Customer Support

Macau.com is committed to delivering high quality of customer service. Below, we've provided several methods for you to get in touch with our customer service agents. We've also listed some frequently asked questions, which will save you the trouble of writing e-mails or making phone calls. Please review the frequently asked questions first. If your question is not answered there, don't hesitate to give our customer service center a call.

Get an answer to your question:

Send us an e-mail

Have a question about your reservation or our product offerings? Contact our highly knowledgeable customer service agents with any question you might have.

Click here to send us an e-mail.

Give us a call

If you need immediate answer to your question, please don't hesitate to give us a call.

International:	+853 2875 3126
China (Toll free):	400 8833 853

Office Hours (UTC+8):
9:00-20:00 Daily
(For Hotels, Ferry, Shows, Packages, and other enquries)
9:00-18:00 Monday to Friday, except public holiday
(For Flight, Golf, Corporate Events)

Frequently asked questions

Hotels

Are the room rates inclusive of tax and service charge?
The rate includes taxes and service charge. Breakfasts are not included unless stated.
What is the difference between Instant Confirm and On request room status?
Instant Confirm:
You will receive a confirmation within 24 hours. Our team will send you a confirmation at the price you have booked via Macau.com.
On request:
You will receive a confirmation within 24 hours if the hotel can confirm at the price you have booked via Macau.com. However, there is a chance that the hotel is fully booked, that they have changed their price, or that the room status is sold on request only.
Can I pay the hotel rooms on behalf of others?
Yes, you can but only if you have permission from the card holder. Our operation team may send you the authorization form and need the card holder to fill in with required additional document. Macau.com reserves the right to cancel the booking when customers cannot provide required documents.
Can Macau.com recommend a hotel?
Sure, if you need a recommendation to book a hotel, shows, tour, etc, please feel free to send your enquiry to bookings@macau.com. Our team will come back to you as soon as possible during office hour.

Do I need to add an extra bed/baby cot for my child in the room?
Hotels usually allow children to stay in the room with parents either with or without an extra bed. One will not be charged to have children under the age of 12 in the room without an extra bed. A baby cot may be provided free of charge in some hotels for children under the age of 2.
Can I book more rooms/shows/activities/ after I made the first booking?
Please submit a new booking for additional rooms/shows/activities. To avoid a duplicate booking, please ensure that the names are the actual names of the guests using the service. A duplicate booking will occur when the lead guest name, the e-mail address and the dates of stay match or overlap. If you have question, please feel free to e-mail to bookings@macau.coom to double check.

How do I know if my booking is confirmed?
When you have submitted your booking, you will receive an auto e-mail to confirm that your booking was received successfully. Our team will send you the confirmation in the next 24 hours; however, if there is a delay from the hotel, we will send out an e-mail to inform you of that. If you do not receive the auto e-mail once you have completed the payment, please don't hesitate to send us e-mail via bookings@macau.com.

Can I ask the hotel to give me a non-smoking or smoking room?
You can send us the special request while you are booking the room. We will pass this information to the hotel. However, all special requests are subject to availability and cannot be guaranteed by Macau.com. Your request will be confirmed upon arrival at hotel if available.

Can I ask the hotel for a double bed/twin bed?
You can send us the request for a double/twin bed while you are booking the room and we will pass this information to the hotel. All requests are subject to availability and cannot be guaranteed by Macau.com. If possible, your request will be confirmed upon arrival at the hotel. If the room type already indicates double/twin, you will be provided the bed type by default.

Can I book a hotel that is not listed on Macau.com?
You can send the details to bookings@macau.com with your check in/out date; we will check and reply if we can get the rate for you. We can help you book the rooms via e-mail and call to confirm.

Can I cancel the hotel booking after confirmation by Macau.com?
You can cancel the booking and we will charge a certain percentage based on when your notification is sent in for the cancellation (details of cancellation policy are here). Non-refundable rooms are not allowed to be cancelled, and other special deals can have a different cancellation policy. You can send an e-mail to bookings@macau.com with your booking number. Our team will come back to you as soon as possible to follow up with your booking cancellation.

Can I amend the hotel booking after confirmation by Macau.com?
Yes, you can amend the booking based on our amendment policy (click here). If the cost of the amended booking is less than the original confirmed payment, then the amendment fee will be applied. If amended booking costs more than the original, then we will only charge the difference on top. Please send an e-mail to bookings@macau.com with your booking number, our team will come back to you as soon as possible to follow up your amendment request.

Can I cancel the ferry/entrance tickets/buffets/day tour/show tickets after confirmation by Macau.com?
Sorry, all above services are not allowed to be cancelled once confirmed.

Can I cancel the package bookings after confirmation by Macau.com?
Sorry, all packages are not allowed to be cancelled once confirmed by Macau.com.

