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About
4.5
#31 of 234 hotels in Santiago
Location
Cleanliness
Service
Value
Tripadvisor gives a Travellers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travellers and are ranked within the top 10% of properties on Tripadvisor.
The hotel is within easy reach of the airport, downtown and the surrounding mountains. Combining an elegant décor with peaceful views, each of our 310 rooms and suites enjoys a spacious layout and relaxing ambience. Home to award-winning restaurants and the city's longest cocktail menu, our hotel is one of the most exciting dining destinations in the city. From lavish weddings to important board meetings, we have the venues and experience to host all kinds of event. Make your time off feel like a real break. Enjoy our freeform outdoor pool, go skiing for the day or make the most of what the city has to offer.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
HOTEL STYLE
Mountain View
Luxury
Languages Spoken
English, French, Spanish, German and 2 more
Location
Presidente Kennedy Avenue #4601, Santiago 7560994 Chile
Name/address in local language
Mandarin Oriental, Santiago
3,027 reviews
Getting there
Somewhat walkable
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travellers to find restaurants and things to do within walking distance.
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Mandarin Oriental, Santiago garners praise for its vibrant atmosphere, with its elegant decor and inviting public spaces like the atrium and pool area being particularly popular among guests. While many travelers appreciate the clean, spacious rooms that offer impressive views, some have called out inconsistencies in housekeeping and air conditioning.
The hotel's location is generally well-regarded for its proximity to local attractions, though a few guests find it a bit removed. Opinions on value and service vary, with some guests questioning the value due to high costs and mixed service experiences.
Location
Convenient
Atmosphere
Lively
Rooms
Comfortable
Value
Expensive
Cleanliness
Mixed
Service
Inconsistent
Amenities
Well-appointed
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We stayed here for 4 nights in a club room. We have stayed at other MO’s in Asia but were of the opinion that at this stage this hotel is not quite in the same league as it’s Asian counterparts.
The room was large we understand for Santiago standards. However, I found the room quite claustrophobic. Of course being on the 17th floor a balcony or windows were not possible. The bed while large was not comfortable- it had a thinner mattress than usual for a hotel and did not have an ensemble base but a wooden base for the mattress.
The side tables were modern and I thought on the small side and not free standing but rather attached to the wall giving the room a little bit of a modular feel rather than a luxurious feel.
The bathroom had a good shower and water pressure but was small and not private as there was no door to the bathroom area. I’m not sure whether with major droughts in many parts of the world whether a bath in a new hotel is now a thing of the past but this room had no bath and only one sink. There were no suites available as the hotel is having a major renovation and the upper levels which are suite levels are not available at present as they are under construction.
The breakfast while definitely adequate was not on the usual scale of choice and quality like those MO’s in Asia. The staff were all warm and friendly. The beautiful resort type pool a highlight. As the hotel was not full on the Monday night only the Senso restaurant which serves breakfast was open and not the Japanese or others which we were keen to try. Our dinner at the Senso restaurant was good. The club room staff were excellent but the offerings at all time was the same and while once again adequate not delicious or that interesting. However, for a safe and convenient place to stay in Santiago if we were to return to Santiago we would stay here again.
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Date of stay: January 2020Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from MOSTG-SM, Mandarin Oriental, Santiago team at Mandarin Oriental, Santiago
Responded Feb 18, 2020
Dear guest, Thank you very much for sharing your comments about your experience during your stay in our hotel and our staff. We are pleased to inform you that the renovation of our suites will end soon, offering more options and comfort for our guests. We hope to receive you back soon! Best regards,
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The Mandarin Oriental Santiago is the best hotel I have stayed in in terms of the quality of the accommodation. The hotel grounds are imposing, and the lobby has beautiful displays. I opted for an executive room over a deluxe room with fantastic furnishings and a great view of the Andes. The room is shaped like a parmesan wedge, getting broader as one approaches the windows, and the layout is superb, with a comfy seating space separate from the bedroom area. The television was huge, with a wide array of international channels. It is supported on a device that enables you to remove it from the wall's recess to watch tv from the bed; this was not apparent from the hotel photos. This accommodation is the finest hotel room I have stayed in, and I have stayed in a lot.
I arrived early, having travelled for almost a day. I got to the hotel around 10 am and dropped my suitcase off, knowing I had five to six hours to kill before check-in. I knew I could not check in until after 3 pm, but I would have appreciated it if the staff were to check to see if a vacant room was available so I could have recuperated immediately. Instead, I spent six hours in the Parque Arauco shopping centre until check-in.
