When checking in, I asked the front desk staff, ”I heard Morpheus is a seven-star hotel, the best in Macau,” and they replied, ”Yes.” I told them I hoped it wouldn't disappoint. The review section is full of positive comments, with many saying the service is excellent and it's the pinnacle in Macau, but I didn't find it to be all that.
1. The doorman didn't help with my luggage, even though I only had one bag. After getting out of the car, I took a call, but my body was facing the counter. A lobby manager patiently stood beside me, waiting for me to finish the call, then asked if I needed assistance. I said I was checking in, and he led me to the counter. During this, there were no hot towels or welcome drinks offered. To be honest, I've stayed in many hotels in Macau that don't offer these, so I thought this supposed 'best' hotel would be different.
2. I read guest reviews saying that someone would escort guests to their rooms after check-in, but I wasn't. The hotel's response was a lack of staff, but there were dozens of staff members in the lobby at the time. (See photo 1, you can count them).
3. After exiting the elevator on my floor, I was looking for my room. A staff member was cleaning the elevator but didn't greet me or approach to ask for my room number or if I needed help.
4. The screw on the right-hand drawer of the mini-bar was loose. After pulling it open, I couldn't push it back in. I called housekeeping to check it out. They said they would inform maintenance to come as soon as possible. I asked for an ETA, but there was no clear answer. Finally, I told them to just report it and not send anyone, and they could fix it after I checked out.
5. I rarely eat breakfast, but since this was a highly praised hotel, I naturally wanted to experience it. They seated me at 10:30 AM. At 10:35 AM, after confirming I could still order, I ordered Eggs Benedict, shrimp wontons, and black truffle siu mai. Photos 3, 4, 5, and 6 show their serving speed (with timestamps). After ordering, I went to the buffet area, got some fruit, poured a cup of tea, and waited for my food. It took a full 23 minutes for all my dishes to arrive because a manager noticed I had been sitting for a long time without much food. He came over to check on me, realized my order wasn't complete, and then rushed to expedite it. I intentionally didn't say anything because I wanted to see how long it would take for them to notice; I was timing it the whole time.
Regarding the above complaints (points 1-4), I called guest services, and Winnie was assigned to follow up. I want to commend her for her patient listening and incredibly swift response. She immediately apologized and compensated me with Executive Breakfast on the 30th floor, a fruit platter, and executive car usage.
- Manshiyouashen
Summary: Next time I'm in Macau, I'll definitely stay at Morpheus again.
Facilities: The Morpheus boasts a unique architectural style, with a lobby and elevators that feel incredibly futuristic. The hotel also features exhibitions and a rooftop pool, making it perfect for a staycation. The smart home devices throughout the room are super convenient, and the toiletries are Acqua di Parma, with a long-lasting scent – I'd give them a solid thumbs up.
Hygiene: The room's cleanliness was impeccable, spotless and tidy. Public areas like the lobby, shopping mall, and corridors were also very clean.
Environment: There's a bus stop just a short walk from the entrance, and shuttle buses and taxis are also readily available.
Service: At check-in, I was offered a welcome tea. I was then personally escorted to my room, where the staff introduced all the room's features. The entire process was thoughtful and attentive. When checking out and collecting my luggage, staff members immediately approached to offer assistance.
P.S.: The mini-bar offers a rich variety of drinks, beer, snacks, instant noodles, fruit, and almond cookies – perfect for a late-night snack. Turndown service was proactively offered, and even when not requested, essential oils were provided.
- Guest User
