We stayed at IC Sanya from May 20 to 22nd.
I am a regular client of Intercontinental Hotels, especially in China, where I live for the last 11 years, and hotels matching professional service and attitude are not easy to find, out of Shanghai or Beijing.
From the 21 Intercontinental Hotels in China, I already stayed with 14,some newer, other older, but the same consistency in service,... except this IC Sanya.
I have mixed feelings about my stay, as I met some very attentive and professional staff, but also the very opposite!!
Following some troubles we had during our short stay, Mr Geoffrey Ryan, General Manager of the property, came to inquire about it ,and we had a nice talk.
I thank Mr Geoffrey Ryan for his attentive kindness, and , to send us back to the airport with his car.
As I mentioned, I found little or no consistency on services and staff attitude, and poor English understanding in general.
We booked a rate called” IN THE KNOW PACKAGE”, from the IC website.
The rate description itself is rather confusing, not to mention the name!!!
"Free daily breakfast for 2 adults One noontime dimsum taste at sea pavilionor one set dinner in Beer Factory with 48 hour in advance for reservation One afternoon tea in Hai Lounge Offer voucher of RMB 500 as credit in food and beverage use but consumption RMB300 can use one coupon value at RMB100 ".....confusing!!
With this rate we get 5 RMB 100, coupons, each for more than RMB 300 F&B consumption.
I tried to use it at the Sea Pavilion Chinese restaurant, and it was refused.
As nobody speaks a word of English in this restaurant, and the restaurant is far from the main building I had to wait someone with English knowledge to claim, that finally arrived and confirmed I was right.
But then gave me to sign, the bill without the coupon rebate amount, kept the coupon with her, and said I would later find the coupon deducted at check-out. I insisted on the nonsense of that, as in such situation,as rebate was not in the bill, I only had to show the coupons at check-out, and rebate on total F&B consumption amount, not case by case.
She was confused, insisted that I should sign, which again I refused, so she printed another bill without any description but the total amount, as street food stalls do.
How to use these coupons must be clear both for customers and staff.
The darkest episode of my stay. We ordered a taxi to go to a restaurant at Dadonghai Bay, we where given an hotel card, with the name of the restaurant in Chinese but no address or Phone number.
On the way ,the taxi driver, received a call, stopped and push us out, not unusual in Sanya (I can’t see how China will turn Hainan into a serious International Resort with this general dishonest attitudes of tourism industry players, such as taxis, restaurants,guides and others).
As nobody knew the restaurant address, I called the hotel to asked for the restaurant’s phone number.
Firstly, I couldn’t find anybody with reasonable English. Then I received a call back, from the Duty Manager , with a not proper attitude, also very common in China, of not admitting the hotel didn’t have the said number, pushing me to come back the hotel, with a taxi he would send me, losing my time, with the classic “please wait a moment”, calling again and again and finally an hour later send me an hotel car to take me to restaurant. When we arrived they asked the restaurant for their phone number!!
They offered to come again and pick us up, but I was not happy and refused it, so we went back by taxi.
In China I’ve seen big changes and gigantic improving, everywhere.
I stay an average of 4/5 nights a month at the Intercontinental Shanghai Expo, a hotel that turned into Ghost, at the end of the Expo 2010, despite of the incredible location and facilities.
Today is one of the busiest Luxury Hotels in Shanghai.
I praise Mr Larry Lv, Executive Assistant Manager of IC Shanghai Expo,for the amazing job he did with the staff attitude, pride and motivation, that made this true.
I’m sure Mr Geoffrey Ryan, is working hard on this, as indeed IC Sanya is nice Hotel in a beautiful location, with very tasty food, excellent resort facilities, but still lacks of professional “software”.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.