Mandarin Oriental, Sanya

Absolutely amazing experience at the MO! From the moment you arrive (and before even, when I called ahead,) the level of service is nothing short of excellent! Every single member of staff is polite, helpful, kind and really goes above and beyond! I had everything I needed and more, and at every step I was made to feel welcome. A few absolute shining lights: Alex at check in who was kind enough to upgrade my room to an Ocean View King, Nicky, Chloe and Ryan at the Sunset Bar were absolutely wonderful - and my poolside dining experience was beyond incredible! Caroline at Fresh (superb dining with the best view) Nick and Dennis at the pool bringing water, snacks and being very patient with my requests for the umbrella to be put up and down. Sunny at breakfast for a very warm welcome. Honestly - I’ve never had an experience like this - the attention to detail, the care, the kindness were just all excellent. The rooms are very comfortable and all amenities are provided for. The fruit plate was replenished and was so thoughtfully and beautifully presented. There are three pools to choose from, all idyllic. I ate at Fresh and the Sunset Bar, and both were amazing. The cocktails at the Sunset Bar are sublime! The breakfast is divine - definitely something for everyone: there are so many choices! The only slightly disappointing part was that swimming in the sea isn’t really encouraged. It’s very rocky and full of coral so not really a pleasant walk either, but the view is lovely. I visited after staying in Yalong Bay, and I will say it was nice to be in a quieter location. I will never forget this stay, and am looking forward to visiting again! Thank you, thank you to everyone at MOSAN!

Enjoy lot Perfect location. Sunrise. clean beach

Relaxing stay and the staff are very attentive and accommodating. The location is perfect for a secluded getaway with a private beach. Recommended for couple and family, kids.

We have enjoy our time in 文华东方酒店 very good service, good food, good weather. Specially mention to Elenali， Roy the life guard, and the 阿姨王朝影very good people, really recommend the hotel!!

Amazing spot, great food and ok room. As everything in Hainan it’s overly expensive and things are left behind without too much care, the private beach is superb.

Complaint Regarding My Stay at Mandarin Oriental Hotel Sanya I am writing to express my deep disappointment and dissatisfaction with my recent stay at the Mandarin Oriental Hotel in Sanya. As a loyal customer and someone who had been looking forward to this post-Covid family trip, I must say that my experience fell far below the expectations I had for your esteemed establishment. The series of incidents I encountered during my stay has left a lasting negative impression. Firstly, upon checking into my room, I discovered that the bath salt had been used, indicating a lack of attention to detail in the room's preparation. This immediately made me question the overall cleanliness and hygiene standards of the hotel. Secondly, I was appalled when my mother was almost hit by a golf cart while we were moving around in the hotel. The incident left us shaken and concerned for our safety. It is absolutely unacceptable that such a dangerous situation could occur within the hotel grounds, which should be a secure and protected environment for guests. Furthermore, I must address the lack of professionalism displayed by the manager on duty who approached me to apologize for the used bath salt. Not only did the manager fail to address the issue promptly, but they also referred to me by the wrong name, which demonstrated a disregard for customer service and basic attentiveness. This level of carelessness only served to exacerbate my disappointment. Even worse, when I reported my grievances of the bath salt to the hotel staff, they sent me two unwrapped cakes that appeared to be in a sorry state. The cakes were clearly an afterthought and lacked the quality and presentation one would expect from a renowned hotel such as Mandarin Oriental. This gesture not only failed to rectify the previous issues but also displayed a lack of consideration and effort. Additionally, the behavior of the concierge staff was highly unprofessional. Throughout my stay, they consistently neglected to greet to guests and instead indulged in playing with their phones. This type of behavior creates an unwelcoming and impersonal atmosphere, which is a stark contrast to the exceptional service one would expect from your establishment. Lastly, the incompetence of the butler assigned to my room was evident in their inability to navigate the hotel mini program on WeChat. Despite my repeated requests, the butler continuously sent me the wrong links, resulting in my inability to order food through the designated platform. Also, I asked the butler to book your spa hotel for me on my arrival in your hotel but did not get any response during my 3 days stay. This level of ineptitude further exemplifies the lack of proper training provided to the staff members. My family and I had been eagerly anticipating this trip, hoping to create cherished memories. Instead, our experience at the Mandarin Oriental Hotel Sanya was marred by a string of disappointments and subpar service. The incidents I have outlined make me question the internal staff training and overall commitment to providing a superior guest experience. I trust that as a reputable establishment, Mandarin Oriental Hotel Sanya will take immediate action to address these issues. I kindly request a thorough investigation into the matters raised and appropriate measures be implemented to ensure such incidents do not recur. Furthermore, I expect a sincere apology and a gesture of goodwill to compensate for the inconvenience and disappointment caused during my stay.