The St. Regis Sanya Yalong Bay Resort

Comentarios destacados

• 368yvans

  08 septiembre 2020
  Very poorly managed hotel

  I am a Platinum Bonvoy member and stayed last week at the St Regis Yalong Bay. Before that, me and my family spent 8 fantastic days at the Marriott Yalong Bay and decided to add some days at the St Regis. This was a terrible mistake. I had booked 2 rooms for at a total of 8 nights at the St Regis. I have stayed in St Regis in Bangkok and in Singapore, which were fantastic, with professional, dedicated and committed people and staff, great food experience and a real care of the customer. The St Regis Yalong bay was nothing the like, it is a shame to St Regis brand and a disgrace to Bonvoy. 1. Breakfast for Platinum Members: When I booked my rooms I chose the rooms including breakfast for two. Having not been in hotels since 8 months because of COVID 19, I had forgotten that I had free breakfast as Platinum Member. When I went to the Marriott this was corrected easily, and the amount for the breakfast was deducted from my bill directly. However, when I called the St Regis before my stay to inform them accordingly to do the same they told me it was not possible and that I had to cancel my room and re-book it with the actual new price, which we mean I would pay actually more than the price I paid initially. When I arrived at the St Regis I asked again about this issue and they said they would look into it, but finally when I checked out they said it was not possible and refused to deduct the breakfast from the bill. I dont think this is customer friendly and customer oriented at all considering it is very easy to calculate the daily breakfast cost and deduct it from the overall bill. 2. Double Standards for Butler services: When I went to the first room for which I got an upgrade to a Suite, a butler came with us and showed us the room, however when I came for the second room, a simple one, 2 days later, the butler took us only to the elevator and off you go, he left. He did not tell us anything about the room or whatever benefits we were entitled to. 3. No information: There was no information provided on arrival about what the Hotel was offering, especially no information about the Platinum members benefits. On the opposite at the Marriott and other hotels, I have always been given a sheet explaining what the hotel was offering and what benefits the Platinum members could enjoy in addition to explanations from the staff. 4. No benefits for members, no incentives: The hotel has no lounge for the members because it is a resort and does not provide anything in compensation for that to the contrary of most other hotels. In other hotels at Yalong bay, you get happy hours, free usage of toys for the kids at the swimming pool, one free afternoon tea for 2 people, etc. Here at the St Regis you get absolutely nothing. The waiters didnt even understand what a Happy Hour is about, even though me and my Chinese wife were explaining it to them in Chinese. 5. Rooms not clean: When I entered the room, there were still hairs on the floor in several areas. The toilet smelled like urine. There was a smoked cigarette on the terrace floor next to the chair. This is absolutely unacceptable in regard to hygiene and room cleaning standards, especially considering I had a 2.5 year old child with me. 6. Members discounts: Bonvoy members enjoy usually a 30% discount on the F&B in the hotel except for some specific food or special offers. The first day we went to the restaurant near the beach and we asked about the discount to members, we were surprised to be told that here we would have to buy for 10 USD at least in order to benefit from the discount, so we said that by buying 2 coconuts at 38 RMB each we should reach that amount and the waiter said yes. The next day we ordered 2 coconuts on the beach and were told that the discount didnt apply, we asked why and were told that it is after the discount that you must reach at least 10 USD, and then the manager said on the phone it was a 100 RMB threshold. At that point I got upset and canceled the order. In a good hotel, professional and well trained, the waiter would have reported the incident to the manager who would have taken actions to come and see the customer to solve the issue. Nobody came because nobody cared. 7. Breakfast: St Regis is a category 6 hotel in Bonvoy, hence it is supposed to be the top. The breakfast was pretty much similar to what you get in category 4 hotels. Nothing amazing there. 8. Unmotivated staff: The only motivated and smiling staff were the cleaning ladies, the rest of the staff just walk around wondering what they are doing there. In a hotel of this category there should be a dynamic and energy of the staff towards the guest to look after them and not just wait there simply and being unable to answer simple questions. 9. Smoking in the hotel: People were smoking around the swimming pools, next to us and to our child and other peoples children. People were smoking inside the hotel at the elevator 2 meters from the Kids Club entrance. Nobody said anything to these people. We asked the staff at the swimming pool who told us that it was allowed to smoke around the swimming pool which is very astonishing knowing that public areas in China are forbidden smoking. We asked again the reception when we left and they said it was not allowed to smoke in the hotel and around the swimming pool, so we asked why these people were smoking then. The staff answered it was difficult to tell them to no smoke In other hotels we have been in the same area, it is much more simple, if you smoke, someone tells you not to and thats it. So what is wrong with the St Regis? Is it allowed or not? If it is then how do you comply with the Chinese local regulations regarding smoking in public/common areas and if it is not allowed, how come you dont do anything about it? This was the first and the last time me and my family will go to this St Regis that apparently understands nothing to management, marketing, customer care, customer service and customer satisfaction. This message will be posted on Chinese platforms as well in Chinese to make the Chinese customers aware of where they are going.

