Fairmont Sanya Haitang Bay 5 stars

I am writing to formally share my experience during my recent stay at the Fairmont Sanya Haitang Bay from August 2nd to August 4th, 2026. As an ALL Gold member (ID: 68…D), I have always appreciated the standards of the Accor portfolio. However, my check-in experience at this property fell vastly short of expectations, though it was later salvaged by the commendable efforts of another team member. The Check-In Experience I arrived at the hotel around 12:00 PM on August 2nd and approached the ALL Priority line. The associate on duty, Ken Wang, was at the desk. Despite having no guests in front of me, he looked up, saw me waiting, and said nothing. After a minute or two of awkward silence, I had to ask him if I could proceed with check-in. Throughout the entire process, Ken did not offer a single word of welcome, nor did he provide any introduction to the hotel, its facilities, or events. When I inquired about a complimentary Gold member room upgrade, he stated that all rooms were full. I then offered to pay for a room upgrade, which he also denied. Furthermore, his communication was incredibly poor. He spoke in a very low voice, and despite my repeated requests for him to speak louder so I could hear him, he ignored me and continued muttering. He struggled to process my credit card payment, trying three different methods before finally inserting the chip. When the check-in was "complete," he simply handed our passports back without a word. I had to proactively ask him about luggage storage and wait times for the room. When I asked about our welcome drinks, he initially said no. When I showed him the digital voucher on my phone, he simply took photos of my screen without providing any instructions on how or where to redeem them. The Room Issue and Second Encounter Once our room was ready, we collected our keys from another employee. Upon entering the room, we were hit with a strong odor of cigarette smoke that did not dissipate. I went back down to the reception to request a room change and stood at the Priority window. At this time, the three standard check-in windows were busy, but the Priority window was unstaffed. I waited there, assuming someone would assist me shortly. I watched Ken Wang finish serving his line of customers. He looked directly at me waiting in the Priority queue, then turned back to his monitor to chat with his colleagues. I kept waiting as I assumed he still had work to complete. After a while, new customers approached his standard queue, and he began serving them, completely ignoring me. Feeling incredibly disrespected, I approached him and asked why he ignored me waiting at the Priority desk. He dismissively replied that the Priority queue "has no one serving" and immediately went back to his other customers, leaving me standing there without offering any assistance. The Resolution Thankfully, I managed to speak with another receptionist, 杨坤 (Yang Kun). I explained the situation, and he handled it with the utmost professionalism. He kindly offered me a seat, consulted with his Duty Manager, and quickly resolved the issue. Not only did they move us to a smoke-free room, but they also provided a 1-level room upgrade from my original booking. Key Questions and Points for Management I would appreciate management addressing the following points regarding my stay: Standard of Welcome: Why was there absolutely no greeting, introduction, or guidance provided during check-in? As a Gold member using the Priority queue, I was left entirely in the dark about what to expect at this property. Misinformation on Room Availability: Why did Ken Wang explicitly tell me there were no rooms available for an upgrade (even denying a paid upgrade), when 杨坤 and the Duty Manager were later able to provide a 1-level upgrade? Passive and Unhelpful Service: Throughout the entire check-in, Ken’s demeanor was passive to the point of being obstructive. I had to interrogate him just to get basic information about breakfast, events, welcome drinks, and luggage. Having stayed 3 nights at the Ritz-Carlton and 2 nights at the Rosewood just prior to this, the contrast in front-desk hospitality was staggering. Priority Queue Management: Why did Ken ignore me when I was waiting at the Priority window? If the window was closed, why did he not have the courtesy to inform me instead of wasting my time while he was free? Furthermore, why would a luxury property close its ALL Priority lane while keeping all standard lanes open? Commendation: I want to explicitly express my sincere gratitude to 杨坤 (Yang Kun) and his Duty Manager that day. They turned a highly offensive and frustrating situation into a positive one. Their hospitality is the reason my stay was salvaged, and they should be commended for their excellent problem-solving skills. I look forward to hearing your thoughts on this matter and understanding how the hotel plans to address the service failures experienced during the first half of my arrival.

The hotel itself is absolutely beautiful. The rooms are stunning, the bathtub on the balcony is a wonderful touch, the breakfast is very varied, and the pool area is amazing. Unfortunately, the service did not match the beauty and reputation of a Fairmont. When we arrived by taxi, there was nobody there to welcome us or assist with our luggage. We had to wait for someone to come with a trolley, even though we had quite a lot of bags. The “lounge” experience was also disappointing, as it is only part of the restaurant and soft drinks are served in plastic glasses, which is not what you would expect from a luxury hotel. The staff were kind and helpful, especially when we needed information about food ingredients due to our dietary restrictions. A beautiful hotel with great facilities, but unfortunately the worst service experience I have had in a Fairmont.