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“Great but needs improvement”

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Renaissance Sanya Resort & Spa
Ranked #15 of 1,345 Hotels in Sanya
Certificate of Excellence
Level 3 Contributor
16 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
“Great but needs improvement”
Reviewed April 21, 2014

I chose to stay at this hotel based on the previous reviews here. In short, positives:
- great kids pool with slides and fun area which has suitable depth for different ages
- excellent sitter service at kids club for 58rmb per hour
- nice gardens
- great ocean view
- front office, concierge, pool assistants, cafe red star (Andy and Fanny and a few of the waiters/waitresses) and housekeeping provide good service. Good because a few staff were outstanding but there are a few that wasn't which I will get on to later.
- price of food was very reasonable for cafe red star and room service was efficient.

Things to improve:
- Training of staff, what is customer service and good customer service. At a five star hotel, I would expect this to be tops but unfortunately was rudely received by a reception at Cafe Red Star (Caroline). Not only was her facial expression like she is a superior being without smile and like you are well below her. She also has serious attitude problems in how she treat customers. People don't pay this much for a five star hotel to be treated like that.
- two taps in the toilet next to the cafe doesn't work. Maintenance can be better.
- standard of English. I finished room service and called to ask them to pick up the dishes. They didn't understand. Had to call me back twice to ask me to tell me the request again and the last time I told them "the dishes are left outside the door, please do not call again or ring the door bell because i am going to bed". Then a few minutes later, they rang the door bell and asked me if I need turn down service. So if you don't speak mandarin then you would definitely struggle.

Despite the above, I still enjoyed my stay with the good view, amazing extensive breakfast, great pool and kids facilities.

  • Stayed March 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Super_Sweet_Couple
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Rating summary
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (107)
Date | Rating
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English first
Hong Kong, China
Level 1 Contributor
4 reviews
4 hotel reviews
Reviewed April 17, 2014 via mobile

A truly disappointing service, something rather unusual for Marriott hotels chain. Online concierge service, repeatedly urged by online room reservation system, is just a joke. And not a very funny one, when you find yourself stuck at the airport with 2 little children and no hotel car waiting for you despite a clear confirmation of a "Mercedes minivan for 6 people at 1.30 pm on the day of arrival".

Needless to say, none of the other extras reserved through online concierge, like adjacent rooms, baby cot or extra towels were ready at our arrival. Actually the staff looked quite surprised and like they never heard of online concierge service as such. Checking in was not a walk in the park either. It took over an hour, which is ridiculous, and we were the only guests checking in at that moment! We were first put in a tower where construction/redecoration works were in full swing, with all the niceties like piles of construction garbage in the corridors,
drilling noise, pools of paint and scaffolding all
around. And that was after we asked for quiet rooms as we had a baby and a young child! Looks like the staff have a really weird sense of humour which we could hardly appreciate after an exhausting transfer.

Now, five days into our stay, we keep experiencing that signature service in many details. Sometimes it becomes quite a struggle, when, for instance, it takes an hour, 3 staff members and an exchange of 3 phone calls to order a couple of simple dishes from in-room dining menu. They just don't understand basic English, like "apple juice" or "roasted chicken". Of course, a finally delivered order had to be sent back as it got all mixed up. They could be much better off just by assigning numbers to every dish, so one could simply order number 5 and 18 rather then having to spell the word 'apple' over the phone.

So I would definitely not recommend this place if you don't speak Mandarin, or you get anything but relaxing stay.

Another thing which is usually quite uncharacteristic for Marriott is the lack of cleanliness, if I may put it that way. Just a look at once white leather chairs at breakfast restaurant may cause the faint hearted to loose appetite for long. They literally were never wiped since the opening of the venue. And the rooms - we had to call for housekeeping to clean them once again when we first arrived, as they proudly featured sticky stains on the floor, lots of someone's hairs in the bathrooms and the windows you could hardly see the light through.

