W Macau - Studio City

It was a disappointing experience at W Macau. I booked the Spectacular Room for 2 nights which should be 51sqm-59sqm in size. However, the first room they gave me was a small Wonderful room around 37 sqm I knew instantly they gave me the wrong room so I called the front desk to have it changed to the Spectacular room. The second room they gave me was slightly bigger with a view of Cotai *****. It still felt a bit smaller than their official size of 51sqm-59sqm but I trusted the staff would assign the correct room so I didn’t ask again. During the stay the room felt really crammed because every time I walk to the bed I would hit the furniture as there is a large table and lounge chair placed next to the bed. I couldn’t shake the feeling that the room was smaller than advertised. At checkout I thought I would ask the staff the type of room I had in which he confirmed that it was the Wonderful room. I was really shocked and felt deceived since I already asked for the Spectacular room and they still gave me the wrong room again! Also the pillow had this strange smell that didn’t go away even after they changed the sheets and pillow case. The tap water had this weird sewerage smell and taste from the pipes and was there the whole time. The bath robes had this sweaty smell like it’s not been washed or changed for a long time. It was really disappointing given it’s a 5 star hotel. I’ve stayed at many 5 star hotels in Macau and never had these issues. W hotel please improve the cleanliness of your rooms like pillows and bath robes. I don’t appreciate being deceived about the rooms. If you don’t have the bigger Spectacular room just tell me don’t need to hide it. I didn’t end up sleeping well because the whole time I was wondering why the room was so small compared to what I booked. The manager Hilda did offer me an upgrade for my next stay at the hotel but I saw other customer reviews and they always give upgrades for free. I didn’t expect an upgrade but just give me the room I booked and don’t deceive me.

Perfect new hotel to try and so close (walkable distance) to Galaxy from where my friend stayed. Hotel staff very warm and friendly with Brian Shea assisted us all the way. Breakfast varieties also very impressive.

Absolutely a top notch hotel. The rooms are very comfortable and complete. Huge bathroom, including a Japanese toilet. Shower has standard shower head and rain head. The matras on the king size bed is comfortable and firm. Fresh water, coffee and tea are free, the mini bar has more options to fulfill your needs. The breakfast has a wide variety of options: all of the world’s kitchens are present. Fresh and delicious. Enough restaurants around, huge water park, cinema, spa and shops. Enough facilities to also give your children a good time.