Rated 5 out of 5 by RCHK88 RCHK88
I have stayed at five hotels in the same location within the past year and the Sheraton was clearly the best. The hotel decor is very attractive and the staff were all smiling and helpful, and all spoke very good English. This was also the best value-for-money hotel we have stayed in at the same location. Small comments for improvement would be to provide a spinner in the pool changing room. Also make available at additional cost a super class ferry ticket on the FOC trip back to HK. Going from a suite at the hotel to cattle class on the ferry seemed a rather odd way of seeing guests off. Another suggestion would be to require guests to remove their hats while eating in the Club Lounge. This is the height of bad manners and poor etiquette.
March 11, 2014
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
Rated 5 out of 5 by Melissa777 Have a fun stay!~so perfect!
Reception staff is very enthusiastic, after knew the purpose of this trip propose arrangement the landscape is very good room for us, from the beginning of into the room, surprise in the continuous occurrence. Even before the lived other area Starwood Hotel, but this is the most comfortable once, room facilities is very humane.Use WiFi player can make people feel very fun, the melodious music to remove the exhaustion of a day, add a lot of fun for the whole trip to Macao.
March 31, 2014
Rated 5 out of 5 by NCWEE Where else but only Sheraton Macau
This is our 4th trip back to Sheraton Macau & they never failed us in their services. On our 3rd trip when I had a bad fall in Macau, Charlotte & Tracy were the ones who not only assisted us in arranging my flight back but also making sure I am comfortable in spite of my pain & worries from my fall. It's unfortunate that we did not meet them on my last trip last week but Sam who check us in/out continue to give his excellent service in spite of the big crowd waiting to check in on 17/5. He was always smiling & making sure that our stay is comfortable. Sheraton Macau is highly recommended if service is your top priority! Keep it up Sheraton Macau! We will come back again & BIG THANK YOU TO ALL!!!
May 19, 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 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 5 out of 5 by An6elin4 Fantastic Getaway
It was my second time staying in Sheraton Cotai, and it has been by far the best, I have experienced both the Earth Tower and this time the Sky Tower, the staff were extremely helpful especially Luciana and Bruno Miguel. They recommended the most fascinating places as well as current festival and events. Because of them we found out about the annual wine and dine festival. The rooms were extraordinary and they really went above and beyond to ensure our stay was memorable.
March 27, 2014
Rated 4 out of 5 by MaxMarch9 Nice and convenient but...
I went to Macau for the Rolling Stones concert, so the hotel was not my main concern. I booked via internet more than 30 days before my stay and was offered Club room. Nice, but i booked for 4 adults! And specified it again while checking in. Unfortunately, the room offered was with 2 small double bed, prepared with only 2 sets of towels, 2 bathrobes, 2 bottles of water, erc... Well why bothering taking a booking for 4 adults nearly 3 months ahead and nothing behind ready. I was expecting better from Sheraton!!!
March 11, 2014
Rated 4 out of 5 by dmackay2812 Its all about Shrekfast!!
As always the Sheraton has a nice meet and greet, it was efficient and the staff were friendly.
The downside was sleeping... there are a lot of flashing lights in a room which has blackout curtains...? There was the fire alarm which is directly above the bed, there was the telephone on the writing desk (I disconnected that) and there was the internet connection LAN cable - again a flashing green light.....!!!!
The beds were rock hard, which may be to some people's likes but not mine. My wife is pregnant and it did not help her any.
The huge plus was the Shrekfast which was excellent in every way and my daughter (3 yrs) loved it so thank you for that.
So all in all ok - without shrekfast it would have been terrible.
January 14, 2014
Rated 2 out of 5 by Chris37294 Problems on both hardware and software
Very new, the room is comfortable
- Swimming pool
I expected to be able to swim more, instead of tiny pools like how the hotel has now
Guest taking photos, which is quite not appropriate
Only 2 tiny pools are warmed, very disapoointing
Limited choices, no booking available for some restaurant
Poor services, staff yelled at guests
- Stain on sheet
- Untrained staff
asked for recommendation of restaurant in the neighbourhood, which is failed, and directed us to a very distance location.
- Unattended staff
when we tried to ask staff question, or seek for help in lobby, staff was chitchatting and ignoring us
The hotel is very very very noisy, guests yell alot
October 15, 2013
Rated 5 out of 5 by xellocane Awesome - they treated SPG guest (me) well
SPG guests definitely get well treated here. It has spacious room, great breakfast buffet and close to poker room (city of dreams) and go Kart place. Definitely recommend.