On a positive side, the hotel has a vast garden and an amazing pool, probably the biggest of the kind. The surrounding area is so big, you don't get that crowded feeling even when the hotel is full. Overall, everything is well designed, if not always well maintained. Great facilities for children, including a nice and well equipped kids club, again if you are not too fussy about hygiene. Excellent water fun zone suitable even for smaller children. Absolutely amazing idea with a sand bottom pool. Fantastic Star Fish Market bar with an awesome ambience and great food, a perfect place for dinner (that is if you don't mind getting your steak served first, with side dishes and drinks to follow half an hour later).

But overall I very much doubt I would advise this place to anyone or ever return here. Marriott in Yalong Bay is a much safer bet, if you head for Hainan.

  • Stayed April 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank AnnaS_HK
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Singapore, Singapore
Level 3 Contributor
20 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 30 helpful votes
Reviewed March 23, 2014

A big thank you to Will (Manager) who attended to me when I was checking in. Tried his very best to converse in English, 5 stars to his ability for offering me a nice upgrade (a slight increase in price) to the 2 bedroom villa. I originally booked 2 separate rooms for a party of 6 persons. The villa was amazing, it was indeed an unexpected surprise with all the bells and whistles. There is even a Bowers & Wilkins soundbar in the living room but I could not get it to work. The private pool was the winning factor and the favorite chill out place in the villa. The huge tub with jacuzzi function in the master bathroom was godsent. It could fit 3 persons and there is even an outdoor bathing area. A true integration with nature. The buffet breakfast spread was huge and amazing with plenty of variety to choose from. One of the better spreads I had. The grounds were just huge and the pools were simply in the biggest form that I ever encountered. One of the winning feature was the sunken bar with multiple stone chairs and tables in the water, very relaxing with a beer in hand or some fresh coconuts.
The only downside is the distance from the airport or the railway station.
Nevertheless, my family had an amazing time and would definitely make a return visit soon with the opening of the largest DFS in Haitang Bay (Aug 2014)!!!

Room Tip: If you can go for the 2 bedroom villa, you will not be disappointed.
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  • Stayed March 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Les317
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Beijing, China
Level 4 Contributor
29 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed March 10, 2014

This hotel was really nice for Marriot Club Elite Member. We were upgraded to a very big suite room in summer last year. Swimming pool was lovely too...

But if you have not a car, you may hard to go out of hotel...

  • Stayed May 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Wenhui W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kuala Lumpur, Malaysia
Level 1 Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed March 5, 2014

We booked a family holiday in Sanya in February 2014 and chose the Renaissance because it sounded like the best option for our family of five, including our three children under 7.

For families, this hotel is a good choice. The adjoining rooms meant we could put the kids to bed and sit up in the lounge in the evenings with a drink or out on our balcony with ocean views.

There is lots to do for children at this resort. The beach is only a quick walk from the hotel and it's a long stretch of white soft sand which was perfect for our kids to play on. The sea is fairly calm to swim in but on the days there was a slight wave, they loved playing in the water. We did visit some other hotel beaches while we were there and the sea wasn't anywhere near as safe to swim in.

The hotel pool is massive. There's a kids play pool and also water slides which our kids played on for hours. The swimming pool is so big that kids can be noisy without affecting other guests that don’t have kids which is great. The other thing we liked is the number of sunbeds around - we never once had an issue getting one to lie on.

There's a kids club at the resort which our three loved. The staff are brilliant and every day they had different activities on offer such as arts and crafts and t shirt painting and shell collecting. There's also an entertainment area where families can go bowling, play table tennis and subuteo or video games and they also run three films at the cinema there each day, one of which is a children's film.

The hotel restaurant and cafés offer a good selection of children's meals both healthy and treats and the staff are really clued into looking after children. They automatically bring out kiddie plates and cutlery for them at meal times and have plenty of high chairs and all the staff really looked after our children well.

All in all, this resort gets a big thumbs up for families. Yes, it's a bit further out from Sanya town but there's a free bus into town put on by the hotel several times a day and to be honest, I'd rather stay there and have all the family creature comforts and activities than be right in town and have to go out to find things to do for the kids each day.

