Rated 4 out of 5 by AnnKoo My 1st choice in Macau
Will return again. Room spacious, hotel facilities is excellent!
December 2, 2013
Rated 3 out of 5 by rachel924 Cashier 140 poor service and lack of smile
Cashier 140 he gave us a very bad image, when we came to the check-out counter, told him our room number and please help us check-out now, then he print out the bill and put it to us, not to explain about the bill’s content, until I asked him it is already deducted 3 pcs of $150 vouchers, he said deducted, at that moment his attitude is unfriendly and poor, since the bill is also contain the hotel fee, restaurant charges and other discount coupons, I thank he needs explained to the guest clearly but he hasn’t. When we gave him cash to settle a bill then he paid back the change to us, he don’t said anything, at least he needs to say here’s your changes. Recap his service and attitude is very poor.
April 1, 2013
Rated 4 out of 5 by Akita1 Not focus on details
No different than non members as everyone enjoys the same privilege.
December 2, 2013
Rated 4 out of 5 by Buyer Valuable package
The package purchased from internet is value for money.
December 2, 2013
Rated 4 out of 5 by Peter123 Turning negative to positive.
I have stayed at this hotel for 3 nights from 3rd March 2013.Upon arrival i was met with friendly guest service staff and guided me to the SPG checking in counter.The checking was swift with no fuss.I was given a $200 food and beverage voucher for my return trip and valid till end of March.As a tourist from oversea,you do not expect me to return back so quickly to use that $200 voucher.So i met a very helpful and friendly guest service manager namely Kimiko and brought this grieance to her attention and she pro actively using flexibility to let me use the voucher during my stay.She has turn a negative grievance to a positive point.Thank you Kimiko for making my stay at Sheraton Macau a memorable one.
March 9, 2013
Rated 4 out of 5 by SK27 This hotel has huge club lounge
Thank you for the great room and the experience that we received at the hotel club floor. Staffs are very friendly and helpful at the club floor and also at the health club.
The only feedback that I like to make is that the hotel ferry service counter lady who sold the ferry tickets to Hong Kong who did not give us a good explanation on where to board the ferry and it cost us additional HK320 to purchase 2 extra tickets at the ferry terminal because we did not have enough time to rush to the hotel's ferry terminal. This was the greatest disappointment for the whole stay.
June 18, 2013
Rated 3 out of 5 by jin82 minimal service
Dedicated counters for spg members.
upon arrival at my room,realized that they had assigned me a room with a view of an adjacent building and roof although my reservations specifically mentioned that my room would be a pool/city view.
Experienced trouble with an ATM machine that malfunctioned,rebooted and retained my ddbit card. Casino floor staff was frantically making phone calls to help me as I approached the hotel reception for help.Night duty manager was very unhelpful,only busy apportioning blame to the casino as the ATM machine was in the casino floors. He didn't even want to help me google my banks phone number so I could cancel my card,telling me I can access the internet hotel from my room.Very bad service.
July 8, 2013
Rated 5 out of 5 Fantastic service and hospitality
The Sheraton Macao Hotel did come as a surprise. Though this is the largest Sheraton in the world (currently), do not think they comprised on any level of details or service. The check-in was swift, attentive and efficient and the room was excellent, both in terms of comfort and cleanliness.
However, what sets this hotel apart and strikes me the most, was how superior the service was. This applies to every single member of staff we interacted with, be it check-in, concierge, housekeeping, security - there are absolutely no complaints.
At the end of the day, it is the service that adds and differentiates itself from many of the hotels out there and the Sheraton definitely pushes the bar high. Excellent, do keep it up!
July 4, 2013
Rated 5 out of 5 by AC2104 User Friendly Hotel
Well received from the moment I stepped into the hotel till I checked out. the experience doesn't stopped there. I received thank you mail for using the hotel when I am back in my country. the only thing I like to feedback was the distance to the bus shuttle from the Taipa temporary terminal is way too far.
November 17, 2013
Rated 5 out of 5 by jlionstone We enjoy the special moment in here!
It is my third time for staying in this hotel. Honestly, my family and i enjoy the innovation program for every visiting in this hotel from time to time.
This time, we (my kids and i) celebrate the special moment with my wife. We enjoy the arrangements from hotel. Their efforts do let us have a relaxing weekend.
In addition, the kids do enjoy the ShrekFast time with the characters from DreamWorks. It's great!
Keep it up! Surely, we will visit again in the future to meet those kindly and smiley faces. :)
October 14, 2013
Rated 4 out of 5 by Penny1234 could have been a lot better
The room was spacious, comfortable and very clean however I was very disappointed to be given a room with 2 double beds instead of the king I had booked. The staff did give us free wifi access to compensate but it was still very inconvenient.
