Rated 2 out of 5 by Siujo Sheraton Macao brings disappointment
I booked the hotel room and transportation through the travel agent in one go to save time and effort. As I wanted to request for a non-smoking room with king-size bed, I wrote an email directly to Sheraton Macao. In the email, I clearly informed the officer that I have already booked a room (with my personal particulars and date of stay) and would like to add a remark to my booking. Sadly, the officer handled my email unconcernedly and gave me a room quotation instead. I have never expected such heedless working attitude or poor language proficiency from Sheraton Staff.
New but not worth
I regretted choosing Sheraton Macao instead of other big brand hotels. Sheraton Macao should be a 5 star hotel, right? It charges 5 star hotel rates but gives 1 star experience. Maybe the hotel has a lot of rooms, that's why the lobby is crowded with people (both staying at the hotel and those visiting the casinos). I feel like I was in a busy train station instead of a 5 star hotel. If you are looking for a quiet and relaxing stay, please do not pick this over-crowded hotel. Furthermore, free internet service should be very very common in a lot of places and hotels. It charges 5 star hotel rates, but no free wifi service is available at the room (even I am a SPG member). Staff at the front desk and concierge were not frinedly, they served us or answered our enquiry in such a rush. We feel like they just wanted to get rid of us and send us away asap.
The staff suggested us using the express check-out to save time. When we arrived the lobby in the morning, it took us quite some time to locate the express check-out counter. The express check-out counter was only a table with two staff. All the customers surrounded the table for checking-out. There was no queue and it was crowded as a wet market. We had no clue where to line up and everyone was pushing forward to the table. We have never expected such chaos took place in a Sheraton hotel.
The overall experience of our stay, from booking to checking-out, was disappointing. We definitely will not recommend this hotel to our friends.
And we don't understand why booking through travel agent cannot gain points to my SPG account.
Anyway, we preferred to stay at other hotels in the future as Sheraton gave us such a disappointing experience.
March 10, 2014
Rated 5 out of 5 by Tonythai Good transportation
Free shuttle bus for many places.
It's so grand and splendid.
This's worth staying.
January 26, 2014
Rated 5 out of 5 by MH88 Best of the Cotai
The Executive Suite is great. The décor, the ambiance, and the comfort of the room are simply the best. Staff was a great help and always cheerful, even though it was crowded at the hotel.
December 27, 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 3 out of 5 by LouisLEI Better then before
This is my second time to stay in Sheraton Macao Hotel, Cotai Central.
Obviously this time, the speed of checkin get faster and Sheraton get a Starwood Preferred Guest® member’s reception now, it's more convenient for me because last time, I spent around 20 more mins in chekin!
March 26, 2013
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 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 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 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
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 3 out of 5 Good follow-up service
front desk allocated the wrong room to me (i need a non-smoking room but i was assigned a smoking room). luckily, the guest service staff acted quickly and show their regrets and help transfer to another room.
November 29, 2012
Rated 4 out of 5 by Ben2012 A Sheraton achievement
A great milestone for SPG as the world's largest Sheraton and the biggest hotel in Macau. Everything is grand here, and the connectivity to ferries, shopping, other hotels, etc. is very impressive. Convenience is key, and the hotel offers very good service in this aspect.
Check in and check out services are also impressive and efficient. I can't for the Earth tower to open.
The rooms are nice and clean, although the particular room I had this stay had an unpleasant view. I also usually like to have the club lounge on the top floor, or at least on a higher floor. This property has the lounge on the 4th floor next to the many meeting rooms. This takes away from the exclusivity.
The service and staff are well trained, but it would be a good idea if they had their spoken language on the name tag. Being multilingual myself, it was not much of an issue, but I found myself needing to switch languages often when speaking with the staff. I can see this as a problem for guests who are not multi lingual.
All in all a great experience. I hope to return and stay at the Earth tower soon.
January 18, 2013
Rated 4 out of 5 by dida Mr
The hotel is nice. The receptionist and concierge staff are outgoing and helpful. It's a pleasant stay to me and my wife.
May 7, 2014
Rated 3 out of 5 by anawim pretty good!
The staffs are very kind and room is clean and quiet. But the robby is little bit noisy, so I could not enjoy my afternoon tea time
May 6, 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 5 out of 5 by Cecil Very good
Check-in took me more than half an hour is unacceptable. But staffs are very friendly and warm welcome.
Room is clean and I love the TV credenza in the bedroom so much!!
