I'm honestly devastated to be writing this, but our recent stay at Ushuaïa on 1st August 2025 was…read moreone of the most stressful, disappointing hotel experiences I've ever had--particularly upsetting given the high cost (over £1300 for one night) and that this was meant to be a special anniversary trip.
We booked the "Anything Can Happen Suite" expecting a seamless and celebratory experience. Instead, what happened was a cascade of failures that left us feeling ignored, degraded, and frankly shocked--especially in a hotel that markets itself as luxury and inclusive.
Check-In Disaster:
We arrived at 3:15 PM and were told our room wasn't ready. Fair enough--initially. But no follow-up, no communication, and no apology. I had to chase four times at the desk, only to be met with robotic, dismissive responses and rude attitudes from the front desk team. No manager was ever made available to speak to us, and we didn't get access to the room until close to 6 PM--almost 3 hours later.
False Promises About Accessibility:
Before booking, we called multiple times (myself and two friends separately) and were explicitly reassured that our disabled guests could move between the room and the event area throughout the night. This was a key factor in our decision to book. When we arrived, we were abruptly told this was not allowed. My disabled partner and friend were essentially trapped--unable to re-enter the event area if they left for rest or toilet access. This left them distressed and humiliated.
No one--not reception, the "experience team," or the box office--offered a solution. The finger-pointing and lack of care was appalling. For a hotel of this profile to treat disabled guests this way in 2025 is disgusting and potentially unlawful. We felt lied to, ignored, and abandoned.
Special Occasion? Completely Ignored.
This trip was also our anniversary. I had planned to propose but didn't--because the entire day was ruined by stress and mishandling. No gesture, no questions, not even a "congratulations." No support in planning anything. A complete emotional letdown.
Sexual Comments from Security:
To make matters worse, some of the security staff made inappropriate, sexual comments to our female friends--including "your ass looks nice in that outfit" and "give me a shout later, sexy." This is completely unacceptable, and I am disgusted that this was brushed off when raised with the hotel.
In Summary:
* 3-hour delay to check-in with rude service
* False promises and complete disregard for disabled guests
* No acknowledgment or support for a special occasion
* Inappropriate, degrading behaviour from hotel security
* No apology. No resolution. No refund.
If you're looking for a hotel that actually delivers on luxury, respect, and basic accessibility, Ushuaïa is not the place. I'll be pursuing this with the tourism board, disability rights organisations, and legal channels. Guests deserve better--especially in a venue claiming to be world-class