Circus Hostel&Hotel Montevideo

It can be easy to miss this hotel when you’re walking up to it. Once inside, the room felt very clean and comfortable. There’s a terrace to hang out on, maybe watch the sunset, and you can bring coal for grilling. Coffee and tea are always available, just wash your own dishes. Staff are really great, especially Michelle, who gave us loads of information and helpful tips about the city. You can also rent a bike there.

We reached out through WhatsApp directly, hoping to save the property the big booking-site commission. The person we spoke with asked us to come in the next day because many guests were checking out. We confirmed and asked whether we should just book online, but were told it’d be fine to come in person. At reception, a different staff member was extremely rude and dismissive. She blamed us for not booking through the website, then blamed the woman we’d spoken with on WhatsApp, saying she was new and from Cuba and that “Cubans speak a different language than Uruguayans.” It was hilariously wrong and showed how little she knew about the world. All they had to do was apologize and help find a solution, but instead they blamed the customer even though they were clearly at fault. The manager nearby looked visibly embarrassed. Easily the rudest receptionist we’ve encountered. That’s no way to treat guests in hospitality. Edit after owners reply: We did not shout. We were frustrated by your complete inability to take responsibility. Your staff member explicitly said we could arrive the next day and it wouldn’t be a problem. We were trying to save you the commission, not avoid paying it ourselves. The booking site was actually €20 cheaper than your own website. We should have booked through the site. It would have cost us less and spared us this mess caused by your staff’s poor communication. Your account of what we were told over WhatsApp is factually wrong, and I’m happy to post the conversation, which we still have. Stop lying to cover yourselves. Your reply just reinforces our point: defensiveness instead of accountability.

The receptionist was arrogant and defensive, even though the hostel was clearly at fault. She argued with us instead of apologizing or trying to help, and acted as if we were the problem. After countless hostel stays around the world, this was easily one of my worst interactions with staff. Someone with that attitude shouldn’t represent a business, especially one that depends on travelers. She embarrassed herself and the company.

The place is really clean and a solid hostel, but the staff are what made it for me. Nadia was especially sweet and patient, and took the time to help with all my questions. She was so dedicated. I'd recommend it!