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“Loved the family suite!” 4 of 5 stars
Review of Sheraton Macao Hotel, Cotai Central

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Sheraton Macao Hotel, Cotai Central
4.5 of 5 Hotel   |   Estrada do Istmo. s/n, Cotai, Macau, China   |  
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Ranked #13 of 85 hotels in Macau
San Francisco, CA
Senior Contributor
35 reviews 35 reviews
30 hotel reviews
Reviews in 27 cities Reviews in 27 cities
34 helpful votes 34 helpful votes
“Loved the family suite!”
4 of 5 stars Reviewed January 6, 2013

We used a platinum upgrade to check out Macau on a weekend trip in the executive suite. Took the very convenient free shuttle from the ferry station and checked in at the convenient and less crowded lobby side check in area next to the bus (not the main lobby check in). When we checked in as a family of 4, we chatted with a front desk manager nearby, and he very nicely suggested that we have a family suite rather than the executive suite. It's people like him that make us so loyal to Starwood. The family suite was perfect for us, so much so that the kids did not want to leave the hotel and just wanted to hang out in their room the whole weekend, equipped with a large screen TV, Wii, bunkbeds (single on top and full size on the bottom), a stepstool and protective corners in the bathroom (and kid toothbrush and toothpaste and robe and slippers), etc etc. Kids are already asking to go back specifically to the Sheraton Macau. I think they just really appreciated the special details just for them in the suite. In one of the reviews below, someone mentioned cookies and candy, we did not get them in the family suite, but did not need them for the kids to fall in love with the room.

Staff - I notice that the "manager" type levels tended to be around and very good, but the majority of the other employees appeared new and less sure of how to give excellent service. However, I felt like that about the other nearby hotels (in asking for directions to the other casinos nearby). The place is big, but you have to expect this when you are choosing to go to the largest Sheraton in the world. However, there is a lot of staff standing around to direct you where you need to go, and we never had to wait, for check in/out or breakfast. When we had breakfast in the club lounge, there were 6 people waiting to check us in, and no other guests waiting. I can see how I would be annoyed if 200 people were in front of me to eat breakfast, but that was not the case when we visited. In fact, in walking around the other hotels, it felt less crowded at the Sheraton b/c the adjoining mall is so large and I think the Sheraton does not have a "draw" for random guests to come visit, like the Venetian Gondolas or the House of Dancing Water Show at the City of Dreams. We got lost once, and it looked like 3 "suited" managers were nearby, one specifically approached us to ask if he could help. After walking around once or twice, you can figure it out, so I don't think it's unreasonably confusing or large. In fact, the location and transportation is very good. Free shuttle to ferry, walking distance to city of dreams, venetian, four seasons, hard rock, etc. Free shuttle walking distance to Macau downtown plaza area (Wynn, tourist sites).

Food - the lounge food was fine. It has a larger selection than most lounges, but most hotels allow platinum guests to eat free breakfast at the lounge or in the breakfast restaurant (not here). Had the staples. It was nice that the hotel was attached to a mall with a food court that was also fine. We also ate at the dim sum restaurant in the mall that was good and reasonably priced. (yum cha, near the mcdonalds)

All in all, we really enjoyed our visit and will definitely return, probably when the weather is nicer so we can check out the pool.

Room Tip: choose how close you want to be by the elevator, b/c the hallways are long.
See more room tips
  • Stayed January 2013, traveled with family
    • 4 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
    • 4 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.
SheratonMacao, General Manager at Sheraton Macao Hotel, Cotai Central, responded to this review, January 10, 2013
Dear sfgirl3,

Thanks for staying at Sheraton Macao Hotel. We are pleased to know that you had an enjoyable stay at our hotel, especially your children had a fun-filled experience at our Family Suite.

Once again, thank you for taking the time to let us know how you feel about services, it really means a lot to our associates. We look forward to welcoming you back in the near future.

Best regards,
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (377)
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English first
Singapore, Singapore
Top Contributor
78 reviews 78 reviews
64 hotel reviews
Reviews in 54 cities Reviews in 54 cities
92 helpful votes 92 helpful votes
3 of 5 stars Reviewed January 5, 2013

We booked an Executive Suite with Club Floor privileges. The suite was very nice and well appointed, but that is where our happiness ended.

