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“Comfortable room, Great Concierge!”

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Sheraton Grand Macao Hotel, Cotai Central
Ranked #19 of 95 Hotels in Macau
Certificate of Excellence
Singapore
Level Contributor
36 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
“Comfortable room, Great Concierge!”
Reviewed September 13, 2013

Was there for one night on 5 Sept 2013.

Great hotels have great concierge, and this applies to Sheraton Macau. Totally agree with another reviewer here that Sheraton Macau has a 7-star concierge. To the hotel, please continue to maintain the high level of service in your concierge team.

Pre-trip, I emailed the reservations team to forward my email to their concierge team (strangely no concierge email address on their website) to make a restaurant reservation, and 1 hour later, I got an email from Concierge saying it's done. Fast response, great service.

We reached Sheraton at 10.30 am for early check-in, no queue, so check-in was fast. We asked for early check-in (i.e. then and there). I didn't have much hope as 99% other hotels would have turned us down, but we got the room (Yes!!!!) due to room availability. Fantastic start to our day!

Concierge team was really great and helpful, and one lady (sorry didn't get her name) gave us restaurant recommendations.

Room was comfortable, clean and spacious. Nothing more to ask for, though many things (i.e. kettle) are hidden in drawers, so have to pull out all drawers if looking for something. I love their fluffy slippers.

In the Sands Cotai complex comprising of Sheraton and Conrad, there is a Koufu (Singapore?) food court on level 3, although the prices there are not low, comparable to some restaurant prices even. Wide variety of food there, a more pleasant dining experience due to less crowd. We tried 4 stalls there, and the food is ok (compared to the awful food at Venetian Hotel food court. ok, I tried 2 stalls there before, both were awful).

What I like about its location (besides shuttle buses and walking distance to Venetian) is that it's across the road from City of Dreams, so it was super convenient for us to walk there for House of Dancing Water show, and walk back easily after the show, cos I wasn't sure how safe it is to take a cab at night.

2 reasons why I didn't rate it Excellent:

(1) The reading light above the bed, assuming it's reading light. It's too strong a spotlight from above shining down at the head of the bed, and it's hot. Can't use the reading light. And the lights in the room are a bit dim. There's a big, full-length mirror (love it) opposite the bathroom door, but when bathroom door is closed and all room lights are on, it's so dim you can't see your own face clearly in the mirror......

(2) Wifi in the room costs $$


Overall, I find that it's good value for money, and wish I had more time to relax in the room. Sheraton Macau is a good choice for when you don't want to face the less-than-ideal condition of a budget hotel room and don't want to pay the high room rates of Venetian and similar hotels. Will definitely consider Sheraton again when back in Macau.

  • Stayed September 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank RienneKoh
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 review, September 16, 2013
Dear kohivy_kiv,

Thank you for your review. It is great for us to know that you had an enjoyable stay with us and were satisfied with the room, hotel location and the service provided by our Concierge team. As for Wi-Fi, we have "Link@Sheraton" at hotel lobby where clients can enjoy free Wi-Fi connection easily. We will share your feedback with relevant teams for any possible improvement. Thank you again for the recommendation. 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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Brisbane Australia
Level Contributor
9 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed September 13, 2013

We have travelled throughout mainland China and are now in Macao. The checkin took 1 hour and the rooms we booked online 2 months ago were not ready. Room service meals took 40 minutes so once again have to say Sheraton does not meet our service expectations. beds are comfortable and well appointed. Think I will be giving Sheraton a miss in future

Room Tip: Stay at the Venetian
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  • Stayed September 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank infinite1_10
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 review, September 16, 2013
Dear infinite1_10,

Thank you for staying with us again. We apologize for the inconvenience caused during your stay. Your comments are important to us and will be shared with the team for further review. The additional training and guidelines will be provided to associates in order to improve the service level and to meet Sheraton standard, more important to meet our guest’s expectation. Once again, please accept our apology. We hope we could have chance to serve you again.

Warm regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
india
Level Contributor
67 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
Reviewed September 13, 2013

Full marks to Ms. Heidi at the concierge desk! Our first trip to Macau and whilst I was attending a business conference my wife approached the concierge desk for assistance with places to see and things to do. Ms. Heidi went far beyond expectations in helping her throughout our stay, not only were her recommendations accurate but she took feedback regularly and even went to the extent of preparing a personalized itinerary with sufficient details and material.

Ms. Heidi is an outstanding example but most interactions with the hotels staff had similar pleasant experiences.

Its easy to expect such service standards from a boutique or luxury hotel with few rooms - however such levels of personal service from a 4000 room hotel is unbelievable.

  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank IndiaRoute66
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Singapore
Level Contributor
90 reviews
34 hotel reviews
common_n_hotel_reviews_1bd8 80 helpful votes
Reviewed September 12, 2013

Stayed here for 5 nights, booked 3 rooms. So I've seen their Executive suite (upgraded), the normal deluxe? room and the Family suite. We were very impressed on the first day, right from the airport transfer, to the amazing rooms. During the stay, we got less impressed with the service until finally, some of us got locked out in the pool.

