Mandarin Oriental, Sanya

“I booked this hotel through American Express Fine Hotels & Resorts as an Amex Platinum cardholder, with the reservation fully prepaid and non-refundable. Before arrival, I called the front desk to confirm that if the cardholder could not arrive, the listed guest could still check in (without FHR benefits). I was explicitly told this was acceptable. However, three days before check-in, the hotel manager (Mr. Shi) contacted me and stated that if the guest checked in without the cardholder present, the hotel would require a deposit equal to the full room rate and would forfeit it if the cardholde” — George

“The resort is amazing! Big shout out to Mihai who was exceptional and made us feel right at home. Fiona is a delightful young lady always attending to our needs and so did Danny always smiling! Our villa was superb, exceeding all expectations. Breakfast was awesome.The facilities and amenities are fabulous. We enjoyed the swimming pools and it was nice having an activity center for our 3 year old grand child who had a lot of fun there” — Veronique Wilson

“I am extremely disappointed with the level of service at Sanya Mandarin Oriental. It is disheartening to see such poor training standards. It’s especially frustrating given that I have personally referred many businesses to host events at your hotel in the Greater Bay Area. This experience has been deeply disappointing.” — Joe Z