We booked a luxurious courtyard twin room.
The hotel's positioning is somewhat awkward.
If it's meant to be a resort hotel, then in terms of both hardware and software, it's completely uncompetitive.
If it's meant for an early morning flight layover, then at 1100 RMB, the value for money is also completely uncompetitive.
There are inherent flaws due to its geographical location, hardware design, and configurations, as well as some shortcomings in its software service.
Regarding the hardware, if it's positioned as a resort hotel, even with windows and doors tightly shut, it can't block out the roaring noise of planes taking off and landing every few minutes, especially in the early morning and late at night. How can one relax there? The room is too small, with a single vanity. The twin beds are only 1.2 or 1.1 meters wide. The shower and bathtub aren't in separate rooms, so the whole bathroom gets wet after a shower. The hotel's beach has a large breakwater, the sand has many large rocks, and the sea water quality is poor. The pool is also on the small side. They awkwardly tried to create some 'pink sand' photo ops, which feels a bit superfluous. There are few delivery options around, and they're 'Sanya currency' delivery services (local apps, not widely used). The coffee machine was broken. I almost had to crouch to get under the canopy in the courtyard. It only came with two chairs, not considering that families, not just couples, also go on vacation.
Regarding the software, there were no tissues by the bed. The pillow types, fill volume, and duvet thickness/thread count were nowhere near five-star hotel standards, more like a Hanting Express. The mini-bar only had a meager mini Coke, Sprite, and Coconut Palm Chrysanthemum Tea. This was the smallest selection among the four hotels I stayed at in Sanya this time. (I could even understand if they put a Coconut Palm Coconut Milk, as it's a famous Hainan brand's flagship product, but they put a 2 RMB Coconut Palm Chrysanthemum Tea, which is their slow-moving product. I wonder if their procurement budget is too tightly restricted).
There was no butler service, just front desk staff adding me on WeChat to communicate. Eventually, in a group chat, they asked for feedback. After I reported some issues, they said they had prepared a gift for me, but instead of delivering it, they told me to pick it up when checking out, which was absurd.
Of course, 'one doesn't hit a smiling face.' They gave a commemorative coffee mug based on the hotel's pet dog, which was a small compensation. I appreciate that the staff member promptly recognized the unmet expectations and offered a compensation mechanism.
Discussing only hardware and software flaws without considering the price is pointless (because both require costs). Discussing only absolutes and not relatives is also pointless (competitors achieve it at the same cost, but I cannot). This time, I stayed at Fairmont, Atlantis, Ritz-Carlton, and Hyatt Regency. The other three exceeded my expectations. To define 'exceeded expectations,' I mean the experience delivered more than the price I paid. The Hyatt, however, truly fell short of expectations.
Fortunately, half the purpose of booking the Hyatt was for early morning airport commutes. If it were purely for vacation, I would have been sorely disappointed.
In fact, during my overall experience at Hyatt, the design, architecture, and management culture I perceived was that this is a business, not a holiday paradise.
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