Good:
- Family suite is actually 2 identical rooms combined. On 1 side is the kids room with Wii games (Madagascar only), double-decker beds (which got the kids so excited until they realised the upper deck's bed was hard), play area, and yes - a bathroom all by themselves. The space and the extras (kids bath set, slippers, robes) made it worthwhile. The other side will be the parents room. The design was such that you could close the inter-connecting door and the lock is on the Parent's side. Great design.
- The Exec suite was really big, spacious with the highlight being the standalone bath tub right in the middle of the huge bath room.
- The pool was great and the kids had a good time exploring the various areas. There were cabanas around to provide shades as well.
- The gym being new, had some good equipments for a good workout.
- The concierge was the best team in the hotel. Some of them go all out to provide the information for you. Especially advising on the travelling information, bus guides etc on our first day. They could have asked us to take the cab, but this lady (did not take her name) took the trouble to let us have the important travel information, places to visit, which helped during our 5-days stay.

Bad:
- The service was inconsistent. E.g. we asked about the Shrekfeast (event) that was on-going. There were 2 staff there, one person said that the event was called off due to poor response and turned us away. The other staff was on the phone enquiring for us, called after us and finally helped us to get the tickets. I did not get his name, but that was a nice touch. It was a no wonder why the event response was poor - considering that some staff find it easier to turn guests away.
- There were 3 pools. 1 was for private event only - so closed perpectually. Another 2 close at 6.30pm and 8.30pm. However, we were shoo-ed away at 7pm due to a private function at the pool - is this the way to treat your in-house guests?
- The lobby was too small, most of the space available was taken by the casino. The corridors leading to the rooms were worse. 3 person walking side by side will create a human jam. Not to mention the frequency of people asking for direction from the urshers, thus blocking everyone else.
- In the restaurant, there seem to be many staff. But they just could not get their acts together to get the tables cleared on time or remove used plates. So there were empty tables but long queue at the Feast restaurant everyday.
- There was no pharmacy within the whole Cotai area. I am serious. There were long stretches of shops selling luxury goods but in the whole area, including Venetian and City of dreams, I could not find a single Pharmacy. Was directed to a "pharmacy" that sells chinese medicines...

Sheraton is still a good place to stay for the facilities and especially the rooms. The turn-off is the inconsistent service. They could do well to improve the overall service and "caring" attitude of the staff.

Tips:
- Do book the package that comes with breakfast, otherwise it will cost much more
- Bring all the necessary toiletries and medicines (panadols etc) with you. In case of emergency, you will not be able to find a pharmacy!
- If you plan to just chill around the hotel, do consider the club level - you really get better quality service.

  • Stayed September 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank LOTRing
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 review, September 16, 2013
Dear LOTRing,

Thank you for your review. We are happy to know that you generally had a good stay with us. Your appreciation is very important for us, we will share it with our Concierge team. We regret to know that part of our service has not meet your expectation. Please be rest assured that your feedback will also be share with the team for improvement. We would like to share a bit information that we actually provide “doctor-on-call” service in hotel. However we have well noted your feedback about lacking of pharmacy in Sands Cotai Central. Once again, thank you for your valuable comment and we all look forward to welcome you back in the near future.

Warm regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Hong Kong, China
Level Contributor
70 reviews
47 hotel reviews
common_n_hotel_reviews_1bd8 304 helpful votes
Reviewed September 11, 2013

checked in @ early Sep 13 for a Basic Deluxe room. Lobby, check in (even the SPG area) food outlet are all very busy filled up with Mainland Chinese. However, the rooms are spacious and clean . Two set of pool areas named Jaya and Sala, Jaya with tons of kids and cannot dip in, Sala is better. The down side is they only provide free Wifi in lobby area, for room Access it charges HKD 120 per day. Room service is up to standard.

Room Tip: Request room far from the lifts as some of the gambling Guest yelling / talking quite loud even in t...
See more room tips
  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank mcmagmcmag
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 review, September 15, 2013
Dear mcmagmcmag,

Thank you for your review. We are happy to know that you generally had a good stay with us and felt satisfied with our room and room service. As for Wi-Fi, we have "Link@Sheraton" at hotel lobby where clients can enjoy free Wi-Fi connection easily; plus we have special arrangement of Wi-Fi for SPG members. Please be rest assured that your staying experience will be share with relevant teams for any possible improvement. Thank you again and we look forward to see you in the near future.

Warm regards,
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
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed September 10, 2013

Hotel/Room:
A new hotel in Macau equipped with comprehensive room facilities.
Room is clean and tidy
Easy to access by taking free Shuttle Bus nearby Pier.
Hotel provides free breakfast. I must to say that the food provided satisfied different people from different nationality. Good Job!

The hotel is too crowded. Everywhere is people. No matter doing check in/check out.

Room Tip: Reserve enough time to do check in/out as the hotel is very big.
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  • Stayed August 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank MonthWash
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Taipei, Taiwan
Level Contributor
13 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed September 10, 2013

Sheraton Macao Hotel, Cotai Central is the best hotel! We enjoyed your service and facility very much. All staff are sweet and listen to guests requests. The hotel performs beyond my expectation! Food is good, room is nice and service is the best. Again, thank you all team's efforts! Very fantastic staying experience in Macau!
非常棒的住宿經驗,服務人員非常專業,對於房客提出的要求都有做到,飯店很大,可以逛街的商店很多,也可以走天橋到隔壁的威尼斯人逛街,地點很棒.值得推薦的飯店

  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank juling71
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 review, September 12, 2013
Google Translation
Dear juling71,

您好!感謝您的入住和點評。很高興得知您在我們酒店有一個非常棒的住宿經驗,和對我們的服務感到滿意。您的表揚會分享給酒店員工們,以激勵我們以後為住客提供更出色的服務。再次衷心感謝您的入住和推薦,並期待您的下次光臨。

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

Property: 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 #19 of 95 Hotels in Macau
Price Range (Based on Average Rates): $$
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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