New Orient Landmark Hotel — Hotel in Sé

The hotel on the surface looks promising in terms of its facilities, but I must say that do not ever ever be fooled by its price and the facilities they offer. As written in the title, the hotel on the surface might be a 4 star hotel but the service they offer is extremely appalling.

I stayed from August 17th to 18th for a short trip to Macau. At first I was attracted by its location, price and facilities. Unfortunately, things began to go downhill the moment we arrived.

When we first arrived for check-in, the receptionist said that there were no non-smoking rooms available and could only offer us a smoking room. This is unacceptable since I requested in my booking that I wanted a non-smoking room. The hotel staff claimed that they will process the room to eliminate the smell, but when we arrived to our room, there was still some cigarette smell. I called the front desk and asked them to provide me another room. In the end, they finally provided another room on the 19th floor, this entire process took almost 30 minutes.

The most serious and shocking issue happened in the morning on the 18th of August. I was still sleeping in my room at around 9:30 am. Suddenly there were several knocks on the door. I ignored it for a while but the knocking still continued. I called out that there is still somebody inside. The knocking still continued, so then I began to walk to the door to see what is wrong. Before I even reached the door, the door opened and to my surprise a hotel staff was out there. He looked puzzled and closed the door. I immediately went out to confront the hotel staff, he insisted that he was doing room cleaning service and might as well wanted to know if I need any service.

I am sure that any person with common sense or normal intelligence would know that the rooms should only be cleaned when the guests have left. The hotel staff responsible for cleaning did not feel apologetic. I asked for his name and immediately reported it to the front desk.

Upon arriving to the front desk, I requested to make a complain, at first they wanted to contact someone from the management, but unfortunately that person was unable to come see me. I was then brought to a front desk manager to make a complaint. After telling my story to the front desk manager, he explained to me that the staff just wanted to ask whether we need any service and said that it is a normal procedure. He said that if there is no response from the guest when knocking on the door, the staff would usually leave.

The explanation for this mistake to me is unconvincing since this is the first time I have ever experienced a hotel staff knocking on people's door early in the morning and opening the door without the guest's permission. This is an issue of privacy and a simple matter of RESPECT, if the guest has locked the door and repeatedly declined entry, do not come in, simple. This incident has caused a great deal of psychological stress and despite that they will offer an upgrade plan next time, I WOULD NEVER EVER RETURN TO THIS HOTEL.

If the hotel claims that this is their standard policy or training, then the hotel should seriously consider retraining their staff or hiring more people with common sense. Most of the people that are responsible cleaning the hotels are rather impolite or oblivious to the presence of guests. For example on the night we arrived I was about to go into the lift but there was a hotel janitor wiping the door, I was standing there for almost one minute and she did not even notice me. Finally when she finished she just walked pass me without greeting me or saying sorry.

Final verdict: For those people that really want to have an enjoyable stay in Macau, do not be fooled by the ratings of this hotel on the websites, true that the facilities are above average, but the appalling service and insincere staff does certainly jeopardise...

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I recently had the misfortune of booking a stay at New Orient Landmark Hotel for my first trip to Macau, and I feel compelled to share my frustrating experience with you all. I made a simple mistake while making the reservation - accidentally typed in the wrong name as the room’s lead guest. When I realized this and reached out to both the hotel and Agoda to address the issue, I was met with an astonishing lack of flexibility and understanding.

Despite the tremendous efforts spent on explaining the situation and even providing documentation to prove my identity, both the hotel and Agoda remained unyielding, insisting that none of the reservation information submitted could be changed. I was at a loss for what to do, as this means it is impossible for me to check in to the hotel on the designated date.

As a result, I ended up losing nearly USD 200 for a room I would never be able to use. This experience has left me feeling incredibly frustrated, disappointed, and frankly, angry. I understand the need for security measure, but I believe there should be some level of compassion and understanding for honest mistakes. The unwillingness to assist and lack of alternatives to handle my case speaks volumes about their true priorities and values.

What's even more disheartening is that this was supposed to be my first trip to Macau—a trip that I had been eagerly anticipating for months. Instead of enjoying the excitement and attractions Macau has to offer, my trip was marred by this terrible experience with New Orient Landmark Hotel. The stress and disappointment caused by their rigid policies and poor customer service have left a bitter taste in my mouth.

I strongly advise potential guests to think twice before booking a stay there, especially when planning a special trip to Macau. Their policies leave no room for error, and their customer service fails to provide understanding or assistance when needed. A hotel stay should be a pleasant experience, but my interaction with this property has unfortunately been nothing short...