The hotel is in an enviable location between Las Condes and Vitacura, directly behind the Parque Arauco, a giant shopping centre. Walking to the city centre near Plaza de Armas and Bellas Artes takes about an hour, but you can quickly get an Uber, and it is less than ten minutes.
I dined at Senso on a Saturday evening, and the dishes were surprisingly flavourful and authentic; my only qualm about the food was the size. I ordered crab ravioli for the main dish, which only had five pieces; it could have been better value for money. The pastelería is great with exceptional products, although somewhat pricey.
The hotel gym is small but has a few bits of the latest technogym kit and is adequate for a basic workout and cardio. On my first night, whilst trying to locate the gym on the M1 floor, I found a member of staff sitting on the floor with her back against the wall near the lifts and her legs spread out on the floor, playing on her phone. While I don't mind staff taking a break from their duties, I do not expect to find cleaners lounging about with their legs sprawling over the floor.
Too many men in black suits wander around the lobby and the hotel entrance; it makes you feel like you are in a high-security facility. The hotel would provide a more relaxed ambience without so many security guards.
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Date of stay: April 2023
Value
Location
Service
Trip type: Travelled solo
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from MOSTG Cecilia, Other at Mandarin Oriental, Santiago
Responded Apr 19, 2023
Dear Mr. A_qmt: Thank you, a lot, for your detailed review that we are sure will help to guide many visitors. We are very happy that the location of our hotel was beneficial to your visit, something always important when visiting larger cities like Santiago. As well as you have enjoyed dining in Senso, service and our rooms design. Let me let you know that it is a pleasure for us be always ready to extend recommendations and support for any activity you want to engage with during your visits to Chile. Cordially, Cecilia Gumucio d. Executive Assistant & Quality Coordinator
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We had a wonderful room , large and luxurious with a step dwn to a seating area with a great view of the mountains. The room and the common areas are definitely five star worthy but when we went down for a late lunch the dinning room was closed despite the fact that the schedule listed it as open alk afternoon. As for dinner they had a function which left us with no option but a buffet. We ended up having room service which was fine. I also had a problem with the bill where in addition to the room service and mini bar charge they added a charge for peanuts. In terms of the total it was minimal but it was a hassle getting everything right.
Good location and a nice property but not clearly the best f the three hotels stayed at during my trip ad by far the most expensive.
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Date of stay: December 2019Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Marcela Ferreira, Other at Mandarin Oriental, Santiago
Responded Apr 21, 2021
Dear jsthouston, First of all, I apologize for not answering before, but we had some missing reviews which we are updating. Thank you for taking the time to share your feedback and the good rate you give us. While we wish you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short. If you give us a chance to earn back your trust, I can assure you that next time we will do our best to give you the great hotel experience that so many of our guests have grown so fond of. Take good care and receive best regards, MARCELA FERREIRA Guest Services
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It is irresponsible of management to allow guests to stay here during such heavy construction. We stayed for 3 nights in early February, and the noise, dust, and odor from the construction was excruciating. They were jackhammering and sawing constantly from 8am - 7pm. The ceiling of our room literally vibrated from the jackhammering above. The air was thick with dust, and you could barely breathe the air because of a very strong varnish smell. The club lounge had to cover the food with towels because the dust was so thick (yum!). Several guests were (rightfully) unhappy and complaining because of the noise, smell, and dust.
Most of the flors were boarded up with plywood, adding to the feeling that we were staying in the middle of a construction site instead of a hotel.
I’ve never been so happy to check out of a hotel.
Not closing the hotel during this heavy construction totally ignores the comfort and safety of the hotel’s guests and employees. I felt terrible for the employees who have to breathe that dusty/chemically air all day every day. Management of this hotel should be ashamed that they’re greedily putting profits ahead of their guests’ and employees’ safety.
On top of that, management was totally unresponsive. I tried calling the front desk or the operator several times during our stay, only to have it ring without answer, eventually disconnecting. I went to the front desk to speak to the manager on duty to ask about the construction. I was told she was “in a meeting” and would call me shortly. She never did.
That being said, the staff is doing their best and everyone from the front desk, the club lounge, and the concierge was incredibly friendly and helpful.
When the construction is finished, this will be a nice hotel. The rooms are large, the views are fantastic, and the staff (excluding management) is wonderful.
The location, however, is not great for tourists. The hotel is not close to any subway stop and walking around this neighborhood (unless you want to go to a shopping mall) is not great because all the roads are very large and busy thoroughfares.
