Palace Resort Yalong Bay Sanya

The room itself is nice and spacious and the we liked the pool. The service of this hotel makes it an unpleasant stay for us. The only nice staff was the person who checked in for us, Bob. Besides Bob other staff didn’t care and the hotel is a mess. Bob checked in for us. He escorted us to our Villa and helped with our luggage and gave his contact information to contact him if needed. The breakfast is in two outlets. One in the main restaurant and the other in the Villa restaurant. The following day we had breakfast in the main restaurant. We managed to find a non occupied dirty table and I had to find a staff to clean the table. Most of the dishes were empty. As we are vegans, we couldn’t find much to eat and we just took some salad and fruits. The staff couldn’t speak English and my sister asked if they had any oat milk but she was unable to make the staff understand in English so I explained in Chinese and they informed us they don’t have and instead suggested soy milk. Not having oat milk isn’t a big problem but such level of English at this kind of hotel that’s supposed to be a five star isn’t ok. The restaurant environment was messy and didn’t have much to offer us so we left quickly. The following day we didn’t bother to go for breakfast and I instead ordered some takeaway from outside instead. On our last day we decided to go for breakfast at the “Villa restaurant”. This was the biggest mistake we did and we would’ve been much better off not going there! Upon entering the Villa restaurant which is supposed to be more exclusive, I had to greet the manager and say our room number. She just nodded. No greeting, no smile and no escorting to a table. She even looked a bit annoyed to have to look up when I greeted her. We managed to find a table but the breakfast looked awful. Especially considering it’s supposed to be more “exclusive”. Most of the dishes were at least half empty as I attach in the photos. The variety was very limited and the staff came across as rather rude. I asked staff at the noodle station if we could have two vegan noodles. I explained in Chinese to her that we don’t eat any animal products and if she could just boil it with water and add vegetables. She said ok and once she was done she poured the meat broth on top of it. I asked why she poured the meat broth and she just didn’t seem to understand. Another kitchen staff came and said he would prepare new ones for us. We got the noodles which ended up tasting bad with overcooked noodles and we couldn’t eat it. At the bread station there was a food tag for “baguette” and as baguette is generally made vegan we wanted to have some bread. We didn’t ask for something extra, the food tag was in the bread station but the baguette wasn’t there. I asked the waitress but she said they have one type of bread daily. As she couldn’t help me, I asked her to ask her manager to come. I asked where the manager was and she told me it was the same impolite woman standing by the entrance. I went to her and asked her if she’s the manager and she said she is. Her voice and facial expression was pissed off as if I had disturbed her. I asked why she didn’t come to speak with me, she said her staff already spoke with me. I told her it’s unacceptable to not being able to provide us with the bread which they have put the food tag for. She said that bread isn’t available and didn’t offer any solution or any apology. I asked her name is and she said Alice Wu. I have honestly not stayed at a hotel that has staff with this poor attitude. I told Bob that I want to speak with the hotel manager on duty and he apologized and said the bread will be sent to our room. Then one of the hotel lobby staff came with a kitchen staff and they brought pieces of baguette cut with a dirty knife and had chocolate sauce on it. No hotel management met us to follow up. I won’t return to this hotel and I advise anybody going to Sanya try other hotels to not have a headache with bad service.