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Reviewed 2 April 2018

The Sheraton Macao is unfortunately, not all I hoped. It’s Himalayan theme is novel and unique, but full of plastic trees, plastic balloon dogs for the kids and the same smell you get in all other Macao casinos. Nothing unusual there.

Check in line was busy at 1:30pm but not a long wait. The lady at the check in didn’t seem amazingly enthusiastic to see us (but I guess it’s hard to have a smile 24/7)? When we asked if we could pay for an upgrade to a Club room, the answer was a flat “No, you cannot. You have to do it when you book.” No offer of other options or room choices. Obviously they didn’t want / need our money. Our key cards didn’t work for the elevator (but did for our room), which was right at the end of a very long soulless corridor that takes 2 mins to walk from one end to the next - a bit like a posh prison.

The interior of the room was spacious, modern, comfy and 5-star standard. Nothing to fault with room interior itself. Not much of a view - you see the other Sheraton tower, part of the Hyatt in the distance, and the exhaust machinery on the roof below. It’s still Macau. Perhaps the odd numbered side would have a more interesting view.

Our room package didn’t come with breakfast and we decided to skip the extravagance and head to the city for real local food instead.

I guess it comes down to expectations and as a comfy place to sleep and gamble, Sheraton ticks the boxes but it’s hardly memorable or special. Just another addition to Macau’s ginormous casino scene. I don’t think I’ll be coming back here again as There’re so many more options.

Stayed: April 2018, travelled as a couple
Thank Hohomei C
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 3 April 2018

Dear Hohomei C

Thank you for your review and feedback.

We apologize for the services which have disappointed you during your recent stay.

It will be great if you can kindly reach out to our Guest Relation Team at Guestrelations.macao@sheraton.com with your full name, check in date, room number and confirmation number. With this information we can communicate with you and investigate further.

Once again, please accept our sincerest apology for any inconvenience we have caused you. We highly appreciate your feedback, as it will assist us in becoming better at what we do, and we look forward to welcoming you back in the near future.

Yours Sincerely,

Saurabh Bakshi
General Manager Operations
Sheraton Grand Macao, Cotai Central

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 April 2018 via mobile

On previous visits to Macau I have stayed at the Holiday Inn next door. They have the same model layout (a copy and paste of design for all three hotels inclusive of the Conrad) with slightly lower level facilities. Spacious rooms and well thought out power plug positioning and in room facilities. Having booked here for a tad higher in price, I must say it was definitely worth it. The only regret is I wish I brought my gym gear and swimmers, as their gym and swimming facilities were fantastic.

Stayed: March 2018, travelled with family
Thank AussieGwailow
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 3 April 2018

Dear AussieGwailow

Thank you for staying with us.

We are glad to hear that you enjoyed our hotel facilities and service.

Once again, thank you for your stay and recommendation. Hope we will provide another enjoyable stay for you in the future.

Yours Sincerely,

Saurabh Bakshi
General Manager Operations
Sheraton Grand Macao, Cotai Central

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 April 2018 via mobile

Although the rooms of Sheraton Macao are not the most luxurious, but the staff service is the best. It is very important to us
I am very glad to meet a name called "Jamie Kao" in the Executive lounge, provide us with a lot of services, let us feel very relieved when we arrived, and my wife and I also get unforgettable memories in Macau!

Stayed: February 2018, travelled as a couple
Thank Odyssey803515
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 3 April 2018

Dear 振瀛王

Thank you for staying with us.

We are glad to hear that you and your wife had an enjoyable stay. Your kind words about our associates and your great experience at Sheraton Grand Macao will be shared with the team as it is important and will encourage us to do even better.

Once again, thank you for your great support. We hope we will provide another memorable experience for you during your next stay.

Yours Sincerely,

Saurabh Bakshi
General Manager Operations
Sheraton Grand Macao, Cotai Central

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 April 2018

We stayed at Sheraton Grand Macau Cotai for 3nights and really enojoyed it. The hotel shuttles made it easy to get around, and the surrounding shopping centres were exciting sightseeing adventures as well as the local traditional sites. We were keen to try the eatery on the top floor of the Sheraton shopping precinct, but never made it there as meals and drinks package was included and it was an unexpected highlight. The VIP service was wonderful. The cocktail lounge was closed for renovation at the time, so we were redirected to the Feast restarant. We ate numerous meals at the Feast Restaurant - and found the quality of the food excellent and service fabulous. A special mention to the staff there IVY and GIGI. They were very attentive and genuinely warm.
It was too cold to swim, but we enjoyed the sauna and gym facilities of the hotel.
Our room was spacious, beds comfortable and had good wifi.
We highly recommend the 'House of Dancing Water' show and the Macau Light Festival, which was on at the time.

  • Stayed: December 2017, travelled with family
    • Value
    • Sleep Quality
    • Service
Thank Sharon I
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 3 April 2018

Dear Sharon I

Thank you for sharing your experience with us.

We are glad to hear that you had an enjoyable stay. Your kind words about our associates will be shared with the team as it will encourage us to improve further.

Do stay in touch with us on our websites, or reach out to our friendly concierge during your next stay.

Once again, thank you for staying with us. We look forward to welcoming you back in the future.

Yours Sincerely,

Saurabh Bakshi
General Manager Operations
Sheraton Grand Macao, Cotai Central

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 31 March 2018 via mobile

My friends and I had a wonderful time at Sheraton and that’s because for the first time we were treated special by your staff, Jetro Pasamanero. From the moment we checked in up to the last minute, he was there to assist us and checked on us if we need anything.

I personally appreciate his customer service, his going the extra mile to make the guests feel that they are welcome, and his cheerfulness. We were very happy being assisted by Jetro and meeting him. With staff like him, it makes me want to go back and book again which we will do again this coming May. And we hope, Jetro will be there to assist again.

Kudos to Jetro’s excellent service and impressive hospitality.

Also, The cocktail at the feast was our favorite!!

Stayed: March 2018, travelled on business
Thank Stephanie R
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 3 April 2018

Dear Stephanie R

Thank you for staying with us.

We are glad to hear that you had an enjoyable stay. Your kind words about our associates and your great experience at Sheraton Grand Macao will be shared with the team as it will be a great encouragement to the team.

Once again, thank you for your great support. We look forward to welcoming you back soon.

Yours Sincerely,

Saurabh Bakshi
General Manager Operations
Sheraton Grand Macao, Cotai Central

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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