CCarrieMy experience during the Spring Festival stay was not good, and I wouldn't recommend it. Putting aside the fact that it was peak season with large crowds (there didn't seem to be long queues at the front desk for check-in, and I believe a big hotel like this should have extensive experience in handling peak seasons), here are my reasons for dissatisfaction:
1. Due to the neighboring Atlantis hotel, the last 100 meters to Shangri-La were always congested. If we had booked other hotels along the road, we wouldn't have been affected. This was my first point of dissatisfaction.
2. The hotel has no EV charging stations, which is very inconvenient if you drive an electric car.
3. The hotel lobby has an uneven design, making it impossible to even introduce food delivery robots. We had to pick up our food from the delivery lockers ourselves. I saw some people on Xiaohongshu mention that they experienced concierge delivery service, but we did not. I asked a bellhop how to get our food delivery, and he didn't mention any delivery service from the hotel, only saying to pick it up from the locker.
4. The overall service attitude of the staff was poor and cold. From the greeters and front desk during check-in to the public area staff and butler, we didn't feel welcomed at all. Even with many tourists during peak season, I personally feel that paying such a high room rate for this kind of service is unreasonable.
5. The hotel facilities are quite old. The walls and waterproofing strips in the shower looked yellowish, the sofa bed was too hard, the inside of the toothbrush cups was dirty, and there were too many steps in the hotel lobby with unclear warning signs. As a family-friendly hotel, it's very unfriendly to children (especially young ones).
6. We pre-checked in around 12 PM, and were told a room was available after 2 PM, but we were still assigned a north-facing room.
7. The greeter at the lobby entrance saw my grandma getting out of the car with a child in her arms and bags, struggling to carry everything, but didn't offer any help. There was no sense of service at all.
8. Apart from a large, useless lawn, the other public area designs were cramped, small-minded, and formulaic.
9. The iron flower and fire dance performances starting at 7:30 PM were also very lackluster, feeling like a mere formality and failing to create any atmosphere.
10. The butler provided almost no convenient services and was very ineffective in answering questions.
11. I booked a room including breakfast for three people. However, on the second morning, we had to leave for Wuzhizhou Island pier at 7:30 AM. To avoid long queues with a child, I discussed with the front desk if we could pack some food to go that morning. The front desk initially seemed hesitant, then said guests were not allowed to pack food, only the butler could. So I contacted the butler to pack breakfast, which was divided into Chinese and Western options, with fixed contents, and it was abysmal. Chinese: one Hainanese mixed noodles, two boiled eggs, one red bean bun, two sausages; Western: two boiled eggs, two sausages, one small bread, two potato pancakes, one fried tomato slice. Is this really the standard for a 198/person breakfast?
12. On this trip, we stayed at two hotels. Shangri-La was almost twice as expensive as another family-friendly hotel in Sanya Bay, but the service was significantly worse. We felt no welcome or respect, and there were very few activities that interested our 1.5-year-old baby.
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