Review of Sheraton Grand Macao 4*

1) Check-in Issue: Between 3-7pm: The main lobby checkin is soooooooo congested you have to wait for more than1 hour, even in the SPG counters 40-50 minutes (approx 4-5 rows of people). Only 10 counters were opened at main lobby but you will still need to wait. 2) I have booked several rooms through Agoda, and has marked that I will not be staying in the rooms. Yet, they asked me to appear in the check-in counters 2-3 times, each for different booking ID to check my credit card, and they would not let my clients check-in unless I appear with the card (WHILE I was engaged in meetings). They cannot do the checking even later, SHOWING no flexibility in their customer services. ALSO, the cost was ALREADY DEDUCTED from my CARD. 3) SPG counter staff was rude (Ms Hilda Lok), even if you are complaining to them, they will look at their computer and just smile. She kept insisting that the card holder has to appear and she cannot check in my clients. I was busily engaged in events, and she did not allow any check in, no proper customer service was considered for them. THIS is already the SPG counter! global membership? global enterprise? Priority or EXPRESS check in? Mr Keith was more responsible in his job, he wrote a letter to the room in explaining why some things could not be done, and even provided his namecard if there were things you can look for him. What were the other managers doing? I have went to the main lobby more than 3-4 times for two days, just to settle check in issues/problems the hotel gave me. They did not show any managerial skills in handling reception/customer service issues. 4) The breakfast at the Feast was not up to standard, there were queues (30-1hr) when a few hundred of my company guests had checkin, while they have guaranteed they have sufficient rooms to take in our guests. The kitchen frying sunny side up eggs, can just use their spatula to smash through all egg yolks, omelette would become scrambled eggs. Since its an open kitchen, you can see the standard of hygiene is low, kitchen staff talk while handling all food, food all spilled around the tables. ALL in ALL, I will think if you have to pay this amount for such service, you can consider holiday inn or sofitel or best western. WHY would you want to trouble yourself in such a hotel?