Mandarin Oriental, Sanya — Hotel in Sanya City

Complaint Regarding My Stay at Mandarin Oriental Hotel SanyaI am writing to express my deep disappointment and dissatisfaction with my recent stay at the Mandarin Oriental Hotel in Sanya. As a loyal customer and someone who had been looking forward to this post-Covid family trip, I must say that my experience fell far below the expectations I had for your esteemed establishment. The series of incidents I encountered during my stay has left a lasting negative impression.Firstly, upon checking into my room, I discovered that the bath salt had been used, indicating a lack of attention to detail in the room's preparation. This immediately made me question the overall cleanliness and hygiene standards of the hotel.Secondly, I was appalled when my mother was almost hit by a golf cart while we were moving around in the hotel. The incident left us shaken and concerned for our safety. It is absolutely unacceptable that such a dangerous situation could occur within the hotel grounds, which should be a secure and protected environment for guests.Furthermore, I must address the lack of professionalism displayed by the manager on duty who approached me to apologize for the used bath salt. Not only did the manager fail to address the issue promptly, but they also referred to me by the wrong name, which demonstrated a disregard for customer service and basic attentiveness. This level of carelessness only served to exacerbate my disappointment.Even worse, when I reported my grievances of the bath salt to the hotel staff, they sent me two unwrapped cakes that appeared to be in a sorry state. The cakes were clearly an afterthought and lacked the quality and presentation one would expect from a renowned hotel such as Mandarin Oriental. This gesture not only failed to rectify the previous issues but also displayed a lack of consideration and effort.Additionally, the behavior of the concierge staff was highly unprofessional. Throughout my stay, they consistently neglected to greet to guests and instead indulged in playing with their phones. This type of behavior creates an unwelcoming and impersonal atmosphere, which is a stark contrast to the exceptional service one would expect from your establishment.Lastly, the incompetence of the butler assigned to my room was evident in their inability to navigate the hotel mini program on WeChat. Despite my repeated requests, the butler continuously sent me the wrong links, resulting in my inability to order food through the designated platform. Also, I asked the butler to book your spa hotel for me on my arrival in your hotel but did not get any response during my 3 days stay. This level of ineptitude further exemplifies the lack of proper training provided to the staff members.My family and I had been eagerly anticipating this trip, hoping to create cherished memories. Instead, our experience at the Mandarin Oriental Hotel Sanya was marred by a string of disappointments and subpar service. The incidents I have outlined make me question the internal staff training and overall commitment to providing a superior guest experience.I trust that as a reputable establishment, Mandarin Oriental Hotel Sanya will take immediate action to address these issues. I kindly request a thorough investigation into the matters raised and appropriate measures be implemented to ensure such incidents do not recur. Furthermore, I expect a sincere apology and a gesture of goodwill to compensate for the inconvenience and disappointment caused...

