Pullman Santiago Vitacura

Recent Reviews: 2969

• User:Luis P

  Trip type: Family

  Wonderful experience.

  22 Sept 2026

  The location was great. The staff was wonderful specially Mabel Donoso, she was friendly and nice. TEAM PULLMAN VITACURA, Guest Services / Front Office at Pullman Santiago Vitacura, responded to this review Dear Guest,Thank you very much for sharing your experience with us and for highlighting our great location and the service provided by our team.We are especially pleased to know that Mabel Donoso helped make your stay a wonderful experience with her friendliness and warm service. We will be happy to share your kind words with her, as they will certainly mean a lot to her.We hope to have the pleasure of welcoming you back to Pullman Santiago Vitacura on your next visit to Santiago.Kind regards,Rebeca LaraCustomer ExperiencePullman Santiago Vitacura

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• User:Ian H

  Trip type: Couples

  Excellent Place to Base Yourself

  08 Sept 2026

  From the moment we checked in (after 13.5 hours of flying) to when we left, the place was outstanding, in fairness we had a number of room service issues but have overlooked them due to the outstanding service we received to correct them, and make our stay amazing. Great place to base yourself as food places everywhere of different nationalities within walking distance, close to the main attractions so that walking is not an issue and very very safe, has everything you could need and the buffet, pool (not heated so very cold!) Etc were amazingly good but the service stood out.Call out to Miguel, great barman with an infectious smile and the greatest maker of pisco sours ever known!Call out to Rebeca at front of house, issues we had dealt with quickly and efficiently and nothing but helpful, fun and perfect English, her private whisky tasting event was sensational and incredibly informativeLast call out to Felippe (hope spelling correct), senior manager with them whom always came to say hello, was incredibly helpful and friendly and endless source of info.We will be back TEAM PULLMAN VITACURA, Guest Services / Front Office at Pullman Santiago Vitacura, responded to this review Dear Ian,Thank you so much for taking the time to share such a thoughtful and wonderful review of your stay with us.We are truly delighted to know that, after such a long journey, you were able to enjoy a comfortable and memorable stay with us. While we are sorry for the room service issues you experienced, it is wonderful to hear that our team was able to resolve them promptly and that our service made such a positive difference to your overall experience.Your kind words about our team are especially appreciated. I will be delighted to share your lovely comments with Miguel and Felipe. Miguel will certainly be thrilled to know that his Pisco Sours left such a lasting impression! It was also a great pleasure for me to assist you during your stay, and I am so happy that you enjoyed the private whisky tasting. It was wonderful having you join us.We also appreciate your comments about our location, the variety of restaurants within walking distance, our facilities, and the sense of safety you experienced in the area. We have also taken note of your feedback regarding the pool temperature.Thank you once again for your trust and for your kind recognition of our team. Knowing that you will be back is the best compliment we could receive, and we look forward to welcoming you again for another memorable stay in Santiago.Warm regards,Rebeca LaraCustomer ExperiencePullman Santiago Vitacura

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• User:Stay38892793652

  Trip type: Business

  A « 5-star » that rations water and charges for coffee after you complain

  25 Jul 2026

  7-night business stay with several colleagues, including Accor ALL Platinum members. What follows is factual.The room was stocked with two bottles of water and four coffee capsules for 7 nights — the same allocation given for a 3-night stay. After complaining, coffee was added to the room… then charged to my bill. Novotel properties — a lower-tier brand within the same group — offer unlimited water and coffee.Laundry: garments handed in for express service on Monday, returned Tuesday after 8 PM. A pick-up request on another day was declined because « no staff was available ». No laundry bag in the room: I carried my dirty laundry to the front desk myself.My colleagues experienced the same: no coffee, missing bathrobe, minibar never restocked with water — Platinum status included.Worst of all: the staff’s indifference to every single complaint. And after a formal complaint to management, the « commercial gesture » offered: a carafe of filtered water.The location and building do not make up for such petty management. For a hotel that presents itself as 5-star, the gap between promise and reality is dismaying. Business travelers: look elsewhere. TEAM PULLMAN VITACURA, Guest Services / Front Office at Pullman Santiago Vitacura, responded to this review Dear Guest,Thank you for taking the time to share such a detailed account of your stay. We sincerely regret that your experience did not meet your expectations, and we appreciate the opportunity to address the concerns you have raised.We are sorry to learn that several aspects of your stay caused frustration, particularly regarding the replenishment of in-room amenities, the laundry service, and the way your concerns were handled. Providing attentive and responsive service is one of our highest priorities, and we regret that we did not deliver the level of hospitality you rightfully expected.Regarding the bottled water and coffee capsules, our amenities are provided according to the room category and the hotel's service standards. We understand, however, that this may have fallen short of your expectations, especially during a longer stay, and we regret that our communication on this matter was not clearer. We also apologize for the delays and inconsistencies you experienced with our laundry service, as well as for the lack of follow-up on your requests. This is not representative of the standards we strive to uphold, and your comments have been shared with the relevant department managers for immediate review and corrective action.Most importantly, we regret that you felt your concerns were met with indifference. Every guest deserves to feel heard and valued, and we are truly sorry that we failed to convey this during your stay. Your feedback has been taken very seriously and will be used to reinforce our service culture and operational procedures.While we are pleased that you appreciated our location and facilities, we understand that these positives could not outweigh the shortcomings you encountered.Thank you once again for your candid feedback. We hope to have the opportunity to regain your trust and provide you with the level of service that Pullman Santiago Vitacura is committed to delivering.Kind regards,Rebeca LaraCustomer ExperiencePullman Santiago Vitacura

