I just arrived at the Sheraton in Montevideo today. Got into my room. Set the thermostat at 22 degrees C and turned on the TV but the image was going in and out. I switched channels but the image was still intermittent. I called guest services and they told me that they had this problem all weekend long and it was a problem with the Direct TV antenna and sending someone to my room would not solve the problem and that they did not know when the problem would be fixed. They had this problem for four days now and they cannot get someone to fix the Direct TV system. So no TV.
I left for lunch with my steamy room at 27 degrees C and when I returned 3 hours later, the temperature was at 26 degrees since the sun was no longer hitting my window. I checked to see if cold air was coming out but it was not.
At 2100 I went down to inform the front desk that the AC was not working and I needed it fixed. By now it was night and the temperature had fallen to 24.5. So it fell in 9 hours 2.5 degrees. I was hot and thought that this could be fixed.
At 0030 I returned to my room and the temperature was at 24 degrees. Once again I called Guest Services and Andres answered the phone and I asked to be switched to another room. He informed me that only a smoking room was available and NOTHING ELSE. But they would send a person to take a look at the AC once again.
I called Andres back and asked to speak to a supervisor given the fact that I was hot all day and the system could not be fixed and all that was available was a smoking room and NOTHING ELSE. Andres informed me that there were no supervisors on duty but I was free to speak to a supervisor…just not tonight…possibly in the morning. So when I asked about the occupancy rate at the hotel that no other rooms except a smoking room was available, I was informed that there was a larger room…but I could not be placed there without the approval of the supervisor…who I was free to speak with…just not tonight and possibly tomorrow morning.
So…the person in charge of ACs came to visit me at 0045 tonight to possibly get a valve unstuck in order to make the room at a normal temperature.
Conclusion: not good service at all and when the staff can make a customer service decision, they do not. I have stayed in Sheratons 12 nights in the past 22 days and this is the reward I get as I get closer to the next level. I guess I should have stayed at the Radisson (in Montevideo), Hilton or Marriott elsewhere and take my business to them.
- Official Description (provided by the hotel):
- Located in the fashionable residential area of Punta Carretas and overlooking the serene Rio de la Plata, our hotel is a great choice for business and leisure travelers. Adjoined to the Punta Carretas Shopping Center, and only 200 meters from the Golf Club and the promenade, you are surrounded by the comfort of one of Montevideo's most important residential neighborhoods. Montevideo, the capital of Uruguay, is a very cosmopolitan city - the result of successive European migrations. With 1.5 Million inhabitants, the city lies along a beautiful beachfront. Landmarks include the Cerro (hill) for which Montevideo (from the Portuguese Monte vide eu, which means "I see a hill") is named. ... more less
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- Also Known As:
- Sheraton Montevideo
- Montevideo Sheraton