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Date of stay: February 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from MOSTG-SM, Director General at Mandarin Oriental, Santiago
Responded Feb 17, 2020
Dear Guest, I express you my deepest apologies for the disturbances caused by the renovation works during your stay and I thank you for your kind comments about the hotel staff and the rooms. It is our commitment to offer an excellent service and to ensure that the renovation impact to our guests and employees is the lowest possible. Unfortunately, in some occasions, even coordinating the construction works with and taking preventive measures to avoid disturbances, we fail in ensuring full satisfaction. It is clear that we did not achieved our goal during your stay and some of the works were much more noticeable than usual. Without the need go to the detail of what happened those days, my intention is to let you know that I have received your feedback and I really appreciate the time you have taken to write me. Please be informed that I will contact you in private to further discuss this situation. Once again, I express you my apologies and I look forward to receiving your response. Cordially, Ignacio Rodríguez General Manager
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We have stayed here a number of times before, when it was a Grand Hyatt, and expected great things from the makeover under the MO brand. Having joined the Fans of MO I was initialy a little disappointed to be told that we could only have one of the two bonus choices, breakfast or a room upgrade. However, I was told by the concierge staff that I should ask when checking in and would probably get both.
Well that didnt work out and on being shown to our room we were shocked to find that all the bath tubs have been removed (this was not mentioned anywhere on the room descriptions), and on asking for a tub we were told they had only been left in suites, all of which were being renovated. A tub is a breaker for us and we wouldnt have stayed if we had known.
The online newspaper service (MO Library) didnt work, and when asking for help we were told there were no IT staff on duty and no one was going to look at it during our stay.
We booked dinner in the main restaurant and on arrival asked for a terrace table, only to be informed there was a special dinner outside, fully booked. This was not explained when I had booked earlier that day.
The delightful Asian restaurant in the gardens had been shut and was being turned into a meeting space.
When trying to raise these issues with reception before checkout I was informed that no manager was available to discuss them and to put my comments in writing. Not helpful.
When the survey arrived a couple of days later, all these points were included. The response - nothing!
If you have not stayed here before you may think the hotel is nice, there is nothing wrong with the food and some service was very good, but it is a pale reflection of its former glory.
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Date of stay: February 2020
Rooms
Cleanliness
Service
Room Tip:If you need a tub book a suite.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from MandarinOrientalSTG, Front Office Manager at Mandarin Oriental, Santiago
Responded Apr 22, 2020
Dear Jim W, Thank you for staying with us again and sharing your comments. I am glad to know that you enjoyed the food and some services and, at the same time, I apologise for the inconveniences you had during your stay. Particularly for not being able to fix the failure of the online newspaper provider and for not having availability on the restaurant terrace for Valentine's Eve. I am sorry that you did not like that our new rooms have changed the bathtubs for a walking showers and I understand that you would have liked to visit again our Thai restaurant that proudly served our guests for over 20 years. I am conscious that we were unable to meet your expectations this time and I really hope to have the opportunity to serve you again and offer you room options with bathtubs, such as our beautifully renovated suites or to secure a table for you on the terrace of our Senso Italian restaurant. Once again, thank you for your positive comments and for also sharing those aspects that did not meet your expectations. I assure you that your feedback is highly appreciated. We look forward to welcoming you back to the hotel, at which time we will spare no effort to ensure that you have an excellent experience with us.
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Helpful and professional concierge staff - very friendly team throughout the hotel.
We experienced a number of issues during our stay which was booked through Amex FHR.
The rooms have been updated and the furnishings are quite nice. The bathrooms are large but have intermittent water pressure and a significant delay (3 to 5 minutes) for hot water. The toiletries are mixed brands, but we’re generally decent with large bottles of shampoo, conditioner and shower gel affixed to the shower wall.
The suite was spacious (booked a premier suite) which was on the first floor. There are no upgraded amenities in the suites - no mini bar, coffee maker or sound system in the living/dining room areas. The suites are loud if you have someone above you so be aware - the hotel simply offered their apology after two sleepless nights due to the noise. The bed linens are crisp and the down pillows comfortable. The bed was hard as a rock and was very difficult to sleep on. The pool view from the suite is overlooks astroturf and a large construction hole that is blocked by fencing.
The public spaces at this property are under renovation (I will post photos), but Amex does not mention this on their site. The floor in the lobby and outdoor space is chipped and cracked and the fabric on the furniture is filthy. All restaurant spaces are unrenovated and are run down, dirty and outdated. There was even a broken window near one of the restaurants.
The FHR breakfast benefit is a buffet on par with Hyatt Place. The space is overcrowded and poorly ventilated.
