The Westin Haikou

The hotel is in a nice and very convenient location, close to the Cloud Library and Haikou Old Street. The hotel and rooms appear recently and tastefully renovated. However, this stay reflected a common issue I’ve experienced with many hotels in China (including international hotel brands): the hardware is strong, but the software is lacking. The staff did not appear well trained or coordinated. There were frequent communication problems and inconsistent information given by different staff members. The room carpet had a visible wine stain, which housekeeping either failed to notice or did not report. The room was also noticeably humid. Service issues were most evident with food and beverage. The F&B team clearly requires significant training and better internal communication. When I asked reception for a room service menu, the staff seemed completely unaware that breakfast room service existed. I ordered the American breakfast, which according to the menu should include yoghurt, hot chocolate, a choice of two breads, cereal, fruit, coffee, and juice. What was delivered was incomplete and incorrect: one coffee, chocolate syrup, one orange juice and one cucumber juice (despite ordering only one mixed juice). I contacted reception to correct this, but the second attempt was still wrong. As I was rushing to a meeting, I eventually had to give up. The following day, I was simply told that there was no breakfast room service at all. I also attempted to dine at the hotel’s Chinese restaurant on the 3rd floor. I was told I could have dinner at the outdoor terrace on the 1st floor, but when I went there, staff said this was not possible and that there was no Chinese menu available. After some time and further confusion, staff eventually confirmed it was possible and finally provided a menu. One additional issue relates to safety and signage. The hotel shuts some of its entrances at night, which is understandable and fairly common. However, there was no clear signage to indicate this and the lighting was very dim. I walked into a glass door assuming the automatic door was operating when it was not. Proper signs or barriers would help prevent accidents. On my last day, I raised these issues with the duty manager, Bella. Bella apologised and said efforts would be made to rectify the problems. I appreciate her understanding of these issues. In summary, the hotel has strong potential thanks to its location and renovations, but the service level, staff training, and basic operational details need major improvement to match the physical standard of the property.

Grand, upscaled hotel with an amazing location. There’s a wide, walking and biking path next to the water right behind the hotel. 5 min walk to the beautiful library. Room was spacious and clean. Shower was spacious and water pressure was strong. Breakfast also has a great selection of food.

Stayed in the Renewal Suite. The room is very comfortable, spacious and well maintained. Breakfast was exceptionally high quality with fresh juices and really nice egg tarts. Justin was excellent and very helpful.

Very comfortable stay. Room was so quiet and spacious. Only thing is the USB charging is soo slow my phone battery only increased 1-2% in 30 mins haha. The adapter plug socket charges way faster. Quite a wide variety for breakfast. Dinner buffet is a luxurious spread !