Hotel Sofitel Montevideo Casino Carrasco and Spa — Attraction in Montevideo

We stayed at the hotel for three nights, and our evaluation was already terrible after the second night.

From check-in, the service was quite arrogant, and none of our extra requests were fulfilled. We asked for a double bed and were told there were no available rooms, but we've experienced similar situations before where the hotel simply changed the bed, not the room. We asked to see the balcony just to take a few photos, and they informed us that our room didn’t have access to it—even though this wasn’t clearly stated in the reservation and is listed as one of the hotel’s attractions.

Upon entering the room, the minibar was empty, and not even basic amenities like cotton swabs or cotton pads were available.

But the worst came on the third night...

After the restaurant closed around 12:30 a.m., construction work began in the same area, with sounds of walls being demolished, hammering, and power tools. When we asked the hotel reception about it, they said they would check and get back to us. After some time, they informed us that it was a kitchen renovation and that the noise would not stop.

Solution: I personally called the police, as the hotel itself was violating Montevideo’s noise ordinance, disturbing its own guests! Something truly UNBELIEVABLE!

About 10 minutes after the report, the noise stopped—likely because the officers checked what was happening.

At the very least, they had the decency not to charge us for the last night, but that did not undo the terrible impression left by the hotel—especially considering it operates under the Sofitel brand, which is expected to uphold a high standard of hospitality.

It’s nothing more than a beautiful...

Diamond member who has stayed at numerous other Sofitels in numerous countries, This hotel's building and location are great. However, room maintenance and cleaniness are sub-par. Bathroom had clear signs of mould. Rooms had no slippers provided, and when after calling front desk with a request, the reply provided was that that the hotel did not have slippers. However, another room in the same party made the same request and did receive request. In one room, housekeeping was done by 3 different individuals on 3 different days and the level of service varied significantly. One the final day, not all towels were replaced as requested, empty tissue box was left in bathroom and not replenished. Depleted toilet paper was not replaced. Reservation clearly had breakfast included, but hotel reservation records erroneously did not record this. After escalating, this was eventually resolved but I was not notified of resolution until I went to front desk to ask for an update. Post-check out, received an email that one of the rooms had been damaged and that a penalty charge to be applied. After objecting to the claim, hotel eventually replied clarifying that after further investigation, the damage was related to a different reservation. While the matter was resolved, this is not what would be expected of a hotel at this price point. All of these incidents within the same 3-day stay are things that I have not experienced at other Sofitels before, and certainly not so many incidents within...

Very disappointed ||We should have known from the minute we arrived at this impressive looking hotel that things were not right. The bellboy literally watched us lug our heavy case out of the taxi and carry it to Reception without so much as an offer to help or a welcome greeting. As if to reconfirm our early impressions, either side of the main door to the hotel there are two half dead plants. |The rooms are tired and dark with scratched furniture, dodgy electrics and no international sockets. Our mini bar fridge had to be replaced during our stay as it was leaking. Until we brought it to the attention of reception, housekeeping had simply unplugged it, allowing all that was in it to get warm.|The outdoor pool is surrounded by old and decrepit sun loungers (with insufficient cushions to go around) and not a particularly joyful experience. |The breakfast is pretty unremarkable with extra dishes chargeable. |The final straw came when we were asked to pay for replacement coffee pods for the room. When we complained that this was hardly in keeping with a 5 star hotel, the lady at reception suggested we use the sachets of instant coffee. Only after I spoke to the duty manager did they send up free replacements. |The restaurant is good with imaginative dishes but we had to send one dish back as it was luke warm. |Overall this hotel does not offer anywhere near a 5...