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Reviewed 31 July 2015

We have recently stayed in the hotel from 28-29 July 2015 to celebrate our wedding anniversary as well as to bring our child for her first away-from-home experience.

The excellent service started from the email communication with the Guest Relations Officer prior to our arrival. They were professional enough to prepare heartwarming arrangements for us such that we felt comfortable and had no worries before we set off our trip.

And then followed by the warmest welcome from the staff in the hotel reception, who has been so polite and presentable in serving us as a newcomer. The facilities in the room we stayed in (we were upgraded to stay in a Superior Room) as well as the pool facilitates that we enjoyed were all well equipped and clean. In particular, we enjoyed the periodic waves in the pool for which this made our swimming experience so much more fun. Even the life guards around were all very friendly and responsible.

Last but not least, we were given a complimentary cake, a festive wine, and a delicious pack of macaroon for our anniversary celebration in the evening. It was a surprise to us and the arrangement marked the highlight of the day.

Despite the good points, we felt there was a need for slight improvement on the floor of the washroom in the hotel room, as it was rather slippery when it was wet for which we have some safety concern. Nevertheless, the experience must have exceeded our expectation and we have indeed enjoyed the stay very much.

  • Stayed: July 2015, travelled with family
    • Rooms
    • Cleanliness
    • Service
Thank MrsJSze
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OkuraMacau, Guest Services Senior Manager at Hotel Okura Macau, responded to this reviewResponded 1 August 2015

Dear MrsJSze,

Thank you very much for sharing your feedback and photo with us on Tripadvisor. It is our honor to be part of your wedding anniversary celebration and we are proud to be the first hotel for your child’s “first away-from-home experience”. We are thrilled to read that our services exceeded your expectation and our hotel facility, amenities and wave pool was to your liking. Additionally, it is wonderful to know how much you appreciated the attentiveness offered from our staffs, particularly our Guest Relations, Reception and Life Guard teams. They are very proud of your recognition and greatly motivated by your kind words.

Thank you once again for your gracious feedback and suggestion for improvement in washroom. We can't wait to welcoming you and your family back to the Hotel Okura Macau for another beautiful stay.

Warmest regards,
Gloria Leung
Guest Services Senior Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 30 July 2015 via mobile

Club level is a joke in this hotel, does not exist!! I booked a club/executive level room only to be checked in late, then shown a room already occupied, then "upgraded" (which is not what I was looking for), only then to be told that the club lounge was under renovation, so is now situated in the lobby bar!! Absolute rubbish if you pay club & they charge you for it, then there is a particular level expected of it!! Won't be staying with or trusting Okura again on anything! Same food served at cocktail hour as at afternoon tea, probably just the same re-heated crap! In the lobby now feeling robbed!!

Stayed: July 2015, travelled with family
1  Thank Hamish P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OkuraMacau, Guest Services Senior Manager at Hotel Okura Macau, responded to this reviewResponded 31 July 2015

Dear valued guest,

Thank you very much for sharing your candid feedback on Tripadvisor, we are deeply saddened by knowing you had such an awful experience with us. Please allow me on behalf of my team to convey our heartfelt apology, we genuinely understand your frustrations and we are deeply sorry to have disappointed you. Thank you for bringing this to our attention, this is not indicative of our service standard and we will definitely review the club lounge food quality to work on continuous improvement.

We earnestly hope that you will give us another opportunity to restore your confidence in us.

Warmest regards,
Gloria Leung
Guest Services Senior Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 29 July 2015

Arriving at the massive Galaxy city of mess, there are people everywhere going in all directions right in front of you. But when you reach the Okura lobby on G floor, the crowds thin, and when you get to the 6th floor for club member check-in, it's almost serene.

Once you get up to the room, the peace and quiet makes you want to stay and enjoy it. But there are pressing things to be done. The fun to be had at the resort on floor 2 and the masses of food to eat after you finish the body fun and go for the belly fun.

Modern design for comfort and cleaned even when you don't expect it. After showering and messing up the bathroom after the water park fun, we struck out to dinner. When we came back late evening, the turn-down was done but surprisingly the bathroom had been cleaned and fresh towels placed. Excellent. Housekeeping does an excellent job and totally non-intrusive. This is what service is about.

The wifi was ultra quick too. Another surprise.

  • Stayed: July 2015, travelled with family
    • Value
    • Rooms
    • Service
2  Thank HKeater
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OkuraMacau, Guest Services Senior Manager at Hotel Okura Macau, responded to this reviewResponded 30 July 2015

Dear HKeater,

We are thrilled to read that you enjoyed your stay overall at the Hotel Okura Macau. It is especially rewarding to hear your compliment of “This is what service is about". We will definitely share your precious feedback with our entire team, particularly Housekeeping and Executive Lounge; they will certainly be proud to obtain your recognition of their unobtrusive and serene hospitality.

We truly hope that this is the first of many future visits and look forward to welcoming you back to the Hotel Okura Macau for another impeccable stay.

Warmest regards,
Gloria Leung
Guest Services Senior Manager

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Reviewed 28 July 2015

Great family hotel with ultra-modern rooms that are a decent size too. Luxury extras such as Japanese multi-function toilet (washes, dries, cleans, castrates…) TV in bathroom, electric curtains etc Downside, check in was slow and the café at reception level was very poor. Plus they brought the first persons order 10 minutes before the others, it’s really annoying to have the choice of eating before everyone else or waiting and risk it going cold. The highlight is the resort deck, this is truly brilliant and we’ll keep coming back for this alone.

  • Stayed: July 2015, travelled with family
    • Value
    • Cleanliness
    • Service
1  Thank MatthewC655
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OkuraMacau, Guest Services Senior Manager at Hotel Okura Macau, responded to this reviewResponded 29 July 2015

Dear MatthewC655,

Thank you very much for your feedback on Tripadvisor. We are happy to hear that you had wonderful moments at the resort deck, we are also glad to hear you found our guest room and bathroom functional and that you would return to our property. Your comments regarding check in and bar lounge will be passed to our front desk and culinary team. Thank you for providing your feedback and we will definitely revisit the mentioned areas to work on further improvements.

We are proud to be complimented as a "Great family hotel with ultra-modern rooms” and look forward to welcoming you back to our hotel very soon.

Warmest regards,
Gloria Leung
Guest Services Senior Manager

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Reviewed 27 July 2015

The room is spacious, the bathroom has two basins and a mini TV. The amenities are very good. It was just that upon check in at around 1:20pm. It took us 25 mins to check in. Ww were told the room wasn't ready until after 3pm. When we came back for collection of key, it took us almost 15 mins to get the key. So we could not start playing in the new water pool until 4pm. So we couldn't possibly have enough time to enjoy it. But overall we like the hotel very much. The staff called me to reconfirm whether the extra towels and slippers have been delivered yet. Great service!

  • Stayed: July 2015, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
1  Thank dwcho
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OkuraMacau, Guest Services Senior Manager at Hotel Okura Macau, responded to this reviewResponded 29 July 2015

Dear dwcho,

Thank you very much for your kind comments. We are delighted to read that our spacious guest room, well-equipped bathroom and the amenities you received were all to your liking. We are proud to learn that you found our staffs to be helpful delivering “Great Service” to you and your family. Your comments regarding check in is greatly appreciated, we will definitely pass your feedback along to our front desk team for continuous quality improvement.

We sincerely do hope that should your travels bring you back to Macau, we have the opportunity to welcoming you back for another enjoyable stay.

Warmest regards,
Gloria Leung
Guest Services Senior Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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