I didn't stay there, but I don't think of ever staying there at all.
Without having to stay there, their service is so bad already.
A bunch of us went to the splash party (their famous pool parties hosted every summer), and we lost some items. You'd think that it is pretty well organized because it isn't their first year, nor is it their first pool party. But little would you think that their briefing and training is all so badly done.
We called the hotel and got specific instructions, which the girl at the customers hotline was very helpful (this was at 5am).
When we got to the hotel at 10:30am, we wanted to check with the receptionist that we are suppose to go the security desk and not retrieve it from them. It took them 20 minutes. Not only did it take long, the service staff at the reception has a very bad attitude. Forgive a fresh grad perhaps? We then got escorted to the security desk (after 20 minutes), and had to wait another 20 minutes for the guy to call the security control room, get someone, reconfirm details etc. Even when we told them that we had to catch a ferry at 12:00pm - the receptionist at the hotel said "If you had to catch a ferry, you should've came earlier." Is this the sort of service you get at Hard Rock else where? I'm not sure as I've never stayed with this chain, but by far, as far as I know, it is one of the more well known chains with one of the worst service.
Please don't stay there, I personally do not think it's worth the price - when Sheraton next door, is a lot bigger with exquisite service, and a more ideal price. Atleast they have a magnificent swimming pool!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you so much for taking time to share your experience with us. It is only through continuous and objective feedback from guests such as yourself, that we are able to review and improve upon the facilities and services that we provide to ensure that we are meeting; if not exceeding your expectations. Our ultimate goal is to ensure that each and every guest that chooses to stay or visit the Hard Rock Hotel has a memorable time.
Report response as inappropriate
It is definitely discouraging to know that your experience was not pleasant as we were unable to meet the basic requirement of service. Please accept my apologies that we were not able to deliver the experience you were hoping for.
We take all our guests' feedback seriously and will use it to better improve ourselves. We hope your experience with us before will not hinder you from returning to us and give us a second chance.
We look forward to welcome you back to Hard Rock Hotel Macau.
Take Time to be Kind
Hotel Operations Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.