  • Stayed February 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Toddbottle
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Peregian Beach
Level 6 Contributor
143 reviews
84 hotel reviews
common_n_hotel_reviews_1bd8 90 helpful votes
Reviewed March 4, 2014

I loved this resort, I was here for work so not any time for leisure but the staff and resort were lovely and no problem communicating in English. The place is huge, the grounds are massive and I understand the pool is the biggest in Asia. My room had a gorgeous ocean view (well worth the money so make sure you book this room type), breakfast was superb with heaps of both Western and Asian options. Plenty of little spots to eat and the Star Fish by the pool is the pick of the bunch.
Great rooms, excellent size with nice comfortable beds and pillows. There is even small outdoor day bed on the balcony.
Didn't get out and about, from what I understand there isn't much around the area so if you want to lay by the pool and be pampered this is the place!
Highly recommended.

Room Tip: Make sure you book an ocean view in a block that is close to reception, otherwise things can be a li...
See more room tips
  • Stayed February 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Terri S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London, United Kingdom
Level 4 Contributor
26 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
Reviewed March 1, 2014 via mobile

This hotel kind of grew on me. Initial impression was one of mild disappointment but after our first day, I started to like the place. I am sure there are better and more luxuries hotels in Sanya but if your budget strecthes only to Renaissance, go and book this hotel -you will not regret it.
Things I liked:
- excellent staff
- well maintained gardens
- well appointed rooms
- good food that comes at reasonable prices
Things I did not like:
- the room had a weird smell when we checked in. After airing the room for a day or two, it was gone
- the double bed was made noises at every move and was somewhat uncomfortable

Stayed February 2014, traveled as a couple
Helpful?
Thank atreides75
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Renaissance Sanya Resort & Spa

Property: Renaissance Sanya Resort & Spa
Address: No.1 Yezhou Road, Haitang Bay, Sanya 572000, China
Phone Number:
Location: China > Hainan > Sanya
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#3 Top resorts Hotel in Sanya
#5 Family Hotel in Sanya
#7 Romantic Hotel in Sanya
#8 Business Hotel in Sanya
#13 Best Value Hotel in Sanya
#14 On the Beach Hotel in Sanya
#14 Spa Hotel in Sanya
#14 Luxury Hotel in Sanya
Price Range (Based on Average Rates): $
Hotel Class:5 star — Renaissance Sanya Resort & Spa 5*
Number of rooms: 508
Official Description (provided by the hotel):
Discover Renaissance Sanya Resort & Spa, a Marriott lifestyle brand. Explore the spectacular tropical landscaping and pristine beaches with incredible sunsets. Relax and rejuvenate at our exquisite resort & spa located at Haitang Bay on the South China Sea, where Guest rooms offer a choice of breathtaking ocean or equally stunning mountain views. Enjoy the various culinary delights within the resort. Red Star offers international cuisine and evening seafood & BBQ Buffet, where during the winter, the hot pot selection is also available. Star Anise offers Cantonese cuisine complimented by selection of cuisines from various parts of China. While Starfish Market presents Grill & BBQ selection during the weekend & public holidays. For those seeking a venue to chill out before & after dinner. Visit the Lounge at the Lobby with Live music daily from 2130 (Except Sunday) or share your musical talent at R-Place, our sports bar with Karaoke rooms. To rejuvenate your body and spirit, visit our Quan Spa featuring massages and treatments. Other amenities include the fitness centre, kids' pool with slide, R-kids' club with many recreational activities including bowling alleys. Not forgetting our huge swimming pools, where you can always find a quiet spot to relax. Our event facilities feature an exquisite grand ballroom that accommodates 900+ dinner guests and the lawn for 300+ dinner guests. Renaissance Sanya Resort & Spa has the advantage of accessible beach to swim in Haitang Bay. It is only 15 minutes drive to the World's largest duty free mall at the bay by our complimentary shuttle bus and 45 minutes drive directly to the airport. MARRIOTT REWARDS PRIVILEGES Members get extensive discounts & special prices in the restaurants & bars, recreation and spa including all day happy hour drinks in the Lounge & Starfish Bar ... more   less 
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Also Known As:
Renaissance Sanya Resort And Spa
Renaissance Sanya Hotel Sanya
Renaissance Sanya Resort & Spa Hainan

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