On the second morning I called for room service but I was told the person I needed to speak to was unavailable and they would call me back. He never called back.
The coffee creamer was not replenished so in the morning when we wanted coffee we had to call someone. Housekeeping did not clean the coffee cafetierre out so we had to do this ourselves.
The bar fridge was lacking as there was no wine or spirits and nothing to eat besides one chocolate bar and some nuts.
All in all - an average stay. What a pity as it could have been so much nicer.
October 14, 2013
Rated 5 out of 5 by Sammy1975 Great Hotel
Wonderful Stay! - Got the Deluxe Suite and it was breathtaking. Very Nice hotel. Will surely come back to just stay there.
November 22, 2013
Rated 4 out of 5 Nice Hotel
The hotel did met my expectation.I used the Club Sheraton service.And the staff did served with nice attitude.And I attended the Bene and Feast.The Rene was fantastic restaurant with delicious food.And the buffet in Feast did served various food with quality but the time for food would be a bit rush as only two hours allowed.Moreover,the gym facilities was up to standard with aerobic machines and free weights and pully machine. Furthermore,I used the spa service.The spa was comfortable but one thing not good is that no spg rewards could be gained with the spa.
December 27, 2012
Rated 2 out of 5 by arthursnet Bad Experience
I booked two twin bedroom for a family trip for my parent and grandparents through travel agent. But I am not sure why your staff telling me the record is double bedroom. One room was available after long checking with 3 different staff, one was only available after my dinner at night.
During my waiting for staff to search for rooms available, my grandparents of over 75 were waiting also, they cannot stand and wait at this age. But they cannot find a seat in your lobby or check-in area. I feel very sad to let my grandparents waiting like that without reasonable assistance from your staff.
Furthermore, my SPG Gold membership seems have no value in your hotel. No internet offered, no bonus starpoint were recorded for my stay.
January 3, 2013
Rated 5 out of 5 by Dickie98 Sheraton Macau - Cotai Strip
I've stayed at this property two times now and both times the check-in for Platinum guests has been very good. Platinum recognition is excellent with upgrades to a standard suite the first time and an Ambassador suite this current stay, which was way more room than I needed, all on a prepaid rate!
The breakfast in the lounge is fine, although I wish the selections were a bit more extensive. They are willing to give you a voucher to Feast, but its a bit of a walk from the 4th floor. I had a second guest with me that had a breakfast voucher, but the ladies wouldn't let us dine together using the voucher, which was a bit disappointing, but within the hotel's rights. I ended up paying an upcharge to allow an extra guest.
There are two gaming areas on property and the casino across the street is accessible via walkway about 10 minutes away.
Overall, the experience is quite pleasant and I strongly recommend this hotel for SPG members wanting to check out Macau.
November 10, 2013
Rated 5 out of 5 by MartinB Hotel has excellent facilities, service and beautiful rooms
The facilities (especially gym) are excellent with brand new equipment and spacious wok out area.
Concierge is extremely helpful and met all our requests exceeding the assistance, eg by running outside and reserving the taxis for us.
The rooms are also very well laid out and new.
November 13, 2013
Rated 1 out of 5 by jameshmwong Wrongly charge my credit card w/o my consent
18/11 checked in and front desk staff told me to show my credit card for deposit guarantee. I have never signed any slip with my credit card.
Then checked out next day at express check out counter. The staff just asked me if the minibar was used. She did not tell me there was already a chargeable bill to my room.
When I got back to HK, I found there was a bill of HK$380.59 charged to my credit card by Sheraton Macao. I was absolutely amazed and wondered how my credit card can be used w/o my authorised signature. My card issuing bank suggested this might be a criminal fraud!
Then I sent an email to Sheraton Macao and Guest Service Manager replied it was a mistake made by F & B. They confused my surname Wong with another guest and wrongly charged my credit card w/o any verification!
In addition, Assistant Front Office Manager explained when I show my card to them, it means I allow them to charge me for any billing transactions. Besides, he said if I choose to check out at express counter, I should check the bill on their tv before leaving.
I don't think a guest will check the bill before leaving! It's quite normal for a guest to check the bill when he is checking out. Moreover, it's not the responsibility of a guest to check the bill himself! It's obviously the responsibility of the hotel to tell whether there are any bills outstanding.
If you were me, your credit card could possibly be stolen by someone. Then the hotel said this is your responsibility to check the bill first. What do you think?
I definitely sure I will never spend a cent with Sheraton again!
November 26, 2013
Rated 5 out of 5 by ATSIM The hotel brighten my 2 days stay.