This hotel has 4,000 rooms so we thought a Club Floor would provide a more personal service and less crowds - we were soooo wrong. The whole Sheraton Macao club experience was a disappointment. The club lounge looks like a converted ball room, the food and beverage service feels like a slightly upscale cafeteria. It was noisy not enough chairs, no service, and uncontrolled children running around the lounge.

We couldn't even get into the lounge for breakfast, day 1 as it had a queue of 200 people (I am not exaggerating I counted them) waiting to be seated for breakfast... ! Day 2 was the same so we queued in the shorter queue in the hotels main restaurant (only 60 people in front of us).

I asked the club lounge receptionist how many people were staying in club rooms as the facility could not cope with the number of people in the lounge, she advised me that (whilst we staying) 500 rooms had club floor access as anyone can pay a small premium at checkin to access the Club Floor ..... You can imagine that if you are paying for a suite hearing this does not make any future stays stays at Sheraton properties an attractive proposition.

My recommendation stay somewhere else or book a standard room and and eat elsewhere.

Room Tip: Don't book a Club Floor
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  • Stayed December 2012, traveled as a couple
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 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.
SheratonMacao, General Manager at Sheraton Macao Hotel, Cotai Central, responded to this review, January 11, 2013
Dear GlobalNomad62,

We would like to thank you for spending your time to inform us that our service did not meet your expectations. We regret any inconvenience you have experienced, and assure you that we are anxious to retain you as a satisfied guest. Regarding the long queue and overcrowding situation in the Club lounge, respective departments are taking every action possible to make sure that the situation will be improved.

Once again, please accept our sincerest apology for any inconvenience we have caused you. We are grateful for your feedback as it will assist us in becoming better at what we do. We would like to regain your trust and hope to serve you again in the future.

Best regards,
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Singapore, Singapore
1 review
5 of 5 stars Reviewed January 4, 2013

New hotel in town which feels like a hotel. You can meet warm and friendly staff the minute you enter the hotel where staff greet and smile at you. The difference to other hotels in Macau, we feel welcomed and not just another guest.

  • Stayed December 2012, traveled with family
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SheratonMacao, General Manager at Sheraton Macao Hotel, Cotai Central, responded to this review, January 31, 2013
Dear SGkid,

A big thank you for your wonderful feedback and great support to us! It would be such an encouragement to our associates who always strive to provide excellent service to our guests with a personal touch.

We look forward to welcoming you again soon!

Warm regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sydney, Australia
Contributor
17 reviews 17 reviews
14 hotel reviews
Reviews in 11 cities Reviews in 11 cities
11 helpful votes 11 helpful votes
4 of 5 stars Reviewed January 4, 2013

Just spent 2 nites there with my family on a club floor room. Everything there is 5 stars ecept
I really don't like a hotel on top of a casino.
Breakfast and afternoon tea are good, especially one of the chinese dim sum at breakfast,
taste excellent.
However, the cleaning of the room is up to standard, first when we becked to our room at 3pm, the room still not beeen made up, we have to call the house keeping. More, after the room
been cleaned, our coffee mugs which we used the nights before still there not taken away.
On the whole , the staffs are well trained and very friendly and helpful.

Room Tip: book a club floor room, otherwise you will be at a check in lobby (so big) like you are at HSBC Hon...
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  • Stayed January 2013, traveled with family
    • 5 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 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SheratonMacao, General Manager at Sheraton Macao Hotel, Cotai Central, responded to this review, January 10, 2013
Dear Peter S,

Thank you for staying at the Sheraton Macao Hotel. Your thoughts are important to us, but we are especially pleased when the feedback is positive. Moreover, thank you for bringing to our attention on cleanliness of the room, we have shared your feedback with the respective department for review and improvement. Additional training and guidelines will be provided to our associates to ensure we meet the Sheraton standards, and more importantly to meet our guests’ expectations.

Once again, thank you for taking the time to let us know how you feel about our services. We appreciate your stay and truly want to make your experience as pleasant as possible. We look forward to serving you again in the future.

