Hilton Sanya Yalong Bay Resort & Spa

I am writing to express my serious dissatisfaction with my recent stay at Hilton Sanya Yalong Bay Resort & Spa. This was my first time visiting your hotel, and unfortunately, the experience was very disappointing from the moment we arrived after a long and tiring flight. At check-in, the staff member was unresponsive and unhelpful. She did not properly check our booking and insisted that we needed to make a payment, even though we had already fully paid through Trip.com. It was clear that she was not aware of our reservation details, which caused unnecessary stress and confusion. Additionally, no assistance was provided upon arrival. There was no bellboy to help with our luggage, and the staff did not guide us to our room or even show us where the elevator was. As a result, we had to search for the elevator ourselves for about 20 minutes while carrying our luggage and handbags, which was extremely frustrating given how tired we were. To make matters worse, we had specifically booked a king-size bed, but we were instead given a room with two separate beds. This mistake was highly unprofessional and unacceptable. Overall, the lack of basic service, poor communication, and failure to meet booking requirements made our arrival experience very unpleasant. I kindly request that you investigate this matter and provide an appropriate explanation and resolution. This experience does not reflect the standards expected from a Hilton property. I look forward to your prompt response.

We had an enjoyable 3 nights stay at the Hilton Yalong Bay. The pools and gardens are very nice, food is good, our kid was happy at the kids club. It's not our favorite holidays experience as we stayed at better hotels in Haitang bay or in other seashore countries, but we had a relaxing and enjoyable time there and felt the price/quality ratio was very fair. We came with our kid, but the resort seemed appropriate for couples, which might not be the case of all hotels in Sanya. There are some restaurants within 10mn walk, and a night market with lots of streetfood with a 5mn - 10 CNY didi ride (waiting time is max 2mn to 3mn to get a car). Check In : Our room type was not available at check-in but they handled the issue nicely and swiftly and we could join our booked room 30mn later. Our front desk associate spoke good English. Check in speed was OK, not fast but not slow, and the staff went to us to inform us our room was finally ready. Room : Rooms are comfortable. The overall design of the hotel and rooms looks "aging" but everything is well maintained. We had a leak in the bathroom with water flowing from the ceiling, but the staff handled that immediately. Restaurants : We had an excellent dinner at the chinese restaurant. It's overpriced but they often have good deals with menu-set coupons at a more reasonable price for dinner. The lobby restaurant satisfied us with international food for lunch (at international prices). Don't be in a hurry though, service is good, but a bit slow. They don't throw away guests who eat in the lobby Delivery Food (there is a Meituan locker not far from the lobby, but it requires a local phone number). The restaurant downstairs was also slightly pricey, but dishes were really good. Issues : The only two issues we've had are : 1/ It's a big hotel and it's the first time in my life I have to queue for breakfast (the breakfast room is really packed at peak hour). You don't feel the occupancy level in the hotel though, only at breakfast, and this may be caused by the "family restauran" to be under maintenance/renewing. 2/ The swim up rooms give access to a shared pool but as very few people use it, it's like a private pool (that's a good point). There is no connection with the main lagoon though (but then you really have a private use of it. Depth is a bit shallow, so it was perfect for our 1.20m daughter but a bit too shallow for me (1.84m). The main issue is that they forbid use of these pools from 18:00 (luckily the hotel main pool closes at 22:00). Pools : Safety is taken seriously with life guards at every corner of every pool, that's an army of life guards constantly ensuring safety quietly and discretly, which is very different from what we are used too in other countries, including South East Asia). There always were sunbeds available for us despite the high occupancy rate of the hotel. Pools have various depth suitable for all ages. Some pools have a sand beaches areas allowing very young toddlers to discover the water and swim with sand under their feets. Beach : The beach is OK. It's clean and cleaned. Arriving in the late afternoon, we could find beach chairs and towels. They provide sand toys for kids. The sea was gently wavy during our stay, creating a significant step to go swim (you go from 30cm deep to 1.40cm deep in something like 1m walk, so not convenient for our kid). Plus the backwash of the waves was full of small stones, nothing dangerous but not comfortable to go to sea, therefore water shoes are advisable.There is a secured perimeter enabling you to really swim, and swimming outside of the perimeter is not forbidden. You cannot fly drones, and pictures towards the left side of the sea are forbidden (naval base).

Mixed affair. Clean rooms and nice location. Checked in this week, upon arriving in 30+ Deg heat and extreme humidity we were told the computers were "slow", told we would have to wait in the lobby and offered vouchers for cheap drinks. After waiting 45mins only after complaining again did we get our room, who knows how long we would have waited if we didn't complain. Nice beach but has rubbish in the waves. Overpriced food. "Very" loud and not good live band playing that is very loud in our room.

Had an incredible stay at Hilton, the service was outstanding. We stayed at the garden room with access to the pool in Building 6, the rooms were spotless and beautifully designed. The facilities were top-notch, the pool area are stunning, poolside service made the experience even more enjoyable. A special shoutout to lifeguard Chaohui Peng, who was especially helpful and attentive! Highly recommend this hotel for anyone looking for a luxurious and seamless experience!