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“Like hanging out in a freezer...” 1 of 5 stars
Review of Hard Rock Hotel

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Hard Rock Hotel
4.0 of 5 Hotel   |   City of Dreams, Estrada do Istmo, Cotai, Macau, China   |  
Hotel amenities
Ranked #16 of 84 hotels in Macau
A TripAdvisor Member
“Like hanging out in a freezer...”
1 of 5 stars Reviewed December 18, 2013

At the time of our arrival the temperature in our room was 13C. We immediately turned up the heat and headed for dinner. An hour and half later when we returned to our room and it was still freezing. We rang customer service and they instructed us to turn up the thermostat, which we'd already done. After a further 30 minutes we rang again. An engineer came and said it was fixed. Another hour and half later the room was still freezing. It was so cold we we couldn't take off our coats. We finally went to reception and spoke to management. The best management could do was to have space heaters sent to the room, which are mildly effective as long as you're only a few inches away from them. This is unacceptable service for paying guest. We should have been moved or at least been compensated for the inconvenience.

Stayed December 2013, traveled as a couple
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HardRockMacau, Manager at Hard Rock Hotel, responded to this review, January 2, 2014
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.

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.

Love-All-Serve-All
Connie Kaw
Manager, Hotel Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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447 people have reviewed this hotel

Traveler rating
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (90)
Date | Rating
  • Chinese (Traditional) first
  • Chinese (Simplified) first
  • Danish first
  • English first
  • French first
  • German first
  • Japanese first
  • Portuguese first
  • Russian first
  • Spanish first
  • Any
English first
Singapore, Singapore
Reviewer
3 reviews 3 reviews
5 of 5 stars Reviewed December 15, 2013

I booked 6 rooms under the Water Dance package and was absolutely overwhelmed by the great services of all the staff. The staff are professional, friendly and always in service to all my 11 guests. We stayed on 12 Dec 2013 with 3 birthdays and 2 anniversaries. The hotel gave us free wine, chocolate, basket of fruits and super delicious cakes for our celebration (arrange with wine glass, plates and all).
I stayed there in March and has nothing but praises for the hotel and the staff. We were given an extra bed free of charge after appealing to the Reception Manager, Tony who is absolutely hospitable. Thanks for the memories and WE WILL BE BACK FOR SURE! Thanks to Kelvin, Daisy too!

Room Tip: If there are 3 guest in a room, you must remember to book double Queen beds
See more room tips
  • Stayed December 2013, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HardRockMacau, Manager at Hard Rock Hotel, responded to this review, January 2, 2014
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.

It is definitely very motivated and encouraging to know that we have made your stay a pleasant and memorable one. We will continuously striving for better service and we look forward to welcome you back to Hard Rock Macau.

Love-All-Serve-All
Connie Kaw
Manager, Hotel Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Senior Reviewer
7 reviews 7 reviews
Reviews in 3 cities Reviews in 3 cities
5 helpful votes 5 helpful votes
4 of 5 stars Reviewed December 14, 2013

The room and facilities are decent, but for the price you can stay at other nearby casinos such as the Sheraton which has a better room and facilities (gym, pool). The service is really good however, and downstairs from your room is the best club in Macau - Club Cubic.

  • Stayed October 2013, traveled on business
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HardRockMacau, Manager at Hard Rock Hotel, responded to this review, January 2, 2014
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.

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.

Love-All-Serve-All
Connie Kaw
Manager, Hotel Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Glasgow
Senior Reviewer
8 reviews 8 reviews
7 hotel reviews
Reviews in 8 cities Reviews in 8 cities
3 helpful votes 3 helpful votes
3 of 5 stars Reviewed December 6, 2013

I stayed here for one night with my partner for his birthday at the end of October. We had initially booked a standard room with the spa package but was upgraded to the corner room upon check in. We thought this was a complimentary upgrade for my partners birthday as we were told we would receive complimentary amenities too. However, we realised we were actually charged for the corner room but we didn’t mind. It was unfortunate that the view in our room looked over nothing but construction works… again we didn't mind until we were woken up at 8am in the morning by a loud banging noise from outside. As you can imagine staying in a hotel like this with casinos and one of the largest night clubs, guests will be up at night enjoying themselves. Being woken up like that was not expected. I’m sure it wasn’t the first of the construction works and other guests must be complained about it before but we were not advised.