Best regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sydney, Australia
1 review
5 of 5 stars Reviewed January 3, 2013

Everything about this hotel was fantastic - the location, the service, the rooms, the food & their amazing Spa. Located in the center of the shopping, dining and entertainment strip, there is nothing I can really fault about this hotel. The rooms and the view of the several pools was amazing, the Club experience which included free wifi throughout the hotel and free cocktails & breakfast was very handy. I had a couple of treatments at the Shine Spa which was unbelievable. The hotel is extremely well maintained and clean...but the most impressive aspect of our stay was just how friendly and helpful the staff were. This type of service is something you don't experience often and in all my travels I'd have to say is one of the best experiences I've had. Can't wait to stay here again in the future!

Room Tip: Definitely go for the Club Lounge option!
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  • Stayed December 2012, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 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.
SheratonMacao, General Manager at Sheraton Macao Hotel, Cotai Central, responded to this review, January 31, 2013
Dear Houri G,

Thank you for your wonderful support for Sheraton Macao Hotel and your encouraging feedback prompts us to continue providing excellent service to our guests with a personal touch.

We look forward to welcoming you again so that we could bring you another memorable stay!

Warm regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
India
Contributor
18 reviews 18 reviews
16 hotel reviews
Reviews in 14 cities Reviews in 14 cities
12 helpful votes 12 helpful votes
5 of 5 stars Reviewed January 3, 2013

Recently stayed at the newest property on the Cotai Strip, The Sheraton Macao at the Sheraton Club and the suite was absolutely amazing.
Very comfortable king size bed and a wonderfully big living room. It had all the works, two 40+ Led screens, huge bathrooms with a really nice bathtub.
Complimentary Wifi service along with buffet breakfast and evening cocktails. Although we never got to enjoy the cocktails as we were always out around that time.
I was a bit disappointed with the quality and the spread of the breakfast though, firstly it wasn't in a restaurant and it looked like what i thought was a banquet hall and secondly it wasn't as great a spread as you would find in other SPG hotels.
Besides that minor hiccup, the stay was wonderful, the staff is very helpful and best thing about the hotels at the strip is the complimentary shuttle service to almost all of macau.
Would love to stay there again.

  • Stayed December 2012, traveled with family
    • 4 of 5 stars Value
    • 4 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 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SheratonMacao, General Manager at Sheraton Macao Hotel, Cotai Central, responded to this review, January 31, 2013
Dear Monk5000,

Thank you for choosing Sheraton Macao Hotel for your first trip to Macau. We are pleased to know that you enjoyed everything at our hotel as well as the services provided to you by our associates. Your encouraging feedback prompts us to continue providing excellent service to our guests.

We do look forward to your return in the near future.

Warm regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
1 review
5 of 5 stars Reviewed January 2, 2013 via mobile

Gloria Hu from executive club lounge has been very helpfully. One time I needed to use a conference room in club lounge urgently and she managed to arrange everything for me within few minutes upon urgent request. It is important service as business customer. Overall staff at hotel are polite, professional like having butler service at St Regis.

  • Stayed January 2013
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 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.

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Additional Information about Sheraton Macao Hotel, Cotai Central

Address: Estrada do Istmo. s/n, Cotai, Macau, China
Phone Number:
Location: China > Macau
Amenities:
Bar / Lounge Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #13 of 85 hotels in Macau
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — Sheraton Macao Hotel, Cotai Central 4.5*
Official Description (provided by the hotel):
Sheraton Macao Hotel, Cotai Central is the largest hotel in Macau with 3,896 well-appointed guestrooms and suites. It is also Starwood Hotels & Resorts’ largest hotel and Sheraton Club worldwide. Spread over two towers (‘Sky’ and ‘Earth’), Sheraton Macao Hotel, Cotai Central offers three signature restaurants, a lively lobby lounge, extensive function space, Shine Spa for Sheraton, three outdoor swimming pools and a new holistic approach to fitness with Sheraton Fitness Programmed by Core Performance®. With its central location, modern facilities and friendly world-class service, Sheraton Macao Hotel, Cotai Central is your ideal choice to experience the diverse and colorful culture of this unique city. ... more   less 
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