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“Fabulous facilities in good location”

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Sheraton Grand Macao Hotel, Cotai Central
Ranked #19 of 95 Hotels in Macau
Certificate of Excellence
Taranaki, New Zealand
Level Contributor
87 reviews
29 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
“Fabulous facilities in good location”
5 of 5 bubbles Reviewed 1 September 2014

Had a room with two king size beds with a view looking across at Venetian Hotel and down on swimming pools. Our baby grandson was with us and a cot was provided for him for no additional charge.
Bathroom was well appointed and very clean.
Hotel is above shops and casino.
Is in the middle of Cotai Strip so you can walk to other hotels and casinos and restaurants etc.

  • Stayed August 2014, travelled with family
    • Location
    • Sleep Quality
    • Service
Helpful?
1 Thank Chrisandjoe
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SheratonMacao, Guest Experience Team at Sheraton Grand Macao Hotel, Cotai Central, responded to this review, 3 September 2014
Dear Chrisandjoe,

Thank you for sharing with us. We are glad to hear that you enjoyed our hotel facilities and service. We hope we will welcome you back soon.

Warm regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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4,703 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (861)
Date | Rating
  • Chinese (Traditional) first
  • Chinese (Simplified) first
  • Danish first
  • Dutch first
  • English first
  • French first
  • German first
  • Hebrew first
  • Indonesian first
  • Italian first
  • Japanese first
  • Korean first
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  • Portuguese first
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English first
Hong Kong, China
Level Contributor
19 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
3 of 5 bubbles Reviewed 31 August 2014 via mobile

There is reason why this hotel is Cheaper than other 5 stars hotel in Macau. Chose this hotel just because of the breakfast for my kids. And you can walk to the'Water show' hotel in 5 mins. Room is big but decoration is cheap. Expect to see lots of guest from China. One good point of this hotel is the Italian restaurant there is great. But for dining there you dont need to stay in the hotel.

  • Stayed July 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank linnicky
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SheratonMacao, Guest Experience Team at Sheraton Grand Macao Hotel, Cotai Central, responded to this review, 3 September 2014
Dear linnicky,

Thank you for staying with us. We are glad to hear that you had an enjoyable stay with your family. It will be great if you can kindly share with us the part that we didn't meet your expectations to gr.macao@sheraton.com, which will really help us improve to perfect your stays in the future. We look forward to welcoming you back in the future.

Warm regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Ahmedabad, India
Level Contributor
39 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
5 of 5 bubbles Reviewed 31 August 2014

I went there along with my friends. We stayed over there for 2 night 3 days. I got few options for staying in Macao. I choose this over others. Staff of this hotel is very friendly. They explain you each and every things before you checkin into hotel. They offer us upgrade at nominal charges. That was really value for money. Huge room and all the facility were there. It's a such a huge hotel that you will lost. So you have to check and remember your room and follow the sign. :) For Indian they have good choice of food. Specially in room dining which me and my friend try at 2. am. I must say in Macao it's best choice.

Room Tip: If possible try their suits. Its worth to explore. They are giving lot of benefits along with just a...
See more room tips
  • Stayed August 2014, travelled with friends
    • Value
    • Cleanliness
    • Service
Helpful?
1 Thank dhavaljani
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SheratonMacao, Guest Experience Team at Sheraton Grand Macao Hotel, Cotai Central, responded to this review, 3 September 2014
Dear dhavaljani,

Thank you for staying with us. We are delighted that your stay sounds so perfect with our service! We hope we will give you another memorable experience soon.