  

• HighHeelsOnly

  20 septiembre 2020
  Spectacular vacation

  Not being able to travel abroad, it was decided to spend a holiday at Sanya. Being a Marriott Bonvoy Member, first choice was St. Regis Yalong Bay. Pre-arrival Ive received an email from my Butler asking my preferences and anything that they could do to enhance my stay. Isnt it wonderful? Hotel is overwhelming you on the arrival, beautifully decorated spacious lobby, sea view and massive green area gives you the feeling understanding of here we go, holidays started!. Weve been invited to seat down during check-in, which is extremely convenient after the flight and the heat you just come out from. After all the details were confirmed, our vacation been thoughtfully orchestrated by The St. Regis Team. Weve been guided to the room, where butler explained us anything we might need and look for. Weve booked Marina View, facing the sunset and green mountains. The view is outstanding! Our breakfast has been appointed at Driftwood with mini buffet and hot dish selection from the menu. You can start your day with Champagne and foie gras sitting at the terrace and watching peacocks. Hotel has several pools but we ignored it and went directly to the white-sanded private beach of the hotel. Although the swimming area is limited (Should be regulated by law as Ive seen it everywhere in Sanya) its large enough to feel the depth and have a good swim. Staff service was warm and we felt in good hands, especially would like to mention Mr Frank, Lin Liu, Sandra and Driftwood team to make our stay fabulous!

  

• Christina_M_00

  19 diciembre 2020
  Amazing place to relax and unwind in style!

  Spent 5 relaxing days in the St. Regis Sanya Yalong Bay. Enjoyed the location, the food, the view and above all the service. A big thank you to the outstanding GM Richard and his entire team - Volha and Akim and all the others. Such a pleasant experience. I will definitely come back.

  

• DrTrvlr

  23 febrero 2021
  A Nice Get-Away

  It was overall a nice experience. We travelled to Sanya to escape winter from Shanghai and we chose St Regis because of the brands reputation. Arrival was great with a grand entrance overlooking the mountain/marina. Check in was smooth and we were upgraded to Ocean (partial) View as Elite Member. We were greeted by Akim, the Butler/Concierge who took care of our stay all through out which was amazing! He was professional and even assisted us beyond our expectations. Cons though was that we booked a package that included free minibar but the minibar was only sodas (in cans), and nothing else. The food at the Driftwood was below our expectations, the only item we liked was the Driftwood Salad. However, the service there was impeccable and staffs were very attentive. The size of the room was large and the layout was convenient.The luxury feeling was enchanted by the marble features. The beach had suffered a natural damage thus was not very appealing to us. Nonetheless we had been compensated by the two pools (one of which is heated) with the view overlooking the ocean! One more plus was the nice mermaid show, clever idea!

  

• Bob12berlin

  12 marzo 2021
  Great rooms and Yalong bay

  Had a short stay. Frankly the rooms are super comfy. Ocean view from balcony is amazing. To me the pool and and grounds leave much to be desired for a top rated hotel. A special mention to Akim, our butler. Very efficient guy, always ready to go extra mile to make our stay comfortable.