Mandarin Oriental Santiago

Mandarin Oriental Santiago: A Comprehensive Review of a Michelin Key Selected Property

The Mandarin Oriental Santiago, celebrated as a Michelin Key Selected property, generally garners a highly positive sentiment from guests, lauded for its exceptional service, resort-like amenities, and spacious, well-appointed rooms. Despite its origins as a former Grand Hyatt, a significant interior renovation in 2019 transformed it into the sole Mandarin Oriental in South America, creating an urban oasis in Santiago.

1. Overall Rating & Sentiment

The general consensus for Mandarin Oriental Santiago is overwhelmingly positive, with guests frequently describing it as a luxurious property offering an outstanding experience. Many consider it to be superior to other luxury hotels in Santiago, including the Ritz Carlton. The hotel maintains a high standard of luxury, comfort, and service, though some guests note that while the interiors are largely renovated and modern, the exterior architecture and some older common areas can feel dated, not fully aligning with the expected pristine Mandarin Oriental standard.

2. Key Highlights

Guests consistently highlight several aspects that make the Mandarin Oriental Santiago a standout choice:

• Service & Staff: The staff is frequently praised for being exceptionally friendly, accommodating, professional, and genuinely kind, often exceeding expectations.
• Resort-like Atmosphere: The hotel boasts an enormous central garden and one of the largest pools in Santiago, complete with a waterfall, creating a tranquil urban oasis feel. The view of the pool from many suites enhances this resort ambiance.
• Spacious Rooms: Standard rooms are noted as being among the largest in Santiago, offering ample space and thoughtful design.
• Design & Ambiance: The renovated interiors, particularly the lobby with its spacious, airy atmosphere and Chilean artwork, are appreciated. Modern muted color palettes of light woods, mossy greens, and chic grays are used in renovated rooms.
• Dining Options: The on-site restaurants, Senso (Italian) and Matsuri (Nikkei), receive positive feedback for their quality and variety.
• Views: Many rooms and public areas offer enviable views of Santiago and the Andes mountains.

3. Room Quality

The rooms at Mandarin Oriental Santiago are generally described as modern, well-appointed, and extremely comfortable. Even non-suite rooms are spacious, with Executive Rooms offering 560 square feet (52 square meters) in a clever split-level design. All rooms and suites include bathrobes, slippers, and large bathrooms with rain showerheads. Suites often feature extra-deep bathtubs, dining rooms, living rooms, king-size beds, and walk-in closets. The design incorporates modern furnishings and large picture windows to maximize city and mountain views. However, some guests feel that certain room details and finishes, particularly in older-style rooms, can feel dated, reminiscent of an early-2000s hotel, and would benefit from further refurbishment to meet the highest contemporary luxury standards.

4. Dining Experience

The hotel offers a commendable dining experience through its two main restaurants. Senso, with an Italian focus, serves breakfast (an expansive buffet) and dinner with indoor and outdoor seating. Breakfast options include house-baked bread, pastries, smoked salmon, eggs to order, cold cuts, cheeses, fresh fruit, and excellent coffee. However, some guests have noted that the fruit selection can be disappointing (canned/syrupy) and juices may not be freshly squeezed, and breakfast service can sometimes be slow or crowded. Matsuri offers highly-regarded Nikkei dishes (Japanese-Peruvian fusion) in a more formal setting. Dishes like crab and avocado appetizers, squid ink linguini, South American sushi, and grilled octopus have received praise. The lobby bar is known for its inventive gin and tonics, staffed by award-winning mixologists. Overall, the food quality in the restaurants is often described as "much better than most hotel restaurant food" and "delicious."

5. Service & Staff

The service and staff at Mandarin Oriental Santiago are consistently highlighted as a major strength of the property. Guests report that the staff are wonderful, accommodating, friendly, helpful, and professional, often going above and beyond to assist guests. Many consider the level of professionalism, elegance, and genuine kindness to be exceptional, even by Mandarin Oriental standards, with outstanding 24-hour customer service and dedicated housekeeping. While generally excellent, some isolated reports mention occasional slow service during busy periods, particularly at breakfast or by the pool.

6. Location & Accessibility

The Mandarin Oriental Santiago is located at Avenida Presidente Kennedy 4601 in Las Condes, a pleasant and safe neighborhood. It offers a relaxing escape from the bustling city, yet is considered to be in a central location. The hotel is within walking distance of lovely parks and close to upscale retail therapy options like Mall Parque Arauco and Alto Las Condes. While slightly off the main tourist path, the accommodating staff are happy to help guests plan their adventures. Transportation via Uber is common, though some guests have reported issues with Uber at the airport or preferred the hotel's car service for convenience. Taxis can also be found, sometimes requiring an app.

7. Value & Pricing

The Mandarin Oriental Santiago is considered a five-star luxury hotel. Room rates can vary significantly, with prices ranging from approximately $187 to $1807, depending on the room type, season, and booking platform. Average prices have been reported around $261 to $394 per night. Despite being a luxury brand, many guests feel it offers exceptional value for money, especially when compared to the average hotel room price in Santiago. Deals like "stay three nights pay for two" or benefits through programs like Amex Fine Hotels & Resorts or Mandarin Oriental Fan Club (including upgrades, F&B credits, and complimentary breakfast) can enhance the value.

8. Common Complaints

While the overall experience is positive, some recurring issues or criticisms have been noted:

• Outdated Exterior & Some Public Areas: The hotel's exterior, originally built over 20 years ago as a Grand Hyatt, is sometimes described as dated, a "hulking, lumpy mess," and some common areas show signs of wear and tear, needing further renovation to fully meet the Mandarin Oriental standard.
• Inconsistent Breakfast Service: While the breakfast buffet is expansive, some guests have experienced slow service, crowded conditions, or food items not being replenished promptly. The quality of fruit and juices at breakfast has also been a minor point of criticism.
• Spa Limitations: Some reviews mention the spa being closed for renovations or having limited availability for massage rooms due to restrictions.
• Paid Internet (without loyalty program): A minor but noted complaint is the fee for internet use unless enrolled in the free "Fans of M.O." loyalty program.
• Room Service/Housekeeping Lapses: A few guests have reported issues with unacceptable room service, untidy rooms after cleaning, or a lack of turndown service, which is considered inexcusable for a hotel of this category.
• Minibar Stock: During some inspections, minibars were found to be unstocked due to pandemic protocols.

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