top notch dining and entertainment on site including renowned Karai and Redtwoone Rooftop. This makes it incredibly convenient to maximize your stay in Santiago with activities on site at the hotel in between whatever else you may have planned. The rooms are modern and sleek and while no longer brand new a good value for the price. Best of all Bonvoy Elite members and AMEX Fine Hotel Bookings are treated superbly here as I was even upgraded to a top floor suite!
Before checking in, I had a chance to do some sightseeing and had just tried some local beer brewed in Patagonia which I loved. When Pablo with the Welcome team heard about it, he recommended a couple additional beers for me to try. Imagine my pleasant surprise when he sent up a bucket of local beers and an appetizer for me to try in my room while getting ready for dinner! Throughout my stay Pablo was checking in to ensure everything was to my liking, just fantastic!
I also dined at NOSO for breakfast and and Juan Pablo always took great care of me, recommending menu items to try and was incredibly generous with his time making me feel most welcome, he his a true asset to the W Santiago. I was never without something in front of me to eat or drink and small desserts would randomly show up gratis. I swear, I'm no celebrity and only a Gold Elite but I felt like a celebrity staying at the W Santiago.
Special shout-outs to Daniela with Concierge, Bonita with housekeeping and the team at Karai for a fantastic dinner. While W Santiago is older than some of the other W's I stayed at, it also is amongst the more affordable and has been the most successful at bringing together all the special service touches of all the W's I've been to lately to truly make you feel special while staying there. Highly recommended.
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Date of stay: October 2023
Value
Location
Service
Trip type: Travelled solo
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Stayed at the W for a few days before leaving on a cruise to Antarctica. It is a modern hotel located in a pleasant Santiago neighborhood. While the address is on Isidora Goyenechea street, the main entry is through a portico on the back side of the building which can be confusing if you are driving. The hotel itself starts on the fourth floor of an office building in an area with lots of restaurants that are within walking distance. The staff is friendly, informative, and many speak good English. One of the door attendants even helped us set up our phone with a Chilean SIM card since we could not follow the verbal Spanish instructions for doing so. It is also close to a stop for the Hop On, Hop Bus. You can walk, if you are so inclined, from the hotel to the Costanera Center which is a huge shopping mall with numerous stores and a large number of restaurants. While I would not consider it a luxury facility, it is certainly high class. The W's breakfast buffed was excellent with a huge selection of items from which to choose. The room was spacious with a large flat screen TV, two queen beds, a very long desk on one wall, and a large bath but the decor in the hallways is rather dark for my taste (see photo) which is why I rated it a 4 and not a 5.
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Date of stay: November 2023
Value
Location
Service
Trip type: Travelled with friends
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
They were so great I simply feel obligated to write a review for this amazing team and amazing hotel! They REALLY deserve it! From the moment we checked in the teams went above and beyond to make it a great stay. We had high expectations, and were demanding, but they delivered with grace, smiles and knowledge over and over again! I wish I had written down additional specific names to include, but every single person was fantastic. The entire front desk staff deserves a shout out - as well as Mateus at the concierge (apologies if spelling wrong) for really holding our hands with questions and help with planning, and Victoria, our hostess at Karai, for adding some great vibes to our dinner and being such a pleasure to converse with! The food and experience at Karai is also highly recommended.
I travel a lot for work and for pleasure and I really appreciate a staff that takes such pride in service and the guest experience. It's truly experiences like this that keep me loyal to Marriott and why I reach Titanium status. With my status I was able to use a "suite upgrade" that I earned to get an amazing suite!! I'm sure all the rooms are great, and the location itself (and standard hotel amenities) are great. Titanium status did get us a complimentary breakfast buffet, but even if you have to pay it is definitely WELL worth it....a beautiful and plentiful buffet with top notch offerings, plus wines/sparkling wine/mimosa and bloody bar included, as well as quite a variety of cook to order items including all types of eggs, avocado toast, french toast, etc. Plus, they have indoor/outdoor seating with amazing views. I think we spent two hours here one day, it was just lovely. And speaking of views...the pool was gorgeous! Smaller lap style rooftop pool with unreal views, and was never too crowded during our stay.
To sum it up, if you've stayed at W's you know what to expect from the brand, and this one delivers! To me they are a fun kind of fancy that I really enjoy! Plus, it's in a great location, has some really great special touches, and the staff just really takes this property to the next level! Thank you so much for an amazing stay!
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Date of stay: March 2023
Value
Location
Service
Trip type: Travelled with friends
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
the location is very good and the staff is friendly but not particularly efficient or knowledgeable. the elevator system is a maze. the room lighting is deficient and odd. our bedroom had a bath next to the bed and it was the bath was the best lit area of the bedroom. the work station had no light and the bathroom had no waste basket. the hair dryer had a North American plug and the tv did not work well. the concierge suggested a restaurant and proceeded to reserve at another one sending us on a wild goose chase. Etc.
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Date of stay: May 2022
Location
Service
Sleep Quality
Trip type: Travelled on business
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from juliana marteau, Guest Services / Front Office at W Santiago
Responded May 24, 2022
Dear erik05788EJ Thank you for sharing your valuable feedback with us. Your opinion is important to us. We apologize for the inconvenience and we will indeed take your comments as constructive criticism and I will share it with the rest of the team. I am very sorry we did not meet your expectations and I hope you can give us a chance the next time you will visit Santiago. If you do, please do not hesitate to contact me directly. Juliana Marteau Whatever/Whenever Manager
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Check in was at 15. We arrived at 16 and the room was not ready. The television of the piece is analogous. It looked like the '80s. The tub of the piece is next to the bed with carpet. It's all wet. On the wc is a picture that looks like bacteria culture. We wanted to go to the rooftop there was a private event and you couldn't use it. We weren't notified in advance. We opted for the branch. They told us it was full, they got us a table. Turns out at least five never got taken care of. Pure lies. You have to change elevators for everything and bad signage. Super annoying. It has no indoor pool and the outside is super small. Blue whiskey closed years ago, record closed years ago and there are still the signs. I don't recommend it and I'll never come back. There are much better hotels. It was a disappointment!!!!
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Date of stay: December 2024Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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