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Reviewed 5 November 2018

It was an amazing experience. Room is very spacious, and very clean. Staff are very accomodating and pleasant. Pool area is also very clean and the SAND effect makes you feel that you are in a beach!!

Date of stay: October 2018
  • Trip type: Travelled with family
    • Value
    • Rooms
Review collected in partnership with this hotel
Thank Traveler23769236037
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Suzanne C, Manager at The Countdown, responded to this reviewResponded 5 weeks ago

Dear Traveler23769236037,

Thank you very much for taking time to share your amazing experience with us!

We are very thrilled to hear that you are very satisfied with our room condition & cleanliness, facilities as well as the service provided by our "very accommodating and pleasant" team members!

We look forward to see you again in a near future!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 November 2018

Very good hotel. Rooms are large and clean. Good quality of bed. BUT be prepared for a very long check in time: 45 min waiting time for only 6 customers before us. Same experience every time, but we still go.

Date of stay: November 2018
  • Trip type: Travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank Passenger34449007111
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Suzanne C, Manager at The Countdown, responded to this reviewResponded 5 November 2018

Dear Passenger34449007111,

Thank you so much for taking time to share your experience with us!

We are so glad to hear that you are satisfied with our room condition & cleanliness as well as the bedding!

For your feedback about check-in process, we will definitely share with our Front Office Team as well as Management Team for further improvement. Thank you for sharing your constructive feedback with us!

We look forward to see you again soon!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 30 October 2018

I am impressed with the beauty of the hotel (room and facilities) and excellent service standar. One of the nicest hotels I've stayed so far. Will consider to held small gathering with friends in near future.

Date of stay: October 2018
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank DeeJay8778
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Suzanne C, Manager at The Countdown, responded to this reviewResponded 30 October 2018

Dear DeeJay8778,

Thank you very much for taking time to share your wonderful experience with us!

We are very thrilled to hear that you are impressed with our room condition, facilities as well as the service provided by our team members and you would like to stay again with us in future!

We look forward to see you again very soon!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 29 October 2018

It is really convenient for the House of the Dancing Water and the package for the show and the room is quite good value. This coupled with the birthday package, which provides us with the upgrade to corner room suite and free cake makes it quite nice. However, the good experience is marred by the bad slow check in (half and hour wait when the line isn't even that long) and the check-out also took a long time because their system wrongly recorded we had a room service dine-in meal, when we didn't and made us wait because the F&B department did not pick up the phone to verify the information we provided that we did not order the food. This saga delayed our check out by half hour. This is the one area I am appalled by the hotel's customer treatment, which they made us feel like we were lying the hotel for the meal we never ordered.

Date of stay: October 2018
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank ongaiai
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Suzanne C, Manager at The Countdown, responded to this reviewResponded 31 October 2018

Dear ongaiai,

Thank you for taking time to share your experience with us. It is only through continuous and objective feedback from guests such as yourself, that we are able to review and improve upon the facilities and services that we provide to ensure that we are meeting; if not exceeding your expectations.

I do believe that our Assistant Front Operations Manager did meet up with you and explained to you about the billing issue for the In Room Dining meal which was our F&B team member posted in system incorrectly and our Front Office team member tried their best to verified the bill for you. I can understand your sentiments from this unpleasant experience. I definitely take on your comments as feedback on improving our services. I would like to take this opportunity to offer my sincerest apologies for any possible inconvenience.

We take all our guests' feedback seriously and will use it to better improve ourselves. All your feedback will be shared with related departments as well as Management Team for further improvement.

We hope your experience with us before will not hinder you from returning to us and give us a second chance.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 29 October 2018

Great location, but the hotel is slightly run down and housekeeping comes in really late (4pm). Can try other hotels within the City of Dreams - Nuwa/ Morpheus but pricier options. The Venetian/ Parisian is just opposite so there are many shopping and dining options.

Date of stay: October 2018
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank Kua Y
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Suzanne C, Manager at The Countdown, responded to this reviewResponded 30 October 2018

Dear Kua Y,

Thank you so much for taking time to share your experience with us.

It is definitely discouraging to know that your experience was not pleasant as we were unable to meet the basic requirement of service. Please accept my apologies that we were not able to deliver the experience you were hoping for.

For your feedback, we will definitely share with our related departments as well as Management Team for further investigation or improvement. Thank you for sharing your constructive feedback with us.

We take all our guests' feedback seriously and will use it to better improve ourselves. We hope your experience with us before will not hinder you from returning to us and give us a second chance.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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