of TripAdvisor Travelers recommend this hotel
"Terrible shuttle service, call center & management!"
It was my first time to Macau after 20 years. I travelled with my elderly parents to this hotel from Zhuhai/GongBei port. I read from the website that the hotel provided free shuttle to/from the port. Instinctively, we expect a vehicle with Sheraton logo on them. When we arrived, there were no staff to greet us and point us to where we have to go(unlike other hotels in Cotai Central). There were no signs and directions either, 3 of us had to walk around with 4 suitcases to actually find the bus stop. Eventually, I saw a minibus with Sheraton logo on it(as well as other hotels like Conrad). I asked the driver where is the bus stop, he pointed us to a direction. We still couldn't find them, we walked back & forth few times in the rain before going back to the driver. The driver yelled at me and rudely answer me that the bus stop is THERE(pointing to a direction). The parking area wasn't fully covered, we were desperate, drenched by the rain walking quite a distance trying to find the bus stop. We asked several staff members of other hotels about it, some didn't even know if there is a Sheraton shuttle bus. There were no signs, umbrellas, or any kind of direction pointers. I called the hotel and the guy barely speaks english, in the end one person on-site told us that the we should queue in the SANDS Macau bus stop for the bus to Sheraton. We eventually spotted a Sheraton group little umbrella which is actually overshadowed by other hotel's large and colorful umbrellas(check picture). That wasnt easy to find since there were a sea of people queuing for buses. Mom had a flu symptoms few days ago and was recovering and yet we had to get drenched by the rain! We finally arrived at the hotel, I asked for the manager to complain about the lack of staff and rudeness of the driver. The manager just say: the service is outsourced to SANDS Macau, they have no control over it and asked me to leave my contact number for them to contact me. Why on earth would I need that' The fact is I'm already in the hotel and the facilities provided sucks! Instead of being apologetic, he just told me it is outsourced and kinda implied it wasn't their fault! My mom is recovering from flu, and he didn't express any genuine concern about that. I am not hard to please, I am mostly satisfied in most hotels I've been to. But this kind of service is terrible and unprofessional. I didn't even demand anything from them. I told him I'm gonna write a bad review about this, and he doesn't seem to care anyway. Sheraton has a TripAdvisor certificate of excellence but it doesn't live up to that excellence. Secondly, we had lounge access for our stay. In most hotels I have been to, most club/lounge/premium guest has the "privilege" option to have breakfast in the lounge or in the main buffet hall with greater selection. When we prefer a more private dining, personalized service, we would go to the lounge but whenever we prefer a greater selection, we will go to the main restaurant. However, in this hotel, premium service meant the opposite. We only have 1 dining option, in the lounge with smaller selections. That's a one of an abnormal policy! The good thing about this hotel is the location, most of the hotels, casinos and shopping areas here are interconnected. But you wont be able to find reasonably priced food within a walking distance except McDonald's probably. The hotel served great food with great tastes & quality too. The beddings are comfortable, definitely a Sheraton standards. Great hotel, reasonably priced but poor service I would say... as an SPG member, I am extremely disappointed with the kind of service that doesn't live up to the "Sheraton international standard"
Wifi free and ok. Room size big for one. Bathroom size is big too. However, there are small insects came out from the tissue box in the toilet. Those always came from the old papers. After changed room with my friend, stain found in the mouth rinsing cups, maybe water mark. Otherwise looks clean, towels without smell. Bath gel did not cause me allergy. Amenities available. Shower with water flow good but the shower pipe was broken with water spilt and the water did not drain away properly. Pillow too soft for me, and mattress support ok. Blanket non-breathable, maybe due to the cover. Air conditioner functioning well. Staffs' attitude are good especially the man serves my friends for check in. Maybe next time I should better ask for a firm support pillow during check in to let me have a better sleep quality.
"Very large hotel but still fantastic"
Stayed four nights ,booking a club room make the stay more enjoyable , Seperate check in with no queues . Breakfast in the club lounge and evening food and drinks were great as were the staff special thanks to jimmy at the bar and Christine and Stephanie at check in. The hotel is very large and the main foyer is very crowded but the club lounge is quite and calm . Had to arrange travel into China ,got lots of help from mark Chang and his team at the concierge desk in the main foyer Had a great stay and want to come back
"Just average hotel"
Stayed there for 3 nights when I had a conference in Macau. It was a maassive hotel so understandably the service might not be attention to details. It did not offer turn down service and your room was not tidy up until 4 or 5pm each day. Staff could be cold and unflxebile. They did offer me a upgraded room which is very big but I did not have a chance to enjoy it due to my busy meeting schedule. But I did appreciated.
we arrived at the back of the hotel as this was were the bus dropped us. we had to then walk our cases all the way to the front to check in , so not a great start, check-in was ok found our own way to the room with was nice with a great view be aware you book deluxe rooms on many websites but they only have standard or suites.was clean and in the middle of the catai strip so easy to look around overall very good.
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