Does the hotel need a deposit?
Yes, most of the hotel will require a deposit upon check in.

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Packages

How do I look up my current package booking status?
We are committed to let you know your status in one business day. However, if you have other enquiries, please e-mail bookings@macau.com with your reservation reference number and your detail questions.
How many days in advance should I create my package?
For best availability, we suggest our customers to book at least 3 business days in advance. In order to secure your package, it is also recommended to book as early as you can, especially during peak periods such as Chinese New Year and Christmas.
Can I pay the hotel rooms on behalf of others?
Yes, you can but only if you have permission from the card holder. Our operation team may send you the authorization form and need the card holder to fill in required additional document. Macau.com reserves the right to cancel the booking when customers cannot provide required documents.
What is child reservation policy?
The policy varies by hotels. In general, children under 12 stay for free while sharing the bed with their parents. If an extra bed is required, there will be a fee.
How do I amend/ cancel my booking?
As a condition of sale, no amendment and cancellation is allowed once you created your package.
What happens for no-show?
If a guest fails to show up, full booking charges apply and there will be no refund.

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Shows

All ticket sales

Can the ticket be refunded or changed to another date and time?
No, the ticket cannot be refunded or changed to another date and time.

What does General Admission mean?
General Admission (GA) is a term used to describe an event where there is no reserved seating for patrons. General Admission tickets cannot be refunded should they be lost.

How do I get my tickets after a purchase?
Options available may include mail, courier and event venue collection, depending on the event. Fees may apply. For collection of tickets at box office, e-mail confirmation letter, ID card or passport and credit card are required.

What if my e-mail confirmation is not received or lost?
E-mail confirmations are required for the collection of tickets from an agency or venue box office. If you do not receive or lose your e-mail confirmation, please contact Macau.com at +853 2875 3126. When contacting us about your lost receipt, please ensure that you have the following information at hand:
- Your name, ID or passport number, and e-mail address
- Details of the event including name, date, time and venue
- An explanation of the circumstances.
Kindly note that only the credit card holder will be entitled to discuss the transaction with our Customer Service staff.
What if my tickets are lost or stolen?
Please note that there may not be any replacement for lost or stolen tickets. Treat your tickets like cash.
What do I do if my tickets have not arrived in time?
If you have selected mail as your delivery option and do not received your tickets 3 days prior to the event, contact our customer service team at +853 2875 3126.

Please ensure you have the following information at hand when contacting our Customer Service team:
- Your name, ID or passport number, and e-mail address
- Details of the event including name, date, time and venue
Kindly note that only the credit card holder will be entitled to discuss the transaction with our Customer Service staff.
Can I get a refund or exchange?
As a condition of sale, no refund or exchange on any ticket is permitted unless an event is postponed or cancelled in which case a Notice of Cancellation or Postponement will be placed in the media by the Promoter or Macau.com. If a refund is made, Macau.com may, to the extent permitted by law, retain any fee it has charged. Refund may take approximately 6 weeks bank business days to process.
What if a show is cancelled or postponed?
If an event is postponed or cancelled, a Notice of Cancellation or Postponement will be placed in the media by the Promoter or Macau.com.

Macau.com will make all reasonable effort to contact all customers via e-mail or phone (where e-mail address is not available) to notify customers of the cancelled event and the refund process.

Hold on to your tickets as you will need to present them to redeem a refund or be issued a new one (in the event of a rescheduled show).

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The House of Dancing Water

Can the ticket be refunded or changed to another date and time?
No, the ticket cannot be refunded or changed to another date and time.

Ticket redemption:
- Required: E-mail confirmation, Customer's ID and Credit card.
- Location: The House of Dancing Water theatre Box Office.
- Time: MON – FRI 11AM to 10PM (Guest will be able to redeem the ticket anytime after they received the e-mail confirmation. It is suggested to redeem 1 hour prior to the show)

Is there an age constraint to watch the show? Does a baby or child require any ticket?
Children under 6 years old are not recommended to watch the show due to the special audio and video effects. However, if guest insists, Child Ticket is required for patrons aged 12 years & below (including baby).

