神州半岛喜来登度假酒店 — Hotel in Wanning City

First of all it is a great design of the hotel and the rooms, spa and golf field. But, unfortunately, this hotel is nothing more can be proud of, especially about service and management. Ten days of our holiday were spent in this hotel. It should be noted that no have any entertainment, as is common in beach hotels. Working bar just in the lobby. The beach bar and lounge bar was always closed. The lobby bar, with electric piano, no singers. Each day, the piano plays the same melodies. No any fish barbecues or dinner buffets, only a limited menu of Feast or Chines restaurant. The beach activities is only a volleyball net and a soccer goal. Also, four days of our staying were lost due to the wedding party. At first day came to visit so many wedding guests... On the second and third day of the arranged place for the ceremony in the middle of the central area by the sea. Heaps of garbage, ancillary materials and wedding's workers. Finally the ceremony burst into hotel's life at not looking to life of hotel's guests! Smoke of barbecue near the pool and the explosions of fire-show. Fire-show set so close that the hotel's side with our room was in the smoke for about 15 minutes. The garbage after barbecue was in the grass till to our check-out from the hotel! And of course the music late into the night of wedding party!... Yes, we called the guest service about 12pm to slowly a music, but of course it was to no avail. But why hotel's guests were not even warned about this outrage? Why no have any sorry or little understanding for hotel's guests which outside of wedding party? And why for wedding party was using a public area, not a ballroom as in other hotels? One day late after this, then we was ready to have a rest, but hotel's management made a decision to conduct sanitary treatment at the hotel... it looked as they wanted to eradicate all remaining hotel's guests of the hotel. A terrible stench poison lasted three days. Again, no warning from the management! And goodbye to the great hotel - in the nearby room occupy the security staff. At first they put a big metal equipment in front of our sea view... We asked guest service to move it, it was moved inside to their room. Thank you. Then we could not sleep till 3 morning, because security staff begin to move the furniture, thundered on the balcony iron objects and listened to music. We were forced to call in a guest service with a request to come to our room and resolve the situation. The manager came after 40 minutes and several calls. After our requests the thunder had stopped, but it was hard to sleep. Late morning we got "sorry" and 3 hours before our check-out we got offer to move to another room... No words. The hotel was empty, and if security was need a room nearby with us, why we did not get this offer some early? it was difficult to understand. Hotel's managers observed how many equipment has been brought to a nearby room with us and did not even bother about our vacation! In short, an unpleasant experience. Vacation was ruined. We hope that such a beautiful hotel will become a good general manager who will establish the work of staff and will give its guests a pleasant stay, not...

Difficult times but Come on and pick up service mentality. Either lack of staff, hiring too low level or not enough training. My assessment is the 1st two. ||-- 2 stars reason --|1) Wake Early No Show by Hotel : this morning got all the kids up early which is not easy! We paid for the room package with a family photo. I don't care if it's a 3rd party, it's your package. Called the guy and claimed his car was broken whilst at the same time confirming if it was this morning. With an extreme level of suspicion who would believe? Told him to get a taxi but with no avail. I live in China there are car services everywhere!||2) Ignored at b'fast: this was a pleasure. Every morning egg station is unmanned which I can only assume is ur attempt at doing less work. So today I was brave and tried to order and was told to wait. I'm ok with that. But then proceeded to wait 5 mins whilst one guy continued to cut excess fruit. Another was bulk cooking eggs which is easier for them (was already a supply on the table). Had to raise my voice to finally get someone to help and start cooking an omelette. A fricken omlette. Side note waiting for a table because of Reno I'm ok with. But again everyday ask for knife and fork several times before I get one and I speak Chinese||-- 3 stars --|3) Lying to me : Beach resort told not to go in Ocean : yes you heard right. I come to a Beach resort to be told not allowed to go in the ocean. Please don't lie to people! I subsequently found out that the beach does not belong to the hotel. Attempting to skirt all responsibility I understand, it is China (including having to sign a disclaimer form before my kid even went into the swimming pool! First time ever in my history of staying in 5 star hotels. Sheraton management pls take note!!! Is this normal or even legal? What a great guest experience. Pls enjoy our pool but I exempt Sheraton of all responsibility what so ever. Wow! Never in my life have I seen this). Re beach what u wanted to say was : the beach is unmanned and not part of hotel. We can not take any responsibility. We have a flag system to advise guests. This I accept. Don't lie to me please. |Also internet is sooo slow! Couldn't even complete a conference call. ||-- 4 star --|Rooms are good. A few years gone by but that I understand. Would have been good if they actually put the cushions on the chairs etc before we checked in. But I guess I can do this myself. Pool is also too hot, although I'm not sure u can do anything as it's hot in Hainan. ||-- 5 star --|Kids activities like a lot of places in China are very good. The pool layout is nice. Dinner on beach was a pleasure. Concierge were very nice and helpful. Housekeeping was also great. Lovely location and potential||You get a 2 star for making me wake up early and a no show (anyone with kids would share my pain), ignoring me at breakfast, and lying to me about not going in the Ocean at a Beach resort! I'm an adult treat me as one and I will also treat your staff with the same respect. But I guess I will get the normal stock...

