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“Poor service check in”
4 of 5 bubbles Review of Galaxy Hotel

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Galaxy Hotel
Ranked #11 of 95 Hotels in Macau
Certificate of Excellence
Hong Kong, China
1 review
“Poor service check in”
Reviewed May 20, 2013

When we arrived to check in they received travel agency notice you to cancel a reservation
No record of our reservation number
Could not find reason why cancel, we waiting check in over 30 mins
than we phone to travel agency ask what happens cancel my reservation and they said still have reservation
they check not cancel , we told the staff travel agency say they do not cancel this booking
Finally, over 45 mins hotel staff they say is computer system error !!!

  • Stayed May 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank kacy paris l
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
galaxymacau, Manager at Galaxy Hotel, responded to this review, May 21, 2013
Dear kacy paris I,
Thank you for sharing your experience regarding your recent stay at Galaxy Hotel. I sincerely apologize for the shortfalls you have encountered during check-in. Please be assured that this is by no means normal practice and we normally pride ourselves with a good quality product as well as a warm, friendly and efficient Guest experience. I have been in touch with you separately and will be sure to follow up the issue with the related team. . It was a pleasure to have you as our guest, we hope to be able to welcome you back and once again to meet your expectations.

Sincerely yours,
Nathan Yu
Guest Care Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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2,188 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (360)
Date | Rating
  • Chinese (Traditional) first
  • Chinese (Simplified) first
  • Danish first
  • Dutch first
  • English first
  • French first
  • German first
  • Hebrew first
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English first
Kuala Lumpur, Malaysia
1 review
Reviewed May 19, 2013

We had very bad check in time for three rooms at 3.00p.m, 5.00p.m and last room at 6.30p.m also not yet ready. Besides this, everthing was excellent and I hope it would be better check in time on my next visit

Room Tip: Rooms was spacious and comfortable
See more room tips
  • Stayed May 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank May Ling C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
galaxymacau, Manager at Galaxy Hotel, responded to this review, May 21, 2013
Dear May Ling C,
While I am very pleased you found everything to be excellent during your stay, I am sorry for the long wait at the check-in counter. Unfortunately being a popular destination can also make us a busy one & especially during the summer weekends. We hope the variety of activities we offer within the same property makes for a more pleasant stay. Thank you for sharing your feedback with us and we hope to be serving you again in the nearest future.

With warmest regards,
Nathan Yu
Guest Care Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
hong kong
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed May 17, 2013

it's my first time staying at the galaxy , even it's not a direct booking from the hotel, but the experience is pleasant and memorable. the room is clean and the housekeeping staff are all fabulous.

special thanks for the special arrangements of our anniversary,

looking forward to stay at the okura and banyan tree in the near future, if there's any promotions, please update me.

after all, thanks again for such a wonderful trip and stay.

  • Stayed May 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank willytam
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
galaxymacau, Manager at Galaxy Hotel, responded to this review, May 21, 2013
Dear willytam,
I was happy to read that your recent visit was a pleasant and memorable one. I was also very pleased to know that you have enjoyed your room, service from Housekeeping and the personal touches we provided for your special occasion. Please do come and visit us again in the near future and we look forward to welcoming you back to us.

My kindest regards
Nathan Yu
Guest Care Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Vancouver, Canada
Level Contributor
16 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed May 17, 2013

We had the suite and it was spacious and beautiful. The room also came with a complimentary mini-bar stocked with beverages and snacks, which was extremely thoughtful.However there were some stains on the couch which looked like blood?

The majority of the hotel staff provided great service but I question the position of some of the hostesses who were dressed up and stood around not doing/saying anything to the guests

The buffet breakfast was included with my package and it was great. There were many options to choose from.

We will be back in the future for sure as it was very enjoyable for a reasonable price.

  • Stayed May 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank dsh0206
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
galaxymacau, Manager at Galaxy Hotel, responded to this review, May 21, 2013
Dear dsh0206,
I wish to thank you for taking the time to share your feedback with us. While I am delighted to know that you have enjoyed your suite and found our staffs were helpful; still, I wish to apologize that our housekeeping team had failed to notice the problem with the couch. I have been in touch with you separately and will be sure to follow up the mentioned issues with the related team. We truly appreciate your comments and I do hope that we can look after you once again in the near future.

Best wishes,
Nathan Yu
Guest Care Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed May 17, 2013

comfortable room, nice casino. I can spend a quality time on enjoying the holiday. However, there is still room for improvement to make it perfect. For instance, if it can arrange the check-in time to be early, it may be better. (check in time is 3pm, but we waitting over 1 hours for check-in)

  • Stayed April 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Kasity
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
galaxymacau, Manager at Galaxy Hotel, responded to this review, May 21, 2013
Dear Kasity,

Thank you for your lovely review. I am very please to read that you have enjoy your experience with Galaxy Hotel. I noted your suggestion and will be sure to share it with our hotel front office manager. It was a pleasure to have you as our guest and we hope to see you again!

Best regards,
Nathan Yu
Guest Care Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Hong Kong, China
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed May 16, 2013

我們十分滿意這兩天在銀河酒店的愉快假期。
酒店的設備和職員的優質服務令我們有賓至如歸的感覺。
I and my wife really enjoyed the stay with Galaxy Hotel Macau.
The room size was massive with beautiful decoration.
Supplied us with complementary drinks & snacks.
Most of the hotel staff had provided us with ver good service.
We sept well on the very comfortable bed.
Galaxy hotel is the best hotel we had stayed with in Macau.

Room Tip: Comer suite is large, quieter & sunny .
See more room tips
  • Stayed May 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Peter D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
galaxymacau, Manager at Galaxy Hotel, responded to this review, May 21, 2013
Dear Peter D,
Thank you for sharing your experience with us. I am delighted to know that you & your wife have enjoyed our hotel and the special decoration in the room for your special occasion. I am also very happy to know that we are your hotel of choice in Macau. We look forward to be serving you again.

Warm regards,
Nathan Yu
Guest Care Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Thailand
1 review
Reviewed May 16, 2013

We went to stay at Galaxy Hotel and experienced very relax and enjoyable trip during our stay there. This hotel have many friendly and poltes staffs and many nice area for taking many pictures. The room that we stayed have all service as many luxury 5 stars hotel. We will surely get back there in the future.

  • Stayed May 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Somnuk S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
galaxymacau, Manager at Galaxy Hotel, responded to this review, May 21, 2013
Dear Somnuk S,
Thank you so much for your constructive feedback following your stay with us at Galaxy Hotel. I am delighted to note that you enjoyed our friendly service and like the design concept of this hotel property as these are clearly two very important factors when selecting a hotel. I have passed on you kind words to my great team here at the hotel and I do hope that we can look after you once again in the near future.

Truly yours,
Nathan Yu
Guest Care 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 Galaxy Hotel

Property: Galaxy Hotel
Address: Avenida de Cotai, 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 Wheelchair access
Hotel Style:
Ranked #11 of 95 Hotels in Macau
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Galaxy Hotel 5*
Number of rooms: 1500
Official Description (provided by the hotel):
As one of the three hotels in Galaxy Macau, the Galaxy Hotel’s 1,500 rooms and suites represent an evolution of resort accommodations. Luxurious and beautiful, these contemporary rooms offer five-star amenities throughout and stunning views that stretch to the city or water landscape. Guests staying at Galaxy Hotel also enjoy free access to the world's largest skytop wave pool and many other recreational facilities and over 50 dining outlets at Galaxy Macau. All rooms at Galaxy Hotel afford guests a level of deep comfort that conveys a kind of respect that only a host with true Asian Heart can present. ... more   less 
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