Four Seasons Hotel Macao

“Beyond Luxury — The People Who Make Four Seasons Macao Exceptional”

From all my stays in Macau over the past four decades, Four Seasons Hotel Macao stands out as the finest hotel I have ever experienced. Their responses to guests’ enquiries are, without exception, the swiftest I have encountered. More importantly, every reply reflects genuine sincerity, profession… more

From all my stays in Macau over the past four decades, Four Seasons Hotel Macao stands out as the finest hotel I have ever experienced. Their responses to guests’ enquiries are, without exception, the swiftest I have encountered. More importantly, every reply reflects genuine sincerity, professionalism and heartfelt hospitality, regardless of whether the room is a paid reservation or a complimentary stay. At Four Seasons Macao, every guest is made to feel genuinely valued. With each stay, I have come to appreciate how a strong culture established by senior management can truly shape the guest experience. There is an evident culture of trust and empowerment, where guest feedback is promptly brought to the attention of senior management, enabling seamless service recovery and continuous improvement. It is easy to proclaim a service philosophy, but much more difficult to live by it. At Four Seasons Macao, the team consistently demonstrates that philosophy through its actions. Kelly was exceptionally thoughtful. Without my even mentioning it, she proactively arranged an additional bed for our room, making our stay significantly more comfortable. Anticipating guests’ needs before they are expressed is the hallmark of truly outstanding hospitality. Ching delivered the extra bed with a warm smile and, before leaving the room, kindly asked whether there was anything else we required. That simple question made us feel genuinely cared for rather than merely served. The housekeeping service is also impeccable — our room is spotlessly clean and tidy every time we return, making it feel fresh and well looked after throughout our stay. Mary, Soe and Del consistently recognise returning guests and welcome us with genuine warmth and attentiveness, making every visit feel like coming home. Erwin’s enthusiasm and passion are equally remarkable. He responds to guests’ requests almost immediately and always does so with a cheerful attitude. His colleagues at the swimming pool are equally friendly, attentive and eager to help. Cathy at the Spa, as always, delivers service of an exceptionally high standard that never fails to impress. Adam, Bryan and every member of the Front Office work tirelessly to create a welcoming atmosphere that effortlessly makes guests feel at home. From the moment we step into the hotel until the time we leave, the team consistently provides more than we ask for, often anticipating our needs before we even express them. What impressed me most was Kelly’s sharing of the Four Seasons Golden Rule: “To treat others as we would wish to be treated ourselves.” Many organisations display inspiring service mottos, but Four Seasons Macao is one of the very few where I have genuinely experienced that principle in action. Their hospitality is not merely spoken—it is reflected in the words, attitudes and actions of every member of the team. It is this unwavering commitment to genuine care, rather than luxury alone, that makes Four Seasons Hotel Macao my favourite hotel in Macau. The hotel’s elegance may attract guests, but it is the people—and the culture they embody—that inspire them to return.

less

“Great food at Ohte”

Ohte restaurant at four seasons had excellent food and customer service provided by Weenie and the manager, Billy J

“Amazing hotel, best service of any hotel Globally?”

I was not expecting a fairly big hotel to be my favourite hotel in Asia. We all know the Four Seasons brand is good, but Macau is the best I’ve stayed at. If I could give the service a 6 out of 5 I would. There are a few decent hotels in Macau, and some may be more modern, but you will not find ser… more

I was not expecting a fairly big hotel to be my favourite hotel in Asia. We all know the Four Seasons brand is good, but Macau is the best I’ve stayed at. If I could give the service a 6 out of 5 I would. There are a few decent hotels in Macau, and some may be more modern, but you will not find service of this level anywhere else. We have stayed a couple of times, they remember everything about us, they take care of us, and we genuinely love the staff. We absolutely love this place, and love the staff even more. A special mention to Bryan of guest relations, he makes everyone feel special, and cares beyond what he needs to.

less

“Great Pool and Breakfast, but Below the Four Seasons Standard I Expected”

We stayed at Four Seasons Macau for two nights to celebrate our child’s birthday. I chose this hotel because I have stayed at Four Seasons properties many times in Korea and other countries, and I have generally had excellent experiences with the brand. Unfortunately, this stay in Macau felt somewh… more

