AT WHAT ALTITUDE IS THE HOTEL? WHAT PRECAUTIONS SHOULD I TAKE?
The hotel is 2,880 meters (9,450 feet) above sea level, with a dry climate. As a precaution, we suggest drinking plenty of water, eating lightly, and moderate alcohol consumption during the first 24 hours, to avoid dehydration and altitude sickness. If you have symptoms such as headache or fatigue for more than a day, we suggest you visit our clinic located on the lower level of the hotel.
WHAT IS PORTILLO'S POLICY REGARDING ROAD CLOSURE?
The road to Portillo (which is also the International Route between Santiago and Mendoza, Argentina) is maintained by ONEMI (National Emergency Office of the Ministry of the Interior), which is responsible for authorizing the opening and closing of the road. The Portillo Ski Center is not responsible nor has any influence on the decisions made by this body.
If the road is closed and you cannot get to or leave Portillo, the following policy applies:
Guests who cannot reach Portillo, due to the closure of the road, will be responsible for their accommodations and other expenses in Santiago. The nights that are not used in Portillo will be credited to your accounts. Guests can transfer their credit to pay for other services, such as ski lessons or bar bills; use the credit for a future reservation within the same ski resort; or request a refund through your respective agency.
Guests who cannot leave and must spend another night in Portillo will be charged the full value of the first extra night of accommodation. However, the second night you will receive a 50% discount on your room charge.
WHAT IS THE AVERAGE SNOW FALL?
Portillo receives an average of 5.1 meters of snow. Generally, there are brief but intense storms, which are followed by sunny days, ideal for taking advantage of powder snow. We also have a snowmaking system that allows us to increase and maintain natural snow levels.
WHAT HAPPENS IF THE SLOPES ARE CLOSED DUE TO A STORM?
Our team is constantly reviewing the weather and safety conditions to keep as many ski runs open as possible. However, excessive wind, poor visibility or heavy snowfall force us to close slopes to avoid accidents.
Before going skiing, check the status of the lifts on the map in front of the Ski School, since access to the lifts may vary during the day. If all the slopes are closed due to a storm, special activities will be held at the hotel so that you can enjoy your stay to the fullest, while you wait for the weather to clear to enjoy the powder snow.
WHAT IS THE ELECTRICAL VOLTAGE?
Electricity in Chile is 220v 50Hz, so we suggest checking your electrical appliances before plugging them in and making sure they are compatible. The plugs are continental European-style with two cylindrical holes.
CAN I DRINK WATER FROM THE TAP?
Tap water is drinkable, but, like all mountain water, it has a high mineral content, so we recommend that our foreign guests drink bottled water to avoid possible stomach upset.
WHAT VISAS DO I NEED TO ENTER CHILE?
The visa requirement to enter Chile depends on the tourist's country of origin. Official and updated information on visas and fees can be found on the Ministry of Foreign Affairs of Chile website.
Remember to keep your documents, as well as the immigration form, safe, since they may be required during your stay.
WHO SHOULD I CONTACT IN CASE OF A MEDICAL EMERGENCY?
the Ski Portillo clinic is open from Monday to Saturday between 9:00 a.m. and 8:00 p.m. If you have an emergency outside these hours, contact Reception, who will immediately call the doctor on duty.
IS THERE A DRESS CODE FOR DINNER?
During breakfast and lunch it is usual to wear ski clothes so that you can make the most of your time on the slopes. At dinner time, our guests tend to dress more formally to enjoy a casual and elegant atmosphere. We suggest avoiding the use of shorts, sandals, hats, sweatshirts, short-sleeved shirts, bathing suits or gowns.
WHAT IS THE TIPPING POLICY?
If you are considering leaving a tip for the entire team, we recommend $120-$170 per guest, per week. You can also leave tips as you go or at the end of the week to select employees.
Bellmen- US$2 - $5
Housekeepers: US$3 - 5 daily per guest
Ski and boot check: US$5 - 8 per guest, per week
Childcare: US$5 - $10 per day
Bar, Dining room and Disco extras: 10% of your spend
Dining room servers: US$10 - $15 daily per guest
WHAT ACTIVITIES ARE AVAILABLE AFTER THE SKI DAY?
Portillo offers several activities that are part of our entertaining Après ski. You can use the gym and take classes such as yoga or stretching, enjoy the views from the outdoor pool or jacuzzi, watch a movie at the cinema, relax at the bar, play a soccer game on the multi-court, have a massage. or check the daily program arranged by our entertainment team.
