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“Sheraton Macau hgits the ball out of the park!”

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Sheraton Grand Macao Hotel, Cotai Central
Ranked #18 of 95 Hotels in Macau
Certificate of Excellence
Reviewed August 14, 2013

My family and I had an extraordinary (yet very brief) stay at your lovely hotel last week ... thanks for everything your staff did for us, including the wine and chocolates for our wedding anniversary.That family suite is SO amazing !!!

Best wishes

Tim

  • Stayed: August 2013, traveled with family
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1  Thank SerialTraveller101
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Reviewed August 13, 2013

Having stayed in Macau numerous times, I can say that this hotel falls short. This hotel opened up less than a year ago so the standards should be high being that Macau is continuously growing becoming more competitive.

First off, I was put off by the fact that the wifi here is not free. Free in the lobby but you have to pay in the rooms. $30 an hour or $120 a day. Quite ridiculous. So needless to say, it looks like waves of hoarders in the lobby. They sit wherever there is room to, which is already limited, with their faces glued to their phones taking advantage of the free wifi. So no sitting room in the hotel. This leads to the next turn off:

The lobby is set up oddly. The casino is dead center so the rest of the hotel sort of wraps around it, leaving a narrow walkway that makes the hotel seem way busier than it is. While all of this is off putting, there are a few good points to notate. The hotel is new and clean. The rooms are not quite as spacious as other Macau hotels, but comfortable. The hotel is connected to the never ending network of surrounding hotels and casinos which is typical in Macau. The Venetian and Four Seasons are within walking distance. The Sheraton is part of Sand Cotai which includes the Conrad hotel.

The service in this hotel lacks, which is normal in Macau. But Sheraton, don't let the status quo dictate your standards. The four seasons and grand hyatt served us with world class service so you can't say that you can't teach your people the same. We were in the lobby looking for the bus lobby and we kept walking around while the staff there were looking at us. You would think they would help us but we had to ask. Also, we were never once greeted at all during our stay. Very dismal at best was our experience with the service.

Having stayed in Macau numerous times, I would first suggest the Grand Hyatt and Galaxy hotels. Four seasons is quite nice as well. All of the prices are very similar of you book your tickets at the ferry counters in Sheung Wan in Hong Kong. I paid $990 HK or $127 US a night.

  • Stayed: August 2013
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Thank Scottr1984
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 August 14, 2013

Dear Scottr1984,

Thank you for sharing your experience with us. We regret to hear our facilities and services didn't meet your expectation. We apologize for the inconvenience caused during your stay. Your feedback and comments have been shared with relevant teams for further review. Additional training and guidelines will be provided to associates for improvement. Once again, thank you for staying with us and please accept our sincere apologies. We hope to have chance to serve you again.

Best regards,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 13, 2013

I traveled in Macau last 4 monthes,stayed in the hotel for 54 nights.Many employees made a great impression on me,thanks for your patience and passion.
As a p mumber,i enjoyed room upgrade every stay.
About breakfast,it could be better to add some chinese food.

Room Tip: rooms on xxx24 or xxx26 are very good position for night view Venetian and Macau.
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  • Stayed: July 2013, traveled on business
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Thank chuang f
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed August 12, 2013

good place to stay. But their call center heard like sleepy. and don't know what is loofa. And take long time to bring up the duvet. But still a good place to stay.
upon check in, there is one handsome like duty manager, escort to counter really nice and warm.
btw, the guest service luggage staff seems not so welcome.

Room Tip: Face to Pool, high floor
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  • Stayed: July 2013, traveled with friends
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Thank jingyang900105
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 August 14, 2013

Dear jingyang900105,

Thank you for your review. We are glad to know in general you have enjoyed the stay with us. We regret to hear that some of the service we provided didn't meet your expectation. We have shared your feedback with relevant teams for improvement. Thank you for staying with us, we hope to welcome you back soon.

Best,

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Reviewed August 12, 2013

As soon as we entered we were amazed by the size and scale of the hotel. We were given a priority check in as we booked from their website which saved us a lot of time. The base category room provided to us was just huge. The price was also very reasonable at 130 usd + tax which is way better then what you pay at the venetian or galaxy which is few minutes away. If the hotel provided breakfast complementary it would have been a bonus but you can’t complain as no hotel in macau provided the same. Even our check out was very quick overall a great hotel option in macau

Room Tip: choose a higher floot
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  • Stayed: August 2013, traveled with friends
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Thank TeamOrientalAster
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 August 14, 2013

Dear akshat s,

Thank you for your review. We are pleased to know you have enjoyed the stay with us. We hope to welcome you back soon.

Best,

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Reviewed August 11, 2013

This is my 2nd stay at Sheraton Macao, was there in month of March'13 and now from 9th - 11th Aug ... very nice property with lovely rooms ... very good location if u want to be in Cotai ... surrounded by all other lovely hotels & mall ... venetian is just walking distance .... good food, good service ... only i though, pool are too small as compare to size of hotel, though they have 2 pools (operational) and when i was there on 10th evng, it was impossible to swim there with number of people in the pool ... also i found water very unclean, that's probably 'coz of too many people in such a small pool .... but i don't think Sheratons of the world can have such excuse!! Beautiful pool side but very small .... so advise not to be on poolside atleast on week end if you really luv to swim & relax ...

  • Stayed: August 2013, traveled solo
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Thank subodh13
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 August 14, 2013

Dear subodh13,

Thank you for your review. We are glad to know you have come back to stay with us and enjoyed hotel facilities and services. We have well noted your feedback about pool and we apology for the inconvenience caused. We have also shared it with management team for further review. As a Sheraton brand, we take guest’s feedback very seriously, please be ensure further action will be taken for improvement. Once again, thank you for returning to Sheraton Macao Hotel. We hope to see you again soon.

Warm regards,

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Reviewed August 11, 2013

I couldn't have asked for a better place to stay for my first trip to Macau. The rooms were spacious, the beds were heavenly and the service was great. We were right next to the mall, right smack in the middle of the Cotai area, walking distance from many places we wanted to see. It was also very easy to book a city tour (shoutout to our tour guide Becky!). When I need to print some boarding passes for our web check-in, the people at the business center were very helpful and efficient. I highly recommend this place!

(The only two downsides I noticed are: no free wifi in the room and no bidet in the bathroom)

  • Stayed: August 2013, traveled with family
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Thank darthkulot
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 August 14, 2013

Dear darthkulot,

Thank you for your review. We are delighted that you have enjoyed your holiday with us. Thank you for your kind words about hotel facilities and services, which have been shared with our associates. We have also shared your feedback about free Wi-Fi and bathroom amenities with management for further review and possible improvement. Once again, thank you for staying with us and recommend Sheraton Macao to your family and friends. We look forward welcoming you back in future.

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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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 95 Hotels in Macau
Price Range: $115 - $278 (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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