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Brought to you by Reviews of InterContinental Hotel Sanya

• Disappointment

  Jimmy-James5106

  Maidstone, United Kingdom | Jun 5, 2025 | Trip type: Family

  We arrived from Hong Kong to find the reception desk had no one who spoke English and found it very difficult to explain are needs. Finally got to our room which was in the minilistic mode and there was nowhere to put our clothes (i.e no drawers or cupboards so having hung some clothes in the wardrobe we lived out of our suitcases for 10 days which was not pleasant in a 5 star hotel. Entertainment was advertised but non existent the bars in the hotel were some distance and as the surrounding area had no nightlife not a lot to do. The only 5 star about this hotel was the prices.

  Andreas K, General Manager at InterContinental Sanya Resort, responded to this review

  Dear Jimmy-James,
  
  Thank you for sharing your feedback – we have looked for your booking and cannot find it as we wish to reach out to you personally
  and discuss your experience!
  We have team members from China, Germany, Russia, India, Thailand and Nepal, and multiple language speakers including English. We ensure that we always have an English speaker on duty – they also carry a little flag button to be easily identified.
  
  The minimum size of our room begins at 60㎡ and each room has a fantastic outdoor garden with great views and comfortable day bed. For our guests convenience, the rooms were designed with a spacious wardrobe and separate layers for shoes in every room and hangers offered.
  
  About the entertainment in our resort, we have various activities for kids, adults and family, we conduct the activities as posted at our Recreation desk, but sometimes it requires timely reservation. Sometimes, the activities might be cancelled or changed to indoor activities due to the weather condition, for your reference.
  
  InterContinental Sanya Resort boasts 6 restaurants and bars, they all offer relaxing sea views. Our beach bar provides a myriad of cocktails and delicious food. The average walkable distance from room to the Beach Bar is around 7 minutes. Our resort occupies 130,000 square meters and we nearly occupy the entire Serenity Coast. If you do not intend to walk too much, you may give a call to our Concierge team for a 24 hours buggy service, they may take you to the requested destination.
  
  Enjoy our popular German-recipe homebrewed beer at our Beer Factory with authentic western food and enjoy our KC & The Band as well as DJ Dima; the Beer Factory opens till 2 am. Also, our Hai Lounge will be a perfect place for you to relax and enjoy some nice desserts if you prefer a quieter environment.
  
  We look forward to welcoming you to our property and enjoying our services.
  
  Best regards,
  
  General Manager
  Andreas Kraemer

• Gone down in quality

  Ashim P

  Mar 29, 2025 | Trip type: Friends getaway

  Visited here four years ago, and had a good experience, so I went back again for the weekend. I was sad to see that it wasn’t as good as it was four years ago - the front desk staff didn’t seem to know what they were doing. Except for Ezra... Ezra was awesome. The pools looked like they were in great need of good maintenance. Breakfast at their main restaurant (can’t remember the name now) was chaotic and service was bad. The Beer Factory was a big disappointment - high prices for average food and horrible-tasting drinks. You’re better off going to their Beach Bar that has a great ambience, the same kind of prices, and much much better tasting food and drinks.

  Andreas K, General Manager at InterContinental Sanya Resort, responded to this review

  Dear Ashim P,
  
  We appreciate the candid feedback and are happy that you returned to stay with us.
  
  Please do reach out to us, as we wish to learn from your feedback and have more details on our Front Office team.
  We have shared your appreciation with Ezra – thank you for highlighting a key team member, it’s much appreciated.
  
  Five pools are part of our vast Resort area and all are on a strict maintenance schedule – we do ensure that our guests
  have a pristine pool during their stay.
  
  Our breakfast is served in two outlets, one in our InterContinental Club and one in the Mediterraneo – we believe you might
  be referring to the latter – and do apologize for a perhaps slow service. We know of our weakness here and have already
  prepared boards with timings and trying to distribute the breakfast flow evenly. Key managers are also supporting during
  these key hours.
  
  The Beer Factory pricing has been reduced over the past year and is below or maximum even with the local social Restaurants.
  More detailed feedback would have been helpful for our team to adjust the drink flavors you are talking of.
  The Beer Factory prides itself on its home brewed and freshly tapped beers and trust we can make it up to you, if you allow,
  at your next visit.
  
