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“Exceptional - beyond all expectation”
Review of Hotel Okura Macau

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Hotel Okura Macau
Ranked #10 of 94 Hotels in Macau
Certificate of Excellence
Reviewed 24 November 2013

I'm not really sure where to start! We went to the Okura expecting a typical Macau hotel experience and instead we have returned home feeling as if we have been away visiting family. This really was the best hotel experience we have ever had - and being regular business travelers in Asia we have stayed in a few including the Mandarin, Four Seasons, Peninsula. None of them compare to the Okura.

We booked a standard deluxe room, but received an upgrade. The superior suite really is something special - and the sauna and steam room added a lovely 'extra' and unexpected treat. Others have said the sauna and steam rooms are not hot enough - but actually you can adjust the temperature ( and throw water on the heating elements to increase the intensity), and it was plenty hot enough for us. And clean. Also really nice firm beds and lovely amenities. The feeling of the hotel is peaceful and relaxed and very different from the mass market madness of many of the other Macau five start venues.

But our great experience wasn't just about the rooms and hotel ambience - it was the people. We were greeted by name and with smiles by nearly every member of staff! One of the staff mentioned the company philosophy of service was 'many small touches' and this is exactly how it felt. From the very first interaction during the booking process, to the final sendoff there was a level of care, and sincere interest in creating a great experience for guests which was apparent in every interaction.

Amy from guest services was fantastic. The initial confirmation of our booking was personal rather than computer generated and this set the tone for the rest of our stay. For the Saturday night, I had booked directly through e-mail with the Japanese restaurant - in my initial e-mail I mentioned that I am Coeliac (and so unable to eat gluten). With a few hours Amy had contacted me to offer a gluten free birthday cake to be delivered to our room during our stay (their information management/communication system must really work well!). This was delivered with complimentary bubbly and really helped to make my partners birthday special. The Japanese chef and the restaurant manager Marco were also incredibly helpful in planning ahead to ensure I could eat safe Japanese dishes for our celebratory dinner. And information about my dietary needs had been communicated throughout all the departments - for example when we arrived for breakfast in the Terrace restaurant, I was asked if I needed anything special prepared to accommodate my gluten free diet.

We also went for the Sake tasting experience - which is a must if staying at this hotel. Incredibly good value at 150MOP each. Thomas the Sake Sommelier spent more than an hour with us, talking through each of five Sakes with vast knowledge and great humour. We loved it!

Food quality was consistently great. And I think the pricing of this hotel is reasonable - lower than many when they could charge more for the premium service levels.

It’s not perfect. We spotted a fair bit of wear and tear in the rooms and corridors (e.g. carpets coming up on level 8 and damage to the blinds in the room) – but this really didn’t bother us. The standard of cleaning was great and the overall feel is of a good quality hotel. Nothing to worry about unduly.

All in all we were really impressed and we are already looking for an excuse to return. My only disappointment was that I did not have chance to find the hotel gift shop - I was hoping to find out if they sold the signature fragrance of the hotel - as the whole place smelt divine.

  • Stayed: November 2013, travelled as a couple
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Thank Rachel A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OkuraMacau, Guest Relations Manager at Hotel Okura Macau, responded to this reviewResponded 26 November 2013

Dear Rachel A,

Thank you for your detailed review of your recent visit at Hotel Okura Macau. We are extremely pleased to hear that you and your partner thoroughly enjoyed your stay at our hotel. Our staffs are exceedingly honored to know that such experienced hotel guests thought that this was their best hotel experience thus far. Thank you so much for your praises.

It brings us great pleasure to know that you were able to enjoy the facilities of your upgraded Superior Suite room. In regards to certain comments in the past from our guests about the sauna or steam room temperature, we decided to give each of our suite guests a facility card at check-in—explaining all of the facilities in the room, so that they may properly enjoy the room.

Hotel Okura Macau strives to give our guests the best quality service possible, while still being attentive and personal, so that they may undergo the Okura Experience. We are overjoyed that all of our staffs allowed you and your partner to feel warm and taken care of. Our hotel is proud of each of the individual staffs that participated in making your stay unforgettable—from the Front Line Staffs to the Chef who specially made the cake to the many Food & Beverage staffs that tried to ensure you were given food and drink choices that suited your preferences, and many more. Your many compliments to those staffs will be related to the respective departments so that they may receive your gratitude.

In terms of your specific diet, our Chefs try their best to accommodate to all of our guests’ wants and needs; therefore, we hope that it was satisfactory, yet delicious. We endeavor to make all of our guests’ stay as pleasant and convenient as possible—we hope we achieved that with you and your partner.

In regards to the wear and tear in the rooms and corridors, we will look into it and repair these minor issues immediately; we hope it did not dampen your experience of the beauty our hotel offers. Please be rest assured that your concern has been passed to the respective department for further action. We hope that during your next stay, you will not encounter the same imperfections.

In reference to a hotel gift shop, our hotel does not have its own personal gift shop, and the hotel fragrance is not available for retailing; however, we will suggest to our higher management that it would be a good idea to consider implementing since so many of our guests are so fond of our signature fragrance. For your future reference, there is a gift shop in the East Promenade of the property, so perhaps next time you can stop by the gift shop and have a look around.

Again, on behalf of Hotel Okura Macau’s staff, we’d like to thank you for taking the time to appreciate our staffs and our hotel’s facilities. We eagerly await your next visit to Hotel Okura Macau in the near future.

Hotel Management
Hotel Okura Macau

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Reviewed 20 November 2013

Best stay ever in Macau. Was our Wedding Anniversary so booked 2 nights in an Okura Room to enjoy access to Executive Lounge, complimentary cocktails etc. We were treated like royalty from the minute we arrived and especially by the staff on the Exec floor who were extremely attentive and arranged "many" extras to help make our anniversary special. We will definitely be back!!

Room Tip: Remember to ask for a non smoking floor (if non smoker). We had a room with a balcony on the 8th flo...
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  • Stayed: November 2013, travelled as a couple
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Thank Jude N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OkuraMacau, Guest Relations Manager at Hotel Okura Macau, responded to this reviewResponded 21 November 2013

Dear Jude N,

Thank you for choosing Hotel Okura Macau to celebrate your Wedding Anniversary. We are extremely happy that you were able to have such a remarkable stay at our hotel. Our staffs pride themselves in being able to provide excellent service—giving our guests the full Okura Experience.

We hope you will be back again during the holiday season so that we may once again allow you to feel like royalty again. We eagerly look forward to serving you again in the near future.

Hotel Management
Hotel Okura Macau

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Reviewed 16 November 2013

The room is very nice ... I tried the steam sauna inside our room, the steam comes out too weak and not hot enough ... the food served at the lounge during afternoon tea and happy hour are mediocre ... The service is excellent though

  • Stayed: October 2013, travelled with family
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Thank SloppyJoe5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OkuraMacau, Guest Relations Manager at Hotel Okura Macau, responded to this reviewResponded 21 November 2013

Dear SloppyJoe5,

Thank you for your precious feedback from your latest stay at Hotel Okura Macau. We are disappointed that the steam was too weak—we will inform the related department to look into this, so that your future stays will be flawless. Kindly note that in response to our guests’ comments, our food and beverage menu are undergoing changes; therefore, it will be implemented in the near future.

It brings us great pleasure to know that our staff gave you excellent service. We pride ourselves in being able to give top of the line service. We hope you will visit Hotel Okura Macau again in the near future to see the improvements that we have made.

Hotel Management
Hotel Okura Macau

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Reviewed 22 October 2013

Stay here for 1 night in Oct 2013, I select this hotel because of its sky wave pool which I found really fun. There is also a human made beach which very suitable for kids to play around. The hotel is big, and clean. If you book this hotel one month in advance, they also have a special discount for it.

As most Macau hotel offer, they have shuttle travel to and from ferry terminal, and also to Taipa which have a lot of delicious local food there.

Worth it give it a try next time when you visit Macau.

  • Stayed: October 2013, travelled as a couple
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Thank IcarusChung
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OkuraMacau, Guest Relations Manager at Hotel Okura Macau, responded to this reviewResponded 26 October 2013

Dear IcarusChung,

Thank you for taking the time to comment on your recent stay at Hotel Okura Macau. We are elated that you had such a thrilling time at the 2nd floor man made beach and Sky wave pool. Our hotel strives to keep all our facilities clean and orderly, even during the holidays, so that all our guests will be able to receive the World Class Service they deserve.

It brings us great joy to know that you will choose our hotel again, and we enthusiastically look forward to your next stay with us in the near future.

Hotel Management
Hotel Okura Macau

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Reviewed 21 October 2013 via mobile

Stayed there 11-13 oct with our 3y old boy. We chose the hotel because it's one of the newest hotels on the strip n has a big wave pool.
We were not disappointed.
The room is big with big bath tub n auto toilet bowl!
The pool is great! Huge n they have a smaller heated pool.