Where are the better seats?
The theater is well-designed to enable guests to enjoy a good view from any seat (no restricted view). The theater is divided into different price categories, A, B, C and VIP. Snacks will be served in the VIP section. Guests could consider higher seats in order to enjoy a magnificent view of the show and to fully appreciate the many thrilling high aerial performances. Alternatively, guests could experience the show more up-close and personal in lower rows. We suggest that the front row audience does not wear silk, leather or fur clothing due to potential light water splash during the show.
Can I select specific seats?
All seats are allocated on a best available basis within a price category.
Will I get wet in the front row?
The first four rows of the seats are potentially lightly affected by the water splash during the show. If necessary, you may request for a rain coat from our staff prior to the start of the show. We suggest that the front row audience does not wear silk, leather or fur clothing due to potential light water splash during the show.
Is there any discount or special offer for group booking?
Not yet available.
How long is the show?
The show is approximately 85 minutes long with no interval.
What is the show about? What kind of the show is it?
The House of Dancing Water is the world's largest most spectacular water-based show uniquely created for City of Dreams by the world's famous show-maker Franco Dragone costing over US$250 million. It is a spectacular love story through time and space performed by 77 all-star casts in an amazing Dancing Water Theater featuring a gigantic pool equivalent to 5 Olympic-sized swimming pool, state-of-the-art effects and spectacular choreography.
Where is the show venue?
The Dancing Water Theater is located within City of Dreams near the Grand Hyatt Macau Level 1, City of Dreams, opposite to the "Beijing Kitchen".
What is theatre capacity?
Approximately ~2,000 seats, including 20 seats for disabled audience on wheelchair at the seating row nearest to Theater entrance / exit. For wheelchair bookings, please contact Macau.com on +853 2875 3126.
Can I still get admission to the theater if I was late?
Yes, but according to the theater's condition of entry, in order not to disturb the audience and performers, latecomers will be admitted to the theater when a suitable break in the performance occurs.
Can I take photos or videos during the show? Can I use flash?
No, according to the theater's condition of entry, any photography and video recording are prohibited.
Is there any food or snack counter inside the theater?
There is a snack counter located at the foyer of the theater selling fast food, snacks and light refreshments. Outside food and beverages are prohibited in the theater.
Is there any language for the show?
There is no language; the show is mainly performance-driven.
Can I use cell phone when the show is running?
For the comfort of other guests and the safety of the performers, cell phone and wireless devices must be switched off.
Can I pay on behalf of my friends or family for The House of Dancing Water show?
No, cannot. Customers must use their own credit card when purchasing tickets online. They need to show their credit card upon ticket redemption at the box office.

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Gift Vouchers

How do I purchase Macau.com gift vouchers?
You can access the gift vouchers webpage by clicking the 'gift vouchers' link on the left navigation of Shows and Events webpages. Once you are on the gift vouchers webpage, select the denomination and quantity of vouchers you wish to purchase to proceed.

Kindly note that the gift vouchers are available for online purchase only and a service charge of 3% is applied to the purchase of gift vouchers. For purchases over MOP1,000, please contact our customer service department at +853 2875 3126.
How do I redeem my gift vouchers?
Gift vouchers can be used for the purchase of any product available for sale through Macau.com. Call Customer Service at +853 2875 3126 and state the voucher number, date of purchase and the product you want to purchase.
In what denominations are Macau.com gift vouchers sold?
Macau.com gift vouchers are available in MOP50, MOP100, MOP150 and MOP200.
What happens if the value of my gift voucher is not the same as the products I purchase?
Bearers of Macau.com gift vouchers need to ensure their purchase is the same or greater in value of the gift voucher. No refund will be issued for residual funds associated with a gift voucher. If the purchase requires additional payment not covered by the gift voucher, the customer must provide credit card details in order for the transaction to be completed.
What happens if I lose my gift voucher?
Please contact Macau.com customer service on +853 2875 3126 to register your voucher as lost. However, please note that there is NO guarantee that your voucher can be replaced. Treat your Macau.com gift voucher like cash.

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Other Products

Ferries

How do I get my ferry tickets after a purchase?
Step1:
You will receive a auto notification once you’ve made a ferry booking. Please note that the auto notification can’t be used to redeem your ferry tickets.
Step2:
If the requested seats are available, you will receive your E-Ticket within one business day. You MUST print out the E-Ticket and present it with your passport/ID at the Terminal at least 30 minutes prior to departure to redeem the Boarding Ticket.*

*Note:
For CotaiJet passengers, our staff will contact you via e-mail or phone in order to get your passport number which is compulsory to book Cotai Tickets.
For TurboJET passengers going to/from Hong Kong Airport, our staff will send an e-mail in order to get all guests and flight details as per Turbojet’s requirements. We would recommend reserving Airport routes 2 days in advance.
What if my boarding tickets are lost or stolen?
Please note that there may not be any replacement for lost or stolen boarding tickets. Treat your tickets like cash.
Can I get a refund or exchange?
As a condition of sale, no refund or exchange can be made once your ferry booking is confirmed.
What happen if I provide incorrect info for ferry booking?
Your may not be allowed to board the ferry if the information you provided is incorrect. Please make sure the full name you provide is the same as the one on your passport/ID. Also, please pay special attention to enter a correct e-mail address and phone number so that we can contact you promptly to facilitate the booking process.

