Xiangshui Bay Marriott Resort & Spa — Hotel in Hainan Island

Every experience with the staff seemed to be negative. We did not feel as though we were valued customers during our stay.

At check-in, I inquired about a possible room upgrade (Gold Elite benefit) and was quickly told that upgrades are not allowed when booking with award points. Calmy, I had to explain I had experienced many upgrades (when available) at Marriott properties in China. Additionally, there were very few people staying at the hotel, so I was confused as to why he did not want to consider an upgrade. Defending myself, I listed the Marriott properties that I had received the upgrades at when booking with award points. The interaction ended with an upgrade on the 6th floor, which we appreciated. The attitude we received while asking about an upgrade was unpleasant.

Once checked-in, we called down to the front desk to inquire about our complimentary amenities. We asked if we could have a bottle of wine as one of our complimentary amenities. The front desk said there was no such thing. Again, calmly I had to explain that the Marriott website states, "Book directly to choose two complimentary amenities at check-in. Select a bottle of house wine, late check out or a food and beverage credit." Next, my wife spoke over the phone in Mandarin. She read the text from the website in Mandarin. We were told there is no such thing. I couldn't believe it; IT'S ON THEIR WEBSITE under 'highlights.' (https://www.marriott.com/hotels/travel/syxxb-xiangshui-bay-marriott-resort-and-spa/)

Again, it felt like another argument. Next, they sent a worker up to take a picture of the webpage to prove we were telling the truth. How bizarre, they took a picture of their own webpage! I was confused, couldn't they look at their own webpage without sending someone to the room? The worker left and came back a while later with a bottle of red wine. It was another unpleasant experience with the staff.

I received a strange email one day after my stay, stating that I had not paid for my room. This was not possible, as I had paid in full through the Marriott APP with my credit card. Again, frustrated, I had to defend myself by taking a screenshot of the payment receipt and sent it back through email. No apology was offered, and I had to send another email asking for the e-folio. It's been over 7 days, and I have not yet been awarded nights or points for my stay. The service we received was appalling and not up to...

It was my second visit to XiangShui Bay Marriot since I had last stay in January 2018. I actually had been to many popular bays and hotels in the 15 years. I love the suite very much espeically the South section of the hotel and it is not that crowded compare with many other hotels and resorts in Sanya and Hainan. The suite room is very spaciousand value for money. The view of ocean is fantastic. My children and myself also love the swiming pool and all the children facilities very much. The hotel staff are very friendly and helpful, they tried their best to help. The restaurant manager Christine Wang even remember me after almost 10 months. Chef who may make many delicious noodles is also welcomed by the guests. Jacky Lin from front office gave me a call one day before I depart for Sanya asking me all the information I need and answering all my questions. As it was the Chinese National Day long holiday period, there are many guests checking in and out every day. But Lori, the lady checked out for me was so patient and professional. So I did felt at home. I will definately come back with my...

Today is the last day of a great vacation. Since I am an employee of a travel company and rested with my family, I evaluated everything from a professional point of view.I liked the hotel because of the large territory, wide beach and comfortable rooms. Rested in the north tower in the rooms Superior Harbor View. South tower under reconstruction. The hotel is suitable for a quiet measured rest. If you want to get rid of the bustle of megalopolises and see fewer people - Marrriot is for you. I recommend the hotel management put the breakwater at the sea - this will significantly increase the number of guests from Ukraine. We would like to express special gratitude to the employee of the Island Kitchen Restaurant - Leo Lu, who every day of our stay at the hotel tried his best to help, answer all the questions and was very friendly. We recommend the hotel management to appreciate and encourage such staff. This level of service...