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Reviews (2,628)
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Reviewed August 15, 2017

Had very high expectations since last visit when it just opened to hopefully iron out the small kinks. Took the kids this time to experience the luxury of the Wynn. What a mistake!
The host tells me, that there is no gurantee, but good chance of an early check in at 12 noon. So we book a nice lunch at the Fortuna buffet, great value , great location in front of the fountains. Service is good but choice is slightly limited, Belon in the Banyan Tree it is not, but at half the pricve good value.
Try to get the early check in, front desk says 3pm, so iw whinge a bit and they take my cell phone and tell me that they will see what they can do.
No calls, countless trips on the sky cab (its free for guests), but you need to show your key card and get a ticket, which is bit painful.
2.50pm I'm back at the front desk, room is still not ready!, so I complain, and escalate, and finally get a room. There seems to be a total disconnect between the hotel and gaming host services, which just leads to shoddy service.
The pool is small. My issue here is that guests seem to just leave their towels lying around, so you have no idea whether a lounger is taken or not. Cleaning seems to be sporadic. At a top class hotel like St Regis, Four Seasons and Ritz Carlton, you will get complimentary cold drinks, slices of chilled fruit, cold towels, not just warm bottles of house water lying around, with empties finding itself in the pool don't cut it.
The room is large and fine, with great tolletaries, and a huge TV screen.
There is a distinct lack of casual places to eat for children, apart from bubble and buns, and starbucks. The casual Chinaes restaraunts are in the casino and inaccessible for kids. I really do not want to spend HKD2k a head on my kids at the steak house, sushi or Andrea's.
Check out again a bit of a farce, where as soon as you pay your bill, the key card stops working, so unliek otehr hotels they can't program the card to lock you out a few minutes after setling up.
The Wynn Palace is just too painful to return to, even when the room is free!, the location is too isolated, the Cotai connection buses are all full, leaving you waiting 30 mins a time. The best way to escape is by taxi. First time ever that I feel a second class guest because I was comped a room.
Comped at the Wynn in Vegas next month, hopefully will not be let down so much this time around, otherwise back to Cosmo for me

  • Stayed: August 2017, traveled with family
    • Sleep Quality
    • Rooms
    • Service
1  Thank hit16
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WynnPalace, Guest Relations at Wynn Palace, responded to this reviewResponded August 16, 2017

Dear valued guest,

Thank you for taking the time to post a review on TripAdvisor following your stay with us.

We are very sorry to hear that your stay was a disappointment, especially as you had chosen to stay with us remembering our excellent service. Please allow us to apologize sincerely for the inconvenience you have encountered during your recent visit with us. We are deeply sorry that we did not meet your expectations on the options of dining, cleaning service of pool and the operation of shuttle bus. We appreciate your detailed comments and we take it very seriously, and so have conducted an internal review with related department to ensure guest experiences are seamless.

In the meantime, we would like to apologies again that we were not able to offer the early check-in that you requested. We understand very well how challenging it can be to travel with children and how a little extra time can make the trip easier. We do make every effort to accommodate early check-in requests, but there are some days where this is not an option due to the occupancy levels in the Hotel and the number of arrivals for that day. Regardless, we are sorry for this as we always seek to ensure that our guests are satisfied and that we live up to our standards of providing the best possible accommodation.

Thank you again for your valuable feedback and we do hope that you will grant us another chance when you travel to Macau again.

If you could afford the time, our Hotel Team would appreciate the opportunity to get in touch with you. Please email us at guestrelationswp@wynnpalace.com if you are willing and we look forward to hearing from you soon.

Yours sincerely,

Guest Relations
Wynn Palace Cotai

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 14, 2017 via mobile

We spent an entire day here - wish we had stayed here too! The casino is lively and luxurious - unlike the stuffy St. Regis. The different lobbies had art installations that were larger than life and out of a fairytale. We had dinner at a restaurant located right next to the casino - quite frankly the best in terms of taste, portions and price! The shopping was all aimed at high end luxury but still we would rather spend a day here than at the Venetian. The fountains though not on the scale of the Bellagio or the Dubai Mall, were lovely to watch.

Stayed: August 2017, traveled as a couple
1  Thank Chetna081
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WynnPalace, Guest Relations at Wynn Palace, responded to this reviewResponded August 14, 2017

Dear valued guest,

Thank you for taking the time to post your review on TripAdvisor following your stay with us.

We genuinely feel privileged to read your kind comments about your recent experience at Wynn Palace. It is always our goal to deliver exceptional service to each of our guests and we are pleased to know that you truly enjoyed your day with us.

Please rest assured that we will continue to enhance our standards as well as service so that your next visit will be another pleasant and memorable one.

We look forward to the opportunity to see you again in the future.

Yours sincerely,

Guest Relations
Wynn Palace Cotai

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 13, 2017

Excellent lux hotel in Macau. Over expectation and the service was great. The room was incredible, huge and with all accessories you possibly could ask for. The pool was great both for adults and children. Our family had a great stay here.

  • Stayed: August 2017, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
1  Thank johan1102210
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WynnPalace, Guest Relations at Wynn Palace, responded to this reviewResponded August 16, 2017

Dear valued guest,

Thank you for taking the time to write such a lovely review about our hotel.

At Wynn Palace, we considered every aspect, from guest comfort to a sense of luxury. We are thrilled that you felt the difference as this is our genuine goal.

Our team are really happy that you had a nice stay here with us and experienced our exceptional personalized service - which is the compliment we most love to hear.

We look forward to the opportunity to see you and your family again in the future.

Yours sincerely,

Guest Relations
Wynn Palace Cotai

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 11, 2017

When we come back, we found out there is glass weeps service with caring and there is shoe clearance service free, we love the bathroom and it is confortable and unforgettable experience when you use the bathroom

  • Stayed: August 2017, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
1  Thank qianfenglei
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WynnPalace, Guest Relations at Wynn Palace, responded to this reviewResponded August 15, 2017

Dear valued guest,

Thank you for your lovely comments.

At Wynn Palace, we aim to provide guests with a unique experience like no other. Our ultimate goal is to deliver a sincere, personalized service and make your stay a remarkable one. We are glad that you felt special and had an enjoyable visit at our resort.

Thank you again for your compliments! We look forward to welcoming you again in the near future.

Yours sincerely,

Guest Relations
Wynn Palace Cotai

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Reviewed August 10, 2017

I do not speak English.

When communication became uncomfortable, the employees were in a bad mood.

I would not recommend this hotel for those who can not speak English and Chinese.

When we could not communicate, the staff kept us waiting and was doing sns.

The room condition was better than the Galaxy Hotel, but the service was a mess

I wanted to extend the day but I was denied that the room reservation was full.

But I was able to extend the room for free at the casino, but I was in a bad mood

  • Stayed: August 2017, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
1  Thank seojunghwan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WynnPalace, Guest Relations at Wynn Palace, responded to this reviewResponded August 12, 2017

Dear valued guest,

Thank you for taking the time to post a review on TripAdvisor following your stay with us. Please allow us to apologize sincerely for the unpleasant experience you have encountered during your recent visit with us.

At Wynn Palace, we pride ourselves in first luxury-class service and we regret that we fell short in meeting your expectations on the service being provided. The experience you mentioned is certainly not the level of service that we strive to deliver and indeed our brand is known for. It was most kind of you to have shared your comments with us and we take it very seriously, and so have conducted an internal review and training with related department to ensure that your experience is avoided in the future.

We very much hope you would consider revisiting us and grant us another chance to regain your trust in our service in the near future.

Yours sincerely,

Guest Relations
Wynn Palace Cotai

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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