of TripAdvisor Travelers recommend this hotel
"Overrated! 4-5* Charged Rate, Motel Style Services Provided"
I stayed 4 nights in Macau, Sheraton for 1st two nights & 3rd & 4th nights at JW Marriott Macau for celebrating wedding anniversary. I'm a regular Marriott Rewards member, since SPG & Marriott rewards joined, so would like to try the hotels under SPG. But, this is the FIRST & also LAST time. I should listen to my wife stayed 4 nights in Marriott, instead of this Sheraton. If want services, don't stay here. Here only for easy access to gambling area. Pick & Stay at other hotels, instead of Sheraton Grand Macau. Arrive around 10:30pm, booked a Club Room that have Executive Lounge access for check-in & out etc. Here's the reviews (0-100 points) for this so called 4-5* hotel during my arrival & departure. 1) Hotel Entrance & Lobby - Dissatisfied (30 points) Seem like a 2-3* hotel, no lightings during night time. 2) Hotel Porter - VERY Dissatisfied (0 points) Arrival at night, 2 large luggage (me & my wife), taxi stopped just in front the Main Entrance, 2 porters (no smile & greetings at all) just stand in front our taxi, just STANDING. None of both open door, fine! After get out from taxi, even taxi driver also said that they will take luggage for me, but they just standing, none of both try to help, so I just carried both large luggage from taxi myself, and they both standing and look at me. Honestly, my wife & me try to eye contact with them and they should help, this is their job, but they just avoid us. Maybe they want me show them tips then only will help. (porters on duty at 09-Jan-17 around 10:30pm) please just go back home and sleep. Even I travelled to other countries, and stay 3-4* hotel, porters also did their job very well. But this Sheraton, NO WAY! 3) Concierge Counter - VERY Dissatisfied (0 points) - Get in to the lobby (so far called lobby, but seem like a casino lobby than hotel lobby), found the Concierge service, and ask: "Evening, I booked a Club Room, may I know what's the direction to Executive Lounge for check in, can you please guide us '" They guy stare at us (no smile at all), said: What room you book ' Lounge ' Closed for check in, Q-up for check in behind." I told the guy, now only 10:35pm, it should still open since the website mentioned close at 11pm, and as a SPG member, if the lounge is closed, then I still can check in at SPG counter right ' The guy stare me, then pick up the phone call to lounge and check (their conversation in Cantonese but I understand what's he said, is rude). Then he only point a direction, ask me go straight then turn right, for a guest that 1st time here, you asked a guest go straight turn right (but there're some many junctions and ways there). Anyway, I totally felt disappointed after porters & concierge, I do not want to talk with them anymore. Do not want to spoil my vacation once arrival. I find the sign boards, and lift head to the lounge myself. 4) Executive Lounge - Dissatisfied (20 points) - This is the worst Executive Lounge that I've been, compared with lounge from the hotels under IHG, LeClub, SLH, Hyatt Gold, Marriott Rewards, even ONYX also much better than this SPG. This lounge totally is a normal cafe, not called Executive Lounge. - Once enter to the lounge, finally meet the staff with smile & greetings. BUT never ask what do we prefer to drinks and take a seat have a res, and they will prepare the check-in for us. I need to ask them what can drink and where can we have seat. (at the end, also none of them serve us drink, even mineral water also no). This is so called 5* ' - One more related to Guest Related Team, I've email & inform my arrival time will be around 10pm-11pm a week before my arrival. The GR team and the staff they should know we will arrive soon, and take care of hotel's guest. But none of them take care of us. - Totally NO STANDARD, normally I remember the staff names that served me, but for this hotel.... 5) Breakfast & Services in Executive Lounge - VERY Dissatisfied (5 points) - The 5 points is for the 2-3 staff inside from other countries like Philippines or Asian country. They always smile and very good services. - But for the other staffs, no smile at all. At here. would like to ask SPG management, how did your group train the staffs for the lounge ' How did your staff promoted to work in the lounge ' Some of them wearing uniform that not tidy (a tall lady working in the breakfast session), NO standard at all. - I paid the room few days before arrival. if not, I won't stay for 2 nights. - Food & Drinks ' Better go check and compare with others lounge, then will know this Sheraton not worth for that. 6) Room & Cleanliness - Satisfied (65 points) - Requested the room facing Eiffel Tower, at least still can arranged for me. (This is the only reason for staying here, but I'm regret due to the services) - Everything still acceptable, but the bed not comfortable compared with other 5* hotels. 7) Housekeeping - Very Satisfied (85 points) - Called to housekeeping request for extra bottles of water, and shower gel, sent to the room within 5mins with big smile & greetings. This is 5 staff services. He's a local or Chinese guy. 8) Security - VERY Dissatisfied (0 points) - The building or Hotel both sides, rude. Please don't try to ask any direction with the local security. Ask those security from other South East Asian. 