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All reviews haitang bay noodle restaurant swimming pool hotel staff our entire stay duty free mall fresh fruit spacious room beautiful resort private beach taxi floaties english china hardware hainan tropical
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Reviewed July 5, 2017 via mobile

Our stay at the Sheraton Haitang Bay was unfortunately one of the worst experiences we have had in 10 years of visiting Sanya. I will preface this by saying that the room was fantastic and the pools and facilities are pretty good, but the experience of actually staying there was really not good. We are actually still in the middle of this week long holiday but have left the Sheraton early and cancelled the remainder of the booking, we’ve moved to the exceptional Shangri-la next door. This is going to be long below, if you don’t want to read it all the summary is simply to not choose this hotel, go next door as it is so much better.

The problems started before even leaving home. I had heard very little about the booking apart from the confirmation and hadn’t received any confirmation of the ‘free shuttle’ included in our package that we had already requested online through the booking website. I called the hotel and the person answering didn’t speak English, I was passed to someone that did and told that we did have a reservation for the free shuttle but only for 1 person. Our booking was for two adults and two children! I requested having all of us on that reservation and was told they would see what they could do, eventually I got a call back confirming it and instructions to go to the SPG lounge at the airport arrivals. Once we actually arrived at the airport at Sanya we soon found that there is no SPG lounge at arrivals, I asked staff at the airport and others and no one knew what I was talking about. I decided to call the Sheraton to check and yet again the person answering the phone couldn’t speak English. I was passed to someone else who was also unhelpful before finally being passed on again. This person did not seem to understand we were at the international terminal and not the domestic, he suggested I walk to domestic (with two kids and all our luggage). Then after a couple of minutes he changed his mind and said I should go to the bus park, he could not direct me to it though and there were no signs for a bus park. I asked more people around and no one knew. The guy on the phone eventually asked if I had WeChat on my phone so he can send me a picture. I don’t have WeChat so decided after 20 minutes of walking around in the heat to give up on the free shuttle and just get a taxi at our own expense. A little annoyed we arrived at the hotel.

The next problems came at check-in. First having spoken to 3 of their staff just before arriving I expected at least an acknowledgement of the screw up or an apology for the shuttle problems. But nothing. They didn’t even know about it at the desk when I asked. We had booked a family package that was supposed to include a number of things. The people on the desk appeared not to know this and didn’t mention anything about these things. I raised it as it was supposed to include a free evening meal. The woman behind the desk seemed confused and I had to show her the package details I had printed. She then fetched a voucher for the meal. We did not receive the supposed ‘Children’s Check-in’ or the ‘Children’s star card’, so I have no idea what they were on the package. I asked about the children’s activities included and got a blank look. We were tired and a bit grumpy already so just decided to go to the room. The room itself was a 2 bedroom family suite which was really nice, as mentioned at the top. The only issue with the room was that the safe was already locked. I figured that wouldn’t be a problem to fix so tried to call reception. The phone rang… and rang … and rang. I tried a few times but nothing. I decided to just go and ask myself in person after breakfast in the morning.

The first morning when we woke up we went to breakfast early to avoid the free-for-all that happens around 9:00am due to Sheraton stuffing the hotel with really cheap package groups and deals. It was ok. I went to the desk to get the safe fixed and experienced, for the first time, staff running away and hiding out of view so they didn’t have to speak English when they saw me approach. Not a good thing for Sheraton’s 5 star resort staff to do. We went for a swim after this and after finding one of the extremely dirty and grubby loungers to sit on (seriously they need cleaning) I noticed that no one had any towels. I went to the towel kiosk and he just shrugged, no English spoken. Looking around people were bringing down bath towels from their rooms, that seemed a little odd for a 5 star resort. Eventually another man turned up with a bin full of towels (I assume clean) and everyone just dug in to grab them. After our swim we returned to the room and there was a knock at the door. The staff member had a piece of paper with signatures and waved it at me while talking in Chinese. I have no idea what this was about and eventually after realising I didn’t understand she left. About 20 minutes later there was another knock on the door and this time I got more clipboard waving and Chinese but this time with an envelope. I took it and opened it, inside was some sort of coupon for something with a letter. I have no idea what it was for or what the letter said as it was all in Chinese.

We decided to go to the children’s play room, which again is really nice. The staff didn’t speak any English so it took about 10 minutes to communicate through phone translation apps to order a couple of drinks and another 10 to explain we wanted to put the charge on the room (plus another staff member). We wanted to ask about children's activity booking as well for the next day but there was no chance of being able to communicate this. We ate dinner in the Feast restaurant. It advertises a buffet, I can only assume this was not on as the restaurant was completely empty with only a few bits of salad on the side. We ate the rather limited a la carte menu. It was overpriced and uninspiring.

The next day around the pool we really did notice the differences to the other 5 star resorts we’ve stayed in in Sanya before. No staff seemed to engage with guests, no one came to chat or play with the children like they do at the Shangri-la. Just staff standing chatting to each other or silently sitting all day. There doesn’t appear to be any poolside food or drinks available at this hotel. We decided to swim to the pool bar as someone had been standing there all day with no customers. He seemed a little confused at the idea of customers but eventually was able to bring in a few ice creams from somewhere else, some spring rolls that looked like they had been in a traffic accident and Parmesan fries with truffle (it was just a normal bucket of fries). Again, zero English spoken by staff.

