Puyuhuapi Lodge & Spa

The location is wonderful, and the rooms and facilities are high quality. The whole set up is a bit 'touristy', but that will suit most people. The thermal pools were definitely worth trying out.
Evening meals were excellent — although a bit pricey. I personally do not agree with them asking you if you want to add a 10% tip charge to your bill when you sign it — this is unfair pressure, and makes me personally feel uncomfortable.

We specifically booked and paid for a higher room category with a full, unobstructed bay view. What we received was clearly not the room category we reserved.
The room was located on the third floor behind the main building, with roofs and trees obstructing the view. This corresponded exactly to how the lower category rooms are advertised — not the premium category with a direct, unobstructed bay view that we paid for.
When we raised this during our stay, management repeatedly insisted that this was the correct room category. Despite the obvious and verifiable difference in view, they refused to acknowledge the discrepancy, offer any form of compensation, or propose any solution whatsoever. There was no attempt to rectify the situation in any way.
Being charged the full premium price for a room that does not match the booked category is unacceptable.
The issues did not stop there. The jacuzzi and steam bath were out of order. There was visible mold in the shower. The gym is outdated, and multiple machines were broken or not functioning. Overall maintenance and quality control fall far below what is expected at this price level.
This experience reflects a serious lack of transparency, accountability, and customer care.
Based on our experience, we strongly advise against staying at this hotel.

Puyuhuapi Lodge was one of the most amazing places I've ever stayed. The ferry ride was easy and on time, and once you arrive, it's like stepping into a different world. The forced disconnect (no cell service or Wi-Fi) was welcome, we were greeted with champaign, and the dining experience was perhaps the best food of our trip. The hot springs added an amazing addition to the time there, and were one of the highlights of the stay. A must-visit for sure!

A perfect place to truly disconnect. The location, views, architecture, facilities—especially the thermal springs—as well as the food and service are all outstanding.
That said, there is room for improvement. The spa area, in particular, feels quite run down and is something I wouldn’t recommend; the massages were below expectations. Additionally, while the rooms are beautiful, they could benefit from some light renovation or restoration, especially in the bathrooms.
Overall, it was a very nice and unique stay.

This is a beautiful and very comfortable hotel. Since the moment I stepped in, Veronica came to welcome me and explain all about the lodge. All the staff was wonderful and helpful. The food is just amazing. Everything is fresh and very tasty. The presentation of the dishes had me taking pictures at the restaurant everyday. The property is beautiful and the hot springs are so beautiful. I really recommend this lodge. A wonderful experience.

Disappointing Stay – Not Up to Standard.
Our stay at Puyuhuapi Lodge was, regrettably, far below our expectations. To begin with, one must book the boat to access the hotel, which is understandable; however, despite having two boats, several guests were left waiting for 20 minutes due to limited space. Upon arrival, we were greeted with a welcome drink and a group briefing on the hotel’s facilities. Curiously, no one mentioned the need to book the boat for our departure. The following morning, I was informed that the boat was fully booked, which caused considerable stress as we had to continue our journey south. Luckily, we managed to secure a spot thanks to other guests postponing their departure—hardly the standard of organisation one expects.
The hotel itself is quite charming, with spectacular views and a tranquil atmosphere. Breakfast was delightful, and both the bar and restaurant offered well-prepared dishes. However, the outdoor pools were rather disappointing—poorly maintained, with only two out of three operational and the water noticeably cold despite being advertised as hot springs. Rather ironically, there were also significant issues with hot water in the showers. After waiting over 10 minutes, I was forced to endure a cold shower. I overheard numerous guests voicing similar complaints at reception, only to be advised to wait five minutes—advice which, unfortunately, proved futile.

Beautiful lodge in an exceptional location. Rooms are big and comfortable, modern bathrooms, all have excellent views of the lake. The Lodge itself is well designed and well furnished and decorated. Thermal spas indoors and outdoors are fantastic. Service is very good, the only unpleasant part is that staff is definitely trained to ask for tips at every possible (and impossible) occasion and, in the end it started to get to us since prices are high enough already to include all service charges and pay the staff a decent salary so that won't be begging for tips all the time. Food was just okay, but the bar service was exceptional: they brought professional barmen from Santiago and their cocktails were just perfect. You can go kayaking on the lake, hiking on the property or just sit on the dock and stare at the lake. We loved it!

Brilliant! Loved it!
A really good place to switch off and unwind. That we were there for Christmas made it even more enjoyable.
Really attentive customer service, good food and amazing views. Rooms were comfortable. Spa treatment was good. Thermal baths are fun — being in an outside pool with water at 38 degrees on Christmas day is not what Brits are used to!
Although we've rated it five stars, it's not perfect — the food is good but not exceptional, and whilst the boat access gives a real sense of being away from everything, it does constrain you as to schedule.

