The staff. They were very helpful during my stay. They gave me a lot of helpful advice to walk around downtown Santiago. Furthermore, they worked really hard during the holidays and the restaurant staff were very kind. Location. It is very close to Santa Lucia metro station and I had a wonderful view of the city. Breakfast and food in general was great.

Guests from South America, beware: no bidet! I don’t think it was very clean, especially the furniture in the room and the bathroom. For being a hotel chain, their reputation and the cost, I do demand “spotless” when it comes to cleanliness. The following point was very specific. I am sure that I was the only guest on the 16th floor. The hotel placed a very loud couple right next to my room on my last night. It was so uncomfortable. You could hear everything, every single step, every single voice. Everything. so yes, this hotel has no sound isolation. It would have been nicer to place guests a bit more spaced out, so that there is no disturbance.

Good location, safe, clean and comfortable

If you don’t pay via credit card they try to charge you a 20% ‘tourist tax’ which was never mentioned anywhere

Location is very good and the small outdoor pool is excellent after a day’s sightseeing. Comfortable, very clean room with a spectacular view. Would definitely stay here again.

Room description said dressing gowns and slippers, kettle and coffee maker. No dressing gowns, no slippers and no kettle. Coffee maker was provided but only two coffee pods and two small bottles of water. These were were not replaced by housekeeping. I rang reception after a couple of days and was told that the coffee pods and water were only supplied on the first day of stay at the hotel. What is the point of putting a coffee maker in a room and not supplying the coffee pods? What’s next, bed side lights but no bulbs? Mercure is part of a large well established chain and I would have expected better from what’s purported to be a four star hotel. A petty complaint really but then again, so is the hotel’s policy. I’ve never come across this before in any other hotel.

Hotel located in central Santiago, within 15 minutes from Plaza de Armas and less than that from Santa Lucia hill, with a metro station just in front of the hotel. Excellent and very tasty breakfasts. Very comfortable and decently large rooms. The hotel has a bar (which serves excellent Pisco Sour), an open - air swimming pool and a small gym.

The hotel (and the booking.com) did not provide us with sufficient information about the principles of exemption applicable to foreigners from being charged with 19% Chilean VAT added to the room price. We wanted to pay with our debit cards issued to our USD bank accounts, but we were informed that it is only accepted to pay USD in cash or by credit card (we could not pay in USD with debit cards). The water in the swimming pool was quite cold, despite the high temperature outside.

The suite and hotel room itself was amazing and such incredible value for money. Hotel was very clean and modern and had a fairly decent breakfast. Staff were mostly welcoming, particularly around the pool and bar area which was also a great feature of the hotel.

The area is very very sketchy. On the first night we were there when returning from a restaurant just around the corner we were greeted with police riot vans using water cannon and tear gas to disperse the crowd. There were no warnings or mentions at the hotel of the potential for this by the hotel but having read some news reports and spoken to locals this is a common occurance, further evidenced by the main entrance to the hotel and all the other businesses in the street shuttering up to prevent any access/damage. This meant we had to enter the hotel via a car park to gain access. This may explain why the hotel was such good value for money. Some general tips on safe areas to go and advice on the area would have been appreciated by staff.

Great location, the staff were very accommodating and helpful, clean, breakfast was buffet style but average in what was available, the bed was absolutely fantastic!

The key card was consistently an issue despite not being put near other items or cards, I paid for an early check in but it really was quite expensive for what it was - I wanted to pay for a late check out too but it just wasn’t worth it - half a day rate for 6 hours… seems like a waste of money to be honest, also the lack of amenities in the room for a Mercure hotel was strange - such as no pen, no shower cap etc. I wasn’t bothered by it, just weird for such a big branded hotel

We liked the location and the staff were excellent. Thanks to German and Daniel in the restaurant. Especial thanks to Ray, Felix, Maggie and Catalina. They helped us deal with the problems that came from the horrible taxi driver who brought us from the airport. He claimed 2 of our credit cards were rejected but he took money from all 3! The cost was 25,000 Pesos and he took 995,000pesos from each card. Felix helped me with reporting it to the police. Thanks to the team for booking excursions and onward transport for us.

We had asked for the hotel to arrange a taxi from the airport but it wasn’t ordered.

Across the street from Cerro Santa Lucia and two blocks walk from a trendy and lovely urban cafe area. Short walk to parks, museum and the river area. Metro and buses at the front door. Lovely staff and a very pleasant pool terrace area with bar and great city views.

Not the hotel’s issue, but the city area is a little sketchy at night. The hotel does a great job with round the clock security presence. With a good restaurant and lovely terrace area, there’s no need to venture out at night on foot.

Firstly I am very grateful to the staff working at the hotel - in particular Felix and Luiz. If there is any way of giving them any special recognition then please let me know! I was there for 6 nights and Felix was there nearly every day (depending on his shift), always greeting me with a wave, and him and Luiz gave me some useful information on where to eat, how to keep myself safe etc. There was Daniel working the bar and restaurant as well who was very friendly. In terms of the hotel and its facilities - I had a room above the pool overlooking the city, so it meant that I could hear the bar music by the pool, and bless, Daniel offered to turn down the music! The volume of the music really wasn't a problem! My room was clean, it had a functioning fridge and safe, air-conditioning worked fine. The location was excellent - literally 30 seconds from Santa Lucia Metro station, short walk from most places like the main square, markets etc. There was constant security at the door. I was really happy with my stay.

I'm not sure there's anything negative to say... If anything, I did think that the breakfast bar could have been more varied, but to be fair there was a lot of fresh fruit available.

Everything was great. The people at the desk were very nice. The value for the money something I have rarely seen, even as much as I travel. Located right on Bernardo O'Higgins Avenue, center of the city. Room was great, good size. Shower was the best I have ever seen. Huge shower head that is like a big warm rain coming down on you. Can't say enough good about this hotel.

Can't think of anything. Everything was better than I was expecting.