Rated 5 out of 5 by eadedp Enjoyable weekend break
We arrived in Macau by Cotaijet and the hotel shuttle was waiting ready and left the terminal in just 5mins getting to the hotel lobby entrance in 10mins.
The lobby was busy and signage to the Club check-in lounge could be clearer in the lobby. Once there check-in process was seamless and were quickly in our room.
The room is on a high, non-smoking floor (although unfortunately some guests choose to ignore this as we smelt smoke passing by their room a couple of times).
Hotel is just a year old so rooms were well appointed, clean and modern. The beds really comfortable and bathroom a good size with separate shower and bath,
The included late afternoon hor d'oeuvres buffet amazed us in variety and offering inc. drinks, we thought this was great value. An evening swim in the outside pools finished a relaxing day.
The breakfast buffet was again very good, serving a large selection of choices, unfortunately I was not feeling too well so didn't get chance to check it out although my wife enjoyed it. Peter in Guest Services on finding out I was not well was very attentive and helped as much as he could to assist.
We will come back here again, hopefully next time the weather won't be so wet...
October 5, 2013
Rated 3 out of 5 by harryL Staffs need more professional trailing
uncleared direction when i asked for express checkout. once i got to the Preferred Guest counter, there were no one there. couldn't find the express check out box either. couldn't find a Preferred Guest line too. so who am i to SPG in your property.
October 5, 2013
Rated 5 out of 5 by Lawren My family liked the hotel.
7 of my family stayed the hotel for 2 night. We liked our rooms were close to each other at same floor. We asked baby clip. They prepared the baby clip, and baby gown, baby bath tubem etc. Staff at concierge was so kind and they really tried help my need. The paper of famous location of Macau written chinese and english to give taxi driver was greate idea and helpful. The staff at swimmingpool were also very kind and willing to help with air tube.
October 1, 2013
Rated 4 out of 5 by Verified Reviewer So good hotel
Overall, the view of rooms are so good. However, cancellation of members' priority for free internet inside the room are mostly disappointed!!!
September 30, 2013
Rated 4 out of 5 by Winetasting Letter of Appreciation
I would like to convey my thankfulness to Sheraton Macau Customer Relation Team, it made our stay wonderful and comfortable. Just like staying home!
The Club Lounge staff rendered an excellent service and demonstrated a professional level of customer care.
A small remark on the Shine Spa, I went with my wife to patronage a massage/therapy but it was interrupted badly by the noisy environment. Every 10-15 minutes, there were bumping and drilling wall sounds and it made us a bit annoyed. We have not well informed before we started our treatment and then not being relaxed during the course. However, the therapists were very skillful and this contributed a lot afterwards.
Hope this can be improved and personally I was embarrassed becos I recommended this to my wife. But I have good experiences from other Spa centers in SPG hotels before.
Overall, this was a great time to stay in Sheraton Macau and for sure we will come back before end of this year!
September 29, 2013
Rated 3 out of 5 by Traveller828282828 My experience
No free wifi in rooms
Staff not friendly
Lack of communication from staff on directions and how the floors work in regards to your room number.
Rooms very very basic
Not offered any maps of the facilities
September 27, 2013
Rated 3 out of 5 by CandyCandy F&B and Facilities
The staffs were nice and friendly, but still need to improve. Overall, my stay in Macau Sheraton was good. There are few points I would like to point out.
They did not arrange rooms on SPG floor with better scene for Gold member, until we raised for request. At first, they only arranged us on low floor with the scene of facing to the roof top of the opposite tower, even though the hotel was not full house. After I called the front desk for request, they finally arranged rooms on SPG Floor with better scene to us.
For the F&B, the food quality in the Bar was good, but for the "Feast" restaurant, the foods were too salty and only provide buffet, hope the Chef can improve later. Besides, I would like to recommend to give the hygienic knowledge to the staff, when I having the buffet in "Feast", I saw the staff in the dessert counter, just use her hands to pick up the cakes directly to the guests, although she was wearing the plastic glove, but her plastic gloove touched many things before giving the cakes to the guest, really un-professional. Please also improve the booking policy of the "Feast", even though I had booked the table a week before via the internet with confirmation number, they still need us to line up outside the restaurant. The situation just like in a canteen, instead of a hotel's restaurant.
For the swimming pools, all the pools are so small, we did not have interest to swim at all, and that’s also the reason why I would not recommend staying at here during summer holidays.
At last, I would like to say that many guests are from Hong Kong, why there are no staff speaking in Cantonese? All talked with us in Mandarin / English, even though they knew Cantonese.
