Overall Experience:
Overall, the experience wasn't recommendable for a supposed 5-star hotel. Issues began prior to arrival.
Policies and Charges:
- Strict policies with no room for negotiation, even in exceptional circumstances like travel disruptions due to the flooding in Guangzhou. We either had to pay a cancellation fee, or forfeit the entire booking which is ridiculous.
- A high deposit of 4000 MOP was required, an excessive amount compared to other 5-star hotels.
- Room allocation didn't meet expectations; despite booking two rooms together, they weren't adjacent, and upgrading was necessary to obtain such rooms. Misleading and money-grabbing policy
Service:
- Check-in staff lacked warmth and courtesy, focusing more on reciting policies rather than welcoming guests.
- Breakfast staff were reported to be rude, which is not acceptable for a high-end establishment.
- Some positive interactions were noted with bellboys, but these were overshadowed by other negative experiences.
Amenities:
- Various issues were encountered, including faulty remote controls, toilet doors unable to be closed tightly and fridges that are not even cold
- Access to amenities like the swimming pool was restricted and you only can enter if you’re wearing swimming costume, which felt unreasonable for paying guests who wants to check out the area/take some pictures.
- Thin room walls led to disturbances from neighboring rooms. Prepare to be awoken by slamming doors, beeping noises throughout the night if you’re a light sleeper.
Location:
- The lobby was unattractive and cramped, lacking the expected grandeur of a 5-star hotel. Even the surrounding 3 star hotels have larger and nicer lobbies.
- While the hotel's proximity to a bus stop was a positive point, it didn't make up for other shortcomings.
Cleanliness:
- The cleanliness standards were subpar, with noticeable stains on the marble floor and window seat.
- Despite being a newly opened hotel, cleanliness wasn't maintained adequately.
Breakfast:
- The breakfast variety was limited and repetitive over the four days of stay. The same few dishes was served throughout.
- Lack of live cooking stations and you can only choose from 2 dishes for the “live cooking”, which took very long to serve.
- Cleanliness issues extended to the Chinese restaurant adjacent to the breakfast area, where there was a fly in our food, at least they offered to change to a new one for us.
Overall Conclusion:
- I would not return back again.