THIS GUEST DID NOT STAY AT CARMENERE. THIS PERSON WANTED TO CANCEL A NON-REFUNDABLE RESERVATION THE DAY OF THE CHECK -IN AND WHEN DENIED HE THREATEN WITH A BAD REVIEW SUCH AS THIS ONE. ALL INFORMATION LISTED HERE IS FALSE INCLUDING THE EXTERNAL FACTORS SUCH AS RIOTS. WE HAVE ALREADY REQUESTED EXPEDIA TO UPHOLD THEIR GUEST REVIEW POLICIES SINCE THE GUEST DID NOT STAY AT CARMENERE FURTHER MORE ALLUDING TO EXTERNAL FACTORS.

Dear Anthony, Thank you so much for taking the time to write a review about your experience at Carménère Ecohotel. We are delighted to read that our hotel met all your expectations. We hope to see you again during your next trip to Santiago Warm regards

Dear Expedia Guest, Thank you for taking the time to write a review about your experience at Carménère Ecohotel. We are very pleased to read our hotel met your expectations. In response to your comment regarding our room size, we have preserved the original size of our rooms and bathrooms from the original design of our classic 1930's building. For our guests who prefer more spacious rooms we recommend our Superior garden or Deluxe rooms. We look forward to your next visit Warm regards

Dear Kelli, Thank you so much for taking the time to write a review about your experience at Carmènére Ecohotel. We are delighted to read that our hotel met all your expectations. We look forward to your next visit to Santiago! Warm regards

Dear Steve, Thank you for writing a review on your experience at Carménère Ecohotel, we are so pleased to read that our hotel met your expectations. We are especially glad to read that you enjoyed our organic breakfast as well as wine cellar and garden. In regards to your comment about the delay for hot water in the showers. As part of one of our green practices at the hotel, all showers are powered by solar panal, which can sometimes cause a delay for the hot water. We look forward to your next visit! Warm regards

Dear Graham, Thank you for taking the time to write a review for Carménère Ecohotel. Your comments are greatly valued. We are pleased to read that our hotel and staff met your expectations during your stay. We agree our location allows our guests access to all the nearby attractions while being tucked away on a quiet residential street. Thank you for addressing the waste water in your room's bathroom we have resolved the issue and checked all other showers on our property. We look forward to your return Happy travels!

Dear Expedia Guest, It is obviously disappointing to read your comments. In reviewing your short stay with our team, it is clear that there is nothing further we can do to change your impression of our hotel. We do however welcome the opportunity to clarify your accusations for all future guests. We would like to begin addressing our hotel’s policy regarding small children. As our hotel is adult oriented and simply not equipped for younger guests. We strive to be a 100% transparent and we have received high marks from guest because we feel anything less would cause a negative experience for them. Our hotel does not “hide” any fine print, the following is distinctly published on our profile page on Expedia, all third party sites and website. Children 15 and younger are not allowed at this property Cribs are not available We were surprised that although you made your reservation 2 months in advance you did not mention you would be traveling with an 18 month old until 2 days before your check-in. The $75.00 extra charge was not a charge for the baby as stated in your review. It was a DISCOUNTED upgrade to our deluxe room, located on our first floor and the only room appropriate and safe enough for a small child. We made the exception to receive your reservation contrary to our policy and the conditions were accepted by you prior to arrival. In regards to the restaurants in our neighborhood being “snotty”, we find it hard to accept such a broad assumption as your stay was such a small window of time (7 hours total). Our hotel is located within three of the most popular dining sectors of Santiago, listed as one of the 20 best dining cities in the world. In respect to the ipad cable, as in any hotel or hosting establishment there is a charge for any broken items. We perform room check-list prior to and after any stay. We wish you well. Best

Dear Kim, Thank you so much for your kind review. We are very pleased to read that our hotel and staff met your expectations. It is always a pleasure to receive feedback regarding the quality of our guest experience team. We have shared your comments to the rest of our hotel staff and we invite you back to Carménère during your next visit to Santiago. Warm regards

Dear guest, Thank you for much for your thoughtful review. We are so pleased to read that our hotel met your expectations and that our guest experience staff were able to meet your travel needs. We were also pleased to read that you enjoyed our artisanal Chilean style breakfast! We agree that in the summer hours our hotel can get a little warm even with our extra cooling features such as double pained windows, and solar heat extractor. We are always investigating new ways to address this concern including a more ecological form of air conditioning. We hope to have these changes coming soon for our future guests! We hope you enjoyed your visit in Chile and we look forward to your next stay. Warm regards

