We originally booked a room in Eagle area and tried to change to the Egret area. This was deemed a cancellation by agoda. We had to spend much efforts to convince the agoda sales executive that we were trying to change the room, not cancel the booking and that this is better for the hotel and agoda since the Egret room is more expensive. The sales executive promised to check with the hotel. It was not a last minute request and there were no response even to the day before we were supposed to leave for Hainan. Had to call agoda and the hotel twice to get the amendment sorted the day before we were supposed to fly.
Typhoon Nesat arrived on the day we were to check in. We called from Haikou and were told a postponement was not allowed and that the full sum will be deducted if we do not arrive. We braved the typhoon to make the trip to Sanya. We had so much difficulties locating the hotel as the name on the road signs (热带森林) were different from the website (人间天堂鸟巢度假村). Doesn't help when the staff who answered the phone gave ambiguous directions to our driver when we called for help. (what kind of stupid instructions is "we're right here!!"?) After finding the national park, we tried to follow the signs to drive up the hills to look the resort but were stopped by security due to road closure from the typhoon. After much prompting, we found out that the resort’s reception is actually 50m away.
Although it was pouring, the reception staff stood at the door without bothering to offer any help to shelter us with umbrellas nor carry our luggage. We had to pay for a third person in cash (as the credit card terminal was down due to the typhoon) although the sum was already deducted through agoda. The reception subsequently informed us a refund will be made when we check out. A car was dispatched to drive us to another reception area in the hills. This time we were offered umbrellas and help with luggage in the torrential rain. Staff from the second reception area also offered us raincoats.
The room was clean but bedsheet and towels had to be brought in for the third person (even though we made the reservation for 3 and had arrived in the evening). The shower and the toilet share the same transparent sliding glass door and the bath tub is out in the open in the living room – both arrangements may not be ideal for some.
Computer in the room was a surprise though.
Due to the typhoon, there was a black out at 4am (we were notified in advance).
Service standards were inconsistent. When we were checking out, the frontdesk staff were quarrelling amongst themselves in front of us over some office politics. While the front desk faired poorly, we were very touched by some of the staff. Someone came to hack the branches right beside our house in the middle of the night as part of safety measures for the typhoon. We ordered room service in the first night and were touched by the warm service in the storm.
The buffet breakfast had a lot of varieties but most food were not kept warm. Dinner at the Western restaurant (chicken rice, wanton noodles and pizza) was good (except that the pizza had onions although the menu did not specify so). Everything in the resort (meals at restaurant, room service, etc) had to be paid by cash because their credit card terminal doesn't work, even after the typhoon was gone and electricity,phone lines, internet connections were all back in order.
We love the closeness to nature and enjoyed the walks in the area. I'm not sure what's with the guides and tourists there- they seem to find joy in screaming at each other while they're visiting the various sites and hollering 'oui!' at other passing shuttle buses. Quite a nuisance and rather uncouth I would say. Noticed that such acts were mainly from passengers on shuttle buses who came in tour groups, not the individual visitors. I've always thought that low noise levels should be observed so that the living environment would be conducive for fauna? Those who stayed too near the travel routes must have been badly affected. We were lucky we only heard faint echos from our room.
We stayed for 2 nights but were unable to use the infinity pool (one of the reasons for changing to Egret room) due to branches and sediments from the typhoon in the pool. The house keeping came, but didn't do much about the debris in the pool. So we lived with a murky pool throughout the 3 days. : ( The public pool's clean by middle of the day though.
We probably went with too high an expectation? It was unfortunate the typhoon worsened the situation of things.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC