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.
- 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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