Gran Hotel Vicente Costanera

We rented 3 rooms for one night as my family is driving to see the penjuins this morning. Since i did not want to go ; i asked last night if i could rent my room another night instead of checking out at 11:30 am as our flight leaves back to Santiago Chile this evening. The receptionist said to wait until this morning . This morning i went to pay for another night. The receptionist realized i was going to check out about 5 or 6 to go to the airport so he said no problem ; we will give you a late checkout at 6pm and he wrote it down so there would be no language issue or concern. During breakfast ; another receptionist came to my table and said another group had rented my room and i had to be out at 11:30. I again offered to pay for the room for the rest of the day. Nope. I have to check out at 11:30. Then they said another room would not be ready until after 2:30 if there is one due to cleaning. That is mostly why they are getting a 3 star. Breakfast was wonderful and it is included. Hot and plentiful with a lot of variety. Internet is free. Not as good here in my room but if i get to the right part of my room it works. There is no AC but it is pretty cool here in puerto montt, so i dont think it is needed and the windows open. However one of my family complained about it being too hot. Also we got here quite late and there was no parking for the car. The lot was full. We had to find another parking spot and be out by 8Am this morning or be charged extra.

Some aspects of the hotel are in disrepair (ie. door handles, one of the numbers for my room number was missing). The only real complaint I had, which I shared at reception and they received the feedback well, was that I placed the do not disturb sign on my door before leaving for an activity during the day; I had all my belongings spread over the room and I did not have the energy or time to put them away. While I was gone, the cleaning staff entered the room to clean. Nothing was missing, but it did feel like a boundary was not respected. Otherwise, the room was very comfortable. The breakfast buffet was delicious and had many options. And the staff I interacted with was quite friendly. I had a rental car and their private parking lot was safe.

I'd like to start my review by explaining my scoring standard: I'll take both the hotel's star rating and the price into account. Like, a 3 star hotel with decent room and service could receive a 5 out of 5 rating from me, while a luxury hotel could lose a score simply because the staff failed to pay attention to every single details. So that's why I gave a 2 out of 5 for this hotel. The only thing qualified this hotel to be 4 star was its lobby. The down hill starts with the moment you step into its lift. It's old and small, can fit only 4 people, means if you travel with a family and several luggage, you'll have to take separate lift. Also, the button of 1 lift was weirdly arranged - it had 1, then -1, then 2~5. On the first day I mistakenly pressed the -1 (as the same place is 1 in the other lift) and it took me to some spooky storage area. The room was really dated - in fact the entire hotel was tired. All the furniture seems to be there for 30+ years. There's no place for you to put your toiletries in the bathroom, unless you want to put it on the top of the toilet tank. There's no rain shower but a very small and old hand-hold shower head and it took over 10 mins for the water to get hot enough. There's no kettle or drinking water in the room, nor water dispenser at the floor or the lobby. Guess the hotel expect the customer to either bring their own water or buy it in their bar. Also it's the first time I saw a 4-star hotel that didn't provide tea/coffee in the room. The breakfast started at 7:30 - despite the information card in the room stated it starts from 7, with limited choice and poor flavor. To me, this hotel should be rated as a 3-star hotel at the highest. I wouldn't recommend this hotel to anyone.

Really cannot provide a valued rating here because I did not stay on their site for these dates. I had scheduled this hotel through *******, but made a mistake on the dates selected. As I was setting up a number of hotels for October trip, the ******* site defaulted me back to September of which I did not catch before i booked the trip. Unfortuately the hotel stay was the next day. I tried to cancel, change, but was unable due to the timeframe. A note was sent through Expedia's support to the hotel, but they never responded. Since I did not stay with them and wanted to yet in October, I was just hoping some adjustment could be made. Thank you