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“Excellent hospitality from the young hotelier”

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Hard Rock Hotel Macau
Ranked #17 of 95 Hotels in Macau
Certificate of Excellence
Selangor, Malaysia
Level Contributor
5 reviews
“Excellent hospitality from the young hotelier”
Reviewed 4 November 2013

I had stay in macau for 3d2n after my hong kong trip before i travel back to Malaysia. Initially, my sister have book for Sintra hotel via agoda but i decided to stay in hard rock hotel because i planned to go for the house of dancing water show. We cancelled the Sintra htl booking but unfortunately 26/10 (saturday) is full house for hard rock thus i only able to book for 27/10- 28/10 and stay one night in a 3 star hotel near Ruins of St Pauls.
Even though, is a bit hassle to stay in 2 different hotels in macau but is really worth to stay in hard rock hotel with their excellent services. I reached the hotel around 1.30pm but was told by them that the rooms are not ready but they promise to put all our luggage in the room when the room are ready while we can spend our time to walk around.
After we came back from the city walk, we took the hotel key and went up to the room, a big surprise that our luggages are not in both htl rooms (i booked 2 rooms ). Immediately i rang the operator to inform them on my luggage issues. Initially, we were disappointed but within 10 minutes they send our luggage up and apology to us and refuse to take the "tips" because of the mistake.
I always believe we are human and making mistake are common as long as we don't repeat and willing to change and solve it immediately. Therefore, i'm happy for hotelier can resolve less than 10 minutes time. I have encountered the same problem in other hotels before but it take me hour to resolve and the service and attitude of the hotelier can't compete with hard rock.
I'm impress with hard rock macau because they have a bunch of young hotelier who are really friendly and helpful,..when ever i need any help, they will offer themselves to guide me.
I have visited Venetian and Sofitel hotel in macau, my personal comment is hard rock provide the best customer service. Hard rock will be my priority list on the hotel to stay in future especially Hard rock Macau. Thanks and you guy really fantastic!

  • Stayed October 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank FannyEue
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HardRockMacau, Manager at Hard Rock Hotel Macau, responded to this review, 4 December 2013
Thank you so much for taking time to share your experience with us. It is only through continuous and objective feedback from guests such as yourself, that we are able to review and improve upon the facilities and services that we provide to ensure that we are meeting; if not exceeding your expectations. Our ultimate goal is to ensure that each and every guest that chooses to stay or visit the Hard Rock Hotel has a memorable time.

It is definitely discouraging to know that your experience was not pleasant as we were unable to meet the basic requirement of service. Please accept my apologies that we were not able to deliver the experience you were hoping for.

We take all our guests' feedback seriously and will use it to better improve ourselves. We hope your experience with us before will not hinder you from returning to us and give us a second chance.

We look forward to welcome you back to Hard Rock Hotel Macau.

Take Time to be Kind
Connie Kaw
Hotel Operations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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952 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (159)
Date | Rating
  • Chinese (Traditional) first
  • Chinese (Simplified) first
  • Danish first
  • Dutch first
  • English first
  • French first
  • German first
  • Indonesian first
  • Italian first
  • Japanese first
  • Korean first
  • Polish first
  • Portuguese first
  • Russian first
  • Spanish first
  • Swedish first
  • Thai first
  • Any
English first
Hong Kong, China
Level Contributor
64 reviews
48 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
Reviewed 31 October 2013

Most people would like its great access to the spectacular Dancing Water Show. Our family actually votes for its swimming pool and chic interior design. The most adorable "like" would go to the crowd mix in the hotel with fewer Mainlanders hanging around. Not a typical 4-star property with a humongous lobby or a diversity of restaurants. Instead, its cozy service offered by a bunch of young hoteliers would probably impress you more. We're not fans of Vegas-style weekends. If we need a short excursion in summer, this hotel remains a good choice for us with two young schoolers in the family.

  • Stayed May 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank 852NeverSleeps
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HardRockMacau, Manager at Hard Rock Hotel Macau, responded to this review, 1 November 2013
Thank you so much for taking time to share your experience with us. It is only through continuous and objective feedback from guests such as yourself, that we are able to review and improve upon the facilities and services that we provide to ensure that we are meeting; if not exceeding your expectations. Our ultimate goal is to ensure that each and every guest that chooses to stay or visit the Hard Rock Hotel has a memorable time.