Great experience as the hotel is not too crowded compared to the venetian, food court is great but not as much choices as the venetian.
Free shuttle buses to most places in macau, so no worry you can just hop in to one of the buses to grab lunch or dinner at other places.

Overall very satisfied stay, will recommend to friends n families.

Stayed: October 2013
Thank imbidders
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OkuraMacau, Guest Relations Manager at Hotel Okura Macau, responded to this reviewResponded 26 October 2013

Dear imbidders,

Thank you for your feedback from your previous stay at Hotel Okura Macau. We are glad that you and your family enjoyed our hotel and the pools in its entirety. We wish to inform you that once the Phase II of the property is complete, there will be an additional 55+ restaurants, adding more variety to suit our guests’ tastes.

It is truly an honor to know that you had a very satisfied stay and that you will recommend Hotel Okura Macau to your family and friends. We hope to serve you again in the near future.

Hotel Management
Hotel Okura Macau

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Reviewed 20 October 2013

Visiting Macau for the first time was exhilarating but staying at the Hotel Okura was breathtaking. Adjacent to the Galaxy and the Banyan Tree Hotel, this place was out of this world. The staff were very helpful, especially the concierge. They told us which tour to take, recommended restaurants, sent my postcards...they were perfect. The room was fabulous with all the amenities we needed. The Internet connection was fast and trouble free. The buses that take you in the city were very convenient. The wave pool was wonderful, it was like being on the beach. I will most certainly stay there again.

Room Tip: If you're traveling with young adults (above the age of 21) make sure they have their IDs becaus...
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  • Stayed: October 2013, travelled with family
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Thank Mae-and-Abdulla
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OkuraMacau, Guest Relations Manager at Hotel Okura Macau, responded to this reviewResponded 26 October 2013

Dear Alfuwaires,

Thank you for your many praises about Hotel Okura Macau. We take pride in knowing that our staffs were able to give excellent advice and recommendations to our guests, especially those who are new to Macau. It is our continuous goal to work hard to make each and every guest’s stay a fun and memorable one.

We hope you will visit Hotel Okura Macau again in the near future; we endeavor to make each stay for our guests an unforgettable one.

Hotel Management
Hotel Okura Macau

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Reviewed 11 October 2013

I stayed in OKURA on Sep 27&28 during the China golden week worrying it would feel clustered with mainland tourists. Yet the whole experience was relaxing and well taken care of.

The room decor is sleek and simple. Making me feel like home with full range of amenities that are very personal and useful. The bed, pillows and blankets were heaven.

For those who want quietness,this hotel has all the facilities you need to rejuvenate yourself. For those who want entertainment,just steps away,there are casino shared among galaxy and banyan tree plus many restaurants and shopping in the complex all within walking distance in a covered area.

Room Tip: All their rooms are amazing. For those with a bit more busget, try their suite as they have in-room...
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  • Stayed: September 2013, travelled with family
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Thank Amy L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OkuraMacau, Guest Relations Manager at Hotel Okura Macau, responded to this reviewResponded 14 October 2013

Dear Amy L,

Thank you for your review during your recent stay at Hotel Okura Macau. We are pleased that you were able to find serenity in the midst of such a busy holiday period. We strive to provide a peaceful environment for slumber, while being near the excitement of the casino and shopping facilities.

We hope that you were able to fully enjoy yourself during this Golden Week holiday, and we look forward to your next visit in the near future.

Hotel Management
Hotel Okura Macau

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Hotel Okura Macau

Address: Avenida Marginal Flor de Lotus, Cotai, Macau, China
Region: China > Macau
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Casino and Gambling Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #10 of 94 Hotels in Macau
Price Range: £106 - £403 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Hotel Okura Macau 5*
Number of rooms: 488
Official Description (provided by the hotel):
The legendary Okura Hotels & Resorts brings its signature blend of modern comfort and tradition to the Galaxy Macau™, providing a distinctly Japanese interpretation of “World Class, Asian Heart” hospitality for guests at this spectacular resort. Leisure and business travelers at Hotel Okura Macau can choose from opulent suites or luxurious guest rooms that offer the highest-quality relaxation through Okura’s harmonious combination of function and comfort. Hotel Okura Macau was founded on the principle that its hotels must consistently offer the best accommodation, cuisine and service … a complete experience that visitors to Macau may now experience for the first time, only at Galaxy Macau. ... more   less 
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