9) Cotai Sand Central - Satisfied (75 points) - This is for the building, not the hotel itself. Conclusion: - As under a International Hotels Group (SPG), the services in this hotel totally NOT acceptable. - Charged 4-5* rates, but the Services they provided is a Motel type. For me, their services are ZERO. - I really like to ask the management & the staff, "Do you know what's industry do you working '"; Services, smile, greetings are very important, but I can't found any in your hotel. - For myself, my booking is Club Room & able checked in at lounge also experienced this kind of services. I can't imagine the normal check in counters, for those reviews I read saying took 1-3 hours for Q-up to check in at the lobby. Mostly due to your staff attitude & working style. - For me, 100% I won't stay at this Sheraton Grand Macau anymore! Even for other countries, I will prefer other 4-5* hotels first, instead of your group. - All the staffs from from entrance, lobby, lounge, restaurant, security etc, please schedule the training for them. - One last thing, normally hotel request for Security Deposit pay by cash or credit card. And once check out, they will check and cancel the authorisation for credit card, but this hotel will have the credit frozen, then when check out, they only inform that take 7-10 days (may up to 20 days) to get my credits unfrozen. For other's hotels, I never experienced that my credit frozen for deposit, and they will directly cancel upon check out, this hotel they charged the card, and I received SMS from bank. And the problem is, the staff handled my check in, never inform me about this when I pay by card, if he inform that card need to wait 7-10 days to get refund, then I will pay by cash, and you checked the room and nothing lost. But I don't know why still holding my credits ' MOP 2,000.00. If want to stay at Sands Cotai Central, try other hotels, won't recommend this hotel. I believe that for travellers willing to pay for Sheraton, also willing to pay for other hotels nearby, so just pick other hotels. For me, JW Marriott Macau VERY GOOD! The feeling from arrival to departure in JW Marriott totally different. Sheraton TOTALLY can't compare and you will know both Hotels Groups are different class!
The hotel is huge and I got the Club rate, which to be frank with you there wasn't much difference from the normal rates with other Sheratons I have stayed (when it comes to benefits). The hotel sold so many Club rates and as a result the restaurant was like a normal hotel restaurant where they serve breakfast / snacks. Too many people and in one occasion we had to dine in a ballroom, converted into a dining area. Not very pleasant. The room had nothing special, Club rate wise. It was mentioned that there were welcome drinks and fruits upon arrival; it didn't happen. The room wasn't cleaned and had to ask the housekeeping to make up the room. This was because in the morning the Do not disturb sign was on, but after 12 I switched it off (they should check). Reception and the concierge area was OK and the staff at the Club were friendly and helpful.
"Fantastic Hotel - Well Worth te Visit - I will be back"
Stayed at a Suite in the Sheraton Hotel at Cotai at Macau in November 2016 for 5 days. Was apprehensive as some of the reviews suggested that as this was a nearly 5000 room hotel and a gambling Mecca the service was not good and all they were interested in was gambling and did not care about guests. This statement could not be further than the truth. We traveled from HK by Ferry. Met at the Ferry terminal by a Sheraton staff member and assisted to the car and then taken to the hotel. Taken to our suite and checked in at our suite. Personal service was far above my expectations and of a really high standard. The room was fantastic and the hotel facilities first class. Sheraton Club was great and the concierge extremely helpful, Staff at all the restaurants were attentive to our needs. The hotel is connected to the Conrad, Holiday Inn and St Regis on the same side of the street through the shopping mall and there is a covered enclosed walkway tot eh Plaza, Four Seasons, Venetian and the Parisian on the other side.of the street. Lots of shops food outlets and Casinos. Plenty to do and the fitting and fixtures are of the highest quality and standard. I have heard the area called the Las Vegas of Asia. I have been to both - will be back to the Sheraton again soon. Already booked my next holiday. By the way I am not a gambler and I found lots to do. Can't wait to visit the Sheraton Macau again. Simply great 5 star accommodation.
"Satisfactory but unpleasant for non-smokers"
The hotel is very large and caters to many guests. Hence the service is focused on efficiency and everything that can be automated is, including the pan cake making machine. However, the whole Sands Cotai complex reeks of cigarettes smell, including our non smoking room. They tried to deodorise whenever we told them of the smell, which only mask the smell for at best for 5 minutes. I can understand that the hotel is powerless when faced with clients that ignores the non smoking rules, which there were many. So I am not really faulting the hotel staff as the staff are hard working and tries to provide a service given the limitations.
The hotel is right in the center and very well connected with other properties. We upgraded the room to the suite but the view was of the back side not facing the hotels. We lived with that as the service was good and the food options at both breakfast and dinner buffet reasonably well. One of the pools were under maintenance and we were a little disappointed but overall the stay was decent and totally worth the amount we paid.
Credit cards accepted by the hotel: American Express - Visa - MasterCard - Diners Club - Japan Credit Bureau (JCB)
Check-in: 3:00 PM , Check-out: 11:00 AM