Sofitel Sanya Leeman Resort

I am writing to express my disappointment with my recent experience at your hotel, the Sofitel Sanya Leeman, as well as to provide some suggestions for improvement. I am a diamond member of Accor hotels and have stayed at the Sofitel Sanya Leeman several times. I have always been pleased with the service and amenities provided, however, on my recent stay, I encountered a persistent problem with my reservations. On multiple occasions, I have found that my guest information, including my Accor membership level and corresponding benefits, were not confirmed properly upon check-in. This has happened on 7 separate occasions and there were no notes in the system to indicate the issue had been addressed. Furthermore, after providing feedback in the hotel official wechat fan group, I was shocked to find myself being removed from the group without any proper reason given. As a service industry, I believe that hotels should actively encourage customer feedback and address any issues that may arise in a timely and professional manner. I understand that mistakes can happen, but I expect a higher level of service from a hotel of your caliber. I hope that in the future, the Sofitel Sanya Leeman will take steps to ensure that these issues are addressed and that guests are treated with the respect and attention they deserve. I would appreciate a response to this letter and the assurance that steps will be taken to ensure that such issues do not occur again in the future. Thank you for your time and attention. Sincerely, Zeng Cheng

Sadly, this experience did not live up to expectations. We picked Sofitel because it generally has a great reputation, but this resort is Sofitel in name only. It wasn’t their fault that Covid made it stressful or that it has seriously hurt the entire island, but what made it worse was the massive language barrier, being ignored by hotel staff, constant confusion and communication issues, a very mediocre breakfast buffet, no swim up bar service, and no good restaurant options (the Thai place is mediocre at best). It quickly became apparent that their seems to be no leadership here, no GM, and no quality control. All in all, I left feeling extremely disappointed, wouldn’t stay there again, and would certainly not recommend it to any friends.

During the pandemic it's even more important to have a hotel whose communication is transparent and fair We've seen many hotels in Sanya and Sofitel is by far the best (facilities&food). moreover, the service far exceeded our expectations - special thanks to Joly&Angela: You've given us a relaxing vacation!

We arrived late in the morning and after a short wait we could already move into the room. The room was clean and spacious with a good view of the sea. In direct comparison, I find the view and the layout of the rooms of Grand Hyatt better. The pool area is large and has many places where you can relax. The sunbeds are in good condition. The beach is not really inviting. Due to the fact that the small island of Wuzhizhou 400m away from the hotel went into lockdown, as well as some areas of Houhai, we decided to take the precaution of leaving again in the early evening. The check-out went smoothly and the already paid full amount for all nights was refunded although we had used the room, even if only limited. This is what I call courteous and service-oriented. If we travel to Sanya again, we will go back to the Sofitel for this reason. Thanks.

Sofitel is Sofitel. I always say this when staying at one of these hotels. From your arrival to the most beautiful entrance, welcome drinks and smiles from the staff, there is no better service than this. The staff member Emma went far beyond to help us and cater for our needs as well as with information. Food. We are platinum members, so we can use their club Mil……. The food options there are really limited for afternoon tea and dinner, but it’s honestly more for snacks than anything else. The food was always good, and in the lounge staff, Elaine, Cindy and Delia were soooo nice, and I mean super nice and provided top-notch service. Now I want to mention Zora!! Wow, wow, wow is just a part of how I can talk about her. Her excellence in service, smile and the cocktail-making skills is faaaaaarrrr above anyone else we encountered. She was in all aspects, the most engaging, friendly and fantastic staff member. Even when she was busy, she would come to greet us and ask what we needed. Really I can’t express more how amazing this jewel of a person is!!!! Breakfast was great with many options and really delicious food. We also did the dinner buffet, and the food was great with excellent service and thanks to Mike for your service. So much delicious food, honestly. Pools. There are a total of 6 pools spread out throughout the resort. Maybe more hidden ones. We spent most of our time at the beach pool which was so nice, and mid-day, there were always chairs, so great time to relax and towels at the pools as well as water which is a nice touch. Rooms! The room beds were so comfy!!! The rooms were spacious, and the sea view we had was stunning. We also stayed in a suite room for a few days, and that was even better and more amazing!!! Cleaned well and very comfortable. Beach. The beach you can’t swim in but is so pretty to walk around on and the sand is just so soft! Honestly, I just want to return to this resort again if I visit Sanya.