Golf

What is sharing caddies service and golf cart in 2 to 1 ratio?
It means 1 caddy and 1 golf cart serving for 2 golf players.
Is there any charges if there is a request for caddy in 1 to 1 ratio?
Yes, a single caddy services supplement applied when there is a service request.
Does green fee include golf charges?
Yes, the golf package includes the green fee.
Can I amend the golf booking after confirmed by macau.com?
Yes, additional charges may apply from the golf course depending on the booking condition on that day. Please contact events@macau.com for the detail.

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Corporate Events

If I want to host an event, conferences, annual meeting or any type of activities and event, what should I do?
You can feel free to contact our MICE team at events@macau.com. Our MICE agent will be more than happy to help you.

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Payment and Credit Cards

What are the payment options?
We accept credit cards - VISACard, MasterCard, JCB. In addition we also accept UnionPay Card and Alipay, but these 2 payment options can only pay in RMB currency.
Which currencies does Macau.com accept?
We accept Hong Kong Dollar, Macau Pataca, RMB (Chinese Yuan Renminbi), USD (US Dollar), JPY( Japanese Yen), and AUD (Australian Dollar.)
How long will I have to wait for my refund?
We will process your refund as soon as we have confirmed your cancellation/amendment. However, it takes 14 business days for the banks to process it.
What is the CVV code?
They are the last 3 digit at the back of your credit card.
Can I make a booking without a credit card?
Credit card is required. If you are using someone else's card to pay, our team will send you an authorization form and the credit card holder would need to fill in the form to authorize the payment. Macau.com has the right to reject the booking if the guest fails to provide the signed authorization form by the credit card holder.

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Amendments and Cancellations

Hotels Amendments and Cancellations

How do I amend/ cancel my booking?
Please send your amendment/ cancellation requests with your reservation reference number to bookings@macau.com and our customer support will assist you.

What are your amendment policies?
For regular period: Table below indicates the amendment fee.

AMOUNT OF AMENDED BOOKING	AMENDMENT FEE
Higher than the original booking amount	No amendment fee
Lower than the original booking amount	10% of the difference

For peak period*, same policy for regular period applies. However, no refund, if any, will be offered by default.
We will do our best to accommodate your amendment requests. However, amendments may not be allowed for some hotels during peak periods, events, or festivals.

* Click here for the full list of peak periods.

How and when do I get a refund for amended booking?
Refunds, if any, will be made in the form of credit to the same credit card that was charged for your booking.
Due to the fact that the refund process is dependent on the billing cycle with the credit card companies and/or card insuring banks, it could sometimes take approximately 15 - 45 working days for the refund to arrive into your account.

What are your cancellation policies?
For regular period: Table below indicates the cancellation fee for various cancellation periods.

CANCELLATION PERIOD	CANCELLATION FEE
More than 30 days before check-in	5% of whole booking charge
More than 96 hours to 30 days before check-in	10% of whole booking charge
Less than 96 hours before check-in (2 room nights or more)	1st night + 5% of whole booking charge
Less than 96 hours before check-in (1 room night)	100% of whole booking charge

For peak period*, full booking charges apply upon cancellation and there will be no refund.
We will do our best to accommodate your amendment requests. However, amendments may not be allowed for some hotels during peak periods, events, or festivals.

* Click here for the full list of peak periods.

What happens for no-show?
If a guest fails to show up, full booking charges apply and there will be no refund.

Packages Amendments and Cancellations

How do I amend/ cancel my booking?
As a condition of sale, no amendment and cancellation is allowed once your package booking is confirmed.
What happens for no-show?
If a guest fails to show up, full booking charges apply and there will be no refund.

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Security and Privacy

Is it safe to provide my credit card details in your booking engine?
The privacy and security of your data is very important to us. Your credit card details are encrypted through the Secure Socket Layer (SSL) technology during transmission. Also, the credit card transactions processed by 3^rd party payment gateways use industry leading encryption technology so that your data is safely transmitted.
What information do you collect?
When you visit our website, the IP address and standard web log in is collected, such as browser type and the pages you accessed on our site. We collect your name, telephone number, and e-mail address for customer support purpose. Also, we may collect info such as your gender, age, education level, occupation, interests, and favorite activities for research purpose and provide latest promotional offers based on your preferences.
How do you use the collected information?
Our main purpose in collecting your information is to provide an efficient, secure, and customized booking experience. We may use the info to:
- Provide customer support and services you request;
- Process transactions and payments;
- Send you the latest promotional offers based on your preference
How do you use cookies?
We use cookies to assign a user ID. Cookies identify your computer to our servers when you visit our web site and extend the functionality of the service offered in certain areas of our web site. You must have Cookies enabled on your web browser to use Macau.com.

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