Rated 4 out of 5 by sniperwu Room Cleanliness need improvement
Found lots of hair inside the room
November 30, 2012
Rated 2 out of 5 by DKW123 Poor services at the club lounge
Impolite and unprofessional staff and services at the club lounge. When we entered the lounge, it seemed we were invisible - no greeting, no smile, no service! We showed our pass to the staff at entrance and were pushed to another counter. When we had breakfast at the lounge, no one showed us where to sit. Four staffs were chatting at the corner and only one young lady was busy in cleaning up the tables. When I was looking for some tea and getting annoyed, I asked one of the staff who was "busy" in chatting with his colleagues (looked like a captain or manager) whether they were on duty or not, then they started wake up and began to separate.
I found that it was a common attitude amongst the hotel staff that they did not smile, no greeting to customers, and I never heard any hotel staff saying good morning but just one security guard.
Is this the Sheraton culture?
Is this the service level that Sheraton trying to provide?
Is this the club services that Sheraton like the customers to experience?
Are the management team doing their job?
January 17, 2014
Rated 5 out of 5 by Yen622 Best Service Ever
We did celebrate my birthday in Sheraton Macau few days ago. Service was excellent! The staff who picked us up from the airport escorted us right to our room where she checked us in using the tablet. Check-in was so smooth without queuing.
My husband ordered flowers for me and they delivered it with complimentary bottle of wine, box of chocolates and a birthday cake. So sweet of them! We're so thankful with the whole team.
We stayed in the Executive Suite, the room is great while the bathroom is every woman's dream bathroom with a huge dresser. Separate toilet, separate shower and the tub in the middle. For me, that's the highlight of the whole room. Bed and pillows were comfortable too.
A great experience indeed!
June 26, 2013
Rated 5 out of 5 by Vivianng Excellent service at this hotel
The check in and check outwas swift, while all the hotels' staff were extremely attentive.
We noticed that the hotel was very catered to the anticipated large crowd, esepcially so during the holiday season. Very well thought and well planned indeed. No queues at all during both check in and check out process.
The breakfast spread was excellent. Good quality and fresh. Choices were endless.
The rooms were clean and spacious. Bathrooms were also clean, while the towels were fresh and were changed each day throughout our stay.
January 6, 2014
Rated 5 out of 5 by victorgi We are more than impressed
A big thank Joao and Nick for their wonderful arrangements. Me and my companions are delighted with everything: Nick's warm greeting, the remarkable and comfortable suite, a thoughtful call in the afternoon, the great big smiles at the front desk... and all the other little things. You made us feel at home.
Sheraton's meticulous attention to details attests to the hotel's service excellence. You and your colleagues deserve high compliments.
Once again thank Joao, Nick and their gust service and front office team.
October 6, 2013
Rated 5 out of 5 by Lausiir Mr
Great service, Great respect to guest particularly SPG Elite members. Impressive Lounge facilities. Highly recommend to other Guests.
January 16, 2014
Rated 2 out of 5 by DCQC First Stay with Disappointment
Our family stayed in the family suite between the period from 13-16 July 13, but unfortunately, the hotel was hosting an event by the pool on the day we check-in. We filed a complaint about the noise but the management didn’t response immediately and the party music went on and on until past mid-night.
We are so disappointed that a family hotel will make such a decision to host an event knowing that the noises will affect all guests facing that side of the pool, especially with the family suites involved. To minimize the damage, the hotel management should (i) personally inform the guests when check-in rather than just putting a note in the room; and (ii) make arrangement to locate guests with children/elderly to a room which will not affected by the event.
July 22, 2013
Rated 5 out of 5 by bernardcpy Good Hotel
Very friendly staff, very beautiful room
January 14, 2014
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 5 out of 5 by Hengvk Value for money
Good price and good quality service
January 12, 2014
Rated 5 out of 5 by Mike Sheraton macau redefines SPG services brilliantly.
Magnificent hotel - Lobby, Rooms, Bathrooms, Restaurants, Club Lounge, GYM, all exceeded expectations.
Bravo ! to the Management of this hotel. The head Staff were outstandingly helpful and paid detail attention to our needs.
Guest Services, Head Chef and team, Club Lounge Staff all were very helpful, THANKS !
Was very impressed, when we were approached by head staff with salutations and our last name even though of no acquaintance.
Looking forward to visit Sheraton Macau again.
March 4, 2013
Rated 5 out of 5 by SPD80 Best hotel to stay @ Cotai strip
I and my wife spent 5 days at Sheraton at Macau and our experience was nothing less then "WOW".
Our check-in was managed effeciently and the lady at the reception was extremely warm and nice with us and helped us not only early check-in but also gave us an upgrade to one of thier club rooms in Sky Tower. We stayed at one of their corner rooms on 31st floor and the view from our room was breathtaking. Got the SPG treatment and service.
The conceirge desk was quite helpful and efficeint and helped us to plan our trip better. Waiting for my next trip @ Sheraton Macau!!
Thanks for this experience.
