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“Outstanding!”

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Sofitel Macau At Ponte 16
Ranked #13 of 95 Hotels in Macau
Certificate of Excellence
Christchurch, New Zealand
Level 4 Contributor
30 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
“Outstanding!”
Reviewed 4 July 2014

Our stay here was faultless. We upgraded to the 17th floor and so glad we did - the room, view and lounge access were well worth the extra money. All staff in lounge were welcoming and warm, Antonio, the pool bar waiter is one of the best along with Tina in reception. The shuttle bus worked well for us. Lazing by the pool, swimming over for cocktails, beautiful food made it feel like we were in a resort away from the gitz and glamour of some of the other accommodation. No 1 in Macau for us!

Room Tip: 17th floor
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  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Deb045
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kathlene M, Guest Experience Manager at Sofitel Macau At Ponte 16, responded to this review, 7 July 2014
Dear Deb045,


Thank you for choosing to stay with us at Sofitel Macau and for taking the time to share your experience with us.

We are delighted to read your very positive feedback about your stay. I would have to agree that the Club floor with all its benefits is worth every penny. The view from the Club lounge is truly amazing!

We are also happy to know that you were pleased with the services provided to you by our Ambassadors Antonio and Tina.

Thank you once again for sharing your experience and we hope to see you again.

Life is magnifique!


Warm regards,

Kathlene
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English first
Hong Kong, China
Level 4 Contributor
25 reviews
22 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 4 July 2014

Booked through an agent, and checked in late around 10pm. Lobby is quiet, 2 front office staff are chatting each other. Zero smile over front office staff, maybe I have interrupted their talking. Check in is fast and smooth, though. Front office staff get back to their chat right after my check in. Therefore, my girlfriend and I look for the way up by ourselves.

Room is cozy, but smells mold. Room facing the main road, appreciate the sound-proof system. You cannot hear the bustle outside, so you can have a good sleep and relax yourself. The hotel uses electrical curtain, you need not leave your bed to manage the curtain. However, I think there is a malfunction over the control. Suppose you can partially close the curtain and let some sunlight come in during morning, however, the switch in my room can only either open or close entirely the curtain. What a stupid switch. The door of wardrobe also does not close properly. We did not use the wardrobe as we stay for 1 night only. But if you are going to travel couple days with plenty of clothes, take a consideration this.

Things happen in the morning. We meet a floor supervisor while we and a gentleman (a loyal guest we think) walk to the lift lobby on my floor. The floor supervisor is so happy and talk to that gentleman regards of his room cleanliness, check out time, etc. "Surprisingly", the floor supervisor walks and passes us like a bystander. I know I am not a loyal customer, but at least, you should greet and have a smile even you meet a guest in front of you.

Breakfast is included in my package, with acknowledged by front office staff. The host pencils down our room number when we get inside the restaurant. However, later during our meal, a waitress asks our room number again. And she mentions that breakfast is not included in my room. I have to pay MOP$150/pax for the breakfast. I ask her to clarify while we continue our meal. "Hours" later, she does not get back to us and continues her work. It surprises me that it happened in a 5-star Accor group hotel. Every host should have confirm whether breakfast included. A log with rooms that included breakfast should have printed out every morning to facilitate the work. However, the host does not clarify us with the log and just let us in and sit inside the restaurant. And, if you are a 5-star hotel, the waitress should get back us in case of any dispute.

We come across another special moment in our breakfast. We understand coffee or tea is included in breakfast. However, no one approaches us for coffee/ tea even a waitress tells us the breakfast is going to close in 15mins. We surrender, and ask a lady (a manager with black suits) for a cup of coffee. Genius. She does bring us a coffee plate, and a cup with coffee inside. Thank you very much. I think she wants us to use our hand or fork or knife to stir the coffee. She turns around and walks away to "her friends" (she keeps talking with the same table of guests) when we want to ask her to bring a coffee spoon.

Sofitel, as I know, should be the highest-tier within Accor group. We do receive a lowest-tier services during our stay. Staff here look after their customers with good care. They listen. They response. They talk. They care. They serve. But only to those loyal customers or staff who think valuable to serve. If you enjoy to have a DND-mode holiday, this Sofitel is your right pick since you will no longer disturbed by the staff as you are a new visitor.

p.s.: An English-native restaurant manager (Lucas on his name plate) is the only staff that I wanna appreciate since he has a good smile and says goodbye to us while we leave the restaurant.

