We booked the Remota as a good resting space before and after our 5 day visit to Torres del Paine, in total we stayed there for 5 nights, our friend stayed for 11 days. The hotel is beautiful and the common areas spacious. Looks alone, this hotel is 4-5 stars. Service falls very short for the price of the rooms and the ambiance the hotel gives off. We prepaid for 2 rooms, with a 3rd room being paid for by a friend. Some people in our party were late in arriving because of flight delays and arrived around 10 AM the day after our stay began. I confirmed the night previously that their rooms were all set and prepaid, hoping to make sure they could check in easily and relax after the long journey. When they arrived the front desk staff told them their rooms weren’t ready and that they would have to wait until the afternoon check in time. Not a huge deal but a strange reaction by hotel staff after a guest experiences flight delays. The restaurant and bar staff were great - friendly, accommodating and talkative. While most of us went on a 5 day hike, one of our party stayed behind. He got food poisoning from the restaurant and was sick in his room for two days. After we returned he told us that he tried to call the front desk and ask for a soda to try and calm his stomach. They advised him they don’t provide room service. Even after explaining that he was alone and got sick from the restaurant, they refused to bring him a drink and insisted they did not offer room service. Another example of the extremely lackluster service provided by the front desk. We were staying one extra day from the rest of our party but they had us listed as checking out on the same day. After explaining that we needed the extra day we were told the hotel was booked. This place is pretty big and we know a lot of people take day trips but it was never full. You see all of the room keys they have available behind the desk. We were unable to extend the stay directly with the front desk, we needed to wait until the office in Santiago opened for the day. We gathered up all of our gear and stored it in the check in area while we waited to see if a room was available. The front desk staff didn’t seem concerned or willing to remedy the situation. After 2 hours we (us, not the staff)were able to confirm there was a room available and the front desk told us it would be ready soon. We sat. And we waited. And waited some more. After another hour and a half we asked if the room was ready, which took the worker by surprise and he said our room had been ready. We were sitting 10 feet away from him the entire time. We paid just under $300 for every night of our stay and were charged nearly $400 for the additional night. Okay that’s a lot of rambling. The customer experience is poor for the price point of this hotel and it tries so hard to be something it’s not. It’s about a 25 minute walk to town and you can never schedule a shuttle with them. Ever. No time for airport pick ups, drop offs or
