City of Dreams - Morpheus

The water show at the hotel was excellent, and the Mediterranean restaurant was average at best. We had a room issue, but managers Yolanda and Garlin did their best to sort it out. Jack was warm and helpful at breakfast, while Arnold at the gym proactively showed me the equipment without being prompted. The check-in area is grand and spacious, and the hotel design is a marvel.

Macau feels boring and kitschy to me, so I’d come for Morpheus itself. It’s gorgeous, the service is lovely, and they brought good food to our room.

I was excited to see the iconic architecture, but the pre-arrival interactions left me concerned about how issues are handled. Several staff members seemed determined to manage everything themselves and reluctant to escalate anything, apparently afraid of being reprimanded. Some of the communication left an impression of an information imbalance that could lead guests to make choices they might not make if everything were clear. That’s just my experience, and the hotel may disagree. At these prices, I expected service well above what often felt closer to three stars than five. The Zaha Hadid design alone can’t carry the hotel’s reputation. Guest Services and Front Office need to communicate clearly, handle problems well, and avoid steering guests based on incomplete information. I’d encourage the hotel to revisit the Front Office management team’s training and decision-making authority. It’s troubling when even senior managers seem unwilling or unable to resolve issues proactively. Experiences like this reflect poorly on the wider reputation of hotels under Melco Resorts & Entertainment.

The afternoon tea was good, but not worth the money. It’s advertised for two, yet there’s only one of each item. Are you meant to split those tiny, 1 cm sandwiches? I wouldn’t recommend it unless you buy two tea sets for two.