7/10 Great hotel, comfortable & clean
Posted Dec 15, 2016 on Hotels
The room itself was perfect, in fact everything was pretty much perfect except for the following:
1. Bathtub stopper is faulty. I filled up an entire tub of water but came back to an empty tub 15 minutes later.
2. Hair dryer wire so a little bit too short.
3. Staff were generally polite but the staff I talked to over the phone needs to learn a bit of phrasing... I paid for three pax but the room was only equipped for two people when I checked in; when I called guest services, the staff questioned me and I quote him, "did you pay for the third person?". OF COURSE I DID. HELLO?!?! I'M NOT SOME CHEAP PERSON WHO SNEAKS PEOPLE INTO HOTEL ROOMS. Long story short, the staff should have checked the records and not question the guests.
4. The City of Dreams grand hall (main entrance) and Hard Rock Hotel's pool is under renovation. It doesn't pose a big problem when you're in your room, but you can hear construction noises when you're walking pass the area. It's not very pleasing to the eyes either. Was a little disappointed when I arrived as the hotel did not notify us earlier.
Comment from Hotel Management
Dec 19, 2016 by General Manager, Hotel Management
Thank you very much for taking time to share your experience with us! It is only through continuous and objective feedback from guests such as yourself, that we are able to review and improve upon the facilities and services that we provide to ensure that we are meeting; if not exceeding your expectations.
We are glad to hear that everything was pretty much perfect during your stay! For the feedback about the bathtub stopper, hair dryer and maintenance & renovation issue, we will share with our Management and Housekeeping Team for further investigation and improvement. For the feedback about our Contact Centre team member, I will personally look into this matter and we will share this with Contact Centre for further improvement.
Please accept my apologies that we were not able to deliver the experience you were hoping for. Thank you for sharing your constructive feedback with us!
We take all our guests' feedback seriously and will use it to better improve ourselves. We hope your experience with us before will not hinder you from returning to us and we look forward to welcome you back to Hard Rock Hotel Macau.