Oct 8, 2014, 10:07 pm
Sheraton Macao Hotel, Cotai Central, Macau [Master Thread]
Dec 14, 2015, 10:37 pm
#136
Join Date: Sep 2004
Location: New York, NY
Programs: Marriott Bonvoy Lifetime Tit, Hilton Diamond, BA Gold, Carlson Gold, UA*S,
Posts: 1,363
For the final port of call on our honeymoon, we chose to stay at the Sheraton Macau.
I didn't know much about the city whatsoever apart from it featuring briefly in the 1974 Man With The Golden Gun James Bond film.
Of course, things have changed since then and Macau is a vastly differently place, not least because it is home to the "largest Sheraton in the world".
The room we were given was phenomenal. I used and SNA and was upgraded to an executive suite which was as nice as any I've ever had in Vegas with a dining room, media room, and two bathrooms. The place looked to have been newly decorated and overall was exceptional with lavish decor and all-round quality. Me and my wife were impressed.
We were also impressed by the special honeymoon welcome we received its rose petals, special swan towels, wine and a bouquet of flowers fit for an opening night on Broadway to greet us. It really was the best!
We only had one night to spend at the hotel but the pool area looked great... It's across the street from the big Vegas-style casinos like the Venetian... And even the Sheraton has a decent casino. This is not at all obvious from the website... But it really is a pleasant place to spend a few hrs playing the tables and slots.
I would definitely return to the "worlds largest Sheraton", although perhaps the St Regis which is opening later this week may be an even more attractive option!
I didn't know much about the city whatsoever apart from it featuring briefly in the 1974 Man With The Golden Gun James Bond film.
Of course, things have changed since then and Macau is a vastly differently place, not least because it is home to the "largest Sheraton in the world".
The room we were given was phenomenal. I used and SNA and was upgraded to an executive suite which was as nice as any I've ever had in Vegas with a dining room, media room, and two bathrooms. The place looked to have been newly decorated and overall was exceptional with lavish decor and all-round quality. Me and my wife were impressed.
We were also impressed by the special honeymoon welcome we received its rose petals, special swan towels, wine and a bouquet of flowers fit for an opening night on Broadway to greet us. It really was the best!
We only had one night to spend at the hotel but the pool area looked great... It's across the street from the big Vegas-style casinos like the Venetian... And even the Sheraton has a decent casino. This is not at all obvious from the website... But it really is a pleasant place to spend a few hrs playing the tables and slots.
I would definitely return to the "worlds largest Sheraton", although perhaps the St Regis which is opening later this week may be an even more attractive option!
Jan 8, 2017, 9:46 pm
#137
Join Date: Jan 2008
Location: Sydney, Australia
Programs: HH Diamond, Marriott Titanium/LTG, IHG Platinum
Posts: 1,921
Sheraton Grand Macao - Wow, this is one huge Sheraton
Sheraton Grand Macao
Sands Cotai Central Macao, MO
RecommendedLiked: LocationServiceFoodAmenitiesRoom
Wow, this is one huge Sheraton (14 Photos)
Sheraton Grand Macao
With 4,001 rooms spread over two 40 level towers - this is the World's Biggest Sheraton.
One of the two tower buildings:-
Check In
If this hotel was at capacity and one had to check-in / check-out at the main registration lobby, I would expect something close to armageddon. With just over 4,000 rooms, you can just imagine why.
Adjacent to the main check-in area, there is a separate check-in lounge area for SPG members so that could be quite useful for non-Platinum guests.
However this is the main check-in area (around 9:30am) -
Now thankfully we did not need to use the main lobby because as Platinum members we were able to check-in directly at the lounge located on Level 4. This is the first of two check-in desks at the Executive Lounge:-
Room
After spending the first night in Macao at the adjacent St Regis Macao we moved ourselves to the Sheraton Grand. We had been upgraded to a very elegant Metropolitan Suite at the St Regis so we were not looking forward to our move to the Sheraton, which in effect, is a downgrade. Boy, were we surprised, very surprised (well at least of the room we were upgraded to)!
We had booked an entry level Deluxe Room (42sqm/452sqf) and, as Platinum members, were upgraded to an Deluxe Executive Suite (125sqm/1346sqf).
The Suite was very impressive.
