Waldo Hotel — Hotel in Sé

This was the fourth time I had booked this hotel through Agoda, and this time I don't know what the staff were thinking,I have to say the hotel reception and staff service was non existent to minus 10 in review rating, ( that I had to call the Macau police). They even tried to intimidate me with their own security staff in front of a police officer, that the police officer had to push the security guard away!

It was either that Agoda had completely misrepresented their advertising or the vendor company that Agoda went though had deliberately made the booking wrong ,or that the hotel staff deliberately tried to not fulfil the order just to show 'power'.

I had booked a deluxe double room , through Agoda (like the previous four times) and this time I did not know that I was given a twin single beds room,.until I checked into the room.

When I went back to the reception to explain that i had booked a deluxe double bedroom and tried to show them my booking from Agoda, the staff flatly refuses to even listen, and replied that the vendor company that they received the order had sent a reservation for only a twin room. When I asked to pay the extra to upgrade the room to a double bedroom, they flatly refuses, and challenges me to report them to the police. When I asked to see the booking documents, they had received, they flatly refused to show me,citing that it was privacy law,( even though I was asking to see my own reservation). When I called Agoda , Agoda firstly said they had sent the vendor company and amendment for a double room, which again the hotel denied having received the amendments, and refused to change my room. I then asked for a cancellation which again Agoda asked the hotel and again the hotel refused.

I later found out that the management company of Waldo Hotel and the travel agency that was the vendor company that made the reservations , was the same holding company!

If you are a couple and reserved a deluxe double, be prepared that this company will try to book you into another room type and refuse to do anything else ,because you didn't book through their own internal travel agency.

Be prepared for the staff to lie about who their holding company is .. I even went as far as to find out who their actual holding company was , just to try and complain.

be prepared for the hotel staff to refuse to give you their names and title.

My review is my personal opinion and based on my personal experience today and I would give the hotel management company, the staff on duty today and the vendor travel agency, a minis -10 for service and customer...

Was an absolute bargain to secure the suite at such a great price! The toilet, bed, pillows, blankets, bed as well as pillow covers were all clean and tidy without odour which is extremely important for a good night of relaxing rest! However, the fabric of the sofas and chairs was the one found in public transport, i.e. buses in London and in Hong Kong and its extremely old and dirty with patches and stains. I was somehow put off and do not dare to sit on them. The hotel should really replace those old furniture or replace the fabric so that the hygiene and cleanliness standard is even all across. At the moment, cleanliness of the toilet and bed as compared to the furniture and sofas is too much of a contrast... Late check out was granted which was deeply appreciated from my end as I normally check in at 6am and only have a couple hour of sleep :)On the downside, the manager at the reception should really improve his attitude towards hotel guest, as I found it very blunt and unwelcoming. Keeping a hotel key card as remembrance of my stay with the hotel is my habit. Normally, most hotels would not mind giving out one or sell it to the hotel guest at discounted price as souvenir, and at worst, the hotel guest would have to purchase the card at full price as a lost card to fulfill such purpose. All the manager then have to do is to tap the card against a machine to demagnetize or to let the chip within the card to make it not function. However, the manager denied my request repeatedly and made the security issue of the card such a fuss that there is no way that he could let guest keep the key card, be it for free or at a price. I then asked him whether I could report one of the cards as "lost" and I would happily pay the price in full to keep it, as the outcome would be the same as purchasing one from the hotel. He bluntly said "NO" in a relatively loud tone as the cards were not lost and that there were CCTV everywhere even though the result would be the same as a lost card. He also made the process in demagnetizing the card or make the chip within the card not working sounded as if its very complicated or like rocket science. He actually lied, as I sat at the lobby for a little longer as more guests checked out, he just asked his staff to tap the cards to make them not function... This is the only hotel that I have not been able to get a key card as remembrance with all hotel stays I had around the world and I am not happy at all with this morning shift...

Worst hotel I been ever. Service was terrible and the staff was so rude to another level. Room was yellow stinks of smoke 🚬 even tho I asked for non smoking. Carpets stinks 😷 and sticky stuff everywhere, very old like a 24hour pool pub. Expensive. Do not book this place, I was forced to stay another night due to them taking payment on my visa twice and refused to refund me. I had to leave my daughter at my friends house to stay over due to Hygiene and my wife refused to stay. So I had no choice and stay myself. Ruined my family holiday and am so surprised they don’t check the hygiene here. Cost me over 140USD a night. It stinks 😷 all my clothes smells of smoke even tho I don’t 🚭. Sofas was dirty as F##k and stinky, furniture from 1990, it was really bad. windows single glaze so I can hear 👂 everything driving past, dusty and the air on just blows the dust around and am getting 🤧 and Coughing. Am traumatised by this place. I rather stay in a * hotel. So I stayed myself and didn’t sleep much and I spent all bloody day outside much as I can and just come back exhausted and just sleep it off. I had made a complaint at the reception they don’t care 🤷♂️ and so rude. So I had to write this review and tell trip.com what’s going to happen next. They even refuse to speak to trip.com but email instead. They are a 🏨...