December 8, 2013
Rated 2 out of 5 by AshHK VERY DISAPPOINTING SERVICE
On arrival my colleagues and I had to 'instruct' one of your front door staff to help us with our bags. There was no guidance at all as to where the check in was. The lobby area felt like a market with no structure. Once we gathered ourselves, we were shown towards the checkin area for SPG members.
The only think positive about this experience at your hotel as the staff who check us in - Jun Hwang. Very friendly and professional. All your other staff were very unfriendly and their service was shocking.
At your Club Lounge, once we were seated, we actually had to get your staff's attention to serve us a drink. This was after 10 minutes of waiting.
I have never had to deal with such uncourteous and unprofessional staff at an SPG hotel.
December 24, 2013
Rated 1 out of 5 by deshaw12345 Worst ever SPG experience
This is by far the worst SPG hotel experience. I have stayed in a lot of SPG hotels in various countries and other hotels in macau, and i can say with passion that Sheraton macau is by far the worst hotel i have ever stayed. The staffs were unprofessional, and i was not greeted by welcome. The whole check in process was a nightmare. I dont know if it is because there are too many new hotels in macau thats why the staffs are generally unprofessional and unfriendly. My requests weren't properly handled. There were garbages on the hallway. There was no hair dryer in the room and no razor in the room. I recommend to avoid this hotel at all cost.
October 16, 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 5 out of 5 by Ina03 Good Experience
very comfort and convience
January 7, 2014
Rated 3 out of 5 by ylduan Great hotel but poor service
During this trip, my daughter was sick. And I try to get some help from hotel staff. I think they are not helpful at all except telling me all your rules and procedures. I am so disappointed.
October 8, 2013
Rated 2 out of 5 by KevinP worst club room experience
noise from the construction site waked me up early in the morning. Above all, there are so many club rooms that club lounge is very crowed. It looks like number of club room is excessive. On shuttle bus, interval between buses isn't short. it's better take another hotels' shuttle to get to ferry station.
January 3, 2014
Rated 3 out of 5 by mcmag Still a nice hotel with nice room just some minor issue
Overall the Room is very good but some minor issue.The closure for Maintenance of the wellness facilities: the steam+sauna both closed at noon for more than one hour, as it was my single night stay & will check out after that, which means I had no chance to use either of them. A little bit disappointed.
January 1, 2014
Rated 3 out of 5 by Pooja11 Not satisfied
Was not upto mark of expectation. hospitality lacking below par. breakfast arrangements on makeshift basis and spread was below international standards .
January 3, 2014
Rated 5 out of 5 by Godscoop One of the best hotel in macau
I'm a SPG member, every time I come to macau I stay in this hotel, overall the rate, service, comfort and cleaninless are excellent.
January 3, 2014
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 4 out of 5 The "Shine Spa" is so good!
They give the 10%-15% off for the SPG guest !
I got the "Metal- 24K Gold Massage" and it is very good....u will have your own shower and restroom inside the treatment room.
The place is quiet but without the outside view.
please try..... if u are there ^0^/
August 8, 2013
Rated 5 out of 5 by Fcgc This hotel has great staffs and gret location.
My family and I stayed at this property for two nights. We loved the free shuttle services from the pier to the hotel and to the local area. There are always lots of staffs at the lobby and reception area to assist us. They all are very friendly. If we visit Macau again, will stay here again.
January 22, 2013
Rated 4 out of 5 by Leviruth hotel is exemplary
very accommodating staff, clean rooms, spg preferred clients are given special treatments
January 3, 2014
Rated 5 out of 5 by spencertorpy Great room and lounge
I had 4 rooms for a 5 night stay. The best Sheraton hotel I have ever stayed in. The club facility on the 4th Floor is great. Location is great. New bridge to walk over to the Venetian is nice. Everything was great. The staff were excellent. Nothing but perfect.
May 7, 2013
Rated 3 out of 5 by chicmec Could have done better
What I liked: the bathroom, spacious. What I disliked: the leftover (cotton buds) not entirely disposed of.
By the way, the furniture appeared to be old-fashioned - solid wooden block, lifeless.
Also, the staff member (a male one at around 6pm 25 Dec in the FEAST) should have replied in a better manner.
December 30, 2013
Rated 5 out of 5 by Gerdy55 This hotel has an amazing club lounge
We enjoyed our stay in this amazing new hotel. Great features and very convenient to go in the integrated shopping center. Amazing club lounge at the 4th floor with very experienced and friendly staff. We'll for sure recommend this hotel to our friends.
December 31, 2012
Rated 4 out of 5 by mindy79 hotel has great staff
staff were great in service. hotel near to venetian and hard rock hotel which is just an overbridge away. good for comfort stay too.
January 2, 2014
Rated 5 out of 5 by Kensinton Enjoyable stays in Macau
I have an enjoyable stays with Sheraton throughout my stays. The bed and pillows was so comfy and it really help us to sleep well. The staffs was polite and helpful during our stays. I strongly recommend this hotel to my friends and family.
January 3, 2013