Customer service in Santiago is non existent in general...I know this....I have lived here before, visited many times....and yet, every time I cop it, I'm annoyed. This hotel - treated me with contempt basically. As a paying customer, who stayed there on two separate occasions - I emailed them over several issues. For example;
Access - when arriving at 1am.
Luggage storage, for an afternoon, when leaving at 10pm.
The TV in the room didn't work - they didn't ever fix it.
The room had not been cleaned for 3 days - no toilet paper - they cleaned the room, and left it with no toilet paper. Nice one.
Arranging an airport transfer - as advertised on their website.
I received ZERO responses. Yet, when my home bank put a stop on my card, until I confirmed it was me using it - THEN, they responded. Their phone's and email addresses suddenly worked, they turned up at my door speaking English - BUT ONLY WHEN THEY WANTED MONEY.
At no other time, did they even bother to reply to me, or address any of my questions.
Beyond that - if this is your first time in Stgo - and/or you don't speak Chilean (different to Spanish) - then this may not be the place for you - no one in the building speaks English, and obviously, the manager's can't be bothered dealing with paying customers.
Also - SECURITY CONCERNS - key coded door - who else has that code? balcony access and cleaners would leave the door open when I was out.