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Pranaya S

A beautiful stay

4.0 of 5 bubblesReviewed 6 Jun 2018via mobile
After this trip i know i will definitely stay here again the next time. The transportation is very convenient, the environment is very clean, the internal facilities are good, mainly the attitude of the waiter is very humble. In particular, the room attendant knowing that my hand was injured immediately got me a Band-Aid.Thank you for an amazing stay.
Date of stay: May 2018
Trip type: Travelled solo
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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.
SSHTB, Public Relations Manager at Sheraton Sanya Haitang Bay Resort, responded to this review
Responded 7 Jun 2018
Dear Guest,

Greeting from Sheraton Sanya Haitang Bay Resort.

It was a great pleasure to hear your experiences in the hotel regarding the services and how they met and may have exceeded your expectations. It is always wonderful to hear praise such as yours, as it gives real life examples of service encounters. I will ensure that your comments are cascaded to our team appropriately.

Thank you once again for your feedback and please feel free to contact us if you would like any assistance in making a booking at Sheraton Sanya Haitang Bay Resort in the future.

Looking forward to seeing you again soon
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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Reviewed 1 May 2018

I had a wonderful time at this hotel. The staff were mostly helpful and although most had trouble with English, the English-speaking staff was always available to help us with whatever we needed. The room was beautiful and the balcony was a wonderful place to relax and unwind. We had access to at least two pools that were never busy and were the perfect temperature. The free buffet breakfast was incredible! Fluffy pancakes and waffles, egg station, fresh fruit, pastries, etc...I looked forward to breakfast every day. Some tips for breakfast: The best times to go to breakfast are either 6:30am or 9:45am. Otherwise, it's a ridiculously long wait for seating and is overly crowded. Sit in the small Steam and Spice restaurant for immediate seating. They have most of the same things and you are free to go to the main dining room to grab whatever is not in the smaller dining room.
The Inazzia Labor Day Buffet was a bit pricey but the BBQ seafood was absolutely delicious and the outdoor dining added the perfect atmosphere for the meal. I need to mention Grady who worked for Guest Services. He was so helpful and made us feel at home during our entire stay. I knew that if I ever needed anything, I could contact him and he would help us. This made our entire experience worthwhile. Thank you Grady!

Unfortunately, I have a few service complaints. First, there were never any towels at the pool! We constantly had to ask an attendant for towels and there was no attendant at one of the adjacent pools. At the lobby bar, the service was very slow as some of the staff seemed more interested in smoking and chatting than making drinks. The "Gift Shop" is a misnomer. It's basically just beach gear and a tiny collection of toiletries but no deodorant (which is what I needed to buy). It would be helpful for the gift shop to include more variety of toiletries, as well as things like phone chargers and ear buds.

In all, I enjoyed my stay and would recommend this hotel for a few nights of rest and relaxation.

Room tip: We stayed on the fourth floor with a garden view room. It was nice and I have no complaints.
Date of stay: April 2018
  • Trip type: Travelled with friends
    • Rooms
    • Cleanliness
    • Service
2  Thank psush_girl
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.
SSHTB, Manager at Sheraton Sanya Haitang Bay Resort, responded to this reviewResponded 2 May 2018

Dear Guest,

Greetings from the Sheraton Sanya Haitang Bay Resort!

I would like to personally thank you for choosing to stay with us during your trip and hope you had safe travels to your next destination.

It was a great pleasure to hear your experiences in the hotel during your stay. Our 500 guest rooms are special design for leisure guests and our signature seaside restaurant is a better place for your dining options. I’m very sorry for the inconvenience caused due to the language problem and we will enhance the language training for English.

We would also like to apologise for the difficulty that you experienced with the use of pool towels and no service in lobby bar. We have taken note on all the points you have provided us and do rest assured we have reviewed your comments with our department heads to implement measures for improvement concerning our guest satisfaction.

Thank you once again for your feedback and please feel free to contact us if you would like any assistance in making a booking at Sheraton Sanya Haitang Bay Resort in the future.

Looking forward to seeing you again soon!

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 21 November 2017

When I stay in this hotel, I really really impressed and received warm greetings from hotel! first of all, hotel's facility is very good also very kindness people. i really appreciate to all staffs!
but most of staffs were speak english skill is not too good. let me talk turkey, skill is very low...
everything is okay except staffs english skill
anyway, if i have a chance, i visit again!

