Own Montevideo

The room design seems to put looks ahead of function. You can’t keep shower water from spreading across the bathroom floor, and there’s no soap holder by the sink. Little annoyances add up. The rooftop pool was another letdown, just a tiny area with a few old beach chairs, no shade and an abandoned bar. It didn’t seem like a place where anyone could have a good time. We booked a junior twin room, one of the more expensive categories, but got a room above the restaurant facing a busy street. We asked to move and ended up on the zeroth floor, where there was a distinct stale, unaired smell. When we asked why we’d paid more for less, the front desk didn’t really explain. They seemed to have a room category mismatch on Agoda, which can happen, but they should address it when guests raise it instead of brushing it off. If we return to Montevideo, we’ll stay somewhere else.

I chose and paid about 25% more for a higher room category because I’m extremely sensitive to noise. Before arriving, we contacted the hotel to ask for a higher floor. They said they’d try, depending on availability, but didn’t say that our category wasn’t eligible for one. At check-in, we were told our room was only on the lowest floors because we had supposedly booked the cheapest category. That wasn’t true. We explained that we’d booked through Agoda and paid significantly more, but the staff didn’t listen or take our earlier message into account. Later, I showed a staff member the Agoda app, which clearly showed the higher price for our category, even above the honeymoon category. They still made no effort to sort it out. There was clearly some kind of mistake on the hotel’s or Agoda’s side. Instead of taking responsibility or finding a fair solution, they brushed us off. Paying more and receiving less isn’t acceptable, and the way they handled something that could have been resolved professionally was very disappointing.

Reception was efficient and helpful. The room can be noisy if you’re on the first floor above the kitchen, where preparations start at 6:30. Breakfast is mostly cold food, with bacon and scrambled eggs that are rarely replenished. The only coffee is the awful standard kind from an urn. The shower’s side panel doesn’t keep water in, so the tiled floor gets soaked and dangerously slippery, with only a tiny mat provided. It’s a nice little hotel in a handy waterfront location, but those are a few things to keep in mind.

The breakfast buffet was okay, and the Wi-Fi was fast. I liked the calm atmosphere around the property, and room service was great. My room was spotless, spacious and nicely decorated, with a very comfortable bed and all the amenities I needed. The location is close to everything but still peaceful and quiet at night. From arrival, the staff were welcoming, professional and attentive. I had an amazing stay, everything exceeded expectations, and I’d happily come back and recommend it to others.