The hotel is perfectly located at the trail head leading up to the Las Torres base. Breakfast was good.

Had an awful experience with the booking. The hotel got the booking dates wrong (how that is possible I don't know, you'd expect the system to be automated and in sync with Booking.com). We tried for 12 hours before we managed to speak to someone, as their reception closes at 6pm and nobody answered the phone until 10am the following morning - in Spanish only, the English line just kept ringing. The person we spoke with was very rude an unhelpful, eventually hanging up on me. Fortunately booking.com support managed to get in touch with the property on our behalf, and they offered us alternative accommodation for the nights we had originally booked. This accommodation was nearby, but in an ecotent without electricity, heating and with shared toilet facilities. We asked for partial compensation of our booking, which was denied. Booking.com has also been particularly unhelpful in getting this sorted. The whole situation was extremely stressful, expensive (to make international calls) and time consuming. I wouldn't recommend anyone to stay at this hotel.

Breakfast and location were good

Beds were saggy and old, should be replaced given how expensive it is to stay at the hotel. Food & drinks weren’t bad but were very overpriced, even compared with nearby hotels that cost the same price.

the location is perfect. the restaurant staff is amazing, they really made the stay worth it for me.

the rooms could have been cleaner and the front desk staff was okay. they couldn’t find a form to do laundry and wouldn’t take accountability for their mistake which was a disappointment as I really needed it done after completing the W trek.

+ the breakfast was super good + the staff was really friendly + big and very comfy bed + the location is absolutely perfect!!!

- the rooms are old standard - the food and drinks are super super expensive - the price of the hotel is far to high for what you get

Perfect location for starting the ‘Base Torres’ hike, generally a beautiful hotel, comfortable rooms and reliable internet

Insanely overpriced for the value you get - it’s not really fancy, but priced at the most luxurious level! In addition, the Spa is not included in the price and has to be paid extra! Breakfast is okay, but not very special, as you would assume! Also the restaurant is very expensive with a 0.5l beer at almost $12 - that’s twice as much as on the Oktoberfest in Munich! It looks like the hotel has a monopoly position in the area and is cashing in as much as possible!

Beautiful location, very clean, bed was super comfy, staff at the reception were lovely and let me practice my Spanish and were so patient.

Don’t believe the cost is worth it, the spa and the bar were extremely over priced. Breakfast was okay, lots of pastry and bakery products but not much else.

The hotel is located in the middle of the national park, easy access to all the treks and trails. Staff are nice and helpful.

This is the most expansive hotel we booked in our travel through Argentina and Chile. We thought, since it is located in the middle of the national park, it will give us the comfort of a 4 stars hotel after a long day of traveling and hiking. First, if you do not have a car, it is almost impossible to get to the hotel. You will need a bus from Puerto Natales to the park entrance, then a shuttle to the Torres welcome center and not to the hotel (The hotel DOES NOT provide this service. We found that very strange since it is so remote) . It is also very hard to understand what times the shuttle is coming, it will leave you at the welcome center or take you- as a favor to the hotel doorstep. Costs 5$. ride per person. We tried to communicate with the hotel about the shuttle, never answered by phone, and when we did get an answer, it was "no the shuttle is only 2 times a day and not when you need it", without further help. Second, this is not a 4 star hotel, this is a road motel located in a nice scenery. We were shocked when we saw the small dated room, old furniture and bathroom. There is no place to put your belongings. The hotel night rate is so expansive it is just a ripoff !!!! Third, you are stuck in a remote area, which means the hotel will provide you VERY EXPANSIVE food, activities and they know there is nothing you can do about it. I would not recommend it to anyone. We won't come back.

Location

At breakfast, we had to ask for everything- the didn’t replenish empty trays/baskets. For the last two days of our stay, they didn’t have oranges, mozzarella cheese!! They told us it’s finished and they have no stock!!! We had complain continuously for two days about clogged washbasin until they fixed it. Wish the housekeeping staff should have noticed this before our arrival while cleaning the room after the departure of the previous guest.

The hotel itself was a lovely building in the best location. Booked this because we wanted to be at a good starting point for the trek to Las Torres. Rooms were comfortable and we had an adjoining door. friendly receptionist on arriving and leaving.

There was coffee and tea available (urns and cups etc) Hot water not kept topped up and they were often out of cups. Staff in hotel restaurant unfriendly and not very helpful. We ordered two meat burgers and two vegetarian burgers. They came at different times, the meat first. we asked which these were and they said vegetarian which we double checked and the waitress confirmed they were. there was bacon in them so I checked with the manager on duty on the bar/restaurant area as he spoke English (and unfortunately I don't speak Spanish). I explained the situation and that I wanted to check, wasn't sure of it could have been veggie bacon. No the vegetarian burgers didn't come with any veggie bacon, these would definitely be meat. I totally understand that we can all make errors but.....No apology, he didn't even come back to check how the meal had been. Watresses were grumpy, no eye contact, we all noticed that our drinks were almost 'banged down;' on the table - and this was before the slip up with meals. Really poor service. We stayed at a huge array of hostels and hotels during our time in Chile, (of varying prices). This was by far the unfriendliest and poorest service we had. Really shabby especially considering the good name the hotel has and star rating. I think they are resting on their laurels and as other reviews had stated were more interested in the large groups staying and their money. Everything I read said that the cost of the hotel was a lot to do with location and the fact that everything had to be transported out here due to it's remote location. I was totally ready for this and happy to accept that this was the case. Very very poor customer service by the staff in bar and restaurant area. Also trying to communicate with the hotel prior to stay was dreadful - just no reply. I had contacted them through their website to enquire about their all inclusive options, never received an answer.

