The hotel is beautiful and from its exterior, looks like a nice five-star resort. But the service that was received was quite bad. The first morning when we went down to breakfast, there were a lot of staff milling around the place, but not really taking care of the guests. We were not shown to a table, so kind of had to guess which tables looked unoccupied. Staff do not speak or understand English for the most part. I was disappointed because one of the reviews I read on here was that they had a group of staff that could speak English. I guess they were all away during the days we visited.
One of the two swimming pools was closed down for disinfection the whole time we were there, so we were relegated to the family pool with all the screaming and splashing kiddies. A previous review mentioned an espresso machine... there was none in our room (and we had booked a suite). All we got in our room was tiny packets of instant coffee. Also, one of the bathroom sinks leaked when used.
I would not go back to this one as I don't think it was worth the price paid, particularly in terms of service. My friend and I ordered a couple of things off the menu at the pool, and what we got wasn't what was described on the menu. When we brought it to the attention of the staff, she apologized and fixed it, but I can't understand how this would happen. Even when we checked out, we had cleared the bill and signed, and then the staff came running after us to tell us that she had not added something that we had taken from the mini bar on our first night there (which, incidentally, they did not even replenish). Really bad and slow service.
Having said that, I want to thank Sam at the club lounge for doing his best to extend the kind of customer service expected at an Intercontinental. Maria, also at the club lounge, was very sweet and helpful; we found it difficult to communicate but she still extended the best customer service that she could. If it had not been for these two staff, I would have given the hotel a two-star rating.
We had a great vacation, nevertheless. However, when I go back to Sanya, it won't be to this hotel.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Response from Forest S, General Manager at InterContinental Sanya Haitang Bay Resort
Responded 5 May 2019
Thank you for choosing us and your candid review. We apologize that your recent stay did not meet expectations. We appreciate your comments and will share these with our team so that we can continue to improve our services. We apologize for the inconveniences you faced during your stay, as that is not up to our normal standards. We will share your feedback with our staff and make the necessary changes. Thank you once again for your feedback and please feel free if you need any further help. We do hope to have the opportunity to welcome you back in the future, so that we can provide a better experience. Sincerely, General Manager: Forest Sun
This response is the subjective opinion of the management representative and not of TripAdvisor LLC