This hotel just does not care about providing good service. Had a Large suite booked that included benefits that they refused to honor. Do not reply to any point of contact regarding arrangements of Airport Transport. St Regis is a Luxury brand, they need to live up to it. Rooms are outdated in comparison to the competition and price point
Dear Mr. Gabbay,
First of all, I would like to thank you for having chosen to reside at our resort at this very special occasion. I even more appreciate that you have taken some of your precious time to share your impressions with us. It is essential for us to hear directly from you - our valued guest - if our endeavor to exceed our guest expectations has been successful.
I am saddened to learn that we have failed in this case; not only on one but on several occasions. I truly apologize for not having performed up to a level one could expect from a resort that prides itself to carry forward the legacy of its legendary founder, J. J. Astor IV.
Your impressions and valuable comments already have been shared in our daily leadership meetings; it may be of poor consolation that we all feel devastated and ashamed for not having performed well. We assure you that we do take your comments very serious and nobody of us will rest until we have trained up our staff back up to a level that similar won't occur anymore.
Dear Mr. Gabbay, I do hope that you can see our shortcomings as exceptional situation and that you will give us the opportunity to demonstrate we actually can do better. Having said that, I kindly ask you to channel your next reservation through my office and I will personally look after your stay. Also, should you need any assistance to facilitate your next stay with a St. Regis Hotel, please do not hesitate to contact me any time; it will be an honor to be at your service.
Please allow me also to wish you and your family best of Health to you and your loved ones !!
Respectfully yours,
Joyce Zhao
General Manager
Nice hotel. Rooms are very nice. Beautiful views. The pools can use some renovations but overall ok
Breakfast is ok
Not too much choices for lunch just one pretty expensive restaurant
Staff is very nice
Great atmosphere and nice place for an exotic vacation
The hotel is very nice, it provides good facilities for families. The stuff in the kids club is very helpful, Anna is very nice, helpful and speaks english. There are some interesting games for all ages and Anna helps out a lot to find out the rules and with translations.
Re: Awful experience at the property
I had a special lunch visit of Ming Xuan on July 14, 2023 because of the impressive review on Dian Ping. After lunch, we had a tour of the property. Everything was fine. Once we arrived around the beach area, we were stopped by a security guard. He asked if we’re hotel guest and our room number. I told the security guard that we just walked around the hotel after our lunch visit. I also showed him the receipt from Ming Xuan. He refused to listen and asked us to leave. We asked him to escort us back to the hotel entrance but he refused. We did not visit the pool area or any facility that are designated for hotel guests.
In a world-renowned St. Regis branded hotel, I did not expect St. Regis Sanya to unwelcome outside visitors. If so, such policy should have been indicated at the entrance and we should not have been allowed to dine at Ming Xuan in the first place.
I was about to give a good review on Dian Ping but reluctant to do so just because of our terrible experience at St. Regis Sanya
Dear Mr. Li,
In the name of all our hosts, I thank you very much for having selected Ming Xuan Chinese Restaurant of The St. Regis Sanya Yalong Bay Resort as your preferred dining place and even more appreciate that you have taken some of your precious time to share your impressions and feeling with me.
I am thrilled to hear that some of our hosts’ efforts in Ming Xuan Chinese Restaurant in exceeding our guests expectations have been successful. Despite your generous comments, we will not rest on our laurels though and continue to strive for a more consistent delivery on most exquisite level, in the best of tradition of our legendary founder, J.J. Astor IV. It goes without saying that I have not missed sharing your comments with our Food & Beverage team particular to Ming Xuan restaurant team as well as their respective department heads who will know how to show their appreciation.
Meanwhile it saddened me to learn though that we have failed in living up to the promises we make from one of our host – one of our Security Guard, to the expectations that you – our valued guest – have in a hotel of our category. Indeed, each of the details you mentioned certainly could have been offered differently; more accommodating and responsive, pro-actively exceeding your expectations. I fully concur with your deception and I deeply apologize for the shortcomings. We truly did not offer the service we have been recognized for so often and I assure you that my team also feels devastated for not having lived up to our promises.
I really would like to demonstrate to you what we are known for and therefore kindly ask you to channel your next dining or room reservation through my office. It would be an utmost pleasure then to meet you in person and our team will be very happy to have another chance to be at your service. Meanwhile as we have communicated, we will refund your Ming Xuan dining of CNY602.20 as our goodwill.
Dear Mr. Li, once again, I apologize and please do not hesitate to contact me any time you feel I can be of assistance. It would be a pleasure for me to be at your service. I wish you have a wonderful holiday at Sanya.
Most respectfully yours,
Joyce Zhao
General Manager
总经理
Great service, the personal concierge is a great touch. You can ask her for anything via WeChat. The room is great, the view is great, the breakfast is great if you go early. The room also come with free stuff like free photo shooting, oyster and champagne by the beach, and sunset sail. Unfortunately sunset sail was fully booked, but the concierge offer us some gift for compensation. Everything is what I expected
