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“Our mothers birthday”

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Sheraton Grand Macao Hotel, Cotai Central
Ranked #18 of 94 Hotels in Macau
Certificate of Excellence
Reviewed May 20, 2013

Despite the size of the hotel, we had experienced a truly personalized treatment throughout our entire stay. The birthday dinner that had been arranged for us at Bene, was so exceptional that it brought my mother to tears. A big thank you to the entire team there.
Amenities and Service is exactly as you would expect from a 5 star property. At no moment you realize that you are staying in a 4000 room hotel.

  • Stayed: May 2013, traveled with family
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Thank Alex h
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SheratonMacao, General Manager at Sheraton Grand Macao Hotel, Cotai Central, responded to this reviewResponded May 21, 2013

Dear Alex h,

Thank you for your review. We are pleased to know you and your family have enjoyed the stay at our hotel and had a memorable birthday celebration. You kind words have been shared with our associates. We look forward to welcome you back soon.

Warm regards,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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3,332 - 3,338 of 5,453 reviews

Reviewed May 20, 2013

This is not the first time I stayed in Sheraton Macao. The reason for me to stay in this hotel not only because the facilities, cleanliness & location of this hotel are excellent but also the service provided by them (i.e. efficient & attentive). I would like to specially thank Alessandro and the Guest Relations Team.

I highly recommend my friends to stay in this hotel. Definitely, I would come back!

  • Stayed: May 2013, traveled with friends
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Thank I T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 19, 2013

I waited a few weeks to write this review because I wanted to see if my disappointment with this hotel decreased. However, after all this time, I am still regretting my decision to stay at the Sheraton Macau.

We chose this hotel over the Holiday Inn because as SPG members we have always been impressed with the high quality service from the Sheraton brand. However, if I ever go back to Macau then I would definitely choose the Galaxy or the Holiday Inn over the Sheraton.

After prepaying our room in advance, we were informed by our airline that our flight had been cancelled so we would need to fly home a day earlier. After many painful discussions with the Sheraton they were unwilling to refund our additional night. We weren’t happy but ok with this especially since we would still get the SPG points. However, because we checked out on Saturday night instead of Sunday morning they are now refusing to give us the SPG points. We paid almost 200USD for a night we didn’t use and the hotel was well aware of our situation. A good loyalty program would either have let us get the points because we paid, or let us checkout early as requested and we don't pay for not being there. Had I known they were going to be so cheap, I would have just left without following the proper check out procedures and let them think we left Sunday morning just so I could get the points.

I really can’t believe how little they think of their loyal customers.

If you disregard their lack of customer service, the hotel itself is probably a 4/5. The quality of the room is typical of a Sheraton. The one pool that was open was nice but far too small for the quantity of guests. Just keep in mind that all the hotels in Macau are basically the same. The Sheraton is nice, but so is every other hotel on the Cotai strip. If you are looking at hotels in the same price range, I recommend the Holiday Inn or the Galaxy. All have shuttles to/from the airport, all are walking distance to each other, and all are located close to the old town which has quaint bars and restaurants (although the Galaxy is the closest to the old town).

Room Tip: There are two towers and one is newer. I recommend asking for a room in the newer tower.
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  • Stayed: April 2013, traveled as a couple
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3  Thank jpcanada
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SheratonMacao, General Manager at Sheraton Grand Macao Hotel, Cotai Central, responded to this reviewResponded May 24, 2013

Dear jpcanada,

Thank you for your feedback in connection with our services that did not meet your expectations. Please accept our apologies for the inconvenience caused to you during your stay at our hotel. We agree that the high standards of our services were not met in this instance. We are taking every action possible to make sure that our services will be improved, and we assure you that 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, please accept our sincerest apology for any inconvenience this may have caused you. We highly appreciate 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.