September 25, 2013
Rated 3 out of 5 by BChan The biggest disappointment with the largest Sheraton
I am an SPG Platinum member and a very frequent traveller. There are plenty of hotel choices in Macao but I chose to stay with Sheraton Macao Cotai Central solely because of my loyal with Starwood. As usual, I made by booking through the SPG website and everything was normal. Yet, my first disappointment was the very first moment when I check-in.
Arriving in Macao at 7am, I just wanted to leave my luggage at the hotel as I have a meeting to attend immediately at 9:30am. It is very nice that the hotel has a designated area with several counters for SPG elite guests. I approached the only counter that has stationed a staff and stated that it is okay if they don't have rooms ready now; I just wanted them to keep my luggage and give me an access to their lounge for some computer work. The staff replied to me that the normal check-in time is 3pm and if I want to be ungraded to the club level and have access to the lounge I need to pay $500 extra per night. I was so surprised because as if she couldn't understand me. I explained to her again I did not need the room now and lounge access should be a benefit for Platinum guests. And at that point I realised she couldn't understand English well and I guessed she is from China. I switched to Mandarin even though my Mandarin isn't very good and repeated what I've said to her again. She told me from her computer there was no record I am an SPG member. I passed her my membership card and she immediately said if I am a platinum member I can check in at their executive lounge, in an attitude that she didn't want to serve me anymore and want me to leave. She didn't even tell me where the lounge is until I asked her for direction. She just pointed at certain direction and spoke out the location. The hotel is the largest Starwood property in the world with 2 high blocks and a large entertainment complex. Without any clear signs to the lounge and carrying some heavy bags it wasn’t a good experience.
The problems are obviously. The staff is poorly trained and couldn’t even meet the minimum standard. The elite members area and lounge check-in should originally be a plus to guests. Yet, even the staff serving elite members are not professional I couldn’t imagine those serving the rest of the thousands guests. And I want to point out that it is a benefit to check in in the lounge but I could still check in at the elite member counters or even normal check in counters. It was more like the staff wanted to kick me out of her zone as there wasn’t the place I supposed to be. And, it is the very first time I check in a Starwood property and they couldn’t find my membership number in the reservation. We are now in the 21st century and I always make reservations through spg.com after logging in my account.
It spent me quite some effort to reach the lounge and the check in here was much more professional. The Filipino staff spoke good English and was very polite and she managed to recognize my SPG status from her computer. It was strange the staff at the lobby could not. I was happy that I was upgraded to the standard suite and they had the suite ready at that moment. So, I decided to leave my bags in my room first and head to my meeting. To my astonishment, the lines for the lifts were so long that under rough estimation there were at the very least 1,000 people there and the people were in the same uniform. I asked the staff about the situation and they replied that there’s a corporate incentive programme and they checked in 3,000 rooms at the same time. That was a total nightmare. Even each room only accommodates one guest there are 3,000 people holding their keys and waiting to go to their room. I gave up my plan and go back to work at the lounge.
I stayed at this hotel for 3 nights. Besides the under-trained staff, the biggest problem I have observed with the hotel is their operation capacity due to their biggest size. Biggest doesn’t mean the best nor does it imply a lot of capacity problems will necessarily follow. But with its bigger size, there must be much better work on planning, management and control to keep the standard that meets up with guests’ expectations. The hotel did not do good planning in its physical design. The lobby and aisles are too small and narrow to handle that large amount of guests; leading to very crowded and packed situation. I am sure they could be bigger and wider but the management chose to lease out some of their aisle space for retail shops and casino and a portion of the lobby area for food and beverage to maximize their revenue. I understand everything is about money but I want to raise the point that it ruins the overall guests experience and that experience is where the money comes from in the long run. Other examples for the problem are all about the long queues, for taxi, shuttle bus, lifts, check in and outs, luggage claims etc. My advise for other guests going to stay at this hotel: reserve more buffer time to go out from the hotel during daily peak check-out hours because it will take an hour waiting at queue to get into a taxi.
To be fair, this hotel has good interior decorations and house keeping. The executive lounge and the breakfast in the lounge are with the best quality that I have experienced in any other hotel under the Sheraton brand. My final suggestion to the hotel is to add more personal attention to delight each individual guest. It may be harder to do in a hotel with 4000 rooms but it has to and can be done. Or at least start doing it with your elite guests.
I will definitely not stay at this hotel again or recommend this hotel; unless there are major improvements in their staff and service quality and operation failures.
Thanks for reading.
A platinum SPG member
September 25, 2013
Rated 2 out of 5 by hotelhopper Not impressive at all, needs many improvement
- No platinum recognition at all, other than the complimentary upgrade and the room key holder.
- Staff doesn't care about which language I was speaking. They insist using mandarin no matter I used Cantonese or English. I felt completely disrespected.
