Sheraton Colonia Golf & Spa Resort

We had a very disappointing stay at Sheraton Colonia, largely due to poor food options, service and an incredibly defensive, uncaring manager - Delfina Mendoz. From day one, it felt like this hotel does not understand hospitality, and it absolutely does not know how to treat loyal, top-tier guests. Manager - Delfina Mendoz - confrontation at check-in + refusal to escalate At check-in (our first day), the manager confronted us immediately and refused to provide the best available room despite clear availability and our top “Titanium” status. She also insisted that larger suites “cannot accommodate children,” while smaller rooms can — a policy that makes zero sense given that larger suites obviously have more space. When we asked her to escalate the issue to the general manager and provide the name/contact, she refused. There was no follow-up the entire week, no solution, and not even a basic apology. It genuinely felt like a lack of training combined with a complete lack of care. Adding to the uncomfortable vibe: on multiple occasions we saw the manager sitting behind a milky glass window, clearly watching and staring at us as we passed, seemingly thinking we couldn’t see her. Very strange and unwelcoming atmosphere. Hidden / unreasonable charges (kids & basic necessities) This hotel is the only place I’ve ever seen that charges: • $70/day for a cot for a child • $18/day simply because a child sleeps in your bed (even in a suite!) We were told at check-in that the $70 charge was for the cot, but we were not told there would also be an $18/day fee even if we did not take a cot. We only discovered that at checkout. That’s unacceptable. Language barrier at reception and dining Only a few reception staff speak even basic English, and at breakfast/dinner almost nobody does. Communication was consistently difficult. Food situation: you’re trapped, and the quality doesn’t match the price The hotel essentially forces you into eating onsite: • Practically only one restaurant is open daily • The bar/lobby area is closed most of the week • Menu is limited and overpriced, and they charge in USD instead of local currency, with prices comparable to (or higher than) the U.S. If the food was outstanding, fine — but it’s very average. We had spoiled/smelly olive oil, stale bread, and generally underwhelming meals for premium prices. Examples (real prices with 22% VAT included): • Grilled salmon: $32 → $39.04 • Caesar salad: $18 → $21.96 • Gin & tonic / Aperol spritz: $16 → $19.52 • Orange juice: $6 → $7.32 • Bottle of wine: $50 → $61.00 Breakfast: poor quality + poor service Breakfast was consistently weak: • No fresh orange juice • No bottled water • No eggs made to order • No espresso We only received one espresso after we argued about it and asked what they do for top-status guests. Nothing was offered proactively. There was also a constant lack of basic service: plates missing daily, buffet bowls empty and not refilled unless requeste

Staff was very friendly and I love their customer service. Hotel is beautiful but you also notice that its in need of an upgrade. Still is a very good Option with many things to do!!!

Beautiful hotel, gorgeous facilities and great staff. It was a perfect stay.

This is a large resort with a lot of families w kids, many loud ones. The location is good if you're looking for peaceful surroundings but terrible in terms of the historical center. It's 60-90 minutes walk to anywhere you want to go in the center, Uber doesn't work and taxis are expensive and hard to get from the street. The one that the hotel called for me overcharged us so you found a different one and contacted him directly afterwards. Should be no more than 400 uyu per trip they have bicycles for loan but since they require you to return them by 7:00 p.m. they are fairly useless for dinner plans. Check in was pretty slow and disorganized, Plus they make you wear a stupid bracelet like an all-inclusive and they insist that you go somewhere else to make a booking for breakfast reservation. Not very five star experience. We got a nice upgrade for Marriott status and also a nice welcome plate of sweets left in the room later. Bed was very comfortable, towels were not in good condition, room and bathroom were dated and the rug was dirty and had a huge ripple in it. Renovations needed all around. Breakfast was pretty good buffet, not quite five star international standard but decent compared to the other four star hotels we stayed at in Uruguay. Grounds are nice for taking walks and for jogging, going to the beach. Overall not a bad property if you have a car or don't mind being a bit isolated from the town. We were happy for a short stay but if you plan to spend a lot of time in the barrio historico it might be better to stay somewhere closer

One of best options in Colonia del Sacramento. Hotel é bom, ao final de Colonia em bairro seguro com lindas casas em volta, campo de golf, piscinas aquecida interna e externa e bom café da manhã incluido. Os quartos são relativamente espaçosos. Ponto negativo que tentarem me cobrar tarifa de resort fee de 60 dolares, ao que notei que o real eram 22 dolares. No mais tudo certo. A academia é boa tambem com equipamentos life mas necessita modernização. No geral o hotel esta um pouquinho datado. Do centro histórico é um pouquinho longe se não estiver de carro ( 5km). Dica tambem das vinicolas em carmelo ( 70-90km).