Hotel Urbano Mvd — Hotel in Montevideo

They advertise airport shuttle service. There is NO airport shuttle service. It is a bald faced lie. They call a taxi for you the same as you can get anyplace!!!||The lobby and eating area looks nice, and then you get to your room that has all the ambiance of a jail cell. The double bed is actually two twin beds pushed together so there is a hump where the beds meet in center. The door has no dead bolt or other safety device. There is no luggage rack so you must use the bed to open your suitcase. The shower is about two and a half feet square and they don't give you a bath mat. I ended up putting the lone hand towel on the floor to soak up the water which leaks from the shower. The sink has no trap which is illegal in the USA because the trap prevents sewer gas from entering. The room is just barely furnished with one tiny desk and only one bedside table, all of the very cheapest materials. Only one lamp is provided, none on the desk. Floors are tile, so they should be easy to keep clean, but I've observed the same dirt spot in the room for the three days we were there. They are very stingy with the toilet paper, not providing an extra roll and we were left with barely enough to get by and thought I'd have to endure asking the front desk for toilet paper. I could swear that the housekeeper simply folded up a used, dirty hand towel as if it were clean. It was dirty so I put it on the floor to serve as a bath mat since they don't provide any. They do have a tiny refrigerator and a hair dryer. The TV has no premium stations and twice I had to have them come fix it to work. The third time I figured out how to push the buttons on the back of it myself. The air conditioner in our traveling companions room dripped water on the floor and bed. Luckily he was alone and could use the other side of the bed. I booked this place because of the nonexistent airport shuttle and could have gotten some other place for less money. This place...

They advertise airport shuttle service. There is NO airport shuttle service. It is a bald faced lie. They call a taxi for you the same as you can get anyplace!!!||The lobby and eating area looks nice, and then you get to your room that has all the ambiance of a jail cell. The double bed is actually two twin beds pushed together so there is a hump where the beds meet in center. The door has no dead bolt or other safety device. There is no luggage rack so you must use the bed to open your suitcase. The shower is about two and a half feet square and they don't give you a bath mat. I ended up putting the lone hand towel on the floor to soak up the water which leaks from the shower. The sink has no trap which is illegal in the USA because the trap prevents sewer gas from entering. The room is just barely furnished with one tiny desk and only one bedside table, all of the very cheapest materials. Only one lamp is provided, none on the desk. Floors are tile, so they should be easy to keep clean, but I've observed the same dirt spot in the room for the three days we were there. They are very stingy with the toilet paper, not providing an extra roll and we were left with barely enough to get by and thought I'd have to endure asking the front desk for toilet paper. I could swear that the housekeeper simply folded up a used, dirty hand towel as if it were clean. It was dirty so I put it on the floor to serve as a bath mat since they don't provide any. They do have a tiny refrigerator and a hair dryer. The TV has no premium stations and twice I had to have them come fix it to work. The third time I figured out how to push the buttons on the back of it myself. The air conditioner in our traveling companions room dripped water on the floor and bed. Luckily he was alone and could use the other side of the bed. I booked this place because of the nonexistent airport shuttle and could have gotten some other place for less money. This place...

Mala experiencia recepcionista femenina hotel urbano 10 de la mañana ...

El arte de la hospitalidad no se aprende únicamente en cursos técnicos o manuales de procedimientos; es, ante todo, una práctica de inteligencia emocional, de temple y de ética profesional.

Mi reciente experiencia con una recepcionista (hotel urbano) que, lejos de representar los principios básicos de su puesto, evidenció una preocupante falta de criterio y formación, me invita a reflexionar sobre los perfiles que ocupan hoy ciertos roles de cara al público.

La situación fue simple pero reveladora: llegué al hotel con una reserva equivocada, un error mío que asumí de inmediato. Pedí sentarme un momento para buscar otro hotel con calma. Inicialmente se me concedió este gesto básico de cortesía, pero pronto la actitud cambió. La recepcionista, visiblemente molesta, comenzó a hacer observaciones pasivo-agresivas sobre los precios, el uso del espacio y otras trivialidades que solo expusieron su incomodidad frente a algo que exigía, simplemente, profesionalismo.

En vez de mantener la compostura y entender que el cliente no siempre tiene la intención de consumir, pero sí de ser tratado con respeto, la señora adoptó una postura innecesariamente defensiva. Tal vez, en un intento por afirmar una autoridad que no le corresponde, olvidó que no se trata de ejercer poder, sino de ofrecer servicio. Ni el cargo, ni el uniforme, ni el escritorio dan legitimidad moral cuando se actúa con soberbia.

La falta de entrenamiento comercial quedó en evidencia. Más grave aún: la falta de una conciencia crítica sobre su rol. Un recepcionista no es solo una cara bonita o una voz amable. Es la primera línea de contacto entre el cliente y la empresa, el primer filtro de experiencia, la primera impresión —y muchas veces, la última oportunidad— para que un negocio sostenga su reputación. Cuando esta persona desconoce que la rentabilidad de un hotel también se construye con paciencia, empatía y temple, se pierde mucho más que una noche de alojamiento: se pierde la confianza.

Además, subyace en su actitud una peligrosa mentalidad clasista, como si su aparente solvencia laboral le otorgara un status superior al del cliente. Grave error. El verdadero poder lo tiene quien domina su lenguaje, regula sus emociones y sabe qué batallas vale la pena enfrentar. Un cliente que conoce el lenguaje del respeto sabe cuándo alguien, por más que ocupe una posición, está mal formado. Y eso no se puede ocultar ni con trajes, ni con sistemas de gestión.

En resumen, la señora no demostró estar capacitada —ni emocional ni intelectualmente— para ocupar una posición en la industria hotelera. No por su físico, lo cual sería una observación superficial e irrelevante, sino por su falta de educación en el sentido más profundo del término: saber estar, saber servir, saber callar cuando se debe y hablar con altura cuando corresponde.

El verdadero liderazgo no se grita, se ejerce con la humildad del que comprende su función. Y si una recepcionista no entiende que su papel es sostener la dignidad del negocio a través de su conducta, entonces no solo pierde el cliente: pierde el...