  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank stevekaty
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kathlene M, Guest Experience Manager at Sofitel Macau At Ponte 16, responded to this review, 6 July 2014
Dear stevekaty,


Thank you for taking the time to share your experience with us.

First and foremost, please do accept our sincere apologies for having given you a cause to write about your less than positive experience with our service.

We are extremely concerned after reading your feedback related to your interactions with our Sofitel Ambassadors. Please may I assure you that we are committed to delivering genuine sense of service to each and every guest while ensuring a high level of guest satisfaction.

Unfortunately with an anonymous review we are not able to further investigate on the above-mentioned concerns and address them accordingly. We would greatly appreciate if we can have the opportunity to speak to you personally to further discuss your experience therefore may I kindly request you to contact us directly on kathlene.marin@accor.com.

Thank you once again for sharing your feedback and we look forward to hearing from you.


Yours sincerely,

Kathlene
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New Zealand
Level 6 Contributor
159 reviews
136 hotel reviews
common_n_hotel_reviews_1bd8 128 helpful votes
Reviewed 4 July 2014

We stayed in a Club Room on the 17th floor. We expected great service, an excellent room and a Club Lounge that equalled the best of other hotels. We got this and more. Checkin at the Club level was concluded swiftly while we had nibbles and drinks in the lounge. Throughout our stay, every staff member in the lounge greeted us by name ( a very nice touch). Special mention to Mark for the great cocktails and the conversation and also to Liesl, Nikkola and Princess - sorry do not know the other names. We were very impressed at the way in which they went out of their way to find out any information we needed. The range and quality of food and drinks offered during Happy Hour was amazing. And the breakfasts......yum! The bar off the lobby was also pleasant with a discount for Club guests.
Our large room had everything you could want and was beautifully maintained throughout our 3day stay. There was a view to die for, overlooking the Old Town and the newer areas.
Now, why it's not a 5. These two issues are not the fault of the Hotel but impact greatly on the overall guest experience. Firstly, the Casino is old and tired and scruffy and certainly this does not encourage you to go here with the other great alternatives in town. Secondly, as mentioned many times, the transport to and from the ferry is disgraceful for a service to a 5 star hotel. It is unacceptable to wait for 30 minutes in the heat and then have to load and unload your own luggage. Taxis are also difficult to get from the hotel but the staff are doing a great job in trying circumstances. Our suggestion, buy your own buses, we'll be back to give you the 5 + you deserve.

Room Tip: Treat yourself to a Club room overlooking the Old Town.
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  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank busterNewZealand
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kathlene M, Guest Experience Manager at Sofitel Macau At Ponte 16, responded to this review, 7 July 2014
Dear busterNewZealand,


Thank you for choosing to stay with us at Sofitel Macau and for taking the time to share your experience with us.

We are very pleased to hear about your positive experience with our service, the room, and the Club facilities (not to mention the great views of the old town). We are also delighted to share your very good feedback to Mark, Liesl, Nikkola, and Princess - each one of them is a gem!

As you have mentioned in your feedback, the casino and shuttle bus services are not managed by the Sofitel Macau but by the owning company Ponte 16. Nonetheless, we appreciate your understanding and would like to assure you that we have shared your feedback with the concerned party for review and action.

We look forward to welcoming you back to Sofitel Macau and thank you once again for sharing your feedback.

Life is magnifique!


Yours sincerely,

Kathlene
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 Sofitel Macau At Ponte 16

Property: Sofitel Macau At Ponte 16
Address: Rua do Visconde Paco de Arcos, Macau, China
Region: China > Macau
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Business Hotel in Macau
#9 Family Hotel in Macau
#10 Romantic Hotel in Macau
#13 Luxury Hotel in Macau
Price Range (Based on Average Rates): ££
Hotel Class:4.5 star — Sofitel Macau At Ponte 16 4.5*
Number of rooms: 408
Official Description (provided by the hotel):
Positioned on Macau's picturesque waterfront, Sofitel Macau At Ponte 16 is located in the center of the city and amidst the charming historical quarter with walking distance to St. Paul's Ruins and A-Ma Temple! The complex of restaurant, bar, recreational facilities, meeting and banquet venues, in-house casino and MJ Gallery ensures that Sofitel has created an exquisite world for lovers of "art de vivre". The hotel has an easy access to the major points of entry into Macau and offers its guests complimentary transfers to the Macau ferry terminal and GongBei border gate on the Ponte 16 casino shuttle buses. ... more   less 
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Also Known As:
Sofitel Macau At Ponte 16 Hotel Macau
Sofitel Ponte 16
Macau Peninsula Sofitel

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