I'm a platinum member and got a huge upgrade as well on my roon.
April 14, 2014
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 5 out of 5 by SarahHongKong Great location in the heart of the Cotai Stip with excellent customer service and children friendly
Great location well connected to the City of Dreams, other 5 star hotels as well as in the heart of the shopping malls. It is a children friendly hotel with activities for kids such as a parade. We had booked a double bed room when my husband and I went long with my 3 year old daughter. At check in, we were got a free upgrade to a family suite where my daughter got her own kids animated room! The experience exceeded our expectations. This place is highly recommended.
March 20, 2014
Rated 3 out of 5 by Bernard2013 Green Policy
I took up the offer of not having sheets & towels replaced each day and to earn some points.
I didn't realise that they do not tidy or clean the room, replace the consumables or do anything to the room! The shower recess was not draining properly and there was a constant puddle in the shower, and was quite dirty.
By the 2nd day, I felt unclean in the room & absolutely appalled by the situation. When I rang to ask for cleaning, I was told that that was what I opted for. I certainly did not expect to have to stay in a 5-star hotel that is fully self-serviced!
October 31, 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 AJB21 All good. Casino Hotel so know what to expect
I stayed in this hotel for one night, on a quick visit to Macau. Overall we had a great experience. This is (as all other hotels in the area) a Casino hotel thus, expect a strong smell of cigarette through out the hotel and even in the room hallways.
I was very pleasantly surprise though, when we enter our room as it was fresh with no trace of cigarette smoke smell.
Breakfast was fine and plentiful with a large variety of choices. Buffet menu and variety is definitely designed to drive volume.
I would stay again here.
February 23, 2014
Rated 4 out of 5 by BanditHockeyDad Nice hotel with good value
Compared to the other hotels in the Cotai area the Sheraton is one of the best values for the money. Being the largest Sheraton hotel, if your a SPG member the check in process is a breeze. If not, it can take some time to wait in the long lines. The new Feast buffet is very good and it's one of only a few casions in Macau that offers crap video and tables.
April 2, 2014
Rated 3 out of 5 by CarrieK Weekend escape
We stayed one night in a deluxe room at the Sheraton. We took the shuttle from Macau Pier to Sheraton and had some difficulty locating the Sheraton's check-in lobby since the spg counter is not so big. All staff are friendly and helpful. Swimming pool is small.
April 8, 2014
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 5 out of 5 by Guest88 Great staff who cares for you
Sheraton just makes you feel so welcome the moment you stepped into it. My parents were totally amazed by the politeness and great ambience from the lobby to the club lounge and of course the excellent service standard which we received. All the staff we met are so nice and make you feel comfortable and familiar with them. Basically, just let Sheraton Macau staff take care of you and I am sure they WILL.
March 25, 2014
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 PKK123 Very Good Hotel
Very Good hotel, nearby City of Dreams and Vatician.
April 13, 2014
Rated 4 out of 5 by HKers Good business meeting arrangement
Even ours is a small group (30 persons), short (1.5 days) meeting, the arrangement is good and in very detail. dedicated staff attending to the coffee break and also admin arrangement. Will come back when we have the plan.
Food is good: Feast and Bene provide good quality.
Only downside is too many visitors in the hotel. Too busy.
March 30, 2014
Rated 5 out of 5 by adiarifin Great Experience at Sheraton Cotai Macau.
The suite room was fantastic.
Staff was very helpful and professional.
Great SPG Platinum recognition.
Very convenient for shopping.
Should have more info's on activities around the hotel or Cotai strip in the room for those who don't go for gambling.
Signage's to guide guests for their designated check in area should be more efficient. Too many check in counters and you can go missing to the next hotel attached through the lobby.
Club lounge facilities is great however the attentiveness of the staff is not there. Have to waived few times to get attention especially if you seating at the smoking area.
Butler Jason Cuevas is a great employees. He knows how to served the guest well. Very knowledgeable on the shops available at the strip.
December 9, 2013
Rated 5 out of 5 by PattyD the pleasant choice for your stay
Room is well prepared.
Staffs are so friendly and nice.
Good location in town.
Transportation support all around.
April 7, 2014
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 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 4 out of 5 by Chan82 an enjoyable holiday
The room is comfortable.
I will come again.
also like the buffet, fresh food
April 7, 2014
Rated 4 out of 5 by WILLIS628 convenient and clear enough
Be convenient from ferry station and hotel. There are also enough free shuffles for travelling to other casinos and other places.
The hotel room is also clean enough.
April 2, 2014