Warm regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
New Delhi, India
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
5 of 5 bubbles Reviewed 30 August 2014

We made an excellent decision by choosing to stay in this property which is supposed to be the largest Sheraton in the world. While I was a little skeptical because of the many online reviews about long lines, late check-in's etc, we did not encounter any such thing in spite of reaching the hotel at about 3 pm (which is the check-in time). Our stay was great and the highlights were as follows:

1. We took a Cotai View room, and it was huuuge in spite of NOT being a suite! The view was great and totally worth paying the extra price for the view.
2. The breakfast buffet was very lavish.
3. Since we visited the Venetian anyway (which was a walking distance away and connected by a bridge), it gave us the chance to explore another huge mall of which the hotel was a part. The mall concierge even helped us buy a tourist pass which gave us good savings on our sightseeing and dining.
4. The swimming pool area was again huge (even though we could not visit the adults only section which had closed for the day). There were at least 10 pools and since the crowd was less, every family / couple got a pool of their own!
5. The hotel itself was spectacular. Staying there gave us a high, and the customer service never disappointed in spite of the large size.

All in all, staying here was the most awesome experience, and I would not want any part of it to be changed!

Room Tip: Choose a Cotai View room, the view from there is just amazing!
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Stayed June 2014, travelled as a couple
Helpful?
1 Thank Aanchal G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Level Contributor
7 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
3 of 5 bubbles Reviewed 30 August 2014 via mobile


入住 Check in
輪候時間短,職員細心友善
Quick and smooth check in. Nice staff.

清潔 cleanness
房間設備尚算整潔,但令人難以置信的,是在全澳門最新的五星級酒店的房間內,有陣陣的尿臭味,實為不可以接受
Most of the equipment is clean and tidy. But the room is smelly of peel. This is completely not acceptable

設施 Facilities
設有多冷暖水泳池,但泳池分散,令每個池的面積太細,空間略覺不足,而泳池亦沒有職員維持秩序,有很多小朋友在奔跑、追逐及跳水,感覺不安全
There are many pools with both cool and warm waters. But the pool was too small. The staff did not handle the children s who was running around and jumping into the water. These made the pool very danger and we can't relax at the pool.

特別安排 Special arrangement
預期先發電郵給酒店,通知此行為兩歲兒子慶祝生日,酒店方面亦免費提供一個小蛋糕,本應欣賞其貼心安排,但這貼心的安排,卻成為一個缺陷,因為酒店所提供的是咖啡味蛋糕,試問我又如何讓兩歲小孩享用呢?
I've send a email to the hotel and they had arranged a mini birthday cake for my two years old boy. However, the cake was made with coffee taste. How can a little baby eat with coffee taste. I feel very disappointed with this arrangement.

保安 Security
於電梯大堂需要出示房咭,才可以進入,能有效避免閒雜人等進入酒店
You are required to show your room card at lift lobby. This an excellent arrangement

退房Check out
特快退房服務,值得加許 Express check out service only take 1 minutes

Stayed August 2014, travelled with family
Helpful?
1 Thank Keith F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SheratonMacao, Guest Experience Team at Sheraton Grand Macao Hotel, Cotai Central, responded to this review, 3 September 2014
Dear Keith F,

您好!感謝您的點評。很高興知道您和小朋友們有個輕鬆的入住。同時,我們對您入住期間造成的不便深表歉意,也已經把您的反饋意見轉達到相關部門,我們會進一步改善,以達到喜來登的服務標準。期待我們能再次為您服務。
Thank you for staying with us. We are glad to hear that you generally had a pleasant stay with our service. Your feedback is truly appreciated and will be reviewed with team. We hope we will provide you a seamless stay in the future.

