Renaissance Santiago

We recently stayed at the Renaissance Santiago Hotel for our honeymoon and had an absolutely world-class experience. While the hotel itself is stunning (don't miss the views from the Sky Bar!), the highlight of our stay was the Club Lounge. A massive thank you to Paz for her incredible service. She went above and beyond to make us feel welcome, attending to every detail with such warmth and professionalism. It’s rare to find someone so dedicated to guest satisfaction; she truly made our stay memorable. The lounge itself is a fantastic sanctuary with great offerings, and the overall hospitality of the team was top-notch. If you are a Marriott Bonvoy member, this is the place to stay in Santiago. We can’t wait to come back!

Stayed at this hotel for many weeks. In summer everything was great, in lounge there were cookies and nuts, but in autumn they removed snacks and fruit from the lounge that was there during the day so you can only get water and tea coffee. a lot of food that was there in summer also disappeared like paella. And in fact on one of the days I had a food poisoning from eating in the lounge, I didn’t consume any food outside the hotel. I was sick and with fever for 2 days. Also the air freshener machines are annoying, they are too strong in the lobby and in lounge. Why do I have to smell these disgusting chemicals sprayed in the air while eating food? One time a maintenance guy didn’t respect the do not disturb sign and entered the room with his key while we were in bed, we didn’t even call anyone, he had to go to another room, you should train your staff better. From the positives: a nice pool area, good breakfast in the main area ( not lounge) , location. Managers attitude is disgusting, we spent months in this hotel but they treat platinum members like lowlife. Never again we will return to this hotel.

My husband and I recently stayed at the Renaissance Santiago Hotel and were extremely disappointed with the billing errors, service standards, and the way management handled our complaint. When booking online, the total cost shown for the two-night stay was clearly $478.00 USD, with taxes and charges (including IVA) included. However, at checkout, the 19% IVA was charged again on top of the already-invoiced amount. This resulted in a clear double charge for the same stay. In addition, access to basic coffee and milk services in the room was highly questionable. There was no milk supplied with the in-room coffee setup, and when we called for a cup of milk, we were told it would cost $6,000 pesos. The setup was incomplete and poorly stocked, making it difficult to prepare even a simple cup well below expectations for a Renaissance property. When we raised the issue politely during our stay and followed up with a detailed complaint to the General Manager, the response from the Front Office Manager was inadequate. She defended the hotel’s position without addressing the double IVA charge at all, focusing only on check-in procedures and tax rules while completely ignoring that IVA had been applied twice to the same reservation. We then escalated to Marriott’s Corporate Office of Consumer Affairs. One liaison initially promised a review and resolution within three business days. Instead, a follow-up from another senior liaison simply referred us back to the same hotel manager who had already failed to resolve it. None of the three managers we dealt with acknowledged or corrected the duplicate IVA charge. For comparison, in March 2026 we stayed at the IBIS hotel nearby. The service was absolutely excellent far better than at the Renaissance. The room was noticeably bigger, it had a full tea and coffee service, and for a similar rate we received a full continental breakfast included, and no IVA double charges. The overall experience was vastly superior. This contrast highlights how disappointing the Renaissance Santiago was. Whether a guest is Chilean or not should not be the central question the fact that IVA was charged twice on the same confirmed booking is the real issue. The combination of clear billing mistakes, substandard attention to basic guest amenities, dismissive complaint handling, and poor value for money reflects poorly on the overall management and guest service standards at this property. This experience left us feeling that the hotel and Marriott management are either unable to properly review their own billing records or are deliberately avoiding accountability and refunds for overcharges. We expected better from a Renaissance/Marriott property. Unfortunately, this stay has made us reconsider future bookings with the brand in Chile. We strongly encourage travellers to look around for better options and stay away from this Marriott/Renaissance property in Santiago