After having read all of the very positive reviews about the Sheraton Macau, I was really looking forward to our stay. However, I return home rather disasppointed by the who experience.
The hotel is new and as such it looks great. I have no complaints about the "hardware" (ok, I have one, which I will mention below). The hotel rooms are adequately sized, if not very large. The facilities are all very good. The bed is extremely comortable and I slept very well both nights we were there. The bathroom was large and had all of the essential facilties. The toilet itself was slow to fill after use and a little noisy, but no big deal. The only issue I have with the room is the soundproofing to the corridor. The door is very thin and basically you can hear everything that goes on in the hallway. Every footsetp, every word, every child running and screaming at all hours of the day and night can be heard. At times you had to wonder if the people were in your room with you. It made for restless nights as it seems the hotel never quietens down. That aside, everything else in the room was fine, and it presents fair value for money.
The bigger issue is with the staff. The check in lady we had was quite simply awful. She was unaccomodating and every simple question was met with a "not possible" reply. Rooms on the same floor ? No. Interconnecting rooms ? Impossible. We spent a long time at check in to get no where. Some training on delivering "bad news" is definately required. Also I was shocked to have a calculator thrust in my face whilst the lady screamed at me that this is the amount we had to pay. As we were checking in, I was rather confused but it turns out they hold the full amount on your credit card. Not an issue, but I never had anyone in any hotel anywhere ever do this to me. It was extremely low class and made me feel rather like a criminal who was going to run away before paying their bill.
The hotel is busy. Do not have any illusions of a quiet weekend away. The pool is not very attractive, but I guess no-one goes there for the pool. We were there on a busy weekend (Easter), but the sheer volume of people was quite overwhelming.
There are better hotels in Macau. The Wynn is far more relaxing, the Grand Lisboa is totally manic, so you can take your pick depending on what you want.
Would I stay at the Sheraton Macau again ? Probably not. For this level of hotel I would rather recommend the Galaxy hotel.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking the time to share your experience with us. While we strive to provide the best service to our guests at Sheraton Macao Hotel, we are very disappointed to know that our service did not meet your expectations. Please accept our apologies for the inconvenience caused to you during your stay at our hotel.
Regarding the soundproofing of the door, we have shared your feedback with related department for further review. We also provide additional training and guidelines to our associates so to ensure we meet the Sheraton standard, and more importantly to meet our guests’ expectations.
Once again, please accept our sincerest apology for any inconvenience this may have caused you. We highly appreciated your feedback, as it will assist us in becoming better at what we do, and we hope for the opportunity to serve you again in the future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.