January 22, 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 4 out of 5 by YWai Excellent service from the management and staff of the Sheraton Club
We have just come back from a two-day stay at the Sheraton Macao Hotel. We were very impressed with the management and staff of the Sheraton Club. The hotel was fully book and crowded with the Chinese New Year. Even with this influx of guests, the hotel provides prompt and attentive service to us right from our time of checking in to the time of checking out and getting our luggage. A special thanks to the Front Office Manager - Club. He gives us very attentive service and I saw him everything during the day: breakfast at Club, check in counter and then even cocktails again at the Club. The service makes our family holiday a very enjoyable one.
February 14, 2013
Rated 4 out of 5 by dopaa .
friendly staffs in club lounge
May 6, 2014
Rated 2 out of 5 by ShanghaiShanghai There are a lot items the hotel needs to improve.
Not satisfied with the services provided by the hotel, especially for a Platinum member.
December 5, 2012
Rated 5 out of 5 by Legend1 Good!!!!
Very good location and services,as well as it 's the world largest Sheraton Hotel
January 14, 2013
Rated 3 out of 5 by VSEA Ms.
Could be better specailly the Girls at the SPG Guest counter.
November 26, 2012
Rated 5 out of 5 by Rosita Sweet stay with great service!
I stayed at sheraton Macau for 2days.
The room was upgraded from executive suite to Delux suite. It was the best hotel room we have ever stayed in. The hotel & room condition was very nice but the most impressive part was a club lounge receptionists. They were awesome! I had great memory with sheraton macau's outstanding staff.
And one female staff helped us well to buy a turbojet ticket, check-out & others. I would like to say "thank you so much". I don't remember her name but I remember her great services. Sheraton macau changed the image of sheraton hotel. I will never forget it & would definitely book in this hotel in the future. Thank you!!
March 5, 2013
Rated 1 out of 5 by Frustration2013 Dec 2013 trip
Being a frequent traveller staying in Renaissance Hotel and Taipei Sheraton, your hotel would be my worse hotel for all my travels in 2013!. The hotel is grand in its own right but your staff are unfriendly and rude. From check-in to baggage pick up. For the former my luggage tag was with my husband who was away and i needed my luggage so i can prepare milk for my wailing babies and she outrightly in a smug expression just refuse to hand over my luggage even when i can provide luggage lock codes and suggests to provide the luggage tags when my husband returns. My happiest moment when the coach start pulling away from hotel towards the ferry terminal.
December 24, 2013
Rated 4 out of 5 by Kenneth Nice hotel but still needs improvement in some area.
Nice hotel, helpful staffs, lounge exceeds expectation, but needs improvement in internet as it is unstable, lagging often happens. Fine in most cases, but if you are playing online game or watching movie, the connection is not adequate. I tried the connection at the adjacent hotel lobby which is free, it works. I reported this during previous stay, but respond is disappointing. Hotel IT team said it is because of the demand of my online game. I agreed that my game may be demanding, but I do not have problem in other hotels or even the adjacent hotel lobby. Hotel should investigate and find why their internet system is not performing.
January 29, 2013
Rated 3 out of 5 by Priss73 Great rooms pity the smoke
Stayed here with 2 kids. Loved the family themed room option. A couple of gripes:
1. The pungent smell of smoke once you leave your room. It is everywhere and I mean everywhere. I am asthmatic and had to use my inhaler everyday twice!
2. Selection of sundry items in their gift store were poor at best. We have a 2 year old requiring milk, which was impossible to locate. Also snack selection was extremely limited.
April 24, 2014
Rated 5 out of 5 by RayMM1 Huge hotel with good service
The hotel is HUGE. It is not really a gorgeous casino hotel in a Vegas style, but comfortable enough for family getaway. roomour SPG gold membership was well recognized at the club lounge check-in, we’ve booked a club level and got the upgrade to a suite because this is our anniversary trip, so sweet! The club lounge is really BIG and have separate dining area for even cocktails and breakfast, and also separate resting area with sofas for just a tea or snacks. The evening cocktails was a real buffet dinner, this is the 2nd best club level evening cocktails that I have ever had in terms of the food variety! We don’t need a full dinner after that…
The service is superb, probably the best Sheraton brand hotel that I have ever stayed including the States and Asia Pacific.
