I stayed at InterContinental Sanya for 3 nights in July 2012. It was a solo trip to break away for some much needed rest & relaxation. In the past, I've stayed at Le Meridien Shimei Bay (Wanning, East Coast of Hainan), and absolutely loved the remoteness and serenity -- however, I've heard that recently there is new construction around the property where it's not a peaceful stay due to noise from say, 8 am pile driving.
I had reserved for the Club Intercontinental Pool Room, which was an impressive space in itself with a private small plunge pool and reading sofa outside the balcony area. Unfortunately, after returning to the room from dinner and drinks the first night, I had found several issues with the room such as a broken light for the plunge pool, wall outlets separating from the wall, non-working iPhone dock for the Bose sound system, and no bubbles coming from the pool (later to find that this was my mistake as it was a not a Jacuzzi, only a plunge pool, despite the appearance and nozzles) – this all happened at about 2am, where several maintenance men were sent to the room for these repairs. After about 45 minutes of general chaos, the night manager offered to move me into an upgraded 1-Bedroom Villa for the rest of the stay.
This new space totally exceeded my expectations, and turned out to be my peaceful haven. The next day, the General Manager (Geoffrey Ryan) and Club IC Manager (Maren Schultz) sought me to meet to understand what had happened the night before for feedback and improvement opportunities. Allison of their Club Intercontinental check-in counter was also especially friendly and helpful. Their commitment to customer service for that event and the rest of the stay completely exceeded my expectations for (a) China, and (b) a big-name international chain. I am not used to receiving such customized service. They continued to follow-up throughout the stay by apologizing of the conditions the first night (which weren't really that bad after having time to think about it), and sending complimentary wine and chocolates to my room.
The resort itself is good – self-enclosed with several pools (most 1.2 m depth, except for one diving pool) and several restaurants that were reasonably priced. There’s not much immediately outside of the resort, but you could pay a 20 RMB taxi ride (about US$3) if you wanted to see the city area and beach – however, as I wanted peacefulness, I had no interest in this. I think this resort is also very well suited for families with children, as there were kid play rooms and kiddies pools throughout the resort.
Final note is that the Club Intercontinental privileges for complimentary access to their breakfast, afternoon tea, and dinner at the lounge is worth it. It’s a very comfortable and serene place to eat, rest, and read. I notice the service was better from the services in the Club Intercontinental facilities, than from the other facilities of the resort – which doesn’t surprise me that they would place their best staff for the Club Intercontinental area.
Excellent experience, where despite the initial issues, was more than sufficiently resolved by the amendments and customized service.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.