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• User:Xiriss

  Trip type: Family

  3 complains and the Room keeps dirty

  19 Jul 2026

  As an All Accor Platinum member I always had great experience in this chain PULLMAN, specially my last stay here, but after 7 nights this July I’m leaving with an experience way less than an Ibis. I had complain 3 times about the cleaning of my room. On the first night the tray with the welcome goodies were not taken from the room and it was dirty and with left over food on the tray, table and floor. The floor was also dirty and not sign of cleaning. The pillow had no cover on it as well. I asked twice for a thinner pillow but nobody came till I went down to the reception and know that housekeeping was out for the day (someone could told me that instead of making me wait). After that, it came the day that the cups and glasses were not exchanged to clean ones.Once again I complain and received an apology letter.Rebecca was very welcome and also another reception man.I asked for a hair dryer because the one in the room was was broken and I had to go downstairs to ask for since the wait over the phone and was to long (downstairs I had to wait 15min)And today for my surprising, not even the trash was taking out, glass and cups left dirty in the room, no floor cleaning, pillow without the sheet, and so on… it seems the person was only instructed to make the bed.I really gave the chance but today was very surprising the way it was not clean and I decided to do this review. I hope you guys get your stuff together to honor the Pullman history. TEAM PULLMAN VITACURA, Guest Services / Front Office at Pullman Santiago Vitacura, responded to this review Dear Xiriss,Thank you for taking the time to share such detailed feedback regarding your recent stay with us.First and foremost, I would like to sincerely apologize for the repeated housekeeping shortcomings you experienced. It is truly disappointing to learn that, despite your patience and the opportunities you gave us to correct the situation, we failed to deliver the level of cleanliness and service you rightfully expect from Pullman, especially as an ALL Accor Platinum member.We deeply regret the series of inconveniences you encountered, including the incomplete room cleaning, dirty dishes left behind, the missing pillowcase, the delay in assisting with your pillow request, the broken hair dryer, and the lack of proper follow-up after your previous complaints. This is certainly not reflective of our standards nor the experience we strive to provide.On a personal note, thank you for your kind words regarding the assistance you received from me and my colleague at Reception. Your recognition means a great deal to us, even though we are saddened that we were unable to fully recover your overall experience.Please rest assured that your comments have been shared with our Executive Housekeeper and the entire Rooms Division team. We are reviewing the circumstances surrounding your stay and reinforcing our quality control procedures to prevent situations like this from happening again.We truly appreciate your honest feedback and the opportunity it gives us to improve. We sincerely hope you will consider giving Pullman Santiago Vitacura another opportunity in the future so that we can restore your confidence and provide the level of service you have come to expect from our brand.Kind regards,Rebeca LaraCustomer Experience & Front Desk SupervisorPullman Santiago Vitacura

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• User:Bryan R

  Trip type: Couples

  Incredible staff, clean beyond words, an incredible experience!

  02 Mar 2026

  We recently stayed at Pullman Santiago Vitacura and Pullman Vina Del Mar. I’m an contacting you because I want to accurately describe how incredible our stays were at your hotels… truly first class top of the line! The entire staff at Pullman Santiago Vitacura has been amazing! Andres and Jose welcomed us the second we arrived, explained the hotel and the area just made us feel at home. When we arrived at breakfast Maria Jose (truly a rock star, manager material for sure… watch that one, she’s a diamond) explained the buffet and options. Her associate Juliana is also a ray of light! Love her job and the guests. Always smiling, speaks great English, and truly loves what she is doing (another one to watch). We quickly noticed there were tennis players everywhere, asked her what was going on. She was beaming with excitement to explain the Chile Open! I immediately started trying to get tickets but was having issues. Jonhas at the concierge desk dropped what he was doing and immediately helped me get tickets to that days matchs! We had a great time! Ended up getting tickets to the final match as well!On my last day here I decided to ask my girlfriend to marry me!!! I had some logistical issues to work out… Alejandra Zenteno helped me find a photographer, figure out if the venue was closed (Mondays), and also gave me advice on a local custom jeweler. Can’t say how much I appreciate her help! The entire staff at Pullman Santiago Vitacura deserves a standing ovation! This hotel is kept at the highest standard of comfort and luxury. The general manger should be congratulated on taking guest experience to new heights. Carla Soto Madrid, Owner at Pullman Santiago Vitacura, responded to this review Dear Bryan,On behalf of our entire team, thank you so much for your kind comments.We are truly happy for you and your future wife, and above all, honored to be part of such an important event in your lives.We hope to welcome you back again in the future.Warm regards,Alejandra Zenteno Customer Experience and Front Desk SupervisorHotel Pullman Vitacura

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