navid ghannad
Google
Conrad Macau has been a familiar stop for me over the years. This latest visit marked my fourth stay, and while the hotel still boasts impressive facilities and playful British-themed design, I can’t help but feel that the level of service has steadily declined, something that doesn’t align with the expectations one naturally holds for a Conrad-branded property
During my first stay, everything reflected what one associates with true five-star hospitality. The staff reached out in advance, not just to confirm details but also to inquire about dietary preferences and whether we were celebrating anything special. At arrival, they greeted us by name, we enjoyed an upgrade to an Executive Suite, and a thoughtful welcome gift from management awaited us in the room. That set the tone for what I hoped would be a consistently excellent experience.
The second and third visits still carried some of that Conrad standard. There was advance correspondence, and although the Executive Lounge was closed at the time, the hotel compensated by offering a full afternoon tea experience in the restaurant, which was a generous and much-appreciated gesture. Welcome gifts and upgrades were still part of the experience, leaving me with mostly positive impressions.
Unfortunately, this fourth visit fell short on several fronts. No one reached out prior to arrival, so I had to track down the contact details myself and email the hotel the day before, informing them we’d be arriving around 11:30 AM. Their reply was courteous, assuring me they would do their best to accommodate us as long-time Diamond members. Still, when we arrived, we were told to wait until the standard 3 PM check-in time, despite the prior communication. This was disappointing, especially given our loyalty to Hilton and our status.
Moreover, it quickly became apparent that the front desk staff lacked proper training regarding Hilton Honors benefits, particularly concerning mutual accounts and Diamond privileges. I had to escalate the discussion to management to have breakfast included for the second room, which is standard under the program. It shouldn't require guests to argue over benefits that are clearly outlined by Hilton itself.
The welcome gift this time was also underwhelming, a simple package of biscuits, a far cry from the thoughtful, high-quality gifts offered during previous stays.
The hotel has stoped offering evening turn down service as housekeeping did not visit us despite that we dod not have do not disturb sign on.
Perhaps most disappointing was the fact that the Executive Lounge remains closed, but unlike previous visits, no alternative — such as afternoon tea at the restaurant — was offered to compensate. That omission made the stay feel transactional rather than genuinely hospitable.
On the brighter side, The breakfast at Churchill’s Table is still a highlight. The spread is extensive and visually impressive, as seen in the photos. Fresh fruit, pastries, cold cuts, hot dishes, and even playful details like pastries arranged in the shape of Tower Bridge reflect the British theme in an elegant yet approachable way. The quality of the food was excellent, and the service during breakfast was attentive and well-managed.
Visually, the hotel remains a striking part of The Londoner complex. The mock Big Ben, British-inspired facades, and the whimsical design cues throughout the property add character and make it stand out in Cotai's hotel landscape. The view from the rooms, especially towards the Parisian Macao and its Eiffel Tower replica, is undeniably impressive, particularly when illuminated at night.
But to sum up, this Conrad is far from where they should be based on service level when comparing with other Conrad visits throughout southeast Asia.