Difficult times but Come on and pick up service mentality. Either lack of staff, hiring too low level or not enough training. My assessment is the 1st two. ||-- 2 stars reason --|1) Wake Early No Show by Hotel : this morning got all the kids up early which is not easy! We paid for the room package with a family photo. I don't care if it's a 3rd party, it's your package. Called the guy and claimed his car was broken whilst at the same time confirming if it was this morning. With an extreme level of suspicion who would believe? Told him to get a taxi but with no avail. I live in China there are car services everywhere!||2) Ignored at b'fast: this was a pleasure. Every morning egg station is unmanned which I can only assume is ur attempt at doing less work. So today I was brave and tried to order and was told to wait. I'm ok with that. But then proceeded to wait 5 mins whilst one guy continued to cut excess fruit. Another was bulk cooking eggs which is easier for them (was already a supply on the table). Had to raise my voice to finally get someone to help and start cooking an omelette. A fricken omlette. Side note waiting for a table because of Reno I'm ok with. But again everyday ask for knife and fork several times before I get one and I speak Chinese||-- 3 stars --|3) Lying to me : Beach resort told not to go in Ocean : yes you heard right. I come to a Beach resort to be told not allowed to go in the ocean. Please don't lie to people! I subsequently found out that the beach does not belong to the hotel. Attempting to skirt all responsibility I understand, it is China (including having to sign a disclaimer form before my kid even went into the swimming pool! First time ever in my history of staying in 5 star hotels. Sheraton management pls take note!!! Is this normal or even legal? What a great guest experience. Pls enjoy our pool but I exempt Sheraton of all responsibility what so ever. Wow! Never in my life have I seen this). Re beach what u wanted to say was : the beach is unmanned and not part of hotel. We can not take any responsibility. We have a flag system to advise guests. This I accept. Don't lie to me please. |Also internet is sooo slow! Couldn't even complete a conference call. ||-- 4 star --|Rooms are good. A few years gone by but that I understand. Would have been good if they actually put the cushions on the chairs etc before we checked in. But I guess I can do this myself. Pool is also too hot, although I'm not sure u can do anything as it's hot in Hainan. ||-- 5 star --|Kids activities like a lot of places in China are very good. The pool layout is nice. Dinner on beach was a pleasure. Concierge were very nice and helpful. Housekeeping was also great. Lovely location and potential||You get a 2 star for making me wake up early and a no show (anyone with kids would share my pain), ignoring me at breakfast, and lying to me about not going in the Ocean at a Beach resort! I'm an adult treat me as one and I will also treat your staff with the same respect. But I guess I will get the normal stock...