Date of stay: October 2017
  • Trip type: Travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
Thank baker4455
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.
SSHTB, Manager at Sheraton Sanya Haitang Bay Resort, responded to this reviewResponded 22 November 2017

Dear Guest,

Thank you for taking the time sharing your feed back on booking.com. I am glad you choose to stay with us for your visit to Sanya.

Truly I appreciate your positive feedback and I will be sure to share them with the team. All of us strive on ensuring all our guests enjoy their experience while staying with us and take them home with fond memories. Meanwhile, we will improve the English training for all hotel associates.

We very much look forward of having another opportunity in meeting you again soon in the near future.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 10 October 2017

We stayed here for two nights at the end of September. The resort is beautiful. Grand lobby, spacious room, beautiful beach, etc. I definitely would give the facility a 5-star rating, however, its service quality definitely requires improvement. Here I name a few:

1) We were told that the hotel provides free airport shuttle. The odd thing is that you can not book it more than a day advance. It HAS TO be 24 hours prior to the day of service. That's not necessary but they followed this rule seriously. That's just not convenient while our schedule was hectic already.

2) Check-in was ridiculously slow. There was only one lady at the front desk and there was like 5 groups before me. The lady really took her sweet time scanning passports, filling out paper after paper. Mind you, the hotel lobby didn't have AC and the temperature was over 90F. I was sweating like crazy. I was in the line for like 30 mins and then it took another easily 20 mins when it was finally my turn. I also had to exchange some USD to CNY. Gosh, I regret doing so because I didn't realize she had to handwrite all the serial numbers down and yet, it was paperwork after paperwork.

3) Room cleaning was also very slow and way behind schedule. We waited til like almost 3pm the next day and still no one came. After a few trips to the beach, we ran out of towels and our room got sandy. We finally had to call someone up and demanded service.

4) My 5-year old daughter was playing at one of the pools where they had all these blown up big floaties. They were super slippery and she slipped down one of them and was trapped under the floaty (which is like 10 ft x 8 ft ish). She managed to get out of it and was trapped behind it, where my husband couldn't see. She was crying hysterically and screaming for help. Two hotel employees (they may not be life guards but they are definitely hotel staff) were right next to her while my husband was on the other side of the pool. He screamed for their help since they were closer and could get to her much quicker. Both my husband and my daughter couldn't speak Chinese, however, seeing such a scene, language barrier shouldn't be a problem here. A Chinese couple next to us also had their boy trapped under the floaty and were trying to get help from these two hotel staff. To our very disappointment, these two guys ignored it completely and rather being entertained. When both kids were pulled out by my husband and the Chinese couple, my husband lost his cool and demanded a manager right away. It took them a while to finally agree to get the manager over. The manager apologized profoundly and offered to cover medical bill should it happen. He called back later that evening to check on my daughter and mentioned that the two staff on site were disciplined and they had made modifications to those floaties to ensure safety. They also delivered fruit basket and a stuffy bear to our room. Luckily my daughter was doing fine besides being scared. We were very disappointed with the pool staff but we appreciated the way the manager handled it.

4) We witnessed many times Chinese tourists letting their young children go potty on the beach in public. I am not sure if that's cultural accepted but at a 5-star resort, I don't think that should be allowed.

5) We appreciate having the toilet in a separate room from the tub/shower room. However, soap should be also provided by the sink in the toilet room. Common sense?

6) We visited the noodle restaurant a few times and my daughter had fun watching them making noodles. Service once again was very slow there. They offered children plastic ware, but the plastic spoon tip was like chewed up and it was fuzzy looking. My daughter didn't want to use it at all. One male waiter, (maybe manager?), was super helpful and knew how to hassle. The rest of the waitresses were just slow and seemed lost most of the time.

7) The indoor kid's playground was cute and offered quite a few options. They required adults wear socks, which is a neat policy. However, I saw an older guy walking around without socks. A few grandmothers with their toddler grandchildren eating on the mats. There were a few wet spots on the mat and I feared it was pee since we had seen more than once how Chinese parents just let their babies go wherever they needed to.

Date of stay: September 2017
  • Trip type: Travelled with family
    • Value
    • Sleep Quality
    • Service
2  Thank SugarES
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.
Christina L, Manager at Sheraton Sanya Haitang Bay Resort, responded to this reviewResponded 11 October 2017

Dear Guest,

Thank you for taking the time providing us your valuable feedback on your stay at the Sheraton Sanya Haitang Bay Resort. We are sorry to hear of your unpleasant experience with regard to checking-in and money exchange process, room material and recreation service and our sincere apology for not having the opportunity to resolve this personally before you leaving the hotel.

