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Sara San

Very poor service

2.0 of 5 bubblesReviewed 6 Aug 2020via mobile
This was our second time in Ritz Carlton Sanya. We stayed a few years ago and we had a very good experience but this time we were very disappointed with the service, very low standards for such a brand, except the gym staff that was very attentive, nice and helpful. Special mention to Ken.
Date of stay: August 2020
Trip type: Travelled with family
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Kevin Zeng, Other at The Ritz-carlton Sanya, Yalong Bay, responded to this review
Responded 9 Aug 2020
Dear valued guest,

Thank you for taking the time to share your valuable feedback regarding your recent experience at The Ritz-Carlton Sanya, Yalong Bay.

I would like to extend my most sincere apologies to you for not being able to fulfil your request regarding the service. We make a point to responsible to the expressed and unexpressed wishes and needs of our guests to make their stay unique, personal and memorable. The interaction and response you have experienced is absolutely not the experience we aspire to deliver, and I am sorry we couldn’t provide you with the experience you were looking for.

Please rest assured that I’ve already shared your valued feedback with the team and will strengthen the training we conduct on that particular subject. In order to obtain more feedback on your experience, I would like to invite you to contact me directly through my email address kevin.zeng2@ritzcarlton.com.

On behalf of our Ladies & Gentlemen, I look forward to the opportunity of welcoming you back to our hotel again.

Kind regards,

Kevin Zeng
Director of Rooms
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviews (4,175)
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Reviewed 22 July 2020

We just came back from a 6-day vacation at the Ritz Carlton in Sanya, my family of three. We had a great time down there, the first time that we stayed inside the resort the entire time, no need to go out because it has all one needs on the grounds. Special thanks for the F&B Director Fethil Yucel and his team that never failed to surprise us in our culinary explorations. Especially thanks go also to Elvis from the BBQ who really took care of us as well Ailee & Iris from the Sand restaurant who made sure our anniversary dinner was a great success. Great resort not only for families but also couples or singles, pure relaxation guaranteed. The landscape and setup of the pools are very well done, and kept very well. The rooms are very spacious, next time we go we try getting hold of one of those rooms that havae a direct access to the pool. Also looking forward to see the lounge being rebuild for our next trip, currently the lounge is hosted inside their italian restaurant, but despite this the Lounge rooms are very well worth the deal!

Room tip: We had a Club Room, that was a great deal with the all-day dining access.
Date of stay: July 2020
    • Location
    • Sleep Quality
    • Service
2  Thank NHShanghai
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 12 June 2020 via mobile

Where to begin from... I honestly admit that the stay in RC Sanya was the most unforgettable experience we have ever had in any luxury hotel in China. Sad to say, we frequently discover, that even in the top properties of international hotel chains located in China, services are very diluted and sub par comparing to overseas locations. Well, NOT in case of RC Sanya! We were delighted by all the staff in this property, they all seem to genuinely enjoy their work there and are willing to go an extra mile just to make guests happy. And they did, during our 4 night stay we were so relaxed and so happy! Our acknowledgments go for Elaine from the reception desk (first great impression after arrival, it set the positive tone for our whole stay), Kevin from the Club Lounge (nothing is a problem for him), Frank from the lobby bar (for his passion and creativity in mixing cocktails), Marina from the SPA (for willingness of constant improvement). Special acknowledgements for Mr.Fethi Yucel, F&B Director - he was always present at all the dining venues at every single meal time, greeting guests and making sure everything was perfect. Moreover, per our request he arranged an unforgettable experience for us, a cooking class with Italian restaurant’s Chef Razvan, who shared with us some of his tricks and a lot of passion for cooking. Chef Razvan and sous-chef Kimmy then invited us for cooked by ourselves meal on a balcony of the presidential suite! Last but not least, Lisa, Sand Restaurant manager - the biggest gem among RC’s employees, a hardworking perfectionist with great heart! All of them and others, who’s names we didn’t catch could be described as cohesion of professionalism and genuine hospitality, all of them could be ambassadors representing best RC’s values. All of the above, plus great Sanya’s weather, beautiful clean beach and sea, impeccable green hotel’s grounds, mouth-watering food - made our stay a perfect one!

Date of stay: May 2020
Trip type: Travelled as a couple
2  Thank MiTroy
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 12 May 2020

It was indeed a remarkable experience in Sanya ever! I actually came for a short vacation in Sanya every year and the facilities in Ritz Sanya Yalong Bay were so amazing and the well-trained hotel staffs were the highlights for sure. Because I stayed in the hotel during my entire stay, the housekeeping team had always kept my room tidy and cleaned every time when I returned to it. The dining outlets were enjoyable as well, highly recommend the Chinese restaurant to you if you are a big fan of Chinese cuisine. In short, it is a wonderful hotel to stay if you gonna visit Sanya for leisure purposes. Hopefully, the COVID-19 could disappear as soon as possible and I can't wait to revisit this wonderland in the very near future:)

Date of stay: January 2020
    • Location
    • Service
Thank AllandLiu22
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 12 May 2020 via mobile

Location at Yalong Bay is superb. The hotel is somewhat older what shows but service, food and spa are a true 5 star experience. During these difficult COVID19 times I was truly impressed by their professionalism in planning your stay. Big compliments to Tom who even helped with the Hainan health code. I will be back soon.

Date of stay: May 2020
Trip type: Travelled solo
2  Thank Foody_Lucy
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 20 February 2020

Blackout for a few minutes while I was taking a shower, whole bathroom became pitch black. No water pressure in the shower stall, had to take a shower in the tub. Hot water pressure fluctuates turning into cold water. YIKES!

Hotel Lounge is tucked away at the far end of the hotel in the 2nd or 3rd floor, signs & direction to the lounge poorly displayed as if they are trying to hide this place.

Date of stay: December 2019
    • Location
    • Cleanliness
    • Service
Thank Edwin C
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
SYXRZ, Manager at The Ritz-carlton Sanya, Yalong Bay, responded to this reviewResponded 20 February 2020

Dear Guest,

Warmest greetings from the Ritz-Carlton Sanya, Yalong Bay! Thank you for your valuable time sharing your constructive feedback and comments with us.

First of all, I would like to sincerely apologize for the unsatisfactory elements of your experience in our hotel. I have already discussed about your feedback regarding the blackout and water temperature issues with our Engineering and HSKP team, we will put efforts on maintaining our room facilities to make sure these issues won’t happen again. Regarding the signage, we already planned to place some signage in the hotel

I would like to sincerely apologize for the unsatisfactory elements of your experience in our hotel. Please contact me directly so that I can personally ensure that you will have an exceptional experience. My email address: sally.zhang@ritzcarltion.com


Best wishes,

Sally Zhang
Quality Manager

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