AWFUL!! My husband made the reservation from Santiago de Chile, and everything was ok. On the night of our arrival at the airport, he calls at 9pm to the Hotel, and the lady in charge (Lily) said she has been tried to call us to his mobile with no success, but she said nothing else... weird... We arrived at the hotel almost at 10pm, and she makes us walk two blocks from the hotel just saying "come with me, you room is not in here"... Creepy... Then she knocks the door in ANOTHER Hostel, clearly cheaper than Hain, and starts arguing with the lady of the other Hostel because she didn't have any rooms left. At this moment, we were getting VERY worried, Lily was explaining NOTHING to us, it was late at night, high season, and we had our 4-year-old daughter that was hungry and sleepy!! So, we ask Lily what was going on with our double room reserved at the Hain, and JUST THEN she replies that she had a delegation that could not leave so she had NO ROOM for us!! Unbelievable. That is such a non-professional way to run a Hotel. She knew BEFORE HAND we were traveling with a small kid, and arriving late at night to the airport that day. It is HIGHLY irresponsible for a Hotel to do that to any guest, but especially to a family with small children. So then we go back to Hain, and she starts calling hotels for us to stay, but ALL of them were full. We looked on the trip advisor app in our iphones (thank God for those!) and most of the hotels she was recommending were poorly rated. I had to call and old friend who used to live in the city, at that late time, and she recommended Patagonia Pionera Hotel, more expensive but beautiful, clean and very well attended, it was a great change from Hain Hotel. Hain Hotel seems to be a fun Hotel, small, maybe more a Hostel than a proper Hotel, with Patagonian decor in the walls. But the construction is not finished (the ceiling is not done!) and also they really need to take the reservations seriously. The manager, Lily, had my husband's cell phone number, but said she could not reach us (weird), she had internet but she did not try sending us an email just in case we had smart phones (we do!), and she NEVER, EVER, apologized to us. She said nothing about our non-existent room when my husband called her at the airport, nor even when we just arrived at Hain. Her only real help was to call us a taxi, which WE HAD TO PAID, so we could go to another hotel. When we were leaving, she tried to hug us (!) and just said thank you for the patience, but never apologized. They need to keep in mind that the deal with guests that are clients, not friends of her. We are a Chilean family, but I prefer to write the review in English so everybody is aware of our bad experience at Hain Hotel.