What a great place to disconnect and relax. We loved everything from the kayak rental the geothermal pools and the two small hikes on the property. Food was amazing and our server Jordanna was so sweet and accommodating for vegetarian options not on the menu.

It is indeed a paradise, but there were several issues that must be taken care to enable me to give the highest score to this hotel.
Measuring the quality & performance of any hotel is based to my opinion on only ONE FACTOR — Service & Attitude.
It is the hotel responsibility to ensure that the room is fully ready for the next customer. This could be done by using a check list process. The room we received, though it was large & very comfortable, two of the lighting fixtures did not light up. In addition, there were RUST on the bath tab. But this in not all. The tab was missing handling grip which is a critical safety device in any bath tab (I am indicating this from my personal experience). Another critical safety issue is related to the local Termas. There were NO SAFETY instructions in the 3 Termas on site : How long it is recomended to be used. Who is restricted using it. But the most troubeling & exaggerasted behavoir was related to the way the hotel cancelled in the last minute (when we were in the boat) the guided excursion to the Hanging Glacier.
I felt that the hotel management was apathetic & arrogant. The hotel manager does not speak English which makes any conversation to be "dialogue between deaf people". We were only be compensated for 2 cocktails, but the all problem caused us dissatisfation in reltion to the price we paid for 2 night stay.
There were only ONE positive issue related to the breakfast meeting our full expectations.

The hotel is not as bad as some reviews would suggest. It is in a fantastic location and the room we had was really nice, it was big and spacious and had a deck overlooking the water with chairs on it. The shower was fine and the room was clean.
The hotel does have Wi-Fi, they have chosen not to share it which is a shame. To access the hanging glacier nearby you must buy tickets online. A luxury hotel should not be sending their guests to the nearest café to pick up Wi-Fi. Also nowadays one needs to check in for flights online and buy ferry tickets etc. There is one computer for guest use, which connects to the internet but you would need to put personal information in a public computer.
The three hot pools are fine, they probably need a good clean and refurb but they do the trick. There is a café down by the pools but it wasn't open when we were there.
One annoying thing is that normal guests (myself) could not use the indoor pool in the spa without paying USD15 per person per day. That seemed outrageous to me as the place was empty,
The food is a little odd, some of the combinations probably did not belong on the same plate. There wasn't a huge amount of choice but enough to keep people happy. The menu does not have any prices on it which is odd. We thought it might be included the first time we it (no internet to check) but were presented with a bill at the end of the meal. They had a decent wine list but lots of it (the cheap stuff) was unavailable.

Another amazing place to stay at.
The hotel rooms are amazing, with stunning views over the lake. The hotel is situated in a lush, rainforest environment that you can only access by boat. The spa is fantastic and there are many outdoor pools and hot tubs all fed by the hot springs.
There are many activities to choose from, including hiking or kayaking on the lake.
Service is very good and food is excellent.
Views from the restaurant and the bar are equally breathtaking, overlooking the lake.
Definitely worth the detour.

A relaxing and very friendly hotel with great staff and very comfortable rooms overlooking the fiord and mountains beyond.
Indoor and outdoor spas were very relaxing warm and varied. We particularly liked the outdoor pool under the ferns.
Food was generally ok but should have been much better for a hotel of this quality.

What a place to start our Chilean adventure. Arriving by boat to a James Bond style location was just the start. Once here we loved it. Thermal pools, kayaking, views, great food and great people looking after you. Special. Yes some tired bits here and there but dont be fooled its still heavenly. If you want an urban city break then head for new york. If you want off grid luxury this is it. Enjoy. We did.

Place is absolutely magical. Purest nature, accessible by boat. Massages were insane. Indoor pool area very old, but the outside hot springs are incredible.
They just made a big mistake putting us next to an extremely noisy old couple despite the lodge being only at 20% capacity and we specifically asking for a quiet room.

Exceptional experience — beautiful rooms, wonderful service, incredible hot springs. So relaxing we wish we could have stayed forever. 100% recommend if you have the time.

Outdoor hot pools were just magical — the most relaxing couple of days.
Bar food was probably better value than the full board evening food. Drinks at the bar very good value.
Key to making the most of this hotel is meeting the boat transfer times.
Rooms by the water are beautiful and they left us a nice gift as we were celebrating.
Lastly Esteban who works behind the bar is very knowledgeable about the area and in particular the area's plants so ask him!