We stayed at the Horizon room and the service was really good. The hotel is big and sometimes you have to wait to be seated but the staff is really attentive and they do everything they can to allocate you soon. we enjoyed the pool, the health club, the restaurants were really great and even the beach. it’s important to note that Haitian area is not suitable for swimming or bathing. Special thanks to Emily Luo for her help in everything we needed with a warm heart.

Our group of four adults paid a significant premium for an Ocean-View Villa, therefore expectations for our 4-night stay were high. Generally we had a very positive experience and the villas are stunning, the pool & family facilities are excellent and the hotel is spotlessly clean - the following are simply some suggestions for improvement based on our usual 5-star Shangri-La experiences outside Sanya: -

1. We were offered an airport pick-up, yet the driver was nowhere to be seen when we arrived. Contacted the concierge (who fortunately I had initiated contact with before we arrived) via WeChat and the driver appeared 10 minutes later. The Concierge/butler should initiate contact with the guests in advance and make it clear where they should meet the driver - first impressions count.
2. I had provided all the passport details for all 4 guests in advance, yet clearly nothing was done with this information as check-in took around 15 minutes. A 5-star experience would include a check-in and health check for all guests on the drive from the airport to the hotel - we could have then gone straight to the villa (passports could be scanned remotely on the bus or scanned at a later time).
3. We had couriered (ShunFeng) two sets of golf clubs to the hotel and had confirmation that they were delivered a few days before our arrival. However the concierge was adamant that they had not arrived and argued with us that as there was "nothing in the book" then they were definitely not delivered. This went on for around 15 minutes before an embarrassed member of staff sheepishly appeared with the clubs from wherever they had been stored. No apology was given by the staff.
4. We had the benefit of Chinese-speakers in our group which limited the issues we had, however generally-speaking the spoken English is very poor at the hotel. Calling the front desk can be a frustrating experience, even for the simplest of enquiries (e.g. "can you send a car/cart to the villa"). We met several staff who appeared to have very good English - they might not be the most senior or experienced staff, however dealing with them would likely provide a much more positive experience for non-Chinese speakers than dealing with the concierge/butler and front-desk staff that we were assigned to.
5. The villa does NOT have an "Ocean View", despite it's name. This is a clear case of false advertising. The view is completely obscured by trees, even from the upper floor. When questioned about this on arrival the staff actually replied "it would have an ocean view if the trees weren't there", which is an insulting response to any new guest.
6. We were golfing early one morning so we called the previous evening to arrange a breakfast to be brought to the villa at 6am. The breakfast finally appeared at 6:45am (long after we'd left). When we later queried what the problem was we were told by the butler that the manager had said it was "due to the shift change at that time, next time order at a different time" - we were stunned by this response, at a 5-star resort you don't expect the manager to be dictating to the guests what time would be more convenient for his staff to be providing services (nb we were offered a "fruit tray" as compensation, which is a weak gesture relative to the issue)
7. We had access to the Horizon Lounge, which (although the quality of fare is high) unfortunately gets very busy and noisy both at breakfast and in the evening. A significantly bigger space is required for the lounge (nb the main breakfast area can get extremely busy with long queues in the 9am-10am slot)
8. The small shop/supermarket that used to be in the hotel lobby has long been closed, meaning you have to shop outside the hotel for things like sun screen, water play items, clothing, snacks, etc - this is a significant negative when you compare to the Atlantis next door that has a full waterpark, shopping centre and name-brand shops & restaurants on-site.
9. Check-out also took around 10 minutes. Given that we'd booked a car to the airport the staff knew what time we were leaving, yet nothing (except the car) was prepared. A 5-star experience would be to have the bill ready to pay and a 2-minute check-out (or "drop-box" check-out, or check-out on the way to the airport)
10. As a general observation it would be nice if on arrival the hotel offered a guide or leaflet advising guests about services available in and around the hotel, e.g. discounts for on-site services, information about the surrounding area (e.g. waterpark, golf courses, off-site restaurants, shopping areas, etc), booking service for these off-site services, etc. Some info and services are given about the CDF (duty-free) centre but nothing else is mentioned.

That was our second visit in Shangri-la Sanya because i had a very good experience with the staff and and the services first time.
I was satisfied with the cleanness of the room and with the service in the room, for example the service staff has asked us several times if we need water, cleaning, etc. - great
The resort itself and the facilities are all excellent, the pools are open until late night, you have a bath after lunch too.
We chose Horizon Club upgrade, what is worth the money, and we could enjoy our breakfast and lunch in a nice saloon with the wonderful lookout over the beautiful garden. The variety of the food was absolutely enough and they were all delicious. You can find not only western type of food but traditional Chinese food is also offered or for your request the cook prepares it for you as you like in a couple of minute.
But one of the greatest value of Shangri-la is the stuff. They are and were very friendly and helpful and the treatment by the stuff made us very comfortable and familiar.
What really felt good: our plane has delayed, therefore we arrived to Sanya about 11PM. Someone from the staff followed our journey to Sanya, and asked me if they should prepare something in the room to eat or drink upon arrival at the hotel. This is what i really appreciate!
Highly recommended from my side!