We travelled to Mandarin Oriental Sanya for 10 days for half term. When we initially booked the hotel, we thought we would miss the typhoon weather and luckily managed to get a few days of sunshine before the torrential downpour. The sun was coming out again on the day we left and we were able to get our flight home.||The kids made the most of it. Water slide was working, lots of floats for the little ones to use. The gym room was great, no pull up bars though. Games room, arts room with clay making and canvas art for the creative ones and babysitting service for smaller ones. A little slice of heaven that you call peace! Morning activities with sifu include Tai Chi, Yoga, and afternoon Kung-fu available for your well being. Don't expect to be working on your laptops when you are here.||On arrival, you have the buggy - on call, all day to transport you and your luggage to your room and any other time you require. We also met Gavin, with good communication skills when he ordered us a cab. ||What made this place exceptional was possibly the Spa experience. Special mention to Amber and Judy for the delightful aromatherapy massage. Amy, for making us feel most welcome. It was truly, an amazing ritual of relaxation. ||Breakfast was incredible, daily handmade pastries, freshly squeezed juices, Chinese cuisines of noodle soups, congees, delicious stir fry, lobster wontons, dim sum dumplings and homemade buns. Fresh fruits and salads available and off course the full English breakfast. Waking up to this every morning was no trouble at all. ||As the weather turned, the option for the Pavilion evening buffet was brought inside to the breakfast dining area. We ate here twice, once outdoor and once indoor. My partner does not enjoy eating at buffets, but the kids prefer this one for options; especially the ice cream and desserts! We would have liked to have seen some labelling on the food, but there were none on both occasion. The food is nice here, but note that, all the meat skewers and lobsters at the grill are quickly whisked away once they are cooked. So it's typical behaviour of a all you can eat buffet! Maybe we arrived the second occasion at peak time. There were only two grills going and not cooked fast enough for its audience. Whereas, when the buffet is served outdoors, there seemed to be more grills going, it's a better and nicer experience. The manager was really nice and offered us more drinks and desserts to go when we mentioned this.||The other two dining option is Fresh which is another fabulous outdoor eating experience and the Cantonese Yi Yang, where we ate the most. When the weather is bad, both menus is served in the same Yi Yang restaurant. ||Lunch option, you have the outdoor noodle place further along near the Watersport or the Sunset bar, which we also had a few cocktails in the evening. The live singing and saxophone playing was brilliant!||The staff are all very kind, helpful and they work hard. We could see a great deal of effort made to welcome our stay. It could not have been so good if it wasn't for the smooth running of the place especially made by its people. A memorable experience. Thank you Sanya Mandarin Oriental, it was an absolute pleasure to coming...

I stayed at the Mandarin Oriental Sanya from May 18 to 20, 2025, staying in Room 2206 on the first night and Room 8207 on the second. Upon arrival around 5:00 PM, we did not receive the signature seashell necklace that Mandarin Oriental is known for. During check-in, the front desk staff also did not proactively provide basic information such as breakfast hours, dining options, or facility details. Upon entering the room, we noticed that one side of the balcony curtain was missing its wooden draw handle. Turn-down service did not replenish mosquito repellent and failed to turn down the bed corners—details expected in a luxury hotel were noticeably lacking.||||That evening, I called guest services to inquire about a bathtub liner, but the staff member who answered (ID 7175) responded rudely and sharply said, “We don’t have bathtub liners!”—an unpleasant and unprofessional response. Later, we also found that one of the beds had a tilted and unstable leg, posing a collapse risk. The balcony glass had not been cleaned, and due to the temperature difference, condensation revealed visible handprints, which was quite disturbing at night. Additionally, the air conditioning system malfunctioned, and after engineers diagnosed a broken control panel, they had to return to replace it. The issue wasn’t resolved until 12:15 AM, which seriously disrupted our rest.||||The next morning at breakfast, there were flies hovering near the yogurt station, and the yogurt containers were left uncovered, raising serious food safety concerns. After raising these issues to the front office, we were upgraded to Room 8207 and offered a gesture of goodwill—a hat, a fan, and a bottle of sparkling wine—which we appreciated. However, while we were still in Room 2206 that morning, a staff member unexpectedly entered the balcony to water the plants without prior notice, only identifying themselves after we voiced concern. Later that evening, after dining at Yi Yang Chinese Restaurant, we noticed that many framed artworks around the hotel showed visible mold, posing potential health risks.||||Upon reviewing my bill on May 21, I discovered an overcharge of RMB ¥87 for a meal at "Me Mian Lunch" on May 20. Although the front office manager, Jacky, explained it was a pricing error and offered a complimentary dinner voucher, I declined as I currently have no plans to return to Sanya. Nonetheless, it indicates that billing accuracy needs further attention.||||After ongoing communication with the hotel, Director of Housekeeping Joey reached out to me personally and sincerely offered one night's room charge waiver as compensation. I appreciate and accept this resolution.||||While this stay involved a number of issues that fell short of the Mandarin Oriental brand promise, I did recognize the genuine efforts by some members of the management team to respond to guest concerns. I sincerely hope the hotel will continue to strengthen its attention to service details and operational standards to fully uphold the level of excellence the Mandarin Oriental...