I am 100% confidence with almost every 5-star branded hotel in Macau in terms of room conditions and amenities. There is no exception for Hotel Okura Macau. However, my first accommodation in this Japanese establishment can hardly persuade me to come back again.
I checked in at around 5pm and was granted two key cards. By the time I inserted the key card to the door slot, the green light appeared. In a flash of second, the door opened before I turned the door handle clockwise. Oh my god, it was a female staff who opened the door at the same time with me! One could imagine how haunting such experience could be. Judging from her uniform style, she was not a housekeeping staff. Her facial expression was as "surprised" as me. Then she walked out from my room after whispering "sorry", then disappeared. No explanation at all. Can anyone explain to me why she was in my room when it was not supposed to be?
The front desk staff who pick up phone calls from guest rooms should receive more training. I was assigned to a room on the 18th floor. Not knowing if my room would be on the Executive floor or not, I pressed the front desk button to ask. If my room is on the exec floor, I would love to go to the lounge for a drink. That's my intention of calling.
The phone started counting time once it was picke up. At 2m30s, the phonecall ended. Nevertheless, the female staff didn't actually answer my question. The feedback I got was "Your room is eligible for 2 sets of breakfasts. The breakfast place was located on 2/F. Breakfast is available from 7-11am." Within this duration, my phone call was put on hold two times as the female staff said she had to check.
The most unexpected thing happened at 8pm. When I was about to take the lift to go down to 2/F for dinner. All the lifts were not in service. I could hear slight emergency alarm. With no better option, I went back to the room and called the staff. The lady said lift service was temporarily suspened due to a pressed alarm and the system was under repair. With no idea how long it took, the lady promised me she would call me back. Before hanging up, I asked if I could use the staircase to go down cos I was in a rush. She said she had to check and came back to me. Ten minutes passed and I called her again. She repeated the same answer. After getting a whatsapp message from my teammate about "lift service was back to normal", I took the lift to go down to lobby floor. When I passed the check in counter, a crowd of young female staff were laughing loudly. Obviously they were chatting and enjoying themselves AT THE FRONT DESK. I had never witnessed such a scene in a five-star hotel's front desk...
The next morning I proceeded to breakfast before 0900. My roommate went for breakfast at 1030. She was guided to a table after leaving her room number to a waitress. After getting herself a plate of food, the same waitress came back to her and said only 1 person's breakfast was complimentary for her room. The bill was put on her table at the same time. It's MOP280. She was annoyed and irritated. By the time she was thinking what to do next, a manager walked by. She explained the situation to him. The gentleman is polite and professional. He returned to her table after a while and informed her the matter was settled. Yet, her mood was greated affected.
No matter how "luxurious" and "grandiose" a hotel is built and regardless of how "well-equipped" and "well-thought" a guest room can be, it is the quality of the staff which makes a hotel prospers and lasts. If a hotel fails to attract repeated customers, it has no future.
- 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
- Reservation Options:
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- Also Known As:
- Hotel Okura Macau