I spent 1 night with my girl and my parents at this hotel in late August for my birthday.
Before staying I had high expectations in this hotel but it turned out to be rather unpleasant experience.
to be honest, the hotel itself is very nice.
The second you stepped into the lobby it stunned me with the elegant design and layout.
Check in is okay, while staff is very nice and kind.
I booked 2 Premier King bed rooms and I had 1 room at 15th floor and 1 room at 21st floor.
The room is nicely designed, decorated and I had a stunning view over the Cotai strip.
Its over 2K HKD per night but I gotta say its worth every dollar.
I also visited the pool in the afternoon and the gym in the next day morning.
Both facilities is awesome with deep impression.
For example free drinks by the pool and iced Pokari sweat at the gym.
I also asked the Concierge if there are any buffet near COD and he told me there are no buffet in COD but he will check and get back to me.
After 10 mins, he checked and gave me all the details I wish to know and I gotta say its very nice. Feels like VIP.
I even got a free cake with "happy b-day Mr. Wan" on it.
So far, every part is nothing but perfection but it took a steep dive when I checked out.
In the next day morning my father asked me did I used the coffee machine in room, and I was like what? Because there are NO coffee machine in my room. along with a iPhone docking.
So I asked the front desk staff why the set up is different when I was checking out.
At first I got the reply is "The set up will be different depending on floors."
To me this is simply unacceptable, so it means if you got lucky you get a cup of joe.
And my luck just ran out when I was checking-in.
Anyway I know arguing with the front desk staff is totally meaningless so I asked the contact of the manager. By that time I suspect the front desk staff knew they screwed up and tried to cover it up.
By the time my father checked out, the front desk tell him a second reason is "The room at 21st floor got an upgrade. So the set up is different."
OMG, are you even being serious? I stayed at room 1589 and my father stayed at 2187.
The rooms is basically next to each other, the layout, the view and everything is identical. Except for the coffee machine and iPhone docking of course.
So is it my father is staying at room type "Premier King with coffee" and I am staying at room type "Premier King"?
I felt being treated like an idiot and I felt extremely offended.
The coffee machine is not the important at all. All I wanted was the truth and an apology.
But instead I was treated like an idiot.
The management really need to fix this and start to educate the staff, it is the attitude and heart that matters.
Anyway, if you want to be treated like an idiot, feel free to stay at the crown towers.
- Official Description (provided by the hotel):
- Discover unrivalled service, luxury and opulenceOne of the most prestigious luxury hotels in Macau, Crown Towers features 33 luxurious villas out of a total of 290 guest rooms, offering an exclusive experience for those seeking refinement in every aspect of their stay. Standing at the gateway to Cotai, Crown Towers provides stylish accommodation and plays home to The Art of the City collection which highlights Asia’s vibrant contemporary arts scene. ... more less
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- Also Known As:
- Crown Towers At City Of Dreams Hotel Macau