First of all, when we arrived at...
First of all, when we arrived at the ferry terminal, there was nobody to direct us to where to board their shuttle. Finally, after about an hour in the baking sun, we found the shuttle and boarded. Their shuttle also only drop guests off and does not pick guests up at different drop-off points, so you have to find your own way back.
Check in was frustratingly inefficient and slow. When we finally received our keys, we found a man still working in our room. Then at 9am the next morning we received a call asking what time we'd checked in the previous day. Also, when we went for a swim, they said that we had already checked out even though it was 9:30am and we didn't need to check out until 12pm. It took forever, but they finally gave us a locker and towels.
We decided to breakfast in the lobby area where they had a pastry stand. The lady asked if we were going to dine in the dining area so we said yes. Then another lady comes and says that we must order a drink if we were to sit there. So we asked them to pack our food away and we'll just eat it in our room. The lady just clicked her tongue and walked off.
When we were checking out, their "system was slow." At any other hotel, they would just perform their tasks on paper and make it up later when there weren't as many people in line. Needless to say, it took forever to check out. While we were checking out, a senior couple we were travelling with wanted to sit down somewhere, so they they went to the lounge. Then that same lady said they must purchase a drink if they were to sit there - despite the lounge being completely empty. When our friend said that the hotel must put in more sitting areas, the lady asked for their room number. There is absolutely no reason for ask for their room number.
Overall, the service at this hotel was unwelcoming. Despite the "five star" decor, they had worse service than what I've experienced at a budget motel or hostel. I wouldn't recommend this hotel. You can save money from the free shuttle services provided by other hotels and you can save your sanity by the better service elsewhere too.
Read full Hotel Royal, Macau review
Summary
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Not Rated
Customer service
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5/6
Cleanliness of accommodation
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5/6
Quality of room
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Not Rated
Value for money
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Not Rated
Quality of food
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4/6
Family friendly
