Rated 5 out of 5 by IsaacF Nice stay
My third time to stay in this hotel. Nice staff and clean room as usual.
February 4, 2016
Rated 5 out of 5 by Gain05 This hotel has great Ambassador
Steven is so friendly and nice
February 3, 2016
Rated 2 out of 5 by HKinMacau Poor front desk experience
The check in process was far too slow. There were approx. 10 counter open but each was taking ~15mins per guest! With only 2 guest ahead of my family, we waited over 20 mins to checkin, but the staff was pleasant.
Checkout was worse. I was told I wasn't allowed express checkout since we were a late checkout at 3pm (which was preapproved). So went to the single checkout line. With only 1 guest ahead being helped I wated 10 mins and nothing was happening. We had a bus/ferry to catch and wife/kid was waiting outside. Finally asked a manager to assist and was yelled at! She finally tried to help and as I approached the desk yelled at me to get back in line!! How was I supposed to communicate? After all this, she says, "oh, you've been preapproved for late checkout, no need to wait". We missed the bus and was late for ferry.
Picked this hotel since it was "family oriented" but asides from some overpriced Dreamwork events like kung fu academy and breakfast, there wasn't much for the family. Not even a kids pool!
With the amount of options available in Macau, will not stay at this Sheraton again.
February 1, 2016
Rated 2 out of 5 by Simon135 Unsanitary conditions, Lots of leftovers garbage remained in the room.
We stayed executive suite room for 3 days at Sheraton Grand Macao Hotel, Cotai Central. I have some questions about clean up the room. Are these actions based on the quality standard of the Sheraton? When I came back to the room, They make me have the unsanitary conditions feeling which I have never had.
1. Leftovers garbage on dish are stay same place.
2. A french press coffee maker was not clean up and replaced. New clean coffee cups and tea spoon has not even been added.
Should I put those dish into the trash everyday by myself ?
Lots of leftovers garbage remained in the room. Everybody clearly understand that can not eat again. For example, fruit peels, yogurt empty cup, half eated stale sandwiches, and cold coffee.
A french press coffee maker was not clean up and replaced. New clean coffee cups has not even been added. When we came back to the room, we had hard time to drink a cup of coffee.
It was terrible service quality less than any other countries where I have ever been. (eg. Hong Kong, Taiwan, Philippines, US, Italy) I don't know whether this accident is only at this hotel or in this region because this is my first trip to Macao. but Do not forget that even Sheraton in any other country is not carried out such a thing.
January 21, 2016
Rated 5 out of 5 by AC2016 Staff Responsiveness
I'm regular there and always staying with Sheraton, something interesting happened as I forgot to check out after I left Sheraton, worry about that I would be charged for extra staying because I didn't make the check out. I called the guest relations team to let them know my negligence, they provided an instance response to me that there would be no problem at all and no extra expenses would be charged . It was quite happy that they could have an instance reply and no need to wait for result from their Seniors. No doubts that the staff team have been provided a very good training and is lead by an excellent Management.
January 17, 2016
Rated 5 out of 5 by Mike831 Excellent hotel and spa!
Our stay at the Sheraton was phenolmenal! From the moment we arrived, the staff made us feel welcome and comfortable. The rooms were well appointed, especially the Executive Suite once we upgraded. All the facilities (fitness center, pool, hot tub) were clean and well maintained. There were many dining and shopping options that were all good. The highlight of the stay was the Shine Spa. The services we received there were luxurious and of the highest quality. Hebe helped us book massages and she insured that every part of our stay was exceptional. She made sure our stay was memorable.
January 14, 2016
Rated 4 out of 5 by KennethCSY An ok experience
Pros: spacious, clean and comfortable room, location
Cons: check in queue was very long, check out staff was not friendly.
December 31, 2015
Rated 5 out of 5 by Bob18 Awesome
Huge hotel couple but still great personal touches. Great front desk!! Very kid friendly. Can't wait to go back for some R and R.
December 16, 2015