The hotel is on a busy corner and can be easily spotted by the temporary construction walls and fabric MO sign. The grounds are manicured but the landscaping is straight out of a 1980’s apartment complex. Though the staff is amazing, the general manager does not seem to put an effort or emphasis on the atmosphere and maintenance of the property. There were propane tanks and empty planters throughout the property.
This property falls short at nearly every level except for the friendly staff. Had the MO or Amex FHR noted that the property was under construction I would have chosen the Ritz or the W which are in a better area and priced similarly.
The management acknowledged the hotels shortcomings and they were kind enough to buy us dinner which we apprehensively accepted due to the poor quality of the breakfast service. This hardly made up for the uncomfortable and disappointing stay. This property should not be branded a MO until the renovations are completed. I would look elsewhere if staying in Santiago.
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Date of stay: June 2022Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Gustavo Parsarisa, Guest Services / Front Office at Mandarin Oriental, Santiago
Responded Jul 2, 2022
I am very sorry to hear that your stay at Mandarin Oriental, Santiago did not live up to your expectations. While I am very happy to know that the service you received from our colleagues in the different areas of the hotel was a highlight, the experience you perceived does not reflect the service that we strive to deliver every day to all our customers, and therefore I offer my sincere apologies. Your comments will undoubtedly help us to improve in all those areas where we have the opportunity to do so, and for that I am extremely grateful. Sincerely, Gustavo Parsarisa Guest Relations & Quality Assistant Manager Mandarin Oriental, Santiago
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To be honest my stay was just one night with Silver Sea cruises in preparation for a cruise to Antarctica. I have stayed at Mandarin's before and was looking forward to what their first property in S. America might be like. This complete renovation of an existing property is genius. There is no other possibility of accumulating enough land in such a prime location for new construction. The beautiful gardens and pool are would be impossible to replicate and the bones of the older property appeared ripe for a rehab. The rooms are large and in our case, had a bedroom with a few steps down to a living area. The contemporary style and decor were very well done and sleep quality was outstanding. I provided a four star rating only because they construction is still in progress. On our return to the city we stayed at the Ritz. It is a landmark hotel also in a very desirable neighborhood but showing its need for significant updating The rooms were large, and peaceful but the outdoor space cannot compete with the Mandarin. When I return to Santiago the Mandarin would be my first choice providing that all the construction is completed
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Date of stay: January 2020
Value
Location
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Marcela Ferreira, Other at Mandarin Oriental, Santiago
Responded Apr 21, 2021
Dear Florida-Traveler-888, First of all, my apologies for this late answer, but there were some missing answers that we are updating now. We really appreciate the high rate you give us in spite of your comments about the renovation process. Indeed it was uncomfortable for some guests and we truly understand what you say. Nevertheless, we have advanced a lot in this process and we hope to finish very soon (the pandemia was not helpful at all). Our gardens and pool are still very appreciated for our visitors and wait to receive you when you visit Santiago again. Take good care of yourselves and hope to see you when the pandemia is under control. If you ask for me, it will be my pleasure to help you! Best regards, MARCELA FERREIRA Assistant to General Manager
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The Mandarin Oriental is simply one of the best urban resort experiences that you can have. Perched high right in the middle of Los Condes, the hotel is perfectly located for a vacation in Santiago. It is walking distance to the financial district and the wonderfully entertaining Parque Arauco Mall, while only a 10 - 15 taxi ride to the city center and more historical sites. We stayed here for 7 nights as we made some day trips in and out of Santiago, which ended up being a perfect plan. The pool is large and spacious, so much so it's easy to forget you are in the middle of a massive city. The breakfast was absolutely delicious every morning and food was overall very good. The lobby and hotel, in general, is quite large but I always felt comfortable and invited. The rooms are spacious and most have incredible views of the surrounding Andes. If you can push your budget a bit, this hotel is completely worth it. Andres, Letois, and the rest of the front office staff made our stay easy and relaxing. Mandarin Oriental's first foreway into South America is a huge hit for me, and I will continue to recommend this hotel.
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Date of stay: January 2020
Value
Location
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from MOSTG-SM, Mandarin Oriental, Santiago team at Mandarin Oriental, Santiago
Responded Feb 3, 2020
Dear guest, Thank you very much for your time sharing your experience at our hotel! We are really glad to hear you had such a wonderful time while staying with us. We hope to receive you again soon! Best regards,
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A gorgeous property with stunning architecture that comes up short with respect to housekeeping details. Our room on the 18th floor was spacious, modern and had a great view of the city and Andes. However, there were only two bath towels, one hand towel and one bath mat. At minimum, a second hand towel should have been provided, plus facecloths.
