We bought a package to see 'Dancing Waters' & the 'Taboo' shows (which I'm not rating here.) The hotel was not cheap, that said the service was as the reception was good. If only the hotel room had been either properly cleaned or at least deodorised. We complained they immediately sent a little man up with a atomiser/ deodoriser but when we returned after dinner it was just as bad. So at 11.00pm + when we wer feeling very tired we had to request a room change, which was efficiently executed.
The new room was on the 22nd floor, 4 x floors higher with an excellent view. We found a comfortable bed with usual amenities expected in a hotel of this quality. Being our anniversary we appreciated the gesture of a bottle of Merlot, a bowl of fruit & three exotically presented chocolates on a long dish.
Probably the most difficult part was booking this treat weekend over the phone. I spent too much time trying to understand the charming receptionists, whose spoken English was deplorable so! It was so bad I hung up once to in oder to speak to another girl, but it was just as bad. They understand well, but I ended up asking several times to spell simple words. Let's hope this hotel puts there staff through elocution lessons in future it will save customers so much time & phone bills.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 1, 2013
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.
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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.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.