We stayed at Four Seasons Macau for two nights to celebrate our child’s birthday. I chose this hotel because I have stayed at Four Seasons properties many times in Korea and other countries, and I have generally had excellent experiences with the brand. Unfortunately, this stay in Macau felt somewhat ordinary compared to my expectations. We had just come from The St. Regis Macau, where the service was exceptional. As a result, it was difficult not to make comparisons during our stay at Four Seasons. Upon check-in, we were upgraded to a room with a view of the Eiffel Tower, which we greatly appreciated. The room itself was spacious, elegant, and classic in design. However, when using hot water at the bathroom sink, there was a loud noise coming from the plumbing. We contacted reception, and a staff member was sent promptly to inspect the issue. During our three-day stay, the hotel felt surprisingly busy with maintenance work. When leaving our room, we frequently saw staff on ladders working on the ceiling in the hallway. One morning, there also appeared to be maintenance work taking place near the pool area. What disappointed me was that we were never informed in advance. In many luxury hotels, guests receive a notice if maintenance work may cause inconvenience or noise, but we did not receive any communication regarding this. Another disappointing experience involved one of our suitcases, which had been damaged during baggage handling before arriving at the hotel. The lock was broken, making it impossible to properly close the suitcase. I informed the hotel before check-out. I was told that someone would come to assist us in the room, so we waited. However, the staff member simply delivered a tape and left. Contrast to our experience at The St. Regis, where staff proactively arranged assistance and carefully secured our damaged suitcase before our departure. While I understand that different hotels have different policies, I felt the response at Four Seasons lacked the level of care and attention I would normally expect from a luxury property. That said, there were definitely positive aspects to our stay. The swimming pool was excellent. In fact, our child said the pool was his favorite part of the entire trip and preferred it to the one at St. Regis. The breakfast was also among the better hotel breakfasts we experienced in Macau. I would especially like to recognize Lorraine, who was the kindest and most memorable staff member we encountered during our stay. The following morning, she remembered us, came over to greet our table, and was incredibly warm and attentive toward our child. Her genuine hospitality left a lasting impression on our family. The staff member who assisted us during check-out was also very friendly and professional. Housekeeping and pool operations were maintained to the high standard that I normally associate with Four Seasons. Overall, while there were some excellent aspects of the hotel, the experience outside of the room, pool, and housekeeping did not quite meet the expectations I had for the Four Seasons brand. If I return to Macau in the future, I’m not sure this would be my first choice, and I would hesitate to actively recommend it to friends and family. Nevertheless, I am writing this review because I hope the hotel can improve and provide a more consistently exceptional experience in the future. 아이의 생일을 기념해서 포시즌스 마카오에 2박 숙박했습니다. 사실 포시즌스는 한국에서도 자주 이용하고 다른 나라에서도 경험한 적이 있어 예약했습니다. 다만 마카오 포시즌스는 제가 예상했던것보다는 다소 평범했습니다. 앞서 세인트레지스호텔을 방문했고 그 호텔에서의 서비스가 너무 압도적이라 비교가 되었을 수 있습니다. 체크인 후 방을 들어갔을때 방은 클래식하고 넓었습니다. 에펠탑이 보이는 뷰로 룸 업그레이드를 해주어서 뷰 역시 좋았습니다. 다만 화장실 세면대에서 온수를 틀때 큰 소음이 나서 리셉션에 연락을했고, 바로 사람을 보내주셨습니다. 그리고 저희가 묵는 3일 동안 객실문을 열고 나가면 문앞에 직원들이 사다리를 타고 천장을 보고 있거나, 수영장에 묵을때 아침에 공사를 하고 있거나 하는듯 다소 번잡스럽게 느껴졌습니다. 다른 호텔에서는 공사를 하게 되면 해당 시간에는 다소 소음이 발생한다는 안내문을 객실에 전달해주시는데, 포시즌스에서는 어떠한 안내도 받지 못했습니다. 또한 저희 캐리어가 수화물 운송 과정에서 잠금장치가 부서져 캐리어를 닫을 수 없었는데, 체크인 과정에서도 직원이 인지하였고, 체크아웃할때도 직원에게 전화로 해당사실을 말씀드렸습니다. 직원분을 바로 객실로 보내주신다하여 기다리고 있었는데, 직원분이 테이프만 전달하시고 가셨습니다. 앞서 세인트레지스호텔에서는 체크인할때 직원이 인지하여 체크아웃 시점에 맞추어 캐리어를 안전하게 포장해줄 직원들을 보내주었고, 완벽하게 안전하게 포장된 상태로 받을 수 있었습니다. 다소 아쉬운 대처였습니다. 수영장은 정말 좋았습니다. 아이가 수영장만큼을 포시즌스가 더 좋았다고 말했습니다. 또한 조식 역시 마카오 호텔들중에 괜찮은편이었습니다. 특히 로레인 이름을 가진 직원분이 저희가 포시즌스에서 만난 직원분 중 가장 친절하셨습니다. 다음날 조식당을 방문할때도 잊지않고 저희 테이블쪽으로 오셔서 인사도 해주시고 아이에게도 정말 잘해주셨습니다. 체크아웃을 도와주신 직원분도 정말 친절하셨습니다. 수영장과 객실정비는 기존에 제가 알던 포시즌스 호텔처럼 매우 훌륭했습니다. 다만 그 이외에는 기대에 못미치는 숙박이었습니다. 다음에 다시 마카오를 방문한다면 글쎄요.. 주변 지인들에게 적극 추천을 못해줄 것 같지만, 다음에 방문하게 된다면 더 나아졌으면 하는 바람에 리뷰를 씁니다.

less