Enjoy Hotel Del Valle

My experience was absolutely terrible. I have never felt so misled and so abandoned by a hotel. The problems started as soon as we arrived. We spent more than 14 hours without Wi-Fi, which is a basic service the hotel advertises and charges its guests for. What made the situation even worse was that no one could provide an explanation, a solution, or even an estimate of when the issue would be fixed. Phone calls went unanswered, staff had no information, and there was a complete lack of concern for the guests. I was traveling with my family, and because of this situation we decided to leave the very next day, even though we had already paid for several nights. We requested a refund for the unused nights, but the only response we received—over and over again—was essentially the same scripted answer: “You need to file a complaint in our complaint book, and it will be reviewed in approximately 20 business days.” There was no immediate solution, no willingness to take responsibility, and no consideration for us as paying guests. The front desk staff was incredibly frustrating to deal with. Instead of trying to solve the problem, they simply repeated the same response like robots, showing no empathy for a family dealing with a completely unacceptable situation. As if that wasn’t enough, my 4-year-old son injured his finger after it got caught in an area of the pool. My daughter went to the front desk to ask for a simple adhesive bandage, and she was told they didn’t have any. A few minutes later, her mother went to ask for exactly the same thing, and suddenly they did have one. That gave us the impression that they were not even willing to help with something as basic as a bandage when a child asked for it. Small moments like this say a lot about the level of customer service. To make matters even worse, when I expressed my frustration about paying for a service the hotel was not providing and requested a refund so we could stay somewhere else, they called security guards instead of trying to resolve the issue. Rather than helping us, they seemed more interested in dealing with the complaining guest than fixing the problem. We had originally booked through Booking.com, but the hotel convinced us to cancel our reservation because they claimed they could offer a better rate if we booked directly with them. Looking back, it felt like the real reason was to avoid paying Booking.com’s commission, leaving us without the protection that platform provides when situations like this happen. On top of everything else, the hotel appeared understaffed, several areas looked poorly maintained, and the overall experience was nowhere near what anyone should expect from a professional hotel. My impression is that this hotel simply does not take its guests seriously. They charge for services they fail to provide, refuse to offer real solutions when things go wrong, and push all responsibility onto the customer by making them wait weeks for a response. I would not recommend this hotel under any circumstances. If you value your money, your time, and your family’s peace of mind, stay somewhere else. There are many hotels in Santiago that truly understand what quality service and customer care mean. This was, without question, one of the worst hotel experiences my family and I have ever had.

The price of the stay does not correspond in any way to the experience. The service unprepared, and the gastronomy of very low quality. The spa did not meet the published schedule, and that was part of our decision to go. The room met expectations, but apart from that, it was a disappointment.

WARNING! Bankrupt hotel! We came in a group of 8 motorcyclists and what was supposed to be the cherry on top turned into a nightmare. Starting with check-in, which took over an hour and a half. The attendants, besides being very rude, were completely lost. When we finally got to the room, we noticed the shampoo, conditioner, and shower gel dispensers were empty. TV with no remote. No minibar (they were removed), no air conditioning. There's a floor fan (for a 5-star hotel, unacceptable!), the phone didn't work, and the key card demagnetized every single time, so we had to go to reception to reactivate it. The rooms are large and very good. At the pool, they force you to buy a swim cap. But they were dirty and full of dead bugs. We found a snake in the indoor pool area. To use the hot tub, you have to pay. Food was nothing special and expensive. We ordered breakfast boxes because our departure time was before breakfast opened. They forgot to prepare them and improvised with a bag (photo attached). All the staff, except the waiters, are rude and make no effort to help guests. One in particular, when we told her we had a problem, replied that she wasn't in the mood to solve anyone's problems. Unbelievable! Think VERY carefully before booking this hotel because it's expensive and you will definitely be stressed. A waiter told us the hotel went bankrupt and that each segment is run by separate companies. There's no chance we would recommend this hotel to another guest!