Entry foyer looking at Living Room:-
Living Room and Dining Room:-
Separate Lounge/Entertainment Room:-
Bedroom:-
Bathroom:-
Guest toilet:-
Service
Executive Lounge staff are good / helpful.
No evening turndown service (but with 4,001 rooms, I can see why it doesn't happen or did we just miss out?)
Dining
We only ate at the Executive Lounge during evening happy hour and breakfast the next morning. This is definitely the biggest lounge that I have ever been in, and it did not feel tranquil, relaxing or inviting.
It felt more like a huge dining buffet restaurant, and with hundreds of guests who could be eligible to use the lounge - it doesn't take long to realise how busy and loud this lounge gets.
There are three separate zones; the lounge, bar, and dining room (these photos were taking at the start of happy hour):-
Location
Excellent, directly opposite the flamboyant Parisian Macao Hotel, and right in the heart of the Cotai Strip.
Overall
This Sheraton is huge and it feels that way, in every single way. With so many guests it can feel very impersonal and the guests, no matter what your elite status is, will feel like you are lost within the hundreds of guests.
The Deluxe Executive Suite is huge (125sqm) as you can see from the photos, however the service levels below par for a 5 star hotel. For example, there was no turn down service for my room.
Check in and check out via the Executive Lounge on Level 4 made the process less stressful, I can just imagine what happens at the main registration area during peak times (and the long waits too).
Now, at around 1,000HKD++ per night, you might be able to get better value (if you have no/low SPG status) [at maybe the Parsian Macao across the road] however with Platinum status, scoring an upgrade appears very likely.
Would I return (as a Platinum)? Yes, however only if the adjacent St Regis Macao is not much more expensive (say up to 20-25% more), I would definitely head there first.
Jan 12, 2017, 12:41 am
#139
Join Date: Jan 2008
Location: Sydney, Australia
Programs: HH Diamond, Marriott Titanium/LTG, IHG Platinum
Posts: 1,921
If you are a Starwood loyalist, then I would recommend the St Regis Macao (which I will get around to do a review in the next day or two). It felt 100x more relaxing than this Sheraton.
Jan 13, 2017, 9:14 am
#141
Join Date: Dec 2016
Location: Here, there, everywhere
Programs: HH Diamond, RC Platinum, SPG Platinum, SA Silver, OW Ruby, TSA Pre-Check
Posts: 50
Stayed there for the first time this week as part of my attempt to complete the platinum challenge. So far, pretty disappointed and annoyed, actually.
Pros:
1. They brought me additional bottled water without fuss
2. Standard room is pretty spacious, and mine had a decent view of Parisian Macao and Studio City
Cons:
1. Check-in line at the main lobby was very long
2. SPG counter closed 30 minutes before actual closing time, the staff ignored me initially and then told me they're closed
3. At check-in, was told that I had to pay MOP 1000 / night stay of security deposit (keep in mind my nightly rate was only MOP 827) even though I had paid for the entire stay well in advance. We were eventually able to come to a compromise where they locked the mini bar
4. They tried to sell me a promotion claiming if I do their "Upgrade Your Stay" program where I booked a spa, I could be upgraded to Executive or Deluxe Suite. Turns out the upgrade was only good for one night, which they did not state anywhere on the website or their initial email to me, this was only revealed when I checked with them on the details and logistics
5. The executive suite link stated access to club lounge, and turns out club lounge does not apply because this would be a complimentary upgrade due to the spa package. Once again, this was not mentioned anywhere and this was only revealed when I had called and asked about the details
6. I emailed and gave (very polite) feedback about this, informing them that these T&C should be stated up front AND also on the website because it was otherwise rather misleading, and that other guests may not take to this very well
7. They emailed back, completely ignored my points and said their staffs had already explained the package to me over the phone
8. Experience at the cafe downstairs was also very mixed. Spoke to one of the servers in English, and when I realized she couldn't understand me, I switched over to her native language at which point she proceeded to ignore me at first and then gave me false information about my query (I knew it was false because her answer didn't make sense and I had to validate with another staff)
9. Staffs also conveniently neglected to inform guests that SPG guests could enjoy 20% discount AND earn points for spending USD 10+
All in all, this stay had been one of the worst stays so far. It's like they don't even try. I rarely give bad reviews but this one is that bad. Once I get my status, I won't be staying on this property again.
