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Review of The Countdown

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The Countdown
Ranked #19 of 94 Hotels in Macau
Certificate of Excellence
Reviewed 18 December 2013

I was in Macau and decided to stay overnite, went to Galaxy hotel but it was full, eventually they offered Hard Rock hotel at $2000 HKD a nite which I took it right the way as they are the last one avaialble. The checkin was quick and pleasant and found they offered a suite unit for the price, a very decent room approx 60 sq.m a separate shower with tub, a living room with big couch and a desk, king size bed. all with a view to Galaxy hotel.room is clean and well appointed. overall nice stay and recommanded.

Room Tip: the front desk told me to check their web site for good deal, the walk-in hardly able to offer disco...
  • Stayed: December 2013, travelled as a couple
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Thank doubleOO2013
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HardRockMacau, Manager at The Countdown, responded to this reviewResponded 2 January 2014

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.

Love-All-Serve-All
Connie Kaw
Manager, Hotel Operations

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Reviewed 18 December 2013 via mobile

At the time of our arrival the temperature in our room was 13C. We immediately turned up the heat and headed for dinner. An hour and half later when we returned to our room and it was still freezing. We rang customer service and they instructed us to turn up the thermostat, which we'd already done. After a further 30 minutes we rang again. An engineer came and said it was fixed. Another hour and half later the room was still freezing. It was so cold we we couldn't take off our coats. We finally went to reception and spoke to management. The best management could do was to have space heaters sent to the room, which are mildly effective as long as you're only a few inches away from them. This is unacceptable service for paying guest. We should have been moved or at least been compensated for the inconvenience.

Stayed: December 2013, travelled as a couple
Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HardRockMacau, Manager at The Countdown, responded to this reviewResponded 2 January 2014

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.

Love-All-Serve-All
Connie Kaw
Manager, Hotel Operations

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 December 2013

I booked 6 rooms under the Water Dance package and was absolutely overwhelmed by the great services of all the staff. The staff are professional, friendly and always in service to all my 11 guests. We stayed on 12 Dec 2013 with 3 birthdays and 2 anniversaries. The hotel gave us free wine, chocolate, basket of fruits and super delicious cakes for our celebration (arrange with wine glass, plates and all).
I stayed there in March and has nothing but praises for the hotel and the staff. We were given an extra bed free of charge after appealing to the Reception Manager, Tony who is absolutely hospitable. Thanks for the memories and WE WILL BE BACK FOR SURE! Thanks to Kelvin, Daisy too!

Room Tip: If there are 3 guest in a room, you must remember to book double Queen beds
  • Stayed: December 2013, travelled with friends
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Thank SherralHoon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HardRockMacau, Manager at The Countdown, responded to this reviewResponded 2 January 2014

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.

Love-All-Serve-All
Connie Kaw
Manager, Hotel Operations

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 December 2013

The room and facilities are decent, but for the price you can stay at other nearby casinos such as the Sheraton which has a better room and facilities (gym, pool). The service is really good however, and downstairs from your room is the best club in Macau - Club Cubic.

  • Stayed: October 2013, travelled on business
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Thank kamiccolo22
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HardRockMacau, Manager at The Countdown, responded to this reviewResponded 2 January 2014

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.

Love-All-Serve-All
Connie Kaw
Manager, Hotel Operations

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 December 2013

I stayed here for one night with my partner for his birthday at the end of October. We had initially booked a standard room with the spa package but was upgraded to the corner room upon check in. We thought this was a complimentary upgrade for my partners birthday as we were told we would receive complimentary amenities too. However, we realised we were actually charged for the corner room but we didn’t mind. It was unfortunate that the view in our room looked over nothing but construction works… again we didn't mind until we were woken up at 8am in the morning by a loud banging noise from outside. As you can imagine staying in a hotel like this with casinos and one of the largest night clubs, guests will be up at night enjoying themselves. Being woken up like that was not expected. I’m sure it wasn’t the first of the construction works and other guests must be complained about it before but we were not advised.

I understand that this was nothing to do with the hotel but we could have been given a better room. We also advised the gentleman when checking out the next day but he did not seem interested. The price we paid for the room cannot be justified with such terrible sleep.

On a more fair note, the hotel room was very clean with a very comfortable large bed… the room was packed full with amenities such as toothbrushes and toothpastes, robes, slippers. You literally did not need to bring anything with you apart from a change of clothes as everything is provided.

As for the Rock Spa, it was the best massage I have ever had. We were greeted by a really welcoming receptionist that offered us a complimentary Yuzu drink before the treatment while filling in a consultation form. My massage therapist Anita took the time to really read my consultation form and really took time on areas that I wanted focused on.

Overall the hotel would really have been good if it wasn't for the construction work. Really unlucky during this stay.

  • Stayed: October 2013, travelled as a couple
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1  Thank konditorei
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HardRockMacau, Manager at The Countdown, responded to this reviewResponded 2 January 2014

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.

Love-All-Serve-All
Connie Kaw
Manager, Hotel Operations

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 December 2013

I stayed for two nights and it was remarkable. The bed was fantastic making my sleep very satisfying. The staff are very helpful and hip, giving very good recommendations making my stay even more enjoyable. The transportation there is also very convienient.

  • Stayed: November 2013, travelled with friends
    • Value
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Thank JEFFREY8128
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HardRockMacau, Manager at The Countdown, responded to this reviewResponded 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 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.

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
Reviewed 26 November 2013

We were delightful by the service they provided. The staff are professional, friendly and always in service to guests. We stayed in Nov 2013 to spend our wedding anniversary. The hotel gave us free wine, chocolate, basket of fruits for our celebration (arrange with wine glass,etc).
Check in and check out system is efficient.
We really enjoyed the corner suite with the city view.
The package includes 2 ticket to The House of Dancing Water. Awesome performance!
We will definitely be back!

  • Stayed: November 2013, travelled as a couple
    • Value
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1  Thank Lea S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HardRockMacau, Manager at The Countdown, responded to this reviewResponded 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 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.

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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Additional Information about The Countdown

Address: City of Dreams, Estrada do Istmo, Cotai, Macau, China (Formerly Hard Rock Hotel Macau)
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 #19 of 94 Hotels in Macau
Price Range: £76 - £258 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — The Countdown 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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