WHERE CAN I SMOKE AT PORTILLO?
In Chile, Law No. 20,660 prohibits smoking in closed places accessible to the public, so you can only smoke outside the hotel. Portillo is a smoke-free hotel, so those who smoke inside the hotel will receive a fine of US$ 350 for cleaning.
We have large screen televisions in our movie theater and discotheque, where guests can watch cable TV at certain times of the day. For schedules and programs, check with our Entertainment Team.
WHY IS ROCA JACK CLOSED SOME DAYS, EVEN WHEN THERE IS GOOD WEATHER?
The ski slopes located near the top of the mountain, such as Roca Jack, Cóndor, El Caracara or Las Vizcachas, are more exposed to avalanche danger. Depending on different factors, our avalanche prevention team may decide to close some ski slopes during the day. The safety of our visitors is always our main concern.
WHO DO I CONTACT IN CASE OF INFORMATION, CLAIMS OR SUGGESTIONS?
Our Assistant Manager's office is located on the first floor of the hotel, next to the reception desk. He will be able to help you and give you the information you need. You can also write to us at firstname.lastname@example.org.
IS PORTILLO AN INCLUSIVE HOTEL?
At Portillo we are committed to social inclusion, which is why we have rooms and bathrooms (first floor) specially equipped for people with different abilities. Our elevators have a braille and voice system, to facilitate moving around the hotel. In addition, we have a directory of services in braille system and special typography for people with reduced vision, which can be requested at reception or from the maid on each floor.
WHAT ARE MEALS LIKE AT PORTILLO?
Our menu features traditional recipes with local ingredients to showcase the flavors of the north and south of Chile, with international touches. Each season, menus are created with a wide variety of ingredients and preparations, in addition to having our own bakery and pastry shop. A vegetarian option is offered on the daily menu. If you have other dietary restrictions, you can tell your server, who will give you other alternatives. We also offer a menu of more than 125 Chilean wine labels available to accompany each dish.
CAN I BRING MY PET TO SKI PORTILLO?
In Portillo we love animals, we have rescue dogs and our official host, Petra, a tender Saint Bernard dog that runs through our hotel. However, for security reasons for our guests and infrastructure, we do not allow pets. The only exception are guide dogs for blind people or people with special abilities.
WHAT DO OUR PRICES INCLUDE?
Our prices include: accommodation, four meals a day, lift tickets and free access to the heated pool, sauna, jacuzzi, fitness center, yoga, cinema, games room, disco, piano bar, storage of skis and boots. In addition to après ski activities for children, youth and adults.
Our prices do not include: Air tickets, ski or snowboard classes, equipment rental, laundry, alcoholic and non-alcoholic drinks, massages and beauty treatments, medical expenses of our clinic, nursery, transfers, heliski, travel insurance and other extras .
HOW DOES THE CHILD CARE SERVICE WORK?
We have a nursery run by professionals trained in childcare. The babysitting service is free for children from 4 to 7 years old, from 9:00 am to 8:00 pm. The nursery, from 0 to 3 years old, works at the same times, but with an additional charge. You can also request private babysitting, a service that must be requested at least one day in advance and that will have an additional cost.
HOW DOES THE KIDS CAMP WORK?
The Kids' Camp program provides ski lessons for children from 4 to 6 years old, designed to introduce the little ones to snow and skiing. This program has hours in the morning and afternoon (it does not include lunch). Parents are responsible for picking up and dropping off their children at the meeting point at the ski school.
Kids´Camp runs from Sunday to Friday from 10:30 a.m. to 12:00 p.m. and from 3:00 p.m. to 4:30 p.m. Participants must be at the meeting point 15 minutes before the start time.
HOW OLD MUST A CHILD BE TO TAKE SKI OR SNOWBOARD CLASSES?
Children from 4 to 6 years old can attend the Kids' Camp. Those over 7 years old can join the regular group classes and those under 4 years old can take private classes.
WHAT TIME IS LUNCH AND DINNER IN THE MAIN DINING ROOM?
Our dining room functions with two dining hours for lunch and dinner.
The first lunch shift is at 12:30 p.m. and the second at 1:45 p.m., while dinner has its first shift at 8:00 p.m. and the second at 9:45 p.m. In the afternoon, our main dining room transforms into a tea room to enjoy hot drinks, cookies, and muffins.
Generally, on the first shift, families with children have preference, but if you prefer a specific time, tell the maitre d 'so that he can coordinate with the team.