Sofitel Montevideo Casino Carrasco and Spa

Beautiful hotel. Well designed and pleasant atmosphere. From a purely practical point of view, our guestroom could have used a few more hooks and a towel bar in the shower. But, other than that, the guestroom was extremely comfortable, stylish, and very pleasant. The staff were all very courteous, professional and helpful. The doorman, bellman and front desk staff all exhibited authentic hospitality and professionalism. The culinary experience at the 1921 Restaurant was exceptional and the staff there are very engaging and hospitable. They made us feel very welcome and couldn't do enough for us. The team at the lobby bar were excellent! Very courteous and professional. Great experience there! Over all, in my opinion, this is the best hotel in Montevideo. It's not to be missed! Even if you don't stay here, you must come for lunch, tea or a cocktail at the bar. Enjoy the ambience, architecture and hospitality. Really fabulous! We can't wait to return!

The building looks amazing and feels luxurious at first glance, but the experience is far from 5-star. The spa is a joke — no water, no tea, no staff who speak English, and no clue about spa service. I asked for a massage (as advertised), but after 9 p.m., it was “not possible.” Sauna was freezing cold, no staff helped, and I had to figure out how to turn it on myself. The indoor pool is cold too. Despite the high price and beautiful lobby, the service is careless and unprofessional. The room is OK — more like a standard 4-star room. If you’re staying here for a proper spa experience, don’t. Totally not worth the price.

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 the same stay.