Nh Collection Plaza Santiago

Recent Reviews: 2546

• User:t0mmyg0nzalez

  Trip type: Business

  Very good, but very far from 5 stars

  27 May 2026

  Food can be better. Card Keys got desconfigured several times. Guest support is very poor, tried to contact them by phone and e-mail, never got an answer until today.

• User:Sags79

  Trip type:

  Far below NH Collection standards — soured the end of a great trip

  06 May 2026

  We spent three weeks travelling across Chile and had wonderful experiences everywhere — until we reached this hotel for the final leg in Santiago. From check-in to room service, almost nothing matched what the NH Collection brand is supposed to represent.Check-in took nearly 20 minutes. A three-desk counter was being staffed by a single person, and I had to ask him directly to call colleagues over before we could be processed. When I asked whether a higher floor was available than the 3rd we’d been assigned, the receptionist told me it would be “communicated tomorrow” — in a tone that made clear she had no intention of doing so. No communication ever came.The room had its own problems. We had pre-booked for three guests, but the extra bed wasn’t set up. The in-room phone didn’t work. Both issues were noted at the front desk with complete indifference, and neither was resolved.Three guests were given one bottle of water. When I asked for more, I was told I could have one additional bottle or buy the rest from the bar. Later, with the phone still dead, I had to walk down myself to ask for a wine bottle opener — which the waiter handed over with explicit instructions to return it quickly, as if I weren’t a paying guest.Individually these are small things. Together, they paint a picture of a property coasting on its brand name without delivering the service to match. If you’re choosing an NH Collection property in Santiago expecting a certain standard, look elsewhere. Camila Rivas, Guest Services / Front Office at NH Collection Plaza Santiago, responded to this review Dear Guest,Thank you for taking the time to share such a detailed account of your recent stay. We sincerely regret that your experience with us did not reflect the standards you expected — and that we strive to uphold — especially as part of your final memories of Chile.We are truly sorry for the delays at check-in and for the lack of responsiveness you encountered. This is not the level of service we aim to provide, and your comments regarding staffing and communication have been shared with our front office team for immediate review and improvement.We also apologize for the multiple shortcomings in your room experience, including the missing extra bed setup, the malfunctioning phone, and the lack of follow-through after you reported these issues. Additionally, we regret the inconvenience caused by the limited in-room amenities and the manner in which your requests were handled. These are basic elements of hospitality, and we understand how their absence can significantly impact your stay.Please rest assured that your feedback has been taken very seriously and discussed with the relevant departments. We are committed to addressing these concerns to ensure a more consistent and attentive experience for our guests.We deeply regret that we fell short during your visit, and we hope to have the opportunity to restore your confidence in the future.Kind regards, Camila Rivas - Guest Relations.

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• User:Storyteller717913

  Trip type: Friends getaway

  Fabulous! Highly recommended

  27 Apr 2026

  This hotel was brilliant! Located a few minutes walk to the tallest building in South America, the subway and fabulous dining/shopping options, it's also in close proximity to cultural delights of the city. The rooms/amenities are spacious, clean and well planned. The staff are extremely kind, helpful and attentive, Jose at reception was fabulous at check in and throughout the stay. I highly recommend NH Collection Plaza Hotel Santiago! Camila Rivas, Guest Services / Front Office at NH Collection Plaza Santiago, responded to this review Dear guest,Thank you very much for sharing such a wonderful review. We are delighted to know that you had a brilliant stay with us and truly appreciate your kind recommendation.It is great to hear that you enjoyed our prime location, close to the city’s main attractions, as well as the spacious, clean, and well‑designed rooms and amenities. Your comments about our team mean a great deal to us, as providing attentive and genuine service is one of our top priorities.We would especially like to thank you for recognizing Jose at reception. Your kind words will certainly be shared with him and will serve as a great motivation for our entire team.We hope to have the pleasure of welcoming you back very soon for another memorable stay at NH Collection Plaza Hotel Santiago.Kind regards,Camila Rivas - Guest Relations.

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• User:Beatriz G

  Trip type: Couples

  Great stay in Santiago Chile

  20 Apr 2026

  Great location, quiet, good food and great service we enjoyed our stay and will be back again. Camila Rivas, Guest Services / Front Office at NH Collection Plaza Santiago, responded to this review Dear guest,Thank you very much for sharing your kind review. We are delighted to know that you enjoyed our location, the quiet atmosphere, the quality of the food, and especially the service provided by our team.It is truly rewarding to know that your stay was a pleasant one, and we sincerely look forward to welcoming you back again very soon.Kind regards,Camila Rivas - Guest Relations.

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• User:Lee W

  Trip type:

  Staff was awful

  20 Mar 2026

  We got there early, and I asked about an early checkin. I wasn't expecting it, but they told me nothing was available, yet I saw other people come after me and get an early checkin. We knew what room we would be in, so I went to see it and it was being cleaned at around 1:00. I checked about once an hour at the front desk, but the girl with pigtails and a young guy kept saying nothing was available, and they said that before they even looked. Still, other people were given rooms. When our traveling companions asked if they could get a $10,000 peso changed for a 5 and 1's, the girl with the pigtails gave me friend only $9 in pesos, and when my friend questioned it, the girl took $1 back, leaving my friend with 8 instead of 10 in pesos. I asked my friend if there was a language barrier, and she said the girl spoke perfect English, which was my experience with this girl, too. The hotel got us a taxi at one point, and kept telling us it would be 5 minutes, and at one point they said the driver was at the light nearest the hotel. This went on for over 30 minutes and we were late for a dinner reservation. We discovered this guy charged us over 4 times of what an Uber would have cost, and he said it would go on our hotel tab as an expense. We ordered an Uber for the return trip back to the hotel, and found our over-priced driver talking with the staff, so I assumed they were friends, or at least very friendly with each other. Later that night, at around midnight, the hotel staff called our friends and insisted they come down and pay the cab fare. I felt like this hotel was preying on us since we were from the US. It was the worst hotel experience of our 17 day trip. The hotel was beautiful in the lobby, but the rooms were in disrepair and some areas were badly in need of a cleaning and paint job. Monkey (said this was a nickname his friends gave him), the bartender, was the highlight of that stay. He was so nice and made great drinks. Camila Rivas, Guest Services / Front Office at NH Collection Plaza Santiago, responded to this review Dear guest,Thank you for taking the time to share such detailed feedback. We are truly sorry to read that your experience did not meet your expectations.Regarding the early check‑in, we fully understand the frustration this situation caused. Early check‑in is always subject to availability, and on the day of your arrival the hotel was operating at a very high occupancy. Although some rooms may become available at different times, allocations depend on various operational factors such as cleaning order, room type, and guest departures. Even so, we regret that the communication you received did not provide the clarity you deserved.In relation to the currency exchange, we are concerned about the interaction you described. While the front desk may carry limited change depending on the time of day, the amount returned should always be correct. We apologize for the confusion this created and will review this matter with the team to ensure accuracy and better transparency.Regarding transportation, we would like to clarify that the services offered through the hotel are exclusive services with their own contracted rates, which differ from ride‑sharing platforms. These services prioritize safety, reliability and secure billing, which is why the price structure is different. However, the delay you experienced is not acceptable, and we apologize for the impact it had on your plans.We are sorry to hear that parts of the room and facilities did not meet your expectations, and your comments have been shared with our Maintenance and Housekeeping teams for immediate review.We appreciate your feedback and regret that your impression of the hotel was affected. We hope you might give us another opportunity in the future to offer you a much better experience.Kind regards,Camila Rivas - Guest Relations.

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