The rooms are acceptable, generally clean, well-serviced and comfortable. The breakfast is relatively good for Chile, with omelettes made to order in addition to normal fruit, toast and cereal. The coffee is terrible, even by Chilean standards - the worst coffee that I have ever tasted.
However, the front desk service was very bad, for two reasons. I had arranged to have a parcel sent to the hotel from Europe - for various reasons I could not have it sent any other way. I checked with the desk staff on two occasions and was told that no parcel had arrived, they had no record of any parcel for me. As it turns out, the parcel arrived on 9th January but they told the courier (DHL) that my reservation was cancelled. This was not true, my reservation was never cancelled, and in fact this was the second time in two weeks that hotel staff said that a reservation was cancelled when it was not.
The parcel was destroyed, costing over 450 euros ($600). The women at the front desk made no real effort to see if a parcel had arrived, and clearly did not care. They said they would follow it up and contact me, but they never did. Two times I checked with them, to be sure, and both times I got the same disinterest.
In a separate incident our bags were stored in the basement and despite two requests to have them brought up, they never appeared. The guy with the keys just vanished. After midnight I went looking for our bags and got the keys all over again. We had to carry them ourselves from the basement to the fourth floor.
As we were leaving, the elevator, which had been unreliable, stopped working, forcing us to carry heavy bags down eight flights of stairs.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
2 March 2012
Dear Guest, Thanks a lot for your suggestions, they will help us to improve. In relation to that, we would like to tell you: The available coffee in our hotel is 100% natural and Italian style, of Brazilian origin and prepared under the standards performed by the producer. However, we will perform tests in order to evaluate other options. In relation to documents not received, the mistake became because the reservation originally made under your name was canceled by the first agency. Later on, another travel agent made a reservation but as a group. The last, the hotel did not have the names of passengers (and obviously yours) until the check in time. Therefore, the documents sent it at your name was not received. Finally, according to our procedures, as for our bellboy did not help with your luggage, we kindly inform you that he was administratively punished. We regret any inconvenience that these situations may have caused you and we remain at your complete disposal. Sincerely Hotel Cabo de Hornos.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