The staff in the club lounge are all very friendly, and housekeeping staff are all professional too! We had a bit trouble with the facility in the room, and called housekeeping. The manager came and checked the issue, and right away moved us to a new room without a doubt. So efficient! In addition, we also received a handwriting apology card, a bottle of wine and some fruits at night. This was so much different from the hotel that we’ve just stayed in Maldives where we had similar problem, but nobody cared about us while we paid more than $1,000 per night there.
The only small problem is the swimming pool. There are two pool areas, both are not big enough comparing to the hotel size, and WIFI reception is not that good. The water in whirlpool/jacuzzi was cold, not warm enough to use in May.
Overall, we like this hotel, and will definitely come back again when we visit Macau next time.
July 4, 2013
Rated 5 out of 5 by BradJill Sheraton Macao: Recently opened family friendly hotel with all the comforts without the crowd
Our review can be found on Tripadvisor (29 May 2013). See text version below
We recently stayed at the Sheraton Macao hotel and were very pleased with our experience here, finding all to have met or exceeded our expectations for Sheraton brand hotels.
Reservations were made online through the hotel website a couple of months prior to our visit.
The hotel provides complimentary shuttle service from the Macau ferry terminal (and airport), leaving every 15 minutes through most of the day. We also used the hotel's additional shuttle service to various points (Galaxy, Venetian and Sands Hotel) in the city
Check-In: Quick (<10mins), and we were able to check-in early which is always nice!
Room: Spacious deluxe room with modern furnishing and floor-to-ceiling window with a generous view of the Cotai Strip and pool area. We had quite a relaxed stay here and found the king-size bed and lounge/ working chairs to be comfortable. The room safe was commodious. Other amenities we liked: coffee/tea making facilities, fridge well-stocked with decently priced drinks and very fast wifi and reliable internet service.
Bathroom: Equally spacious bathroom with shower and separate tub, all in perfect working order, what we would expect in a 4-star hotel.
Hotel grounds: We really liked the Pacific theme of the Sheraton hotel and adjoining Shoppes at Sands Cotai Central which fosters a nice family-friendly atmosphere. There is a good variety of shopping, dining and entertainment options available for everyone (including 2 casino gaming areas).
Hotel Pool: Two fun pool areas providing ample swimming space for guests. Lots of lounge seats too.
Pool Bar and Lounge cafes: We enjoyed signature cocktails at the Jaya Pool Bar and on another occasion, coffee and desserts at the Palms next to the hotel lobby.
Only three lifts were available for our level in the Earth Tower, and can be a wait
Wifi Fee - though it seems complimentary to Starwood preferred guests
These are however small inconveniences which are far outweighed by the pros.
Sheraton Macao has only recently opened and the rooms are of high quality, while the hotel grounds are not crowded making this a great option to busy casino hotels. Most importantly, compared to other similar range hotels in Macau, we found this to be very good value for money. Highly recommended, and we would be happy to stay here again!
May 30, 2013
Rated 5 out of 5 by Tilby Sheraton Macao
I recently stayed at the Sheraton Macao with my partner for four nights. It was an excellent experience. The hotel, being new, was wonderful and the rooms were fantastic. We chose to pay a little more for a suite and club lounge access and I believe this was more than worth the slightly higher costs to a standard room.
The club lounge staff were helpful and courteous. They took the time to make recommendations and bookings to enhance our stay. The food in the club lounge was also of a high standard. Very limited minibar provided however and this could perhaps be improved.
Overall, it was one of my best hotel experiences.
May 27, 2013
Rated 4 out of 5 by Wanderlust671 Awesome Stay!
The property and its facilities (including guest room) are well-maintained and very tidy all around. Carpets are plush and the marble floor just luster around the clock. Nice warm-colored scheme throughout the property. SPG & Concierge team members were welcoming and courteous (special THANKS to Airi Takahashi). Although there was a slight service disparity observed between domestic and international guests that may need work all around. SMILE :) All guests should be treated as guests.
Breakfast at the Feast was excellent, a wide selection of cold and hot items (international & Asian menu) pending on what you feel like to get you ready for the day. Team members were efficient, it would of been perfect if they would add a smile and some passion into their service. The Sheraton Club was outstanding (breakfast & cocktail), private and cozy, away from the rush of the the Feast. The selection was narrower, but the items served were "finer" and "premium". Team members were caring and polite, that was a nice addition to the fact that they were well-trained and sharp.
Over-all it exceed my expectations of a Starwood property as a tangible product. The intangible side still needs training and keeping it consistent. Thank you for the awesome stay!!
April 27, 2014