Warm regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
2 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
3 of 5 bubbles Reviewed 29 August 2014 via mobile

I am a spg member and usually choose Sheraton for my business/leisure trips. I have stayed in this Sheraton several times before but this experience was the most disappointing.
the short version is: when I asked for an extra bath towel over the phone I was told by two different persons in housekeeping that they could only exchange bath towels and could not give me an extra one. I find this truly ridiculous and in fact having stayed in hotels all over the world this is the first time ever such happened to me. I assumed this policy was there to prevent people asking for extra towels and taking them away ("stealing" was the word). the point being, the hotel had my credit card record for incidentals (as well as breakages and/or anything missing/stolen from the room). this "exchange only" policy was small minded and gave the guests a negative impression that the hotel was either very stingy, or that they assumed all guests were thieves.
the matter was resolved quickly after calling their manager (rooms), for which I was very grateful.
it took me three phone calls and over 20 minutes talking to various people, including their senior management, to get an extra towel ~ that's disappointing…

Stayed July 2014, travelled as a couple
Helpful?
2 Thank peterchan7708
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SheratonMacao, Guest Experience Team at Sheraton Grand Macao Hotel, Cotai Central, responded to this review, 3 September 2014
Dear peterchan7708,

Thank you for sharing with us. We are happy to welcome familiar face like you back but sorry for any inconvenience caused to you. Please be rest assure that we will reviewed your feedback and additional training will applied on associates. We hope we can welcome you back and give you a seamless stay in the future.

Warm regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Glasgow, United Kingdom
Level Contributor
55 reviews
30 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
2 of 5 bubbles Reviewed 29 August 2014

I spent 5 nights this month in a work trip that was held at the Sheraton Macau. I was looking forward to the trip despite not being a gambler myself. However this monstrous hotel, which has apparently over 3,000 rooms, was a real let down.
Room quality was poor although the room was huge. The fittings and bathrooms were luxurious in about 1990 but dated and poor now, although the bed was comfortable.
Worst of all, every available square inch of the common areas is given over to gambling. There is no nice bar or decent coffee shop, apart from a hopelessly inadequate one on the ground floor which is constantly full of families apparently waiting for the gambler to come out of the casino, for hours at a time. The staff show zero care or interest in you, and take no action to stop the regular smoking by guests in the elevators (even though the signs are in Chinese as well as English these are ignored!).
A poor place, the worst of excess and a licence to fleece your customers. I won't be back!

Room Tip: Stay in a different hotel
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  • Stayed August 2014, travelled on business
    • Value
    • Cleanliness
    • Service
Helpful?
Thank Les F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SheratonMacao, Guest Experience Team at Sheraton Grand Macao Hotel, Cotai Central, responded to this review, 3 September 2014
Dear Les F,

Thank you for sharing with us. We are sorry to hear that the experience is not up to your standard. We would like to invite you to have Sheraton Social Hour at Palms at 6pm to 9pm, every Friday to Sunday where you can compare world renowned wines and other premium pours. Your feedback about service is truly appreciated and will be reviewed by departments operated by Sands Cotai Central. We hope we can welcome you back in the future.

Warm regards,
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 Sheraton Grand Macao Hotel, Cotai Central

Property: Sheraton Grand Macao Hotel, Cotai Central
Address: Estrada do Istmo. s/n, Cotai, Macau, China
Phone Number:
Region: China > Macau
Amenities:
Bar / Lounge Beverage Selection Business Centre with Internet Access Casino and Gambling Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #19 of 95 Hotels in Macau
Price Range (Based on Average Rates): ££
Hotel Class:4.5 star — Sheraton Grand Macao Hotel, Cotai Central 4.5*
Number of rooms: 4001
Official Description (provided by the hotel):
Sheraton Grand Macao Hotel, Cotai Central is the largest hotel in Macao with 4,001 well-appointed guestrooms and suites. It is also Starwood Hotels & Resorts’ largest hotel and Sheraton Club worldwide. Spread over two towers (‘Sky’ and ‘Earth’), Sheraton Grand Macao Hotel, Cotai Central offers three signature restaurants, a lively lobby lounge, extensive function space, Shine Spa for Sheraton, three outdoor swimming pools and a new holistic approach to fitness with Sheraton Fitness. With its central location, modern facilities and friendly world-class service, Sheraton Grand Macao Hotel, Cotai Central is your ideal choice to experience the diverse and colorful culture of this unique city. ... more   less 
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