Warm regards,

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Reviewed May 19, 2013

This is an interesting property for a variety of the reasons. It's the biggest Sheraton in the world, with literally thousands of rooms on the sprawling property, and they're not small. As a Platinum SPG member, I was upgraded from my standard room to a Deluxe Suite that approached 1000 feet, with a media room, full living room, and enormous bathroom. Suite upgrades, from what I can tell, are far from uncommon, and the materials in these rooms are literally shiny and new. Everything is glossy and modern. These are some of the best rooms you'll see within the Sheraton system. The club lounge is enormous and almost comically overstaffed; every time I visited the lounge, I was greeted by no fewer than five employees.

The lows, though, make it clear how this is still a young property. Checkin is at one of three different locations -- the East checkin (where shuttles stop), the main checkin, or the club lounge. I somehow was directed to each of the three locales while I was trying to checkin. While English is excellent among the people in the club lounge and behind the front desk, other employees I interacted with (room service, phone operator, security) had extremely limited English-language abilities. (Room service was also really subpar.) There's also no store to purchase sundries or travel necessities, despite the fact that this is an enormous hotel in the middle of a even bigger shopping center. Just bizarre.

That all adds up to an average experience. The good news is that the bad stuff can all be fixed; that's all "soft" product, which will improve with training and time. When that happens, this will be a great property, because the "hard" product is just phenomenal.

  • Stayed: May 2013, traveled solo
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Thank latrell1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SheratonMacao, General Manager at Sheraton Grand Macao Hotel, Cotai Central, responded to this reviewResponded May 21, 2013

Dear latrell1,

Thank you for spending your time to share with us your experience. We are glad to know you have enjoyed hotel facilities. Thank you for letting us know that the service level has not met your expectation. 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 staying with us and we hope to welcome you back soon.

Warm regards,

Report response as inappropriate
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Reviewed May 19, 2013

A short holiday with my mom and sis. Picked this hotel as we wanted to stay in the Cotai Strip and the Sheraton rooms has large rooms with double beds so it could accommodate 3 of us comfortably. The price was very competitive for similar hotels in the Cotai Strip.

Accommodation: Large spacious room and bathroom. Double beds could sleep 4 pax easily. Usual Sheraton amenities. Housekeeping was prompt and room was clean and made everyday.

Some of the previous reviewers commented about the size of the hotel. It is very large with different towers so be prepared for a short walk from the lift lobby up to your room to the main lobby where the concierge and reception is.

Although the casino is on the ground floor, we didn't have any problems with noise and slept very well. We actually like the convenience of having the casino located in the hotel as we could have a few gos at the slot machines for fun after a day out before heading back to our rooms. Actually won a couple of bucks! The freely available bottled water and enforcement of non-smoking in the hotel premises was a big bonus, as other hotels and casinos (like the Venetian) do not readily provide water and are fairly lax about the non-smoking rule.

There's a pool and gym which we didn't use. We were there in Feb and it was still slightly chilly.

Food / Location: One of the main reasons why we picked the Sheraton was because of the attached malls in the Cotai Strip which are accessible within walking distance.

There was an excellent japanese restaurant in the attached mall (just up the escalator near the jewelry shops) and the foodcourt has a great cooked food / "zi char" stall. There's also MacDonald, Starbucks and Koi Kei and plenty of other shops - no need to venture very far!

A longer walk (10 - 15 mins, all sheltered and with A/C) brings you to the Venetian where you can have the famous Lord Stow egg tarts. If you wanna head out to other places to eat, taxis are available at the main lobby (may have to wait 10 - 15 mins during peak hours) or you can hop on one of the shuttle buses.

If you're planning to spend most of your time in the Cotai Strip, the location can't be beat cos you can easily head back to the hotel on feet. I find it has become more and more difficult to get a taxi in Macau due to the increasing no of tourists and buses are not that convenient to get around.

Service: Staff didn't let us know there was a separate reception area for SPG guests at check-in so we had to use the main reception, which was ok but it would have been nice to be informed of this at the start instead of at the time of check-out! The separate reception area was more comfortable with complimentary drinks and seating. Main lobby / reception can be quite chaotic especially if it's the weekend.

