R7943ZXdg
Google
Before getting into the details, I want to note that after we raised concerns with management, the hotel did make efforts to improve the situation. We were upgraded to a villa, provided additional bottled water and amenities, and assigned a staff member to assist with the checkout process. These efforts were appreciated and did improve the latter part of our stay.||That said, this review is written after those rectification attempts and is meant to reflect the overall experience as a whole, so that future guests have a complete and balanced picture.||⸻||Overall Atmosphere: Guests Often Felt Overlooked||The most consistent impression throughout the stay was a lack of attentiveness toward guests physically present on site.||I understand that many hotels in China now rely heavily on “customized butler service” via WeChat, so staff using their phones does not automatically indicate unprofessional behavior. However, in this case, phone use frequently coincided with guests being ignored in front of them.||At the front desk, Library Bar, and afternoon tea area, staff were often on their phones while guests were seated and clearly needed assistance. If phone use was related to guest messaging, there did not appear to be any system in place to ensure on-site guests were still being attended to. The result was not multitasking, but rather the feeling that present guests were simply not a priority.||⸻||Afternoon Tea at Library Bar||When we went to the Library Bar for afternoon tea, there were very few other guests present. Despite this, no one greeted us, offered menus, or poured water. I eventually had to get up and look for a menu myself.||The menus we received had visible stains and marks, suggesting they had not been cleaned or replaced in quite some time. Both waitstaff and a male staff member at the front desk area were on their phones during this time, rather than assisting with ordering or explaining the menu.||⸻||“UNWIND” Snacks Offering||Regarding the “UNWIND complimentary snacks and beverages” period, the snack selection and quantity were very limited and did not align with the description of an unlimited offering.||⸻||Public Areas and Cleanliness||Across multiple public areas of the hotel, floors were noticeably sandy and dusty. This was not a one-time observation but something noticed repeatedly at different times of day, suggesting that cleaning and maintenance were inconsistent.||⸻||Serious Hygiene and Privacy Issues (Pool Area)||This was one of the more concerning aspects of the stay.||On two separate days, at different times, the women’s changing room near the pool was unusable because a male maintenance worker was inside, attempting to fix a toilet that was blocked and actively overflowing with sewage water.||The situation included:| • sewage water on the floor,| • a male staff member working inside the women’s changing room,| • construction equipment present in the space.||As a result, I could not change into swimwear and had to leave the area entirely. This was not just uncomfortable, but raised clear concerns around privacy and hygiene.||Additionally, the indoor pool jacuzzis had a strong odor resembling urine, further discouraging use of the facilities.||⸻||Rigid Service Execution Without Problem Solving||On our first day, we arrived approximately 12 minutes late to a scheduled yoga class and were not allowed to join. The staff member at the gym desk simply repeated the rule and did not offer to help book a later session or suggest an alternative.||Later, we observed participants entering and leaving the class area during the session, which made the initial refusal feel unnecessarily rigid and inconsistent rather than thoughtfully enforced.||⸻||Restaurant Communication and Concierge Confusion||On the evening of arrival (around 8pm), we asked the front desk about dining options and were told all restaurants were fully booked. When we politely asked what else might be available, the response was simply “I don’t know,” with no follow-up or suggestion.||I had emailed the hotel in advance about our stay and dining needs, but no one proactively warned us about potential wait times or limited availability. A family member traveling with us has health considerations, and extended waiting without food is not ideal. This situation could have been avoided with better communication.||The following morning at the villa-only breakfast area, we asked a waitress whether it was possible to bring a few items from the general breakfast area. She replied that she was “not sure” and then walked away without checking or returning.||⸻||Water Activities and Guest Recognition||At check-in, we asked whether there were any water activities available. The concierge first asked whether we had booked a “package,” checked the system, and then said there were no activities, suggesting we “ask the people on the beach.”||Our reservation was made directly through the official Hyatt app/website. It was confusing to be asked about packages and to feel that guests booking through third-party platforms seemed to receive clearer explanations or recognition. This differed noticeably from experiences at Hyatt properties outside China.||⸻||The Beach Itself||The beach is a small, narrow strip and is fully public, with no separation from non-hotel guests. Having visited beaches in places such as Miami, Mexico, and other coastal cities, this beach was fairly ordinary in comparison, both in scale and overall experience.||⸻||Small Details That Added Up||We booked two rooms, and one of them did not receive welcome fruit or water, which appeared to be an oversight. On its own this is minor, but combined with other lapses, it contributed to the sense of disorganization.||⸻||The Good||To be fair, there were positives worth mentioning.||Breakfast quality was good overall, and the coffee here was noticeably better than at the EDITION hotel we stayed at previously. Champagne at breakfast was a nice touch. The minibar was well stocked with a good selection of drinks.||Architecturally, the hotel is beautiful. The spatial design, scale, and setting still have strong presence. As a designer with an architecture background, however, it was also clear that many areas are suffering from insufficient maintenance, which diminishes the impact of what is otherwise a strong design foundation. The issues felt less about design intent and more about ongoing management and upkeep.||⸻||Final Thoughts||Overall, the hotel has solid bones and moments of quality, but the experience was repeatedly undermined by service inconsistency, lack of on-site attentiveness, communication gaps, and unresolved hygiene and privacy concerns.||This review is written after the hotel attempted to rectify the situation, and while those efforts were appreciated, they did not fully address the broader operational and management issues encountered during the stay.||For guests who value attentive service, clear communication, and well-maintained shared spaces, it may be worth reviewing recent feedback carefully before booking.
