The Westin Sanya Haitang Bay Resort — Hotel in Sanya City

As a VIP member, the reason for writing this letter is due to the disappointing experience and service I have received during my stay from 2021/02/11 to 2021/02/14. I shall explain the terrible experience in the below information.||||To reduce the risk of Covid-19 transmission, my wife and I have decided to celebrate our honeymoon by staying in your hotel in Sanya Haitang Bay instead of travelling overseas. After confirming the booking, I have received an email from the Experience Specialist Ms H with information mentioning the special offers provided to us as the ‘VIP members’.||||As the exchanged emails, I have clearly mentioned that we are travelling to celebrate our honeymoon and expect to receive high-quality service, which your hotel normally provides. In the emails, services such as simply decorating the room was offered and promised. Due to the event's importance, I have also called the hotel to double-check if things were organised as the planned arrangements. Therefore, I have always believed that the upcoming experience would be as good as the previous ones. But unfortunately, not a single thing was ‘right’ or considered as ‘satisfying’. We did not receive any promised or mentioned offers.||||We have checked-in 2 hours late due to the traffic but informed of the delaying arrival. After checking-in, my wife and I have walked into our room filled with anticipation; however, we were totally disappointed. The room had a mouldy smell, was not decorated as promised, there was no welcoming fruits or drinks, and the ocean view room was not even considered a room that obtains ‘ocean views’.||||Due to the major difference to our expectation (which we were only expecting the promised/offered or even standard service that we’ve usually receive), we had to visit reception and figure out whether there was a mistake. However, after speaking to Ms. H (VIP Service Manager/ Experience Specialist), the given reason was a simple ‘didn’t have enough time to prepare the rooms as requested’. And||||Under the premise that we’ve been late for 2 hours, we believe that there should be extra time to complete the promised offers. Or even to mention the situation during the check-in stage. This makes the reason unacceptable, but Ms H left the reception without sorting our unsatisfaction.||||Due to the planned schedules we have and the endless wait for Ms H to return, my wife and I have decided to leave for our event and return afterwards. We received a call manager’s phone call during the afternoon, telling us that we can to change rooms, just see reception when we returned to the hotel. Although the start of the experience was not pleasant, we were glad that there were some rearrangements.||||||Therefore, my wife and I have visited reception on our way back to the room to swap for the new room keys. But surprisingly, the receptionist told us that NO ONE MENTIONED THIS. We don’t understand why there was an issue for the manager to mention the upcoming changes to the staff members working on that shift. Hence, we kindly asked if it was possible to check our booking details, and the receptionist could not even find the correct room type we were staying in. We have further waited patiently for over 20 minutes and finally got the new room key.||||All these unpleasant experiences mentioned above have happened only in a few hours, between us checking-in at 4 pm and us returning from the event at night. Furthermore, the following days were as unbearable as the first day.||||We did not receive our VIP membership discount while dining in the cafeteria in the Hotel, which the waiter had explained to us that was a command from related departments. Moreover, there were two coconuts in the little fridge in our room, which was leaking, and the coconut juice was all over the place. The housekeeping team took all the shampoos, conditioners and body washes and left us a used razor, which didn’t make any sense. The robot in the hotel even hit my wife while moving, which gladly no serious injuries were caused.||||It was the most awful and dreadful experience staying in one of a hotel under Marriott Group.||||And so many thanks for destroy our Honeymoon vocation...

Excellent Westin resort by the sea ! Stayed 2 nights at this brand new Westin resort in early November 2013. First, as every time a new hotel opens, it's normal that there are few things who are still underway, new staff, restaurants/bars under construction or just not open (pool bar), not too much customers ... It's ok, I was here to enjoy the sunshine + the beach anyway.

The architecture and design of this Westin is great, very fashion and trendy, nice colors + materials as well. Good job guys !

Now concerning the location, it's about 45 minutes away from Sanya airport, taxi or bus #33 (10 rmb) who leaves you in front of the Westin. Now, on the way back, from the Westin to reach Sanya airport with a contracted private car it's 170 rmb or downtown Sanya one way, it's 120 rmb. Didn't see any bus stops around. Like any other resorts around this area in Haitang Bay, you are far away from downtown Sanya, nothing around the hotel until now, everything is under construction, no shopping malls, no convenience stores, no coffee shops,... So basically, you are here to enjoy with your family or with your couple, so you have no choice to eat/drink here at theirs 3 restaurants and 1 bar. Food was good as well as the breakfast. There is only one small convenience store next to the swimming pool, they have only little selections of snacks (chips, ice cream,..) but no soft drinks or alcohol drinks.

Now concerning my room, it was huge and modern as every Westin have been recently. I got even a balcony facing the pool + Ocean view. Everything was perfect. Nothing to complain about. You will love the big white bath to relax into it. They got free movies on TV, bad part, you have to pay to get the wifi in the room, free wifi everywhere else (lobby, restaurants, gym, swimming pool and even the beach).

The beach was nice and clean, a lot of big waves, be careful if you swim here. You have 2 guards checking for you in case. There are 2 swimming pools + as well a volley-ball court. The gym has everything to work out and all the machines are new.

The staff at the front desk + as well in all the restaurants was ok, some were smiling, some not, some had some experiences of working in a hotel , but some you could tell, they didn't know anything at all. Anyway, it's a new hotel, so... There were a lot of Chinese guests, not too many international guests, actually, I was the only Caucasian there, but after all, we are in China.

Conclusion, a nice resort who is still underway to officially opens anytime soon; in a near future when everything will be open here and around the resort, it will be a perfect place to enjoy with the family or with...

I recently had the pleasure of staying at Westin Sanya, and I can confidently say it exceeded all expectations. From the moment I walked through the doors, I was warmly welcomed and treated with genuine care and professionalism.The rooms were spotless, modern, and incredibly comfortable. Every detail, from the plush bedding to the ambient lighting, was thoughtfully designed to provide a relaxing experience. The amenities were top-notch, and the location made it easy to explore the city while still feeling like a peaceful retreat.But what truly made my stay unforgettable was the outstanding service—especially from Ella Chen and her team. They went above and beyond to ensure everything was perfect, offering personalized recommendations, quick assistance with any request, and always greeting me with a warm smile. Their dedication and hospitality truly stood out and made me feel right at home. She even arranged for my daughter’s birthday celebration and helped to ship back some stuff we left behind. In fact, the whole Westin team was very affable and it was a pleasure to be staying there.I highly recommend Westin Sanya to anyone looking for comfort, elegance, and impeccable service. I will definitely be returning on my next trip!Thank you again to the entire team—and especially Ella Chen—for making this such a...