The hotel is clean and comfortable. The location is perfect. The views you get from the rooms are amazing. However, we had a terrible experience during our stay. Be prepared to spend at least 2-3 hours for dinner, as service is extremely slow. The staff made constant errors with our orders also, which then prolonged our dinner time even more. The hotel is very clearly under-staffed. Which may explain why almost all of the staff were very unpleasant as well. 9/10 always looked mad, were unfriendly, no one ever greets you or willingly helps you with anything. They look annoyed or roll their eyes at you when you ask them anything at all. There was one young man named Charly, who was the only nice and helpful staff member during our entire stay. He was friendly, sociable, eager to help, and most importantly, he was simply polite. He was one of the only staff there that was like that.
Lastly, we had an absolute nightmare experience with Rio Serrano. We paid for the iceberg excursion and our transport van never came to pick us back up. There were a few other hotel guests also stranded with us. We had no reception, no food, were all alone in the middle of the national park, it was freezing and very windy. After a few hours we were finally picked up as we were all walking up a dirt road. The hotel first refused to refund us. After much arguing, they promised they would give us a full refund for the excursion. They never did. Unacceptable and unprofessional. Never again.