W Santiago in Santiago

Our stay at W Santiago on February 2026 was unfortunately far below our expectations.

We arrived before check-in time and stored our luggage with the hotel. When we officially checked in, we gave them the luggage claim ticket as we were told the bags would be delivered to our room. However, it took more than 30 minutes for our luggage to arrive, even though we only had one carry-on and two bags. I had to call the receptionist to follow up. They said they would check on it, but after waiting even longer, my husband decided to retrieve the luggage himself.

Secondly, we were not confident that the room had been properly cleaned. There were missing hand towels, face towels, and slippers. The tables were dirty (as shown in the attached photo), and we even found a bottle cap in the carpet that did not belong to us. I had to call and request all the missing items. This made us question the hotel’s cleanliness and attention to detail. It felt as though the room may not have been fully ready for guests.

Third, there was no blind or curtain in the shower area. I am not sure whether people outside could see inside, but it made me feel very uncomfortable. On that same day, we noticed a hanging rope outside and assumed there was construction or maintenance work happening on the floor above us. The hotel did not inform us beforehand or mention any ongoing construction on their website. It was very uncomfortable hearing workers’ noise while trying to relax.

When I called the receptionist, they initially said they were not aware of any construction. It was surprising that the staff did not know workers were operating outside the building. A receptionist later came to check our room. I asked if there was another room with blinds in the shower area and requested to move, but she did not clearly answer my question and only mentioned that every room has a different layout. At that point, I did not want to push further. She later called to confirm that there was indeed construction happening, although she could not say how long it would last. We stayed with the ongoing noise and discomfort.

Fourth, the next morning we went to breakfast. When we returned, housekeeping was already inside our room. We were not aware they would be coming, and we had many valuable belongings out in the open. We were also planning to shower and get ready to go out, but this interrupted our plans. Additionally, we were not provided with a “Do Not Disturb” tag. I understand that the housekeeping staff were simply doing their job, but it was frustrating to constantly have to ask for things that should have been properly arranged.

Overall, our stay at this hotel was very unpleasant. This is advertised as a 5-star hotel under the W brand. We have stayed at many Marriott properties around the world, and this experience was far below our expectations. The price of this hotel is not cheap, yet the service and overall experience felt closer to a 2-star property, I’m sure they even can do better than this hotel.

The only reason I did not give this review one star is because Connie, one of the receptionists, personally came to our room to apologize for what happened, including issues that were not directly her fault. We truly appreciated her professionalism and effort.

If you are planning to visit Santiago, you may want to think twice before choosing this hotel.