I understand that this was nothing to do with the hotel but we could have been given a better room. We also advised the gentleman when checking out the next day but he did not seem interested. The price we paid for the room cannot be justified with such terrible sleep.

On a more fair note, the hotel room was very clean with a very comfortable large bed… the room was packed full with amenities such as toothbrushes and toothpastes, robes, slippers. You literally did not need to bring anything with you apart from a change of clothes as everything is provided.

As for the Rock Spa, it was the best massage I have ever had. We were greeted by a really welcoming receptionist that offered us a complimentary Yuzu drink before the treatment while filling in a consultation form. My massage therapist Anita took the time to really read my consultation form and really took time on areas that I wanted focused on.

Overall the hotel would really have been good if it wasn't for the construction work. Really unlucky during this stay.

  • Stayed October 2013, traveled as a couple
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HardRockMacau, Manager at Hard Rock Hotel, responded to this review, January 2, 2014
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.

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.

Love-All-Serve-All
Connie Kaw
Manager, Hotel Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Singapore, Singapore
1 review
4 of 5 stars Reviewed December 3, 2013

I stayed for two nights and it was remarkable. The bed was fantastic making my sleep very satisfying. The staff are very helpful and hip, giving very good recommendations making my stay even more enjoyable. The transportation there is also very convienient.

  • Stayed November 2013, traveled with friends
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HardRockMacau, Manager at Hard Rock Hotel, responded to this review, December 4, 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.

It is definitely very motivated and encouraging to know that we have made your stay a pleasant and memorable one. We will continuously striving for better service and we look forward to welcome you back to Hard Rock Macau.

Take Time to be Kind
Connie Kaw
Hotel Operations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Singapore, Singapore
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed November 26, 2013

We were delightful by the service they provided. The staff are professional, friendly and always in service to guests. We stayed in Nov 2013 to spend our wedding anniversary. The hotel gave us free wine, chocolate, basket of fruits for our celebration (arrange with wine glass,etc).
Check in and check out system is efficient.
We really enjoyed the corner suite with the city view.
The package includes 2 ticket to The House of Dancing Water. Awesome performance!
We will definitely be back!

  • Stayed November 2013, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HardRockMacau, Manager at Hard Rock Hotel, responded to this review, December 4, 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.

It is definitely very motivated and encouraging to know that we have made your stay a pleasant and memorable one. We will continuously striving for better service and we look forward to welcome you back to Hard Rock Macau.

Take Time to be Kind
Connie Kaw
Hotel Operations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Las Vegas, Nevada
Top Contributor
78 reviews 78 reviews
35 hotel reviews
Reviews in 38 cities Reviews in 38 cities
46 helpful votes 46 helpful votes
4 of 5 stars Reviewed November 23, 2013

Rooms are super modern and view is great. Staff is super friendly. Everything is pretty close in Macau so the location is great, especially if you want to be on the Cotai Strip. Hard Rock restaurant has a lot of choices and room service is pretty solid. Gym is great. Maids were amazing!
I left my wallet in the hotel safe and they shipped back my ID but they said they couldn't send my $500 Cash or credit cards. So it was good and bad.

Room Tip: There is construction on the street on one side of the hotel right now...so definitely try to avoid...
See more room tips
  • Stayed November 2013, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HardRockMacau, Manager at Hard Rock Hotel, responded to this review, December 4, 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.

It is definitely very motivated and encouraging to know that we have made your stay a pleasant and memorable one. We will continuously striving for better service and we look forward to welcome you back to Hard Rock Macau.

Take Time to be Kind
Connie Kaw
Hotel Operations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

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Additional Information about Hard Rock Hotel

Address: City of Dreams, Estrada do Istmo, Cotai, Macau, China
Location: China > Macau
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Room Service Shuttle Bus service Suites Swimming Pool
Hotel Style:
Ranked #16 of 84 hotels in Macau
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Hard Rock Hotel 4*
Official Description (provided by the hotel):
Live the rock ‘n’ roll lifestyle right hereA hotel with attitude, Hard Rock Hotel Macau entertains guests' dreams of a rock 'n' roll lifestyle. Check into any of our 322 guest rooms including two ultra-chic and luxurious Rock Star Suites, take in the stunning views of Cotai, and soak in the atmosphere in the guitar-shaped pool, the hotspot for parties and entertainment. It's 24-7 indulgence and everyone's invited. ... more   less 
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