Hotel location was ideal. Valentina, the excursions planner, was extraordinarily helpful. the hotel is warm and comfortable.

keeping the coffee stands stocked with cups.

Restaurant, atmosphere, heating, cleanliness

Shower

Beautiful views from the room and common areas. Convenient location after finishing a hike in the park. Comfortable king sized bed. Some staff went out of their way to be helpful.

Prices don't match the service or facilities. Service at the restaurant was poor - staff didn't know availability of different menu items and seemed uninterested in finding a solution when they communicated the wrong information. Dinner took a long time to be served (1 hour 15 mins). Breakfast buffet was almost gone by 9:15AM despite finishing at 10AM. The bathroom was slightly run down - paint peeling on the roof. Room was cold despite both heaters being on, and water in the shower was not hot.

The location is good

Staff was not helpful, the food was terrible.

Good location in the base to Torres del Paine. Confortable and nice view and surroundings for short walks Food in the restaurant when open was good Dani In the front desk was always very helpful with questions and other issues

everything was good

Great staff, they had everything ready for us by the time we arrived late at night. The tour to base las torres was amazing! Perfect location for Torres del Paine

Everything was too expensive.

Small room but clean. the only hotel with satellite wifi in the area. unbeatable location as the trail head starts here. hot water, tea, and coffee provided in the lounge area. water station in the lobby. Friendly staff. we enjoyed horse back riding here. if you need this location and wifi, yes, the best place to stay in the park.

Food and lunch box is very expensive but the only source of food. everything here is over priced but if you book with Chilean ip you would get a much better room rate.

The location is stunning right in the heart of the Torres del Paine National Park. There are great walks right outside the front door. The hotel can arrange for transport to the beginning of walks or give advice if you are driving yourself. They also offer horse riding. The staff were all very friendly and happy to help. They grow a lot of the the food offered and brew wonderful beer.

The rooms are rather dated. We had to crawl round under the desk to find the one plug to charge our phones etc. Like everything in the park the prices are high - 12,000 Chilean dollars for a beer (1,000 = £1 approx.)

There is no question that the location of the hotel is perfect. It is in the park and has perfect access to all the trails. The physical facilities such as the bar and restaurant look very appealing and inviting. The bedrooms albeit very small are warm and eventually (after about 5 mins) there is good hot water and a powerful shower. That is about where it ends.

It is clear that the culture of 'captive audience' rather than 'customer service' prevails in this hotel and they make no pretence about it. 'Computer says no' is the default position here. Everything is exceptionally expensive (14 USD for a beer, 23 USD for a hamburger). People come here to hike - so simple things like having apples or energy bars at reception or in the room would make such a difference. Asking for chips instead of salad elicits a 'Computer says no' response! We wanted to change some money - again computer says no. When you are spending $3000 dollars for 4 nights, you would expect there to be a shuttle to the park entrance, but again 'Computer says no' and you have to walk with your rucksack 3/4 mile to the park entrance. All in all, you will be spending 5* money for 2* service. By contrast we also stayed at the Hotel Largo Grey , which was less expensive and we were made to feel welcome. Nothing was too much trouble. So Torres is in a great location, but be prepared to accept 2nd rate service and to feel that 'you are being done a favour' by being there. One last thing - the most important thing you need before you go for a hike early in the morning, is coffee for breakfast - guess what - they didn't have any unless you specifically made a fuss - and only then did it eventually appear as we were about to leave. This is just not acceptable . Everybody is very nice - but none of them have a 'can do attitude' and it is endemic across the entire hotel and my guess , starts at the top. We were there for 4 nights and frankly I was pleased to leave.

Location, breakfast, hotel in full working, silence at night

Internet too slow, small menu.

Best location in the park Very attentive staff

Few common areas in the Hotel. Rooms and restaurant overpriced

Food is awesome, though on the pricey side by Chilean standards especially when your only source of food is their restaurant, but worth it. Food comes from their garden, so super fresh and delicious! Location is perfect.

great location near trail

-no hot water in the room -there were no food options outside of full dinner menu. Bar kitchen was closed and no food available from 4:30-7:30pm (which is difficult since no food is available outside hotel either) - it was very difficult to get in touch with note prior to stay to book transportation to airport, multiple emails and messages over 2 weeks before they responded. phone number never picked up. additionally transport to hotel was way over priced at $200usd per person. - hotel is way overpriced for the value and service they are providing

LOCATION

Room was very small, simple, the bathroom had mold along bathtub seam.

We only had one overnight at Torres del Paine, and we couldn't have picked a better location in the heart of the park. So many great trails at easy access right from the hotel. Great restaurant too.

Our room was a bit small. It got hot during the day. Very comfortable for sleeping though.