Pullman Santiago Vitacura 5 stars

Dear Ms. B., Thank you for taking the time to share your detailed feedback. We are truly sorry that your stay at Pullman Santiago Vitacura fell so far short of your expectations. First and foremost, please accept our sincerest apologies for the extremely serious incident involving another guest gaining access to your room. We fully understand how distressing and unacceptable this situation was, and we deeply regret the fear and insecurity it caused you. The safety and privacy of our guests are our highest priorities, and we recognize that, in this instance, we failed to meet those standards. We also sincerely apologize for the way the situation was handled following the incident. We understand that our response did not reflect the seriousness of what occurred, and we regret that you felt your concerns were not addressed with the level of care and professionalism they deserved. Additionally, we are sorry to learn about the other aspects of your stay that did not meet your expectations, including the condition and cleanliness of the room, the Front Office service, the confusion regarding your Platinum ALL benefits, and the atmosphere in our lobby during the school holiday period. Your comments have been shared with our Front Office, Housekeeping, and Operations teams, as well as with hotel management, for a thorough review and to reinforce our procedures, service standards, and training. We do appreciate your kind words regarding our restaurant team. It is encouraging to know that they provided the level of hospitality we strive to deliver across every area of the hotel, and we will be pleased to share your recognition with them. We deeply regret that your experience has left you with such a negative impression of our hotel. Thank you for bringing these matters to our attention, as they highlight areas where we must improve. Please be assured that your feedback has been taken with the utmost seriousness. Kind regards, Rebeca Lara Customer Experience Pullman Santiago Vitacura

Dear Mr. W., Thank you very much for taking the time to share such a thoughtful review of your recent stay at Pullman Santiago Vitacura. We are truly sorry to hear that you became ill during your business trip. At the same time, it is incredibly rewarding to know that our team was able to provide the care, comfort, and support you needed during that difficult time. Your kind words will be shared with our Front Desk, Housekeeping, and especially with Maria José and her colleagues from the Restaurant and Kitchen. They will be delighted to know that their dedication made such a positive difference in your recovery. It was our pleasure to look after you, and we sincerely appreciate your recognition of our team's efforts. We are also grateful for your loyalty as an ALL Platinum member and for your recommendation. We look forward to welcoming you back in September. We hope your next visit will be under much happier and healthier circumstances. Warm regards, Rebeca Lara Customer Experience Pullman Santiago Vitacura

Dear Mr. J., Thank you very much for your outstanding review and for awarding us a perfect score following your stay at Pullman Santiago Vitacura. We are truly delighted to know that you enjoyed our breakfast buffet, found your room clean and comfortable, and that our team made such a positive impression on you. It is especially rewarding to hear that our housekeeping staff went the extra mile by thoughtfully hanging your clothes to help them dry. Gestures like these reflect the level of personalized service we strive to provide every day. We also sincerely appreciate your suggestion regarding our sustainability practices. Your comment about avoiding the replacement of partially used amenities is very valuable, and we will share it with our housekeeping team as we continue working to reduce waste and improve our environmental initiatives. As a valued ALL – Accor Live Limitless Gold member, your recognition means a great deal to us. We look forward to welcoming you back on your next visit to Santiago and providing you with another exceptional experience. Warm regards, Rebeca Lara Customer Experience Pullman Santiago Vitacura

Dear Mateo, Thank you for taking the time to share your feedback regarding your recent stay at Pullman Santiago Vitacura. We are sorry to learn that your experience did not fully meet your expectations. Please accept our sincere apologies for the unpleasant odor in your room and for the inconvenience caused by the gym being unavailable during your stay. We understand how important these aspects are to our guests' comfort, especially when traveling for business. Your comments have been shared with our Housekeeping and Maintenance teams so that the room condition can be reviewed and corrective actions taken. We are also evaluating how we communicate temporary facility closures to ensure better transparency for our guests. We appreciate your positive remarks regarding our breakfast, Wi-Fi, sustainability efforts, and the service provided by our team. Your feedback is invaluable as it helps us improve the experience we offer. We hope to have the opportunity to welcome you back and provide you with a much more satisfying stay in the future. Kind regards, Rebeca Lara Customer Experience Pullman Santiago Vitacura

Dear Mr. M., Thank you very much for taking the time to share your feedback following your recent stay at Pullman Santiago Vitacura. We are delighted to know that you had a comfortable and pleasant experience with us and that the early check-in was helpful for you and your partner. It is also wonderful to learn that you enjoyed our facilities, the cleanliness of your room, our breakfast offering, and the warm hospitality of our team. We especially appreciate your kind recognition of the gentleman welcoming guests in the lobby, as well as your compliments to the entire team. We will be pleased to share your comments with them, as such feedback is a great source of motivation. Thank you as well for your valuable suggestion regarding towel replacement. Sustainability is a priority for us, and we truly appreciate guests who share ideas that can help us reduce our environmental impact while maintaining comfort and service quality. As a valued ALL Platinum member, your loyalty and trust mean a great deal to us. We are honored by your recommendation and look forward to welcoming you back to Pullman Santiago Vitacura on your next visit to Santiago. Kind regards, Rebeca Lara Customer Experience Pullman Santiago Vitacura