It is definitely very motivated and encouraging to know that we have made your stay a pleasant and memorable one. We will continuously striving for better service and we look forward to welcome you back to Hard Rock Macau.

Rock' on
Connie Kaw
Manager, Operation
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Kuala Lumpur, Malaysia
1 review
Reviewed 31 October 2013

It was a big surprise when I told the management of hard rock that we are having our anniversary celebration at their hotel , they send a bottle of red wine , chocolate and fruits to our room upon our checking in,thank you so much for the arrangement and you cheer up our day !
I will choose to stay at hard rock again if I got the chance to travel to other places in the world, we are satisfied with the room cleanliness, services , facilities and even their breakfast !

  • Stayed October 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank ALicetham
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HardRockMacau, Manager at Hard Rock Hotel Macau, responded to this review, 1 November 2013
Thank you so much for taking time to share your experience with us. It is only through continuous and objective feedback from guests such as yourself, that we are able to review and improve upon the facilities and services that we provide to ensure that we are meeting; if not exceeding your expectations. Our ultimate goal is to ensure that each and every guest that chooses to stay or visit the Hard Rock Hotel has a memorable time.

It is definitely very motivated and encouraging to know that we have made your stay a pleasant and memorable one. We will continuously striving for better service and we look forward to welcome you back to Hard Rock Macau.

Rock' on
Connie Kaw
Manager, Operation
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Udaipur, India
Level Contributor
134 reviews
52 hotel reviews
common_n_hotel_reviews_1bd8 61 helpful votes
Reviewed 29 October 2013

There are 3 hotels in City of Dreams campus and this will be the cheapest among the three( still it will be pricy).
If you are big time rock music fan, you are going to love their collection.
Hotel features all the facilities and can be very comfortable for your travel to venetian as well.

Free shuttle from the main transportation modes makes it easier to land up and check out from the hotel.

Room Tip: choose a room which can give you look to venetian macau hotel.
See more room tips
  • Stayed October 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank rajeevmahatma
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HardRockMacau, Manager at Hard Rock Hotel Macau, responded to this review, 1 November 2013
Thank you so much for taking time to share your experience with us. It is only through continuous and objective feedback from guests such as yourself, that we are able to review and improve upon the facilities and services that we provide to ensure that we are meeting; if not exceeding your expectations. Our ultimate goal is to ensure that each and every guest that chooses to stay or visit the Hard Rock Hotel has a memorable time.

We will continuously striving for better service and we look forward to welcome you back to Hard Rock Macau.

Rock' on
Connie Kaw
Manager, Operation
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
New Delhi, India
Level Contributor
94 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
Reviewed 22 October 2013

we were told that CUBIC is the biggest Disco in the world and a must to see and enjoy the evening. Additional information was that on Wednesdays drinks are free for ladies. Coincidentally it was on a Wednesday we reached this hotel to visit the disco. there was an entry cover charge for visitors and entry was free for the residents.A separate queue was for the members only. Once we entered the hall,we could not see our way in as it was pitch dark. The staff had to show us the light to go near the seating area. We occupied the sets unaware that it was meant only for the members but the staff was kind enough to guide us to the area where visitors can sit and have drinks. In this movement my wife forgot to pick u her bag and left for another seating are. Suddenly she realized that her bag was missing and we started running towards the members area in that darkness and the staff also got panicked as to what has happened . They were very helpful in locating her bag which was at the same seat when we left and we got a sigh of relief. Now was the time to enjoy the music being played by the DJ. In between the performers came to entertain the guests. The stage was in three layers at about 20ft high which we had never seen before in a disco. The whole hall looked like a start lit sky.It was n unforgettable experience.

