Poor service, very noisy and downgraded room
26/02/2017 ronskie_83, Singapore, Singapore
I seldom give feedback in all the hotels i have stayed in years of my travelling but this hotel deserved a 1 star rating. Why? First, the Chinese lady named Dorisy at the reception downgraded our room... more
I seldom give feedback in all the hotels i have stayed in years of my travelling but this hotel deserved a 1 star rating. Why? First, the Chinese lady named Dorisy at the reception downgraded our room from premium lifestyle to double room cos they said it is fully booked. Second, she put us in the upper floor room beside the lift where you can hear the sound of the moving lift inside the room. It is very noisy. We can't sleep. Third, we came earlier around 10am but she said we can only check in around 2pm. Upon check in around 3pm, she said we need to check out by 11am. Fourth, the room was small and old and not worth for the price we paid. There are other nice hotel in Macau selling at the same price or even cheaper. Fifth, it is very cold cos its winter and the aircon is also blowing cold air which makes the room even colder even though we adjusted it to the hottest temperature. Sixth, please note breakfast is a set meal and not buffet. But the food is nice though. Lastly, that chinese lady and the guy in the reception is not friendly. But the Filipino guy is very friendly and very accomodating. Luckily, we only stayed 1night and moved to Holiday inn at Cotai strip. We are able to check in early in Holiday inn and checkout at 12nn. And the price in holiday inn is even cheaper and you can get a 5 star service. less
Reid H, Manager at BEST WESTERN Hotel Sun Sun Macau, responded to this review
After I confirmed with the staff and check system records, your room has not been downgraded. Premium lifestyle this room type has two different types of disposable：1 double bed or 2 single beds.
Elevator noise We have contacted the manufacturer and will try to improve the current situation.
Just as you said the check out time is 11A.M. add housekeeping cleaning time, so it is more difficult to early check in. But it is recommended that you can advance the demand when you booking. we will try to keep the room at the day before you get (subject to the actual situation).
The air-conditioned are only cold type and the heater is available free of charge.
As for the reception are not friendly, I will strengthen the training and teaching.
All the comments you have made will be reviewed and improved, and hope can offer you a good experience at the next time.