My fiancée and I went to Crowne Plaza Sanya in Mar 2011 for a 4 days 3 nights trip, we were check in the hotel at 9pm, and I asked for the front desk staff for the late check out and the staff came back to me and said 1pm is the latest time to check out on Sunday, then I told the front desk staff I made the reservation through the travel agent with the remarks down for late check-out and one kingsize bed, then the manager came up and said 2 pm is the lastest check out time. We went to the room, with very bad smell and 2 single beds and then I went back to the front desk and asked for the room changed, the front desk staff told me they have no kingsize bed available in the hotel and this is the room I have reserved for, I told them the travel agent already put the remarks for me with one kindsize bed, after arguing with the front desk staff, they finally gave us a bigger room but still with 2 single beds. I have been Sanya for 5 times, I have been stayed in Hilton 2 times, Ritz Carlton and Kempinski, Crowne Plaza Sanya is really the worst hotel I have ever been in my life, my fiancée and I will never go back there again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Greetings from Crowne Plaza Sanya.
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First of all, we are glad to see your first contribution on TripAdvisor which is about our hotel. We do apologize for the inconvenience caused to you and believe it must have happened because of misunderstanding and communication issue.
We checked the reservation order dated on Jan. 31, 2011 from Westminster Travel Ltd. In "remarks" line, it shows "Rq non-smoking, size bed & late checkout" and your booking is 1 twin room (Deluxe)...If you would like to check on our home page or other travel agents' web sites, you will see our Deluxe room is all with two single beds which is differently priced from king size bed room (Premier). That's why the hotel could not provide you King size bed room when your booking was Deluxe room with only a remark "size bed" even if we had King size bed rooms available that day.
Your second issue is about late checkout. The hotel official checkout time is 12:00 noon. With courtesy, the hotel will offer one-hour late checkout to guests in need sometimes, but it must be subject to hotel occupancy and the hotel will never guarantee this issue until the happening day.
We will surely check remarks or requests on the reservation order to prepare rooms for guests, but that doesn't mean confirmation or guarantee. The hotel will try to meet every request, but it should be subject to room availability and hotel occupancy.
As to the smell in your room, it would happen occasionally. We do apologize for this and the hotel is doing efforts to avoid this.
Thank you for your understanding.
Crowne Plaza Sanya
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.