There was only one small bar of soap that you had to move from the bathroom sink to the shower and back again. There were three refillable bottles attached to the shower wall. One held conditioner and the other two had shampoo. I’m guessing one should have held liquid soap. (But that wouldn’t have done much good without a facecloth).
Missing the basic details are not what we expected from a luxury hotel. A number of our large travelling group had similar concerns.
The positives:
The swimming pool (complete with waterfall) and garden area are amazing. An unexpected oasis in the centre of a big city.
The sushi restaurant in the hotel offered creative and delicious menu options - well worth trying.
This Marriott requires only a little more attention to basic housekeeping to make it memorable - for the right reasons.
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Date of stay: March 2023Trip type: Travelled with friends
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from MOSTG Cecilia, Other at Mandarin Oriental, Santiago
Responded Mar 6, 2023
Dear Mrs. Marianh, We read your review carefully and really appreciate it; respectful words to narrate a detailed description of events, reveal a real intention to help, which is extremely valuable for us. We are glad you liked the room view and our delicious Japaneese restaurant. However, we concern baout the situations you described, while it is true that they respond to the high occupancy, it is no excuse for them to occur. Our mission is to delight customers every moment, so it is necessary take care of the complete service chain, reason we are taking action to improve housekeeping supervising process and room arrangement, of course, in order to offer a 100% satisfactory service. We honestly hope to receive you in a new stay to be able to provide a dazzling experience in Mandarin Oriental Santiago. Attentive to any request or comment, Cecilia Gumucio d. Executive Assitant & Quality Coordinator
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We stayed 2 nights in a terrace room. The reception staff was very kind to get our room ready early as we arrived after 24 hours of travel at 7:30 am. The concierge was also lovely and very helpful; recommended a really great restaurant which was exactly what we wanted. The room itself is beautifully appointed and the bathroom was wonderful. Nice shower and bathtub with excellent lighting. The bed was very comfortable with nice pillows
Having said this, the sofa was so filthy I would have needed to change rooms had I not had the terrace. The patio furniture was nice but really beat up. The sliding glass door was so dirty it was barely transparent from years of condensation trapped between the panes. And who knows what the other myriad of stains dripping down it were.
There were a lot of little things that don’t happen in a five star hotel and there were no nice little touches that always happen.
If not for the terrace I would stay elsewhere next time.
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Date of stay: March 2024
Value
Location
Service
Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Isabel Santos, Other at Mandarin Oriental, Santiago
Responded Mar 9, 2024
Dear jlacroute, First of all, I would like to thank you for taking your valuable time in this honest and helpful feedback about your experience with us. Even if we would have liked it not to be this way, we understand your feelings and agree that being aware of these flaws is the only possible way of monitoring and keep always improving our services. Your comments have been already shared with the leaders involved and actions will be taken to solve those issues pointed out. I take this opportunity to thank you as well for sharing your nice words about our staff, room and location. I remain entirely at your disposal for any further assistance and hope to welcome you again and, at this time, provide you with a memorable stay. Cordially yours, Isabel Santos Guest Relations & Club Manager
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Brooklyn, New York22 contributions10 helpful votes
In our experience (oct 2023) yes for both, but early check in will depend on room availability. They'll definitely store your luggage for you. I recommend signing up for their free membership program (fans of mo), as there's a few perks (early check in when possible was one of them) and they're pretty focused on recognizing your membership.
Just the other side of the mall mentioned above is the Marriott which has a nice spa but don't know if any stand alone spas in easy walking distance, at least not with a leg brace.
Do NOT stay here in February. I am staying at the hotel now and the construction noise is EXCRUCIATING. The noise is mind numbing, our room is vibrating from the jackhammering (which they say will continue all day until 7pm) , the atrium is full of dust, and the air smells like a strong paint odor. This hotel should not be open for business during such disruptive construction. Any guest who stays here for the next several months needs to know that they’re staying on a very active, noisy, and chemical-smelling construction site.
Greetings, by April next year a big part of the renovations will be completed. The main entrance and lobby should be finished as well as the club lounge and most of the rooms. Our pool area was briefly refreshed and is ready for this summer season. The spa and fitness centre has been temporarily moved to a specially fitted space inside the main building during the renovations, where most of the services are available to our guests.
All the renovations are being made taking actions to minimize guest disturbance, and our staff makes sure that all of our guests’ experiences meet their expectations.
Prices are the average nightly price provided by our partners and may not include all taxes and fees. Taxes and fees that are shown are estimates only. Please see our partners for more details.
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