Pros:
1. They brought me additional bottled water without fuss
2. Standard room is pretty spacious, and mine had a decent view of Parisian Macao and Studio City
Cons:
1. Check-in line at the main lobby was very long
2. SPG counter closed 30 minutes before actual closing time, the staff ignored me initially and then told me they're closed
3. At check-in, was told that I had to pay MOP 1000 / night stay of security deposit (keep in mind my nightly rate was only MOP 827) even though I had paid for the entire stay well in advance. We were eventually able to come to a compromise where they locked the mini bar
4. They tried to sell me a promotion claiming if I do their "Upgrade Your Stay" program where I booked a spa, I could be upgraded to Executive or Deluxe Suite. Turns out the upgrade was only good for one night, which they did not state anywhere on the website or their initial email to me, this was only revealed when I checked with them on the details and logistics
5. The executive suite link stated access to club lounge, and turns out club lounge does not apply because this would be a complimentary upgrade due to the spa package. Once again, this was not mentioned anywhere and this was only revealed when I had called and asked about the details
6. I emailed and gave (very polite) feedback about this, informing them that these T&C should be stated up front AND also on the website because it was otherwise rather misleading, and that other guests may not take to this very well
7. They emailed back, completely ignored my points and said their staffs had already explained the package to me over the phone
8. Experience at the cafe downstairs was also very mixed. Spoke to one of the servers in English, and when I realized she couldn't understand me, I switched over to her native language at which point she proceeded to ignore me at first and then gave me false information about my query (I knew it was false because her answer didn't make sense and I had to validate with another staff)
9. Staffs also conveniently neglected to inform guests that SPG guests could enjoy 20% discount AND earn points for spending USD 10+
All in all, this stay had been one of the worst stays so far. It's like they don't even try. I rarely give bad reviews but this one is that bad. Once I get my status, I won't be staying on this property again.
Jan 13, 2017, 2:09 pm
#142
Join Date: May 2012
Location: SIN
Programs: JL GC | Marriott LT Silver | Global Entry | SQ Silver
Posts: 6,820
As a hotel with 4001 rooms, I would believe that is the norm.
Deposit is pretty much a standard in Asia. It's mainly to cover incidentals and any other extras.
This seems to be getting common so best to know beforehand. If you're a guest in the hotel, the USD10+ requirement does not apply since you can charge it to your room to earn points.
Your other choices would be St. Regis, Ritz Carlton, and Marriott I think.
3. At check-in, was told that I had to pay MOP 1000 / night stay of security deposit (keep in mind my nightly rate was only MOP 827) even though I had paid for the entire stay well in advance. We were eventually able to come to a compromise where they locked the mini bar
Your other choices would be St. Regis, Ritz Carlton, and Marriott I think.
Jan 13, 2017, 10:38 pm
#143
Join Date: Dec 2016
Location: Here, there, everywhere
Programs: HH Diamond, RC Platinum, SPG Platinum, SA Silver, OW Ruby, TSA Pre-Check
Posts: 50
Yup, except for people cutting in lines and when brought up to the staffs, they looked at me and then proceeded to look away to help others. This in addition to the fact that the SPG counter closed at least half an hour before closing time.
I know it's standard, actually pretty standard in most places of the world. Sheraton Macao is the first one I've stayed at where they demanded MOP 1000 deposit PER night of stay. Considering if you're there for a long-term stay of 30 days or more, we're talking about MOP 30000 (USD 3000 - 4000) PLUS the daily rate of the hotel. A one time deposit makes sense - all other hotels in the area does it that way, but to charge more than daily rate of stay for every night you're staying, that doesn't. Not to mention we're talking about a hold on the credit card for over 30 days.
I've actually researched the SPG website on this, it doesn't really mention the details, only that at certain restaurants you can earn points. The fact that the staffs didn't actually bother bringing it up, and coupling that with that whole Upgrade Your Stay incident where they clearly left out the fine prints - that to me indicates a lack of transparency and a lack of effort. To be honest, my main point of contention was actually the attitude I was given when I talked to them politely (first in English and then in their native language). I don't mean just ignore or giving me false information (that has happened as well), but outright rudeness. I'm not the kind to cause a fuss, but I am comparing this hotel with all the other competitors around locally and overseas, they're not really cutting the cheese, so to speak. I'm hoping this is a fluke and my next stay (I'll be a Gold rather than a "third class citizen Member status by then) would be better, we'll see.
