DoubleTree by Hilton Hotel Santiago Vitacura

The location of this hotel is great; close to a number of excellent restaurants and attractions, and, within a block of the Turistik #9 stop for the Hop on and off bus. Rooms are beautiful, spacious and very comfortable. Their breakfast buffet is one of the best, and throughout the hotel, whether it is the doormen, concierge, reception desk or house keeping, everyone is very helpful, accommodating and customer focused. Lastly, they upgraded us because of Diamond status and allowed us to check out later. Enjoying our stay and would highly recommend.

I just stayed at this hotel. I waited 20 mins for an elevator (3 were out of service, only one working for the whole hotel). After 20 minutes I had to take the stairs from the 5th floor with my luggage. I told the front desk because I’m sure other people were stuck on higher floors unable to take the stairs. The front desk person was very rude and said there was nothing that she could do and that the elevators were working. I believable. I will never stay there again.

"My husband provided this review using my laptop:" I was fully prepared to write this notice with this rating last night; had it drafted but didn't post it waiting for today's events: We are in a room that was at 27 deg C (80 deg F!!) when we first checked in. I checked and set the temp down to 20 deg C (68 deg F) before my wife and I left for dinner. Didn't complain then because I didn't want to be unfair and pushy with otherwise good people who checked us in. Three hours later upon our return after dinner, the room was at 26 deg C (nearly 79 deg!). After dealing with a well-intentioned tech for over an hour who quickly responded to our complaint to the front desk, he informed us through the front desk personnel (he could not speak a word of English) that nothing could be done until the morning. I stated that that was unacceptable. We had waited patiently for an hour after initially requesting transfer to another room as the room hovered between 78 and 80 deg F as we needed to shower and go to bed. We were exhausted after 14 hours on two airline flights. The response we got was that there was not another room available. I believe the truth is that there was not another room in our class at the rate we had booked and that actually there were other rooms available if they had wanted to accommodate us, Hilton Honors members for decades. We were, therefore, forced to stay in a 78 deg room overnight with a huge 24" floor fan that forced us to feel like we were sleeping in the blast from a prop plane preparing for takeoff. This was the best we could do and the tech didn't leave our room until around 11:45pm. Awful. This is how the story ended today: Finally, we left the room this morning, tired from lack of sleep, for a much anticipated vacation day in the vineyards of the Maipo valley. Upon our return this afternoon just before 5pm the room was at the thermostat setpoint! Eureka! They did what they said they would do. While I now am appreciative of the effort the folks did today while we were gone to fix the problem, I am still very disappointed at how last night was handled. That was just not like a Hilton property. Our first day of vacation in Chile was somewhat spoiled by poor maintenance of equipment and rigid attention to room grades and not to customer service for a long-established trustworthy customer. Hilton Honors members, especially, deserve better.