JW Marriott Hotel Macau

Love the hotel, very grand & clean. Staff are super friendly, from the helpful front door staff help us loading the luggage from car, to our check in staff Kayla, and Arun taking care our luggage, room service staff building tent for our kids, can’t remember all the names, but their smiles gave us memorable trip in Macau. Will definitely come back again!

My husband and I stayed two nights in this hotel for the first time, once we arrived, there is a staff standing by the other staff, who pretend not noticing us when we have eye contacts and we just go straight to her and let her handle our checkin.

We found that she was new while processing since she needs help from the other staff, which we understand, but we already feel unwelcome at the moment. The other staff handle our checkin finally.

We then spent a long night in casino and when we went to sleep at around 3am, found that there is light leaking through the glass between the bathroom and our bed, and we found that it’s the light from the tv on the mirror in the bathroom, so we search the buttons to turn it off and finally got the remote control in the drawer, but it is not working, we spent half an hour to fix it and since it’s late, we gave up and had a poor quality sleep that night, but the most frustrating thing is the phone rang at 11am, which is a reminding call for checkout, it’s a machine automatic call and we just hang it cos’ no one is talking actually, we were already mad at that time cos’ we have two consecutive nights booking in the same room, we were woken up with no reason!what made us angrier is the door bell rang at 11:45, which woke us up again and need to open the door to answer, it’s another checkout reminder! We were so tired due to the poor quality sleep already and woke up with no reason for two times!

Later that day, we called the front desk about the tv on the mirror, and finally found that it’s because the remote control is out of batteries so it’s not working.How could that happened in a five star hotel!

I sent an email to contact them about the issue, they gave me 5000 marriott bonvoy @pts as a goodwill gesture, which is useless.
It shows the complaints handling skills of management is not up to standard as well, I don’t feel they are really sorry about that and not taking it seriously! I am still mad with their service after receiving their email, will not recommend this hotel to anyone!

Everything

We come here to celebrate valentines day. All staffs are very friendly. Especially concierge Amy and Call centre Korine assist me to prepare surprise to my girlfriend in advance. Also we would like to highlight Lydia and Rita allowed us to check in early and prepare beautiful handwritten card and cake. We both have a very enjoyable stay in here!

The staff are very attentive and professional.

The hotel has a very good location and the staff is very friendly.

Hi , I would like to express my gratitude to the staff named Mr Emanuel , Ms Lydia and Mr Tony . They are so helpful and warmed . They gave me many assistance during my stays. Much appreciated. And also to the house keeping team named xxxx Li , thank you so much to make my room brighter and clean.

We were tired when we arrived JW Marriott Macau from shenzhen. Check-in staff has arranged us checking at the Executive Club lounge. Club lounge staff "Young" realized we were tired and have missed our lunch due to traveling, "Young" has arranged hightea set for us and Grace has prepared us coffee.
Guest Relation Team " Tiffany" also came and welcomed us at the lounge. Her friendly greeting relaxed us, we totally forgot our tireless and have quickly blended ourselves in to this comfortable and luxury environment. On the other side, check-in was also completed by Young seamless.
When we entered our room, our luggages have already been delivered to our room. Wow, a one King Bed suite has been arranged for us with a bottle of Portuguese Red Wine, fruit platter, Macarons and a anniversary greeting card signed by many staffs. All these arrangement have already been placed in our living room tea table.
The view from our room to Galaxy Rrsort and Lazy River was also spectacular.

To avoid the crowd in main dining room "Urban Kitchen", we decided have breakfast in the Executive Club lounge. Foods in the lounge were good and high quality. Guest Relation Manager Sophia came to welcome us. Sophia was friendly and have provided unparalleled care to us. What a team work!
We returned to Executive club lounge couple of times, Club lounge staffs Sopia, Victory, Jessie amd Nata took good care of us ebery single time.
Hotel suite was sparkling clean, thanks to the very polite housekeeping team and concierge team was also very0 attentive. Our King bed was comfortable.
Foods from JW Marriott Macau were tasty, thanks for the support from all the amazing chefs. Chef Gina came out from the kitchen and have checked with us on food quality.
I would say JW Marriott Macau management has done an amazing job, they have trained their staffs service quality well above other Marriott Bonvoy hotels that we have stayed in the past.
On our day of departure, a luxury van has been arranged for us and the van brought us to the port that directly departure to Hong Kong International Airport seamlessly.
I wish everyone in JW Marriott Macau keeps up with the good work. I will visit all of them next time when I return Macau.
Thanks,
William

Very good modern hotel. Amazing staff at executive lounge though drink options can be improved.
Food and breakfast were good.
Room is great.

Missing- shuttle to airport

景觀與服務

We stayed here for celebrating our anniversary. The stay was memorable! I would like to express my appreciation to Eva and Joann from Front desk and guest relations! I felt their efforts to make our stay perfect. Cake, card and cardholders (that's really surprised) were full of love. Not only the check in process was good, but also the Exe lounge and the Urban Kitchen.
After check in we went to the Exe lounge, we got warm greetings from Jenny. We enjoyed the afternoon tea! In the evening, we booked the dinner buffet at the Urban kitchen, so many choices of food and drink! The guys were professional, I think they're supervisor or AM? Super friendly.
Not only the stay was perfect, but also the pre arrival experience. I would like to show my gratitude to Lydia, Zai, Vinny from GR, Melo from Concierge, Lina, Coco from the Urban Kitchen, who dealt with me thru emails, made our stay unforgettable and wanted to come back next year.

Речка. Бассейн

Spent two nights again, having previously visited earlier this year. The service at the hotel is impeccable. This started already with check-in by Kava and Lydia, who acknowledged our return and made us feel valued. This should be the standard at hotels, but is so often lacking. Unfortunately our stay was impacted by guests smoking on non-smoking floors. The staff did everything to rectify this, including a move to a new room, air purifiers etc. Ultimately this issue is of course out of their control, but we appreciated the recovery efforts led by Tiffany and also with the follow-up by Don the day after. I don’t usually name drop in reviews, but I felt the service from the staff was sincere and they really made every effort to make our stay pleasurable despite the issues. This is a great hotel; aside from the excellent service the rooms are fantastic and there are great swimming amenities. A real shame that certain guests feel they can smoke anywhere they like.

Once again, we had an amazing time at the Jw Macau. This is our go to place for the family and close friends. There are many activities to do for the whole family. We usually visit here twice a year. The service is always excellent and they go above and beyond to make you feel welcomed. Thank you to the entire staff for the memorable trip. We can’t wait to go back in the near future.

좋습니다

Thank you for the marriott hotel amazing hospitality and 5 star service. My girl had the birthday surprise that she never forget. Really thank for executive lounge - Sophia, Inga, Sofia and Ariel. Guest service - Scofield and Sisi. I can't wait to visit again and JW hotel was a fantastic !!