Most staff spoke English, Mandarin or Cantonese so communication wasn't a problem. Special shout-out to one of the staff who helped my sis retrieve her wallet from lost & found - she lost it while we were playing the slot machines in the hotel's casino and it's amazing someone actually returned it! Lost all her cash but cards and other stuff were in there, very surprised she got them back considering she lost it in the casino!

Location: We specifically wanted to stay in the Cotai Strip so the location of the hotel can't be beat. It's also a short shuttle bus ride to the airport (the ride is free), longer for the ferry terminals. We did head out to see the sights like St. Paul's Cathedral, Ah Ma's temple, etc but that was just a day trip. IMHO, mainland Macau feels too much like HK and if you're in Macau for the glitz, unless you're staying near the bridge connecting Macau to Cotai where Sands, Lisboa etc are, the Cotai Strip is a much better choice.

Wifi: Can't recall if there's free WIFI in the rooms or lobby but there are some computers at the main lobby which is free for guest usage. Standard Sheraton service which I highly appreciate.

  • Stayed: February 2013, traveled with family
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2  Thank Yvonne K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 17, 2013

We are a young couple who came to macau for a relaxing weekend away. We decided to pay more for the Club Floor as thought it would be nice to have some extra things included during our stay. We have enjpyed the club floor at pther hotels during our travels but we both felt that it was not worth the extra money at the Sheraton. Both times we went to the club lounge we had to queue up for tables and the staff were rushing around trying to seat people. Tables were cluttered with dishes and they were under staffed, lining up beside the toilets was not pleasant. We did not enjoy the club lounge, it is dark and quite far away from the club floor rooms. There are no other benefits staying in a club room, you get breakfast included and the afternoon tea in the lounge. There is no special check in and nothing else that sets the club floor apart from the rest of the hotel. This is a huge hotel full of people, queuing up and noise, if you are looking for a relaxing weekend away, we would recommend not staying here. We were disappointed that our weekend away was not relaxing.

  • Stayed: May 2013
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2  Thank HKchic
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SheratonMacao, General Manager at Sheraton Grand Macao Hotel, Cotai Central, responded to this reviewResponded May 20, 2013

Dear HKchic,

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 services at Club Lounge, we have shared your feedback with related department for further review. We will 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.

Warm regards,

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Reviewed May 17, 2013

My friend & I always come to Macao for party. This time we choose Sheraton Macao coz we heard it is new and the service is good.

We stayed in the Club room with access to the Sheraton Club for breakfast. The associates are very nice and always greeted me and my friend whenever we entered with smiles.

When we checked in on Friday, Front Desk informed us about SOCIAL HOUR in the lobby. UNBELIEVEABLE......US $15 for UNLIMITED wine (red & white) offers plus snacks (cheese, mii burgers, and ham, etc) per person. We got seated by the exclusive SPG area. MY GOD....we were PLEASED!!

Guess what happened afterwards? They have invited DJ & dancers in this pool called Jaya. We didn't even need to go out of the hotel........The price is reasonable, nice location (outdoor / fresh air) and great people there. Not to mention the music!!

I will be back, Sheraton!

Room Tip: Best chill-out Place in Jaya & Social Hour.....
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  • Stayed: May 2013, traveled with friends
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1  Thank Jessica B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SheratonMacao, General Manager at Sheraton Grand Macao Hotel, Cotai Central, responded to this reviewResponded May 20, 2013

Dear Jessica B,

Thank you for taking your time to share your comments with us. We are pleased to know you and your friends have enjoyed your stay at Sheraton Macao. We have “Social Hour” and Jaya Pool party on each weekend, we hope to welcome you back soon.

Warm regards,

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 Sheraton Grand 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 Casino and Gambling Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #18 of 94 Hotels in Macau
Price Range: $118 - $249 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Sheraton Grand Macao Hotel, Cotai Central 4.5*
Number of rooms: 4001
Official Description (provided by the hotel):
Sheraton Grand Macao Hotel, Cotai Central is the largest hotel in Macao with 4,001 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 Grand 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. With its central location, modern facilities and friendly world-class service, Sheraton Grand 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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