Room Tip: Stay at this hotel if you are fond of night life
See more room tips
  • Stayed March 2013, travelled as a couple
    • Value
    • Location
    • Cleanliness
    • Service
Helpful?
Thank ash0kah00ja
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hong Kong, China
Level Contributor
357 reviews
117 hotel reviews
common_n_hotel_reviews_1bd8 154 helpful votes
Reviewed 21 October 2013

I visited the Hard Rock Hotel for the 2nd time in a couple of years, again as part of a package to see the House of the Dancing Water show. The hotel is very nice with a spacious lobby, large rooms and pleasant public areas.

We had a late lunch at the R Bar (lobby lounge) and while we were warned it would take 25-30 minutes for them to prepare some satay and sandwiches (nothing complicated), I was disappointed at the 30 minute+ wait that we eventually had. A quick dinner at the Hard Rock Café on the 2nd floor showed that they are capable of cooking food quickly – just not downstairs…

The room – a standard King-size room was clean, spacious with nice furnishing and good air-con. The shower was strong, and the bathroom amenities nice. The view over the roof of the City of Dreams to the Crown Hotel and a construction site beyond wasn’t great, though.

Check-in and check-out service was good, as were the concierge and baggage services.

I like staying here when visiting Macau as it's not as blingy as some of the other hotels on the strip, and being the cheapest hotel on the House of Dancing Water package is the icing on the cake. :-)

  • Stayed October 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Keith R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HardRockMacau, Manager at Hard Rock Hotel Macau, responded to this review, 1 November 2013
Thank you so much for taking time to share your experience with us. It is only through continuous and objective feedback from guests such as yourself, that we are able to review and improve upon the facilities and services that we provide to ensure that we are meeting; if not exceeding your expectations. Our ultimate goal is to ensure that each and every guest that chooses to stay or visit the Hard Rock Hotel has a memorable time.

It is definitely discouraging to know that some of your experience was not pleasant as we were unable to meet the basic requirement of Food & Beverage service at R Bar. Please accept my apologies that we were not able to deliver the experience you were hoping for.

We take all our guests' feedback seriously and will use it to better improve ourselves. We hope your experience with us before will not hinder you from returning to us and give us a second chance.

We look forward to welcome you back to Hard Rock Hotel Macau.

Rock' on
Connie Kaw
Manager, Operation
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Melbourne, Australia
Level Contributor
7 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 17 October 2013 via mobile

Spent two nights here in October, super friendly staff although language barrier a bit of an issue on check in. Room comfortable all modern cons, pool, fitness centre had excellent facilities. Nice hotel, small and if your into rock memorabilia it's sensational. If you want to avoid the big hotels full of gambling this is the place to go.

Stayed October 2013, travelled with family
Helpful?
Thank Cathy9494
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HardRockMacau, Manager at Hard Rock Hotel Macau, responded to this review, 1 November 2013
Thank you so much for taking time to share your experience with us. It is only through continuous and objective feedback from guests such as yourself, that we are able to review and improve upon the facilities and services that we provide to ensure that we are meeting; if not exceeding your expectations. Our ultimate goal is to ensure that each and every guest that chooses to stay or visit the Hard Rock Hotel has a memorable time.

It is definitely very motivated and encouraging to know that we have made your stay a pleasant and memorable one. We will continuously striving for better service and we look forward to welcome you back to Hard Rock Macau.

Rock' on
Connie Kaw
Manager, Operations
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 Hard Rock Hotel Macau

Property: Hard Rock Hotel Macau
Address: City of Dreams, Estrada do Istmo, Cotai, Macau, China
Region: China > Macau
Amenities:
Bar / Lounge Business Centre with Internet Access Casino and Gambling Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Airport Transportation
Hotel Style:
Ranked #17 of 95 Hotels in Macau
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Hard Rock Hotel Macau 4*
Number of rooms: 322
Official Description (provided by the hotel):
Live the Rock 'n' Roll lifestyle! A hotel with attitude, Hard Rock Hotel Macau entertains guests' dreams of a rock 'n' roll lifestyle. Check into any of our 322 guest rooms including two ultra-chic and luxurious Rock Star Suites, take in the stunning views of Cotai, and soak in the atmosphere in the guitar-shaped pool, the hotspot for parties and entertainment. It's 24-7 indulgence and everyone's invited. ... more   less 
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