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“Horrible Customer Service - No working AC in my room - No working TV in entire hotel” 1 of 5 stars
Review of Sheraton Montevideo Hotel

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Sheraton Montevideo Hotel
4.5 of 5 Hotel   |   Victor Solino Street 349, Montevideo 11300, Uruguay   |  
Hotel amenities
Ranked #10 of 80 Hotels in Montevideo
Washington DC, District of Columbia
Contributor
18 reviews 18 reviews
7 hotel reviews
Reviews in 10 cities Reviews in 10 cities
8 helpful votes 8 helpful votes
“Horrible Customer Service - No working AC in my room - No working TV in entire hotel”
1 of 5 stars Reviewed November 6, 2012

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.

Room Tip: Don't have a problem at night when the supervisor is not there to take care of your guest servic...
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  • Stayed November 2012, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lia R, Gerente at Sheraton Montevideo Hotel, responded to this review, December 11, 2012
We are very sorry to learn about the problems that you had with our air conditioning and the TV.

We had some problems with our air conditioning system and our Cable (DirecTV) and we apologize for all the inconvenience that you had in your stay.

This has been discussed with our executive managers and it is already resolved the air conditioning problems and with the cable we are in discuss with DirecTV so this kind of problem do not happed again.

We are sorry your experience was not representative of our service standards.

Thank you for your time and comments. They provide us a worthy feedback to continue improving.


Maria Augusta Ferreira.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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574 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (50)
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English first
Miami, Florida
Senior Contributor
34 reviews 34 reviews
14 hotel reviews
Reviews in 12 cities Reviews in 12 cities
21 helpful votes 21 helpful votes
5 of 5 stars Reviewed October 27, 2012

Nice hotel in Punta Carreras, close to the ramble. Very friendly staff, big rooms and a very good breakfast. The hotel is close to many good restaurants and a large shopping mall is connected to the hotel. I would stay here again when we come back MVD!

  • Stayed October 2012, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Basel, Switzerland
Top Contributor
147 reviews 147 reviews
74 hotel reviews
Reviews in 57 cities Reviews in 57 cities
129 helpful votes 129 helpful votes
3 of 5 stars Reviewed October 22, 2012

The hotel is situated in a good location and staff are generally friendly and accommodating. Rooms are large, although quite cold (unfortunately the AC was cooling only), and bathrooms ok, if a little sparse. Wifi in the hotel was terrible, and of course in true Sheraton style they charge for cable internet access in the room. Breakfast was ok with a reasonable choice of dishes, but lunch was very good with an excellent choice of hot and cold food.

  • Stayed October 2012, traveled on business
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sao Paulo
Top Contributor
63 reviews 63 reviews
42 hotel reviews
Reviews in 39 cities Reviews in 39 cities
52 helpful votes 52 helpful votes
4 of 5 stars Reviewed October 20, 2012

The hotel is in the Carretas section of Montevideo, overlooking The River (Actually a huge bay; you cannot see the Argentinian side) and directly connected (3rd floor) to a Shopping Mall - very convenient on a rainy day. You can walk to the beach in 3 minutes.
We arrived on a bright day however, but when we checked into our room (2207, river view) it seamed as if the weather had changed to overcast just during our elevator ride. Turned out that the sun was actually still shining but that the windows were VERY dirty and apparently hadn't been cleaned for quite some time. When we went upstairs to the business lounge (23rd floor) the sun "was back" meaning the windows there were clean - what a difference! I have spent hundreds of nights in hotels but hat was a first.
The food in that lounge, where we also had breakfast, was good (the bacon was excellent!) with friendly service.
The room was spacious with a love seat plus an Ottoman and an above average desk and office chair but the walls appear to be a bit thin - you hear the TV in the room next door all too well.
We wanted to have a quick lunch in the hotel restaurant and ordered just a soup and a Cesar's with bacon but it took them forever, well, almost) despite the fact that there were only 4 tables occupied (including our own). When the food finally arrived the soup and the bacon were almost cold, indicating that the kitchen had worked fast enough but that then the waiters (who were not really fluent in English) let it sit on a shelf for some time.
We gave the restaurant a second chance for dinner and the service was a bit better but not sufficiently so to make us come back (there are good restaurants in walking distance).
The hotel has a decently equipped health club with pools.We also tried the Spa and were very satisfied with the massage service - truly excellent!
The hotels offers free Internet service in the lobby (30 minutes) and WiFi throughout however, if you want to use the Internet in your room you'll have to pay (US $ 15 per day).

  • Stayed October 2012, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
New York City, New York
Senior Contributor
42 reviews 42 reviews
23 hotel reviews
Reviews in 31 cities Reviews in 31 cities
62 helpful votes 62 helpful votes
4 of 5 stars Reviewed September 28, 2012

Nice rooms, good location and professional staff. Rooms are modern and you have direct access to a very nice mall from the lobby. Hotel has a lot of airline patrons and is well run. Drawbacks are the usual, cokes run 4 dollars, etc., The HVAC in room was a bit distracting and there was a strange smell from the bathroom drains. The gym is small but good and they have a spa menu. Overall, nice hotel and would return.

  • Stayed September 2012, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Eastcote, United Kingdom
Senior Contributor
35 reviews 35 reviews
26 hotel reviews
Reviews in 26 cities Reviews in 26 cities
15 helpful votes 15 helpful votes
4 of 5 stars Reviewed September 28, 2012

Once inside the Sheraton you could be in any city - it has that large hotel, big brand feel about it. That's not a criticism, but not the place to choose if you want local colour.

Room was huge and very comfortable. Excellent view of the river and surroundings. A fault in the bathroom was fixed speedily and without fuss.

Service was excellent, the reception clerk helped track down our local guide, making several calls for us. Later we had some laundry done, again all completed on time.

We ate in the restaurant - quiet but good food and excellent wine!

Breakfast was also good, lots of choice and good quality food.

Lobby bar small but friendly, again excellent service.

Free wi-fi in the lobby limited to 30 minutes a day.

The link to the shopping mall was useful, although I also liked the small hotel shop where again we got excellent service and a good deal for paying cash - in this case Euros!

Room Tip: high floors have good views.
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  • Stayed September 2012, traveled as a couple
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Miami, Florida
Top Contributor
66 reviews 66 reviews
55 hotel reviews
Reviews in 40 cities Reviews in 40 cities
44 helpful votes 44 helpful votes
4 of 5 stars Reviewed September 16, 2012

Stayed here for 4 nights on the 17 floor, Clean rooms, comfty beds, though I heared shhhhhh noise and didn't know if it was the AC or running water, but no big deal. the hotel attached to mall, On the highest floor there is fittness center where u can get OK work out, also there is swimming pool ,sauna with a good view looking over the city.
few blocks down from the hotel is the Rocky beach(no swimming).
the service is nice, thou the WIFI should be free to ballance the daily charge. Also there will be slippers waiting for you.
I recommend to visit the port (grill restrant) market, its realy fun.
cu around

Room Tip: higher level better view
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  • Stayed September 2012, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Sheraton Montevideo Hotel

Address: Victor Solino Street 349, Montevideo 11300, Uruguay
Location: Uruguay > Montevideo Department > Montevideo
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#2 Spa Hotel in Montevideo
#3 Luxury Hotel in Montevideo
#3 Family Hotel in Montevideo
#4 Business Hotel in Montevideo
#11 Romantic Hotel in Montevideo
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — Sheraton Montevideo Hotel 4.5*
Number of rooms: 207
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

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