For dinner we made the mistake of trying the take out option as the kids were tired and we were already at the play room again. I pointed to the big ‘take out’ board outside the restaurant. The waitress just shrugged. She didn’t speak any English but in the end showed me the room service menu and pointed out the door and gestured a phone call. I understood this to say to call room service. This was at 8:00pm. I went up to the room and tried to do just that. However I had the same phone experience. It rang … and rang … and went silent and I waited …. and tried again a few more times. It was at this point I figured the phone wasn’t working as this was all that seemed to happen when we tried to use it. I took another walk down to reception and informed them the phone was faulty and that we wanted to order room service. Yet again I saw the staff on my approach look, poke each other, giggle and then hide behind the partition leaving only one person to talk to me. This is a bit rude. The man behind the desk sent an engineer after about 20 minutes to fix the phone so we could finally order dinner. It turns out the phone wasn’t broken at all, it’s just that no one was picking up the calls for reception or room service. Finally by about 8:45 we managed to get through to room service to order …… but….. no one there spoke any English so couldn’t take our order. I realise this hotel is in China but this is supposed to be a 5 star Sheraton that advertises fully in English on it’s website, yet no staff can speak it. The front desk said they would send someone to the room who speaks English to take the order. They came after about another 20 minutes. It was now about 9:20pm having tried to order this from 8:00. The guy took the order and went away. After about 15 minutes a knock on the door and he was back again, having forgotten the order. We told him again and then an even longer wait. At a bit after 10:00pm the food finally arrived. For some reason he didn’t wheel the table in as tends to happen in 5 star hotels, he just brought in a tray and put it on the side in front of the TV. So we enjoyed our dinner sat in bed, 5 Star!

We decided at this point that trying to do anything at this hotel was going to be a real struggle due to the poor customer service, badly trained or motivated staff and the language issues. We have been to Sanya at least once a year for 10 years and have never experienced this is any hotel we have stayed in (we have stayed in most of the big ones in Yalong Bay and Haitang Bay before). We made the decision that in the morning we would explain the problems to the manager and ask to check out of the hotel early and move to a better one. We are on this holiday for a week and we want to enjoy it, not for it to be a constant struggle to do anything. Thankfully this was accepted (as well as the issues we complained about) by the acting manager. He informed us that all other management are away on business trips so the front desk manager is running the entire hotel. I can understand why this hotel has so many problems if the management are neither very present or engaged. I am not surprised the restaurants are all empty (apart from the breakfast crush) and that there is no atmosphere or buzz about the resort, it just seems poorly managed. This is not the fault of the front desk manager standing in, this poor management clearly comes from the top.

My recommendation is to choose any of the other excellent 5 star resorts in Sanya as many are outstanding. We have moved to the Shangri-la, the moment you walk through the door it is night and day difference. Staff are smiling and warm and nice with the children. Everyone greets you and chats, it’s how a 5 star resort should be. The Sheraton Haitang Bay is not a 5 star resort, no way near. The facilities are great but that is it. The service is bad and it is not geared up to accept international travellers at all, avoid it.

Stayed: July 2017, travelled with family
2  Thank Stulowe
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded July 6, 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 the bad service and my 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, I would like to thank you for your valuable feedback and I 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,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed April 27, 2017 via mobile

Sheraton Sanya Haitian bay resort is the perfect place to escape the busy city life and get into relaxation mode. Great welcome from the moment we arrived. Rooms are perfect and well decorated, clean and situated in a nice green environment. Plenty of choices in pools and with the beach close by nothing can go wrong to catch that holiday feeling. Delicious breakfast and great choice for lunch and dinner. The attention we received from the staff made our stay very special. The surroundings are well maintained, so green and colorful which gives this location a great feeling of wellness. Our compliments to the staff, thanks of taking care of us during our stay!!

Stayed: April 2017, travelled as a couple
2  Thank patmieg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded May 2, 2017

Dear Guests,

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. We trust you had a refreshing stay and we do hope we extended the unique Sheraton service we are renowned for! 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 again for your feedback and we looking forward to seeing you again soon.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed April 12, 2017 via mobile

Had a great time with my whole family. Huge kids club for kids to play and stay busy. Huge lobby with band performing almost every night and can request some nice song to sing for you. Breakfast was good specially at their Vip Lounge, Noodle restaurant. The place is not crowded. Good service and very attentive.

Stayed: March 2017, travelled with family
Thank Annventurer
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded April 13, 2017

Dear guest:

Greetings from 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. We trust you had a refreshing stay and we do hope we extended the unique Sheraton service we are renowned for! I will ensure that your comments are cascaded to our team appropriately.

Thank you once again for your feedback and looking forward to seeing you again soon.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed March 29, 2017 via mobile

Try to repair damage things immediately as soon as possible after all i stay in hotel for 3 days and the edge near door wasn't repair and it looks ugly and make me uncomfortable . About restaurants service is very slow along with the standard was also not maintained as should be in 5 star category hotels. Housekeeping services is also similar to service not satisfying. Although i got some problems there were staff who show friendly behavior towards me and i appreciate that specially the foreigner boy help me to show different outlets of hotel and do help to go some places other rest of thing were all comfortabl. 3 days stay in Sheraton was a good memories in sanya.

Stayed: March 2017, travelled as a couple
Review collected in partnership with 单个酒店
Thank yogmaya1998
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded March 30, 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 associates service and my 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, I would like to thank you for your valuable feedback and I 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.

Looking forward to seeing you again.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed March 6, 2017 via mobile

The moment I step into the lobby , I am blown away by the big spacious lobby and beautiful sea view ahead. Friendly staff at front desk and bellman is helpful !

While heading down to breakfast , housekeeping staff will greet you happily, breakfast service was good!

Stayed: March 2017, travelled with friends
Thank taszz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded March 8, 2017

Dear Guest,

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. We trust you had a refreshing stay and we do hope we extended the unique Sheraton service we are renowned for!

It was a great pleasure to hear your experiences in the hotel regarding the services during your stay. Thank you 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
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