Conrad Macao — Hotel in Cotai Landfill Zone

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...

The day before my check in, I called the reservation and stated I would like to request twin beds and non smoking. I mentioned I will be celebrating my birthday. Hence, I don’t mind if I don’t have an upgrade. My request is very simple. Also, I stated if I can add additional person 1 adult and 1 child. The reservation kindly told me the prices that I can add the breakfast upon my check in. The day when I’m about to check in, I was assuming everything was smooth. I asked if I can add an extra breakfast then the FO rejected me due to its the weekend and its full. I felt sad, because the reservation told me I can buy it over the counter. The reservation, should have leave a comment that he agreed on giving me the discount offer. But then, I was shocked. I even asked if its twin beds and the FO Kelly nodded. I went up to the room it was hot and it smelled! Thinking my room should be nice and well prepared. So, I tried several times it took time to pick up the phone from the reservation. Then, I had to approach the counter again. Handed me the key card with the new room#. Once I got up to the room, the hskp staff rang the doorbell. Told me I still have to stay in the room and wait. Like, come on, its my birthday! This is such a hassle. Then, I called again because I need to go somewhere. Waited like 20 minutes. Received a call from FO Fiona. She said the staff will come up to send the room key. I was thinking how come the staff need to send the room key when I had it already.There should be a misunderstanding with their staff. Didn’t even mentioned it will take time. During this call, I politely ask if I can add extra breakfast and the FO Fiona said it should be fine as one time exception will be giving it to me. I was so happy and thankful. Tony (staff) he was so nice and even helped with our luggage. He made it so simple. With the warm greeting. He was amazing. He was clueless because I had the key but then the hskp staff told me to wait inside the room. I just don’t know what to say! The runner named Jack was so friendly. He managed to cheer me up with a little friendly chat. He even greeted me. During the breakfast in Churchill’s Table, the lady that escorted us was a little bit off she wasn’t aware were actually 3 adults and 1 child. The table setting was only prepared for 2 people. My husband and I waited until I finally called the waitress to ask for the table setting. Good think she said sorry and took good care of us. The coffee it took time to be served u have to wait for 10 minutes or more. The beef tender loin was too rare. Its not cooked properly! Everything...

Conrad Londoner is one of the standout hotels in Macau, thanks to its excellent location and convenient access to shops and nearby attractions. For this trip, I decided to try something new, the Hong Kong–Zhuhai–Macau Bridge (HZMB). After checking out from Disney Explorers Lodge, I made the journey across, not knowing what to expect. To my pleasant surprise, the entire process was smooth, efficient, and much easier than I imagined.

Upon arriving at Macau Port, a complimentary shuttle bus was waiting to take guests directly to the Conrad Londoner. That was a thoughtful touch—it felt seamless and well-organized. Once at the Londoner complex, there’s a short walk through the mall before reaching Conrad’s check-in reception. The process was quick, and thanks to my Hilton Honors membership, I received a complimentary upgrade to a room with a stunning view of the clock tower—definitely one of the highlights of the stay.

Another standout was the service. The staff were attentive, professional, and always willing to go the extra mile, truly living up to Hilton’s reputation. For that, a big thank you to the Conrad team!

What I really appreciated about the Conrad Londoner is how well-connected it is. Covered walkways link it to the Venetian and the Parisian, making exploring effortless. For those who enjoy walking, like I do, you can even venture out to Taipa, where you’ll find a different side of Macau, full of local eateries, cafés, and small shops that offer a more authentic experience.

Of course, no place is without its trade-offs. The Londoner is a bit of a distance from the Ruins of St. Paul’s and other heritage sites, so you’ll need transport to get there. Still, the convenience, comfort, and overall experience more than make up for it.

One little gem not to miss is the public show right in front of Conrad’s reception. The atmosphere is lively and entertaining, so be sure to ask the staff about the showtimes during your stay.

All in all, Conrad Londoner blends modern luxury with excellent connectivity, making it a fantastic choice whether you’re in Macau for shopping, entertainment, or simply a...