We stayed at this property in March 2011. We were very impressed with the club lounge on the bottom floor with wonderful service and food stations. The gym was also a highlight of this hotel in 2011. However, they no longer exist. They have decided to remodel this relatively new hotel and if you have visited prior to the beginning of this year you will be very disappointed with the Club Lounge and Gym. The gym has been relocated to a back section of the Spa. And the club lounge has been moved to where the old gym used to be, overlooking the pool area.
This is not noted anywhere on their site and when we booked our room earlier this year with Award Points it was not noted. We also wrote directly to the hotel in July of this year to express how happy we were to be coming back to enjoy their Club Lounge and Gym for a weekend stay celebrating our Anniversary and their response neglected to notify of these two facilities no longer existing as we experienced it during our previous stay. Also, our 1 week confirm from the hotel said nothing of the remodel.
When we checked in we were greeted by the Rooms director. My wife inquired what happened to the old check-in area for Club members she informed of us of the remodeling.
We checked-in went to see the new gym and club lounge. What is amazing is they didn't ruin one facility, they ruined two! Taking out the gym and club lounge. Both were below average. The club lounge is not worth any extra money. The old gym room is not set up for being a club lounge. The beer was warm, food was walked in from the restaurant next door and the Lay potato chips were a nice touch. This club lounge is not 10% of what its old club lounge was in 2011.
The gym is now jammed in the corner of the Spa. I informed the Rooms director that they should remove the pictures of the old gym from their website. This has been done.
We made a special trip to Macau to stay here at the Grand Hyatt. And to disclose; it was on Awards Points for the Platinum member. I asked to speak to the GM or Assistant GM. The highest person available to talk to was the Rooms director since it was a Saturday.
If this was our first stay we would have not known any better and I think that is what management is betting on in this case. However to us it was deception. We could have spent our Anniversary anywhere or used our points at any Hyatt.
After 2 hours we negotiated a solution. They would let us stay that evening in our booked room, no upgrade as orignally offered. They would refund our points for both nights and they were kind enough to call Hong Kong and book us an extra night at our next place of stay (Four Seasons) for $1000US at our expense.
Our special day that we planned at this Grand Hyatt Macau was a big disappointment. I don't like having to negotiate to get a refund on our points for what the Grand Hyatt Macau misrepresented.
We did get to experience the Club Lounge and I can report that it is well below average in food quality and drinks relative to Club Lounges found in Asia. Actually, when we were there, two employees of the hotel used the Club Lounge as a Employee lounge, one actually was still in his work outfit (a chef). Enjoying coffee and cold beverage during Cocktail time while the room was almost full and guests were using the lounge. (See Pic) I confirmed with the Host and Hostess that they were indeed employees. They went to the employees and told them of my inquiry and in turn the employees responded, "Who Asked?". They soon thereafter got up and marched out the front door of the lounge.
Other Practical info:
Room was not very clean this visit. Black hairs on the couch.
They are building the Wynn hotel next door on the side facing the Macau Airport. So currently you hear them "Pile" driving supports into the ground.
In the middle of the night for a couple of hours there was a woman roaming the hallways drunk and screaming like she was dying. Security never came, so I am not sure what the hallway cameras are for at this hotel.
I did receive a voicemail from the Hotel Manager later that evening, however it was too late. I had already explained my disappointment to several people and he should have been there when I asked for him.
This Hyatt was a huge disappointment. It was not about the Points or Money, but the time and expectation of what we knew this hotel used to be during our previous stay.
From my experience this trip and what I witnessed, I feel there is a management problem. They need to be more proactive and more hands on perhaps.
May I again recommend posting on your website's front Page(as Grand Hyatt San Francisco currently does during a Lobby renovation) that you have relocated the Gym/Club Lounge while you build a better club lounge projected to be finished June 2013. Therefore you won't be deceiving a previous guest out of money/points and their valuable time.
We did have a wonderful breakfast before we left the Hyatt as we happily went to a proper 5 star hotel in Hong Kong.
- Official Description (provided by the hotel):
- Grand Hyatt Macau hotel is located in the Cotai area between the islands of Coloane and Taipa, off the tip of Macau Peninsula, China. Our Cotai hotel is part of the City of Dreams urban resort integrating entertainment, dining and shopping options. The hotel features 791 rooms & suites with spectacular views over Cotai and the west banks of Pearl River.With well-equipped MICE facilities and signature restaurants, Grand Hyatt Macau hotel promises to provide magnificent services to every guest visiting the cosmopolitan cultural city of Macau.Our hotel in Cotai is easily accessible from Macau and Taipa ferry terminals, China Border Gate and Macau International Airport. ... more less
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- Also Known As:
- Grand Hyatt Macau Hotel Macau