Yeah, Ritz-Carlton Macao was actually quite good, much better than Ritz-Carlton HK (which is also pretty decent). JW Marriott I've had some bad experiences (they consistently made mistakes with the booking even after multiple re-confirmation each time), St Regis I've yet to stay. Obviously, I get that you get what you pay for, but as someone who also works in the industry, some of these folks are either having a really crappy day, or the level of employee engagement is so low that they really just don't feel like trying - which is sad considering there's a serious talent shortage out here and the last thing any company wants is to lose the good people.
Edit to Add: On a positive note, just checked out of the hotel and while waiting in line at the SPG section, I asked one of the staffs if that's the same line for checkout. He replied yes but then proceeded to tell me there was also another line for checkout at the main lobby. He actually walked me there (since it wasn't marked) and showed me the way. Now that's the kind of service I expect - not the part about walking me there although that was a nice bonus, but the fact that they offer information that would be helpful.
Edit to Add: On a positive note, just checked out of the hotel and while waiting in line at the SPG section, I asked one of the staffs if that's the same line for checkout. He replied yes but then proceeded to tell me there was also another line for checkout at the main lobby. He actually walked me there (since it wasn't marked) and showed me the way. Now that's the kind of service I expect - not the part about walking me there although that was a nice bonus, but the fact that they offer information that would be helpful.
Last edited by Immortalist; Jan 13, 2017 at 11:18 pm
Jan 14, 2017, 2:46 am
#144
Join Date: May 2012
Location: SIN
Programs: JL GC | Marriott LT Silver | Global Entry | SQ Silver
Posts: 6,820
Edit to Add: On a positive note, just checked out of the hotel and while waiting in line at the SPG section, I asked one of the staffs if that's the same line for checkout. He replied yes but then proceeded to tell me there was also another line for checkout at the main lobby. He actually walked me there (since it wasn't marked) and showed me the way. Now that's the kind of service I expect - not the part about walking me there although that was a nice bonus, but the fact that they offer information that would be helpful.
Apr 14, 2017, 5:40 pm
#145
Join Date: May 2013
Location: Canada
Programs: AC 100K, Bonvoy Titanium, National Exec Elite
Posts: 91
It seems like this hotel is getting more mixed reviews than it should. Even when I filter out the folks that are simply too picky or have expectations that are not reasonable.
Maybe I'll try this Sheraton the next time I'm in Macau.
Jul 19, 2017, 8:29 pm
#146
Join Date: Feb 2016
Posts: 3
Hi~
I've got a 2 night stay coming up for 2 rooms with 2 adults/2 kids in each room with me(on both reservations) being a plat. how does the lounge benefit work for the kids here? would at least for my room, the 2 adults and 2 kids have access to the lounge(breakfast/evening hor d'oeuvres) without being charged extra? anyone else know if it's possible for the ppl in the other room to have lounge access with points/cash?
I've got a 2 night stay coming up for 2 rooms with 2 adults/2 kids in each room with me(on both reservations) being a plat. how does the lounge benefit work for the kids here? would at least for my room, the 2 adults and 2 kids have access to the lounge(breakfast/evening hor d'oeuvres) without being charged extra? anyone else know if it's possible for the ppl in the other room to have lounge access with points/cash?
Jul 20, 2017, 12:58 am
#147
Join Date: Dec 2014
Location: Bangkok
Programs: Marriott Bonvoy Titanium, BAEC Silver, TK Miles & Smiles Elite
Posts: 2,210
Not a lot of love here for this hotel so I'll speak up for it. I've stayed here four times over the last two years as a Platinum and I love it. For ~HK$1000 I've had a smooth friendly check in at the lounge, a huge modern suite, decent lounge buffet breakfast and two hours of food and drink in the evening. They also give the expected 500 bonus points plus an additional 100 bonus points. I've found the lounge staff to be very friendly and appreciative of my return visits.
I was there last weekend when the hotel was at near 100% occupancy (I used 10k points for the night when the rate was up to ~HK$1800 so a good use of points) and they expanded the lounge across the corridor to accommodate the hoards. It's a 4000 room hotel so I don't expect a boutique experience.
