Renaissance Xiamen Resort and Spa — Hotel in Xiamen

My partner works in the hospitality industry, so I’m sensitive to and understanding of service failures that may occur during one’s stay. Sometimes the property may not even be at fault, yet the onus to remedy the situation still lies on them. Unfortunately for the Renaissance Xiamen Hotel, the way in which they handled their service defaults during our stay warranted a review. Given COVID, a lot of the property’s spaces are non-operational. Room service is very limited and things took a while to arrive to the room (albeit via a futuristic automated robot). These were one of the first issues we encountered and it’s understandable. Once fully-recovered, the property will feature what looks like a solid pool-bar and its proximity to the bay is nice although the swimming water is not the prettiest. The hotel opened last November, so the hardware is still newish. Breakfast is decent. In particular, we appreciated one cook that, when ordering soups, realized we liked our protein and pulled fresh broth with nice chunks of meat from the stovetop for us. The biggest issue we encountered came upon check-out. We were privy to a discount that, despite being checked and validated at check-in, was not applied at check-out. We shared with the team we were short on time, yet they continued to type away on the computer and made calls on the phone. At one point, there were five people behind the counter assisting one of us while the other waited in the taxi. Twenty minutes had elapsed and it was clear communication among the team was subpar. When they finally applied the discount, it was only applied to one of the charges on our bill and the other was left as-is. At this point, we couldn’t wait any longer and left to the train station. We missed our train that day, which was extremely unfortunate given it was October 1 during Chinese National Holiday and everything was sold out. We ended up having to fly to our next destination, an unnecessary and costly expense. The biggest fault I feel was the hotel’s reluctance to share senior management’s communication information. We asked several times for an email address and they simply refused to share it. I’m sure it was not the hotel’s intention to have us miss our train, pay for an extra flight, and not apply our (bonafide) discount. I do, however, find it troubling when a property is unwilling to provide guests a way in which to constructively share feedback. It is because of this that I cannot recommend this property for your next...

Hotel had only been open a few months before Covid hit so our stay experienced a brand new hotel that had been closed for most of the time and many amenities like most were not open.||Staff were friendly and they try hard with English. Managers are great- special thanks to Zoe for all her work and help. ||Rooms are spacious, modern and really nice. Cleaning is good but things were not always replaced like water or cups.||Food is really nice and the buffet is immense. Show you Marriot bonvoy membership for 30% off. However- it was only open Friday-Sunday so for weekdays it was a massively reduced menu in a small Chinese style cafe. Food was good but it’s limited and the hotel is not near the city so other than meituan or Starbucks you’re stuck with it.||The gym is standard but didn’t open till 7am and the bar had fantastic cocktails which closed at 9pm. However every night we turned up at 8:15-8:30pm they’d already closed. ||When it is fully functional with daily buffet, BBQ, pool bar and fully open bar it will be a great hotel with fantastic views and prices. Other hotels in area were so not sure why...

This is a very nice hotel, clean and spacious rooms, friendly staff. The weekend dinner buffet was beyond our expectations especially for that price, it’s a must try thing if you stay at Renaissance. Can say the same about the breakfast, however the coffee could be improved. The only disadvantages could be the location (it’s a little far from all fun places and the beach in front of the hotel doesn’t look attractive for swimming, so it’s only good if you have a sea view room) and the swimming pool is quite shallow (1.2m depth) and small (it’s way overcrowded on the weekend in particular, full of kids yelling, splashing and approaching you if you are a foreigner and screaming HELLO HELLO HOW ARE YOU which is quite annoying). Another swimming pool isn’t a pool at all as it’s probably 0.9m depth and the other one is closed and only available for those who book the room with the direct access to the pool. If we knew it before, maybe we’d consider staying in another hotel. Anyway, we appreciate friendly hospitality and a late check out. It was a good...