- There are two towers - Sky and Earth. The front desk staff only wrote tower 2 in my room key holder, but never tell me whether tower 2 is sky or earth tower. And, none of the sign indicating that. It is so disappointing.
- In most of the Sheraton properties, staff usually guide the Platinum member to the club floor to check in. However, I was left in the line and the SPG check-in desk was occupying by a non-SPG member. That's losing the meaning of SPG recognition.
- The room is average, smaller than expected. The housekeeping is most helpful, comparing to those in the lobby and front desk.
- I would expect a little card or flyers to introduce the shuttle transportation, it is quite lost to find the bus stop and the destinations provided.
September 23, 2013
Rated 4 out of 5 by Cheris SPG service
I sent a email for special request in advance from reply SPG email. Unfortunately, I found that when I check-in in Sheraton Hotel counter, all my request are cannot meet due to fully book (replied from the hotel staff). I have a little bit disappointed for such arrangement as I have already sent my request before arrive.
September 22, 2013
Rated 5 out of 5 by saltycaramel 3rd visit
this is my 3rd visit to sheraton macau, and everytime i had a wonderful time. the room was very cozy and comfortable, every staff i experienced was kind.
only on the first day when i called the guest relations and asked for hair dryer, they did not bring it for 30 minutes, that was the only one which disappointed me, but other then that, whenever i asked for something they were very fast and kind.
im planning to visit macau soon and i will definetly choose sheraton macau for my next visit.
September 21, 2013
Rated 5 out of 5 by Kimberly868 Good location and close to shopping
I chose to stay at Sheraton Macao for my honeymoon and I was surprised that the hotel had upgraded my room to a suite prior to check-in. My flight time was at staggered times, not within the standard check-in and check-out times. Thereby I requested for early check-in and late check-out. The front desk staff at the Club Lounge were very accomodating and provided me with a 12.30pm check-in time and 3pm check-out time. After checking-in, the hotel provided me a complimentary bottle of red wine and chocolates on the celebration of my honeymoon; this little token really made our day. The bed was really comfortable and helped to give us a good night's rest after a long day of sightseeing. The front desk staff at the Club Lounge were especially friendly and I know the hotel has many guests; being able to be recognized by face certainly enhances the personalized experience. The concierge were also efficient and provided travel routes to the places of interest. Overall I highly recommend this hotel and plan to come again.
September 18, 2013
Rated 4 out of 5 by Boon Service need improvement
Although overall a good stay as the property is pretty new and well maintained with pleasant enough service although somewaht inconsistent. Upgraded suite was lovely and spacious with green choice offered . Elite club lounge operate throughout the day with a variety of snacks and drinks offered between breakfast and evening cocktail hours. A huge property attached to a large shopping mall as well as a casino. Easy access with complimentary shuttle bus.
September 18, 2013
Rated 5 out of 5 by cutecenz this hotel has great location and
the room is quiet clean and comfortable, very very good hotel to stay but staff English language skills need to be improved.
September 17, 2013
Rated 3 out of 5 by Fung Need Improvement
This was my second stay in Sheraton Macau. The staff in both the check-in counter in Earth Tower and swimming pool is not helpful and polite.
September 16, 2013
Rated 3 out of 5 by Ed0115 Room is good but staff in restaurant & changing room for pool needs improvement
It is the second time I stayed here. Sheraton's rooms always meet my expectation and provides a clean and comfortable environment for rest but last time I've got free in-room wifi but I need to pay MOP120 per 24 hours. It is free at the lobby and no wonder a lot of people were sitting outside the casino for using their phone.
Breakfast is provided in Feast and staff was soso there. As my last stay, some staff will not let customers walk first but compete with them instead. They simply block my way for food. I had also have my first experience that the staff put a tray of forks & knifes on my table too. Having said these, Feast offers a good variety of food with reasonably taste.
I used the swimming pool twice. At the first visit, the used towels were left on the floor and there was water leaked from the ceiling (probably from air con). The condition of the ceiling could tell it was a long lasting problem.
No sign told guests there were two lift lobbies and it usually takes me 5 minutes to wait for the lifts.
September 15, 2013
Rated 5 out of 5 by JL75 Wonderful hotel, great value
Overall the hotel facilities and service met my satisfaction during the conference, and service delivery is in-timely, the only suggestion is the Feast restaurant new associates requires more training to improve the service level, others were all perfect.
September 15, 2013
Rated 4 out of 5 by Expatnchina Nice location
Over all ok, the hotel itself is nice. Not a good spot to catch a taxi, the taxi lines are always 30 deep. I stayed at the Sheraton to escape the Chinese crowd but no escaping. The pool is nice but after watching a man repeating spit in the pool we left. The rooms are nice but the walls are thin. We could hear our neighbors very clearly. I'd stay again but I know what I'm getting into next time.