  Best regards,
  
  Andreas Kraemer
  General Manager

• Gone down in quality

  Ashim P

  Mar 29, 2025 | Trip type: Friends getaway

  Visited here four years ago, and had a good experience, so I went back again for the weekend. I was sad to see that it wasn’t as good as it was four years ago - the front desk staff didn’t seem to know what they were doing. Except for Ezra... Ezra was awesome. The pools looked like they were in great need of good maintenance. Breakfast at their main restaurant (can’t remember the name now) was chaotic and service was bad. The Beer Factory was a big disappointment - high prices for average food and horrible-tasting drinks. You’re better off going to their Beach Bar that has a great ambience, the same kind of prices, and much much better tasting food and drinks.

• I don't know where all these 5 star reviews came from

  Ben T

  Austin, Texas, United States | Dec 11, 2025 | Trip type: Business

  The hotel is mediocre at best, and shows its age from every angle. I gave them a heads up that I'd be arriving a noon today and they said no problem. After a long travel day, I arrived at 12:45 and still had to wait another hour for my room to be ready. They told me to go eat some lunch and come back. I sat at one of their restaurants for 35 minutes waiting for a basic salmon dish and at that point they still hadn't brought it out or told me when it'd be be finished, so I gave up on the food and went back to the front desk to see if my room was ready. After that, the room still wasn't ready so they gave me an upgraded room that was available. It turned out to be a smoking room, so again I had to wait for my original room to be ready. There is nothing special about any of the rooms, and the pictures aren't at all close to reality. Everything is worn, tattered, or just in general disrepair. It simply doesn't live up to Intercontinental standards. I suggest staying at any of the other newer hotels in the area that are much nicer and much less expensive. On the upside, while also in need of an update, the spa did have a great massage therapist(Linda).

  Andreas K, General Manager at InterContinental Sanya Resort, responded to this review

  Dear Ben T. ,
  
  Thank your for having chosen our Resort for your recent visit to Sanya.
  
  We do apologize that the salmon was not prepared in a timely manner – we will look into this and see where this may be refined.
  
  Our team offered you a complimentary upgrade to a Club Suite after you returned from the Restaurant as we did not want to keep you waiting.
  
  The Resort does offer smoking and non-smoking rooms, but all our rooms have a neutral scent, as it is a Resort it is much more open than a city property and our housekeeping team pays attention to this on a daily basis.
  
  High season has begun and we could have never guaranteed an early check in, as it was just impossible to fulfill. It might have been a miscommunication and our team member acknowledging rather than confirming. We do apologize that you had to wait for your room 30 minutes – it was still offered before 3pm – our actual check in time.
  
  To answer your question as to why we receive so many five star reviews – we believe it's because most guests stay with us and enjoy the Resort longer than a day, to really experience it and the service. We have 5 pools, 7 food outlets, a multitude of recreation activities – both on land and water and as you experienced, a wonderful Spa.
  
  Our Resort is located in Serenity Coast, also called Xiao Dong Hai, we share our Resort only with one other property and a trip to town does not take longer than 10 minutes. We just turned seven and are always upgrading our services and refurbishing areas that require it.
  
  We take guests feedback very seriously and it would have been wonderful to hear about this just before your check out, when we briefly met in the lobby. We do hope to welcome you back to Sanya soon and showing off our Resort with our improved services.
  
  Best regards,
  
  Andreas Kraemer
  General Manager

• Top Shelf Experience

  ErickvanTil

  Siem Reap, Cambodia | Oct 26, 2025 | Trip type: Business

  Spent a few days here as part of a travel industry event and was blown away. Many of the luxury chains that have set up shop in China have struggled to keep their level of service at the same as their other locations, but this is certainly not the case in Sanya. Everything from check-in to shuttles to food, housekeeping and customer service was at an international standard.

  Andreas K, General Manager at InterContinental Sanya Resort, responded to this review

  Dear ErickvanTil,
  
  Thank you for your kind feedback, which we will happily share with our team.
  
  We are further working on upgrading our services - from high speed and full wi-fi coverage, new food concepts to an excursion menu, allowing you to
  see the wonderful island of Sanya – tailor made to suit your schedule.
  
  In our 7 restaurants and bars, we offer a variety of flavors from around the world, prepared by our international team of Chef’s, from Thailand, China and India.
  Sunset sessions are our new signature event, set at our Beach Bar under the palm trees, with live DJ and many flavors, whether food or beverage.
  
  The Asian Village, set next to the beach, overlooking the ocean will soon launch a Hainan market style buffet, with live music and shows – not to be missed on your next visit.
  
  We look forward to welcoming you back to the InterContinental Sanya Resort.
  
  Best regards,
  
  Andreas Kraemer
  General Manager

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