Londoner Grand, a Luxury Collection Hotel, Macao

The room was spacious. We got the fruit and cake offered by the hotel for our wedding anniversary! what a fantastic surprise which made this another unforgettable celebration!

This hotel is located at a very convenient location. But overall experience is just average because of the following main reasons: 1) check-in: the check-in area is crowded, no queue-up line for check-in/out customers and the whole area just looks chaos. When i tried to seek help, one of the staff directed me to a vacant line and when we came in front of the check-in counter, the staff was writing some sort of notes at a post card or something and didn’t greet us or even gave proper response to us. She looked at us for 1 second and carried on her writing task. We have no clue but just stood up there in front of the check-in counter and wait for the staff to acknowledge us. It was until I slightly raised my voice at her telling her I was waiting for her to finish the writing and help us to check-in, she notified I was a little bit angry and dropped her pen and took care of us!!! Shame that this famous hotel has this kind of training for staff!!! 2) Swimming pool: the swimming pool (at Bond Tower 2) is good and the staff were all very helpful. But what I suggest for the management is to include some sort of bar/snack facilities (like a small bar or something) at the pool side. It would be a nice and marvellous and chilled experience to have some cocktails or cold drinks sitting at such beautiful pool benches and sitting areas. 3) Hotel Bar: I was told that the Bard Bar was chosen to be one of the top 50 Asian bar and I have had the experience to go for a glass of cocktails with my wife after dinner. We are astonished by the “atmosphere” and “vibe” there…….. To be honest, the bar was beautifully decorated and the staff were all good and helpful. I don’t know if there was any propaganda or marketing or promotion issues, we arrived at the bar at around 9:30pm and left at around 11:30pm, we were the only customers there for the night!!! I think the management should do something on the promotion/propaganda as the place is such a nice place for hotel guests. Nice place, nice staff!!! 4) Check-out: we all understand that the normal check-out time was 12pm, however, I think it will be a definitely “turn-off” when you received a call from staff politely asking if I need an extension of stay (actually a relatively “polite” phrase for “sir, times up, you have to leave now…”) at 12:15pm!!! We had lots of experience over premium / luxury hotels and we both consider that 30 mins grace period is a “norm” and relatively appropriate period for customers to understand they are running over-time…… Frankly speaking, no offence as they did nothing wrong but we both suggest 30 mins a relatively better time period. Having expressed the above negative comments, we both want to shout out some good points of Londoner hotel. We were offered an upgrade promotion to Charles Suite at a rate of MOP500. And I must tell everybody that the cleanliness and tidiness of the room is superb, one of the best we’ve experienced. Thank you

Room was new and comfortable except a few foot prints from previous guest were visible on the bathroom floor upon check in. Very slight renovation smell still lingering in the room. Check-in process took a bit long. I was told by Gavi that room was not available but when I told him an early check-in request was already raised with Guest Relation Chris, then I was given a room. Gavi was very kind to waive my deposit due to my card issue. Guest relation Chris offered a complimentary car pick up after I made a reservation knowing I was coming with elderly, although I did not take it, it was a great gesture at the pre-arrival stage. Although overall guest service experience was ok, the F&B experience at the Chelsea Garden was somehow “unforgettable” on the opposite side. I dined there 3 times. There were quite a long queue at lunch and breakfast. But when we were escorted in, there were many empty tables, some were set up already and some were with dirty plates and cutlery not being cleared yet. Felt either not enough manpower or unorganised. Taste of Breakfast was really average especially the millet congee was so sticky like sticky rice. Two milk tea were served so late at the end when we already finished our food and had to chased the supervisor to follow up on it. Also, the complimentary water cap was really really tight and I had to open it with the help of the bottle open knife. Really not user friendly.