The room is spacious & comfortable as I don't like squeezy room.
Hotel staff (in particular the reception) are patience and helpful.
Shops and restaurants are conveniently located near/next to hotel.
Hotel should provide free Wifi.
November 14, 2013
Rated 3 out of 5 by stb03 conference experience
I went for a conference. Hotel lobby mixed with a casino, very crowded. Reception didn't have accurate information about the booking and conference. Waiter/s during breakfast/lunch time very passive
November 15, 2013
Rated 5 out of 5 by RogerTW This hotel makes me relax
Indoor lighting is very soft, the facilities are clean, the staff is very friendly service, the lobby has a variety of restaurants surrounding the choice to live here is not only convenient but also feel very comfortable
November 13, 2013
Rated 4 out of 5 by tofufa0213 A better stay
This is my second time to stay in this hotel, and I see that the staff in front-desk need more training.
The overall facilities and condition of the room are very good, yet there is a strange smell in the wardrobe and the air-conditioning is not very good, I started sneezing by entering the room.
Last but not the least, thank you for the arrangement and the director of the front office for remembering me, this troublesome guest.
October 23, 2013
Rated 3 out of 5 by Honey25 Comfort rooms
Comfort rooms, and I love the bed.
Though the lobby area are too crowded.
November 17, 2013
Rated 5 out of 5 by Damdadi Many people stay in loby.
As is famous hotel in Macau, always many people and loud.
November 17, 2013
Rated 3 out of 5 by Diana Overnight Stay
Stayed at the Sheraton Macao for one night. Hotel is new so everything was great condiiton and clean. Disappointingly, we wasted a significant amount of time due to slow service (check in at the SPG members desk took 1.5 hours and then changing rooms a further 45 mins. (after the party was separated into different areas of the builiding which meant having to go from the 33 floor back to the flour floor before going to 25 floor.
Service was always friendly but needs improving - time was in Macau was limited so the long check in time didn't help
February 11, 2013
Rated 4 out of 5 by rics Summer Retreat
First time staying in the Cotai Strip area of Macau.
The resort provides a somehow good transportation to most area of Macau.
It feels safe for when you get back late to the room.
Staffs are nice and helpful.
One down side was breakfast: it was served in a functional room (which seems temporary) instead of a proper restaurant (Feast); of which I was not aware before I get to the breakfast place. I believe this is because the hotel is running a summer campaign at Feast - but it would be nice if we were told before hand.
August 22, 2013
Rated 3 out of 5 by kin1181015 Unfriendly check-in experience
The check in time start from 14:00p.m with over hundred guests queue up in the lobby together, it spends over 45 mins to proceed.
When I want to check whether possible to do fast check in without my SPG number on hand in SPG preferred guests counter, the recepists force me to queue up at the nomral check in counter to check the SPG number and then come back to check in again with discriminate attitude, obvious this action is not make sense.
October 15, 2013
Rated 4 out of 5 by NG001 A little too crowed
Way too many people hanging around in the lobby, confused of directions, maybe the layout was wrong? Staff were ok, but not as well trained or friendly as the other Macau hotels, maybe frustrated of the continuous crowd? Room condition is better than expected, very clean and comfortable, sound proof not very good tho, i can hear anyone walking pass my front door. Bathroom is spotless, 5 star hotel condition. The transportation outside is very disappointing, not many people there to direct or keep the queue in order.
August 26, 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 2 out of 5 by Angelbird2 Only expect a "Room" from hotel
I wrote to complain about the check-out time for my early July trip. Some sound heard when I initial the email. Promise to meet me on the next visit, but failed. Left message in hotel for her feedback but didn't. Offered me free upgrade but treat me like rubbish. Staffs in the SPG counter not friendly as before. Even the check-in lady shows very impatient, unprofessional. I asked her are you having a busy day and she returned to me that “because I am asking too many questions". She didn't realised that it should be her job to tell, there's no need for people to ask. Cleaner do their work very rough, dirty cups are still in the room, Many basic necessity like conditioner are not provided, even toilet roll only provide less than half roll, you had to call, call, call.
July 28, 2013
Rated 5 out of 5 by Explorer 5*
This hotel is amazing!
Definitely a 5 star luxury hotel!
Lady at Front desk at check in was very kind and professional, SPG recognition great, got a nice and clean room in Sky Tower with wifi and a wonderful view! Plus a hand written welcome message with cookies.
Facilities such as sauna, spa, gym and pools are great, offer and ensure a good relaxation.
Breakfast at Feast was a good choice, plenty of food you can choose, taste is great!
Location could not be better! Free shuttle buses running every 15 minutes.
Had a great stay!
May 15, 2013