Dear Becky, Thank you so much for taking the time to write a review on your experience at Carmenere Ecohotel. We are so happy to read that you enjoyed your stay. We are especially pleased to read that you liked our hotel's ambiance, including our private garden and common areas. Thank you for the feedback regarding our ceiling fans. We are always innovating and upgrading our facility in order to provide the best services possible for our guests. Your feedback is very valued and we will address this issue for our future guests. We wish you the best for your future travels and look forward to your next visit! Warm regards

Dear guest, It is disappointing to read your feedback about your recent experience at Carmenere Ecohotel. We are not at all surprised to read your review, as you threatened many times during your stay that if our hotel did not provide you and your traveling companion complimentary services that this would happen, and here we are. These threats and the erratic behavior that you displayed towards our management and front desk team during your two night stay was very unfortunate both for your travel experience and our staff’s ability to provide the most personal and enjoyable service available. I have been in contact with you through private email, it is clear that there is nothing further we can do to change your impression of your experience. We would like to respond to several of your comments for future visitors to our hotel. In response to your room not being serviced. Our policy for house keeping is listed on our website as well as in the welcome package located in each room. We notify each of our guests that tranquility is one of the most important aspects of our hotel and for that reason we do not knock on doors. Unfortunately during the morning in question you and your travel companion were engaged in an argument that created a large disruption for several other guests staying in our hotel. This situation caused discomfort not only for the ambiance of the hotel but also our staff who did not feel comfortable interrupting. After which when you exited the hotel the house keeping hours had finished. This is the first time in the 4 years since our hotel opened it’s doors that we have ever received complaints regrading our house keeping policy. When you returned in the evening, and demanded a complimentary taxi for the inconvenience, one of our front desk members immediately addressed the problem and went above and beyond and serviced the room as well as apologized to you. You were also given complimentary wine for the situation. Regarding the complimentary transfer we provided you for the bus station. We arranged this transfer to the central station where you had asked. You were informed by our general manager that there are three boarding gates within the station and it appears that you did not research which gate you were leaving from. Unfortunately our hotel cannot take responsibility for this type of incident as we reserved your transfer to drop you off where asked. Our breakfast is served every morning with fresh products made and fresh from our local Santiago community. In addition we provided you and your travel companion a breakfast outside of the regular hours as you did not present yourselves for breakfast until noon during one of the mornings you stayed with us. Our guests experience team was more than happy to provide this extra complimentary service as we guarantee a small boutique hotel experience to all of our guests. It is unfortunate that our hotel did not meet your expectations. Our guests experience team did everything in their ability to accommodate your needs during your stay and I wish you well on your future travels.

Dear gail, Thank you so much for writing a review on Carmenere Ecohotel. Your feedback is greatly valued! We are pleased to read that you enjoyed our central hotel's location and that our guests experience team met your expectations. We look forward to your next visit. Warm regards

Dear Mark, Thank you for taking the time to write a review about your experience at Carménère Ecohotel. We are so pleased to read that our hotel met all your expectations, especially regarding our hotel's guest experience team. Each member of our small team is trained both in attending our guests and knowing all the "ins" and "outs" of Santiago. We will be sharing your review with each and everyone of them. We hope to see you again soon Warm regards

Dear Michael, Thank you so much for taking the time to write a review about your experience at Carmenere. We are so happy to read that our hotel and guest experience team met your expectations. We were especially pleased that you enjoyed our all natural Chilean style breakfast and our 24 hour coffee and snack bar. We can't wait for your next visit to Santiago. Warm Regards

Dear Andrea, Thank you for taking the time to write a review for Carménère Ecohotel. It is always a pleasure reading that our hotel meets the expectations of our guests. Thank you for the feedback regarding the noise within the hotel. We aim to maintain a tranquil relaxing environment for all our guests and will make sure to address this issue for our future visitors. We look forward to your next visit. Warm regards

Dear Fran, Thank you for your review. We are very pleased to read that our hotel and guest experience team met your expectations. Especially regarding our hotel's location, welcome wine and artisanal Chilean breakfast. In regards to the lighting in your room, we are very pleased to announce that we have installed brighter lights in all rooms on our property for our guests enjoyment. We look forward to your return! Warm regards

Dear Sonya, Thank you for reviewing Carmenere Ecohotel. We are very pleased to read that you found our hotel beautiful and that our staff met your expectations. We understand that it can get very hot during the summer months in Santiago, as we are an eco-hotel we do not use an air-conditioning system. However, we have put many measures in place to reduce the heat within our hotel such as, double pained windows, black out curtains, and ceiling fans. We hope you enjoy your next trip to Santiago Chile. Best regards

Dear Fussytraceller, We were thrilled to read your comments about Carmenere EcoHotel. We are so pleased that you enjoyed our 24 hour coffee/snack bar and that our staff met your expectations. We agree our hotel is ideal for the traveler who desires a quiet location that is still just walking distance from the main attractions of Santiago. We look forward to your return. Best regards