Pullman Santiago Vitacura

We recently stayed at the Pullman Santiago Vitacura. Check-in was efficient and friendly. However, as Platinum Accor members, we were surprised that we were not offered the usual welcome drinks and recognition that we have consistently received at other Accor properties. Unfortunately, the most concerning part of our stay occurred just two hours after we checked into our room. We suddenly heard our room door unlock, and a complete stranger walked in. As alarming as it sounds, it is absolutely true. We immediately went to reception to demand an explanation. We were informed that a man had requested a key to our room, and the front desk simply issued one. It appears no appropriate identity or security checks were carried out before providing access to an occupied guest room. This represents a serious breach of guest privacy and safety and is completely unacceptable. The hotel manager apologised and offered us complimentary drinks as compensation, which we declined. A free drink does not address such a significant security failure. For the remainder of our stay, we felt anxious and unsafe and simply could not wait to check out. The room itself was adequate but certainly did not meet our expectations of a five-star hotel. Only two bottles of water were provided for the entire stay, and coffee supplies were not replenished after the first day unless purchased. Complimentary tea and coffee throughout a guest's stay is a fairly standard offering at most hotels of this calibre. Another disappointment was the atmosphere in the hotel's entrance and foyer. While we appreciate it was during school holidays, there were around 20 children playing in a designated child's play area adjacent to the entrance, with others running through and lying across the main walkways. Rather than creating a welcoming and sophisticated first impression, the foyer felt chaotic and lacked the ambience expected of a five-star property. The highlight of our stay was undoubtedly the restaurant. The kitchen and wait staff were exceptional, providing warm, attentive service throughout. Breakfast each morning offered an excellent selection, and the dinner we enjoyed was outstanding. Compliments to the chef and the entire restaurant team—they were the standout feature of our visit. Overall, while the restaurant staff deserve high praise, the serious security lapse and several shortcomings in the guest experience mean we would not choose to stay at this hotel again.