In fact, my only minor negative comment is that after it rebranded Sheraton Grand (from a mere Sheraton) the evening food selection in the lounge feels significantly downgraded with mainly cheap Asian dishes now. I remember hot Western dishes from the hatch the first two times I was there. Now replaced with noodle soup.
I've not seen the newer St Regis at rates anything like ~HK$1000 a night or offering such value to Platinums so I don't think the comparison is fair.
I'll be back at the Sheraton in November for the weekend with my Platinum brother in law and two sisters. The lounge reception made a note of this when I checked out on Sunday. Let's see if we get suites near each other. We will, however, be going to the St Regis for their lavish Sunday brunch before heading to the ferry for a 5pm departure home to Shenzhen. Wish me luck.
I was there last weekend when the hotel was at near 100% occupancy (I used 10k points for the night when the rate was up to ~HK$1800 so a good use of points) and they expanded the lounge across the corridor to accommodate the hoards. It's a 4000 room hotel so I don't expect a boutique experience.
In fact, my only minor negative comment is that after it rebranded Sheraton Grand (from a mere Sheraton) the evening food selection in the lounge feels significantly downgraded with mainly cheap Asian dishes now. I remember hot Western dishes from the hatch the first two times I was there. Now replaced with noodle soup.
I've not seen the newer St Regis at rates anything like ~HK$1000 a night or offering such value to Platinums so I don't think the comparison is fair.
I'll be back at the Sheraton in November for the weekend with my Platinum brother in law and two sisters. The lounge reception made a note of this when I checked out on Sunday. Let's see if we get suites near each other. We will, however, be going to the St Regis for their lavish Sunday brunch before heading to the ferry for a 5pm departure home to Shenzhen. Wish me luck.
Jul 20, 2017, 1:07 pm
#148
Moderator: Mileage Run, InterContinental Hotels
Join Date: May 2004
Posts: 5,918
In fact, my only minor negative comment is that after it rebranded Sheraton Grand (from a mere Sheraton) the evening food selection in the lounge feels significantly downgraded with mainly cheap Asian dishes now. I remember hot Western dishes from the hatch the first two times I was there. Now replaced with noodle soup.
Jul 20, 2017, 6:37 pm
#149
Join Date: Dec 2014
Location: Bangkok
Programs: Marriott Bonvoy Titanium, BAEC Silver, TK Miles & Smiles Elite
Posts: 2,210
This. Yes. The lounge is catering for a very low common denominator. That's why I get a table in the bar area (and it's easier to replenish drinks if you're there). I admire the lounge staff for their patience and tolerance.
Last weekend at breakfast there was a table next to me with about six uglies. Neanderthals. Two of the women were inspecting the yogurts. They got a plate each and swept up almost the entire collection of Yakults (probably about 30-40 of the things) and took them back to the table to steal leaving the two or three they couldn't fit on the plates.
I was reminded of that YouTube video of the shrimp buffet.
Last weekend at breakfast there was a table next to me with about six uglies. Neanderthals. Two of the women were inspecting the yogurts. They got a plate each and swept up almost the entire collection of Yakults (probably about 30-40 of the things) and took them back to the table to steal leaving the two or three they couldn't fit on the plates.
I was reminded of that YouTube video of the shrimp buffet.
Sep 25, 2017, 6:15 pm
#150
Join Date: Dec 2014
Location: Bangkok
Programs: Marriott Bonvoy Titanium, BAEC Silver, TK Miles & Smiles Elite
Posts: 2,210
Club Lounge closed due to refurbishment
I've got a couple of reservations here the first week of November and just got an email from the Sheraton Club Team that the Club Lounge is being refurbished. Breakfast and evening cocktails are being served at "alternate venues" (I think they mean "alternative") and check-in is at a "delegated reception desk" (I think they mean "dedicated") in the main lobby.
No clues in the email as to when the refurbishment will be complete.
Last time I was here, the lounge spilled over into the large function room opposite on the 4th floor so maybe it's there. Or, more excitingly, maybe they'll section off a part of the hotel buffet on the ground floor. Time will tell.
No clues in the email as to when the refurbishment will be complete.
Last time I was here, the lounge spilled over into the large function room opposite on the 4th floor so maybe it's there. Or, more excitingly, maybe they'll section off a part of the hotel buffet on the ground floor. Time will tell.