Rated 4 out of 5 by EFong Very Good
The staff were all very helpful in responding to my request. I can tell they were trying their best to help.
August 17, 2014
Rated 5 out of 5 by NEnglander14 Gigantic Hotel with Peace & Confort
I shall put it a hospitable hotelier in referring to Sheraton Macao in Cotai Central. My first stay in one of the trio Hotels of Cotai Central, Macao. Apart from some shortage of Room-amenities of personal needs, such as "hair-comb, shaving-kit & hair-dryer ", the overall facilities in place are well above the 21st Century Hotelier standard. Hotel staffs would voluntarily respond in Putonghua in stead of english in the first instance or, preferably in Cantonese as far as my personal view was concerned, and did not carry any discrimination. An excellent hotel in the Enclave of Macau to stay whether on pleasure or business.
August 7, 2014
Rated 5 out of 5 by DodoKoko wonderful experience and beautiful family suite
A very smooth and fast check in after warm welcoming, guided by the friendly receptionist to hotel facilities and the suite after check in, The view from the suite was stunning, clean & luxurious rooms loved the design of this family suite with the amenities for kids, location simply perfect is the best convenient to all nearby within walking distances, The kids enjoyed the outdoor swimming pools,
A very comfortable, memorable and enjoyable family holiday experience stay, definitely my next visit to Macau will stay at Sheraton again.
August 12, 2014
Rated 4 out of 5 by Dorisctw Summer break with kids and elderly
Great hotel for kids with 2 pools (Java and Sala). Sala is the better pool with more sitting area and more pools. Java pools have too many shallow areas (5 inches deep) to sit on but not for swimming which meant the pool was way too over crowded. Breakfast was a big improvement since opening. Hotel has great shopping and other facilities all within easy reach. All in all a great place for children and elderly. Good value for money.
August 13, 2014
Rated 1 out of 5 by SF727 Good hotel but not so good on staff service
This is a good hotel with excellent room and comfortable bed. However, the overall staff service is bad. I definitely will not recommend this hotel to others.
1. SPG member should have 15% discount on food, but they ended up charge me FULL amount without telling me there is a discount when I had the buffet dinner in Feast with my family.
2. I've booked the buffet dinner more than 25 days in advance. However, the restaurant staff did not find my booking at all. Luckily, I printed the email confirmation. The table they first offered is located in the entrance because the other tables has been reserved for others. This as if we are the walk in customers. Better table arrangement is made after negotiation. Of course the good mood gone.
3. Before the stay, confusion email has been sent to me notified charges on the child rollaway bed (which should be free stated in the Terms when I booked the hotel).
4. Staff who set up child rollaway bed brought only the adult bathrobe. He did not mention there is supply of children bathrobe until I saw children wearing them in the pool.
5. There were other things like: It took long time to get supply of dry towel (around 20 mins). The phone to the housekeeping always connected to a recorded advert.. Staff generally not very polite.
August 13, 2014
Rated 5 out of 5 by Antli I had an enjoyable stay
The staff are professional, friendly and helpful. The room is spacious and clean. The hotel is well located - with good access to malls and other hotels in the vicinity.
July 30, 2014
Rated 5 out of 5 by AboveandBeyond Above and Beyond
Macau is a chaotic, exciting place, whether you live nearby or are visiting from afar. I've been visiting for 10 years, and the Sheraton is my favorite hotel already because of the personal touch despite the large scale, the availability of rooms regardless of your gambling preferences, and the location and ease of access to all of the properties in Cotai.
That would be enough for any seasoned traveller or Macau visitor. What happened during my last stay has elevated this property to a new level.
Upon entering my hotel room, having checked in just after 2am after a night on the town, I realized I had lost my wallet that I use for carrying cash (too much cash# and casino cards only. I immediately retraced my steps hoping that I had merely dropped it at the check in desk. I enlisted the concierge to help query the hotel staff, and when that proved unsuccessful, to call the casino where I had arrived from. Again, no luck. I knew it was probably in the taxi that dropped me off #I lose things once every few years this way# , but there was no chance I would ever see it again.
I politely asked if the concierge could enlist hotel security to review the tapes to see the taxi that dropped me off. Within 30 seconds the security duty manager was in front of me communicating with his team to do just that. After finding the tape, the staff were able to ID the taxi. Now it was up to me whether to file a police report, at 3am, in Macau. At the police station.
Between the concierge, the security officer, and a police officer on duty, we were discussing this seemingly hopeless course of action, and I was asking if there was any other way we could speed up the process. The security manager and the concierge discussed with the police officer and they agreed to have the police call the taxi dispatch company, and request the taxi driver to check.
#Those of you that live in Asia will understand the likelihood of this working is nearly impossible#
The concierge had me sit inside while this process played out and 20 minutes later he came over with a huge smile on his face. UNBELIEVEABLE. It worked. Not 10 minutes later, the taxi driver showed up with my wallet, and miraculously, 2 hours from when I lost it, it had the same amount of cash in it. I graciously tipped the driver and the concierge. The security manager wouldn't entertain the idea of accepting a tip #and the policeman of course was not able to).
I marked the names and ID numbers of staff so I could send a personal letter commending their service and assistance, but I also wanted to share more widely that the staff at the Sheraton in this instance and in many more interactions are truly personally interested in your satisfaction. And that is above and beyond the level of hospitality one usually receives in Macau.
A Satisfied and Lifelong Customer of Sheraton Macao
August 11, 2014