As our valuable guest, you’re supposed to receive the highest Quality and Professional Service & Product from us and in this case we have failed in the delivery. As always the Hotel takes serious approach when come to guest experience and satisfaction. Please be ensured that we will look into this in greater detail with our team and we will work toward a permanent solution.

Once again, we would like to thank you for your valuable feedback and we do sincerely hope despite of the disappointment this time we will have the opportunity to welcome you back again in the future and that we will go above and beyond your expectation. Should you require further assistant, please feel free to contact us at GSM.HaiTangBay@sheraton.com at your convenience.


Warm regards,
Hotel Management Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 27 August 2017

We had a 2-bedroom suite, spacious, new, with everything. One room is particularly fit for children with very cute wallpapers, beddings, many dolls, very beautiful dolphin ceiling light. There is a big balcony for the room. Views good too, down there is bush with swimming pool. The pools are of great fun.

It's understaff. Things requested from room came very late and after a several urges. But in general, staff are polite and I could see they had tried the best already. It's just a matter for the management to train them up more.

As you can expect, the buffet breakfast is very crowded and noisy (it's CHINA!!). Staff had already tried their best to clear dishes up.

Choice of restaurants is rather limited. We dined at the sister hotel Belgonia next to it.

I chose it because it had 2-bedroom. Otherwise I think there are other better choices. It's far from airport (over 1 hr) and taxi driver in China didn't give us an honest and reliable feeling. The driver sending us to this hotel refused to use meter but a price agreed. We had no choice as we arrived late at airport around 9:30pm at the dark. There is free shuttle bus from and to airport and duty-free mall though.

Date of stay: August 2017
Trip type: Travelled with family
Thank MissHK2009
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.
Management response:Responded 29 August 2017

Dear Guest,

We would like to thank you for choosing to stay with us and thank you for your time to give the valuable comments on Trip advisor. Hope you had safe travels to your next destination.

We are very sorry to hear that your experience fell short of your expectations and we sincerely apologize for all the inconvenience and frustration caused. We are grateful for your comments as it is through feedback such as yours that we are able to maintain and improve the standards of facilities and service offered to all our guests. We will ensure that your feedback is put to good use so we can avoid similar experiences in the future and provide that revitalizing service that guests would expect from a Sheraton hotel.

Please rest assured we do treat your feedback very seriously and have reviewed your comments with our respective department heads to implement measures for improvement concerning our software and hardware that you have commented on.

Looking forward to seeing you again soon at Sheraton Sanya Haitang Bay Resort!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 30 July 2017

Spent 3 nights in this nice holiday resort with nice beach, however, the management and service was obviously out of date:

1. I was told at check in that as the room was booked by travel agency, the loyalty points could not be registered in my loyalty program. However, I would like to ask the hotel policy maker, how much % of business conference guests stay in this hotel ? Do they all book rooms via your hotel website ? As most of business guests book hotels via their corporate travel agencies, your policy would only make them to choose their conference hotel which can contribute to their loylty program!

2. The room is very large and well designed. However moisture is so high in the room and you couldn't sleep well despite you keep all windows shut and air conditioner on all day. I asked to replace quilt with a dry one and even called in a dehumidifier! It is still the same with the new replaced quilt feeling soaked.

3. The shuttle bus driver who sent us to Sanya airport (dept at 11am, 29July 2017) was terrible! He shouted to us when he was told that we would like to go to international terminal right after domestic terminal stop. He wanted us to walk from Domestic to International terminal as it would make him turning another round inside the airport.

4. I intended to make this remark on their Starwood hotel website, however, you couldn't! They keep asking your SPG login pwd, hotel booking #, reject your submission, reset your pwd, etc BEFORE you can write a single word. Do they really want to hear you? Do they really care about their customers ? This is a classic example in MBA cases.

Date of stay: July 2017
  • Trip type: Travelled on business
    • Location
    • Sleep Quality
    • Service
Thank kevincai_home
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.
Management response:Responded 1 August 2017

Dear Guest,

Greetings from the Sheraton Sanya Haitang Bay Resort! We thank you for choosing to stay with us and taking time to provide us with your valuable feedback.

We have taken note on all the points you have provided us and do rest assured that we have reviewed your comments with our department heads to implement measures for improvement concerning our guest satisfaction.

We thank you for taking the time to bring this matter to our attention. Only with feedback can we continue to improve our service standards.

Looking forward to seeing you again soon at Sheraton Sanya Haitang Bay!

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