Sofitel Macau at Ponte 16

Noisy hotel, room doorbells are ringing outside of the rooms and not inside, therefore we can hear ringing every doorbell nearby. Furnitures are old, tv might be 15 year old, drawers and wardrobes don’t close well.

Beautiful faded glory hotel, with swimming pool and 24 hour gym. The room was clean with TV channels from around the world. Convenient wifi.

Arriving Sofitel with excitement, my family was treated with cold indifference and a lack of basic courtesy. This is a shame as the hotel itself is great in all other aspects like the location and the seaview. We arrived at the hotel at about noon and we're instructed to return after 2:30 pm as the rooms need cleaning - something we perfectly understood. We followed this, had a walk nearby in the heat, only to return at about 2:35 pm, wet and exhausted, ready to check in. A staff member called Ana responded dismissively and told us to wait till 3 pm. Her comment "you can see the check-in time here" was unhelpful and completely inappropriate for a 5-star establishment. The most upsetting part was not the timing itself, but the way we were spoken to. We traveled with family, endured uncomfortable conditions in the heat, and expected a 5-star hotel to prioritize guest comfort and dignity. What we experienced fell far short of that standard. Our experience reflected 1. No empathy despite arriving early due to the hotel's guidance, 2. No assistance despite clear discomfort (wet, tired, family present), 3. Unprofessional communication that ignored guest service, and 4. No accountability for how earlier instructions led to this situation. It's so very disappointing that a single staff member's unprofessional attitude ruined what should have been a great experience!

This hotel exceeded my expectations. The whole hotel was spotlessly clean. The staff were consistently attentive and helpful: they arranged taxis for me, shared excellent travel tips for Macau, and even advised which buses to catch to get to different sightseeing spots. All team members were warm and friendly, and every single staff member could communicate in English perfectly, removing lots of travel stress. The spa on the 6th floor was a highlight, a peaceful spot to relax after exploring Macau. I would absolutely stay here again.

There was not much food choice. Was disappointed that the casino has closed. Additionally there was no complimentary shuttle.

The neighborhood surroundings are dead, I guess the casino is now gone, not many tourists there anymore. Surrounding businesses are dead. Hotel is old, won't recommend

The hotel its outside was already old, room was nice. The location is so great near to sight seeing San Ma Lu, temple de A Má, Ruinas de Sao Paulo, market, roadside eatery…

Few” heritage “ building I converted to international branding hotel chain Rare in Macau .Done tastefully . Like it

Confortable room, excellent amenities, great view. Walking distances to main attractions