September 15, 2013
Rated 5 out of 5 by Houziren Big heart in a big hotel
I was pleasantly surprised at the finish, detail, cleanliness and staff friendliness, especially given the size of the hotel.
September 15, 2013
Rated 4 out of 5 by Verified Reviewer Great hotel
I was staying in room 2037 during the Starwood Div Conference. The room attd that did my room is great. I cant recall her name but can you please thank her on my behalf. The room cleanliness and tidiness were superb, Great Job!!!
September 14, 2013
Rated 4 out of 5 by Mithian12 This hotel has great meeting facilities
I enjoyed my overall experience in this property. The only concern i have is the green choice- i choose to participate during check-in. I understand that the room will not be make up, amenities will be replenished. The next day after the conference (of course the room is messy) i walk into the shower cubicle and fall down. The bathroom areas also not been wiped clean. Immidiately I cancel my choice of participating in the Green Choise as i have a concern on safety issues.
September 13, 2013
Rated 5 out of 5 by concorde01 beautiful hotel
very nice hotel, great room, staff very friendly, but some of them must improve english.
Hotel for chineese, everything is in chineese, no traduction in english.
September 13, 2013
Rated 5 out of 5 by Tony Best hotel in Cotai Strip
Stayed in Sheraton Macau 3 times and it never disappoints. Comfortable rooms with practical layout. Though hotel is always busy wtih many guests, the restaurants and lounge services are just first class! From the floor to front desk, associates are always there with a smile.
September 12, 2013
Rated 4 out of 5 by wiLLiamW Relaxed stay
I have enjoyed a relaxed stay in Sheraton Macao. The bed is very comfortable and allows me to have a nice sleep.
September 2, 2013
Rated 4 out of 5 by dyip99 Happy with the Services
I booked 7 rooms for my father's birthday. and staff was very helpful. i requested the Sky tower and all rooms to be on the same level which was ready when we check-in.
The only thing I'm not happy with are the SPG membership which i can't get the star points even i paid and booked the rooms.
September 2, 2013
Rated 5 out of 5 by Annie56 this hotel has innovative idea on the swimming pool
The Sala pool is well designed, enabling a small family of its own to have fun without others interruption. My 8-year-old nephew and 5-year-old niece have great fun of playing in the pool. Marvellous indeed. When they move to another pool which is designed for adults, they see the difference, and enjoy themselves with the adults too. The summer vacation leaves them with fond memories, in particular Macau.
August 29, 2013
Rated 5 out of 5 by LouisLEI Nice Stay with Sheraton Macao Hotel, Cotai Central Again
Nice stay with Sheraton Macao Hotel, Cotai Central Again this time but I still get something to say and I wish I can see the improvement when I come again.
1. Nice arrangement about the buffet breakfast. Last time all in-house guests make the Feast like a market and the restaurant have to make the breakfast time till 11:00 because the long waiting line. This time I had my breakfast in Caspian Ballroom, same nice food and nice place for breakfast. Also I would like to suggest people bring their coat to the ballroom because I was almost frozen in it and the lobby get same situation.
2. No welcome gift this time, I got Macaron last 2 times but this time nothing from hotel. So i just wondering is it random gift or it's especially for gold members?
3. SPG Recognition just average because i made a late checkout requested at 4:00PM but finally I just got it at 2:30PM. It was luckily for me since i went to airport after that and my flight was at 5:00PM. just assume the flight would be at 7:00PM, and I checkout at 2:30PM, i really don't think Sands Cotai Central get such good shops for teens to shopping or going around.
Looking forward to next stay wish Sheraton Macao Hotel, Cotai Central soon! I'll be back on Sept!
August 28, 2013
Rated 4 out of 5 by fishpmr Nice hotel in Macau
More special offer to membes should be much better and attractive for Sheraton Macau.
August 28, 2013
Rated 4 out of 5 by hfso This hotel needs to provide free wifi
The hotels nearby provide us with free Wi-Fi, why we need to pay for Wi-Fi in the hotel? The
staff are friendly and very polite. They have provided us a very warm service.
August 28, 2013
Rated 3 out of 5 by anymak128 this stay was disappointing
our room was not ready when we arrived, we went out for 1 hour and when we returned the room was still not ready. The carpet was very dirty in the room.
When we try to check out, the guard by the SPG area insisted that my husband had to show him the SPG card to get to the SPG desk, but I only have the electronic one in my phone. So my husband had to take my phone while I had to tend other things and my child.
The dinning experience with Dream works was the only thing we were happy about.
August 26, 2013