We recently stayed at Wanda Hotel and unfortunately our experience was mixed.
First of all, we would like to thank the hotel staff for allowing us to check in earlier than the official time listed in the Trip.com app. After a long journey, we really appreciated this gesture and it made our arrival much more comfortable.
After checking in, we decided to explore the hotel area and the nearby beach. Unfortunately, the beach next to the hotel appeared abandoned and very overgrown, and it was not possible to swim there. In the photos on Trip.com it looked much cleaner and more maintained. Perhaps this was partly our mistake for not researching whether this side of the island is suitable for swimming.
We then went to the swimming pool. One of the hotel’s pools was completely closed and not operating, so only a small children’s pool and one adult pool were available. The children’s pool was very shallow, and the remaining adult pool was the only real option for swimming.
The area around the sunbeds and tables near the pool was quite dirty, with trash left behind by previous guests. Another issue was that several hotel guests were smoking directly in the pool area while children were swimming nearby. I personally cannot tolerate cigarette smoke, and it was very uncomfortable. Since many people were doing it, it was difficult to say anything. There were also cigarette butts and litter scattered around the hotel grounds. I have photos and videos of this.
Regarding the room: when booking I specifically requested one king-size bed, but in reality it was two single beds pushed together. The joint in the middle was very hard, making it uncomfortable to sleep. The mattresses were also quite firm (which may be a matter of personal preference). Overall, the room looked quite worn: some curtains were torn and the interior did not seem well maintained.
Another difficulty was the noise. There was a children’s disco near the pool until about 10 PM, although the schedule indicated it should end earlier (around 8 or 9 PM). After a long flight we hoped to go to sleep earlier, but it was impossible due to the loud music and activity.
Breakfast was clearly designed mainly for Chinese guests. I’m not saying the food was bad, but as Western travelers it was quite difficult for us to find something we wanted to eat.
We spoke with the hotel administrator about our concerns and asked about the possibility of a refund. We were told that it was categorically impossible and that a refund could not be issued, even through the booking platform. The only option offered to us was to move to another, supposedly quieter room category. However, considering the overall problems we experienced—many of which were not reflected on the website—we decided not to continue our stay even with a higher-class room.
We then contacted the Trip.com support team, and we would like to sincerely thank the manager who helped us resolve the situation. Despite what we were told at the hotel, the Trip.com team was able to assist us. In the end, we only lost the cost of one additional night as a penalty (in addition to the night we stayed). Trip.com also credited bonus points to our account for the inconvenience. Thanks to their help, we were able to rebook another hotel that suited us much better.
One more important point: many of the photos on the Trip.com listing do not reflect the current reality of the hotel. The photos make the property look much newer and better maintained than it actually is. We strongly recommend that the hotel update the photos so that they accurately represent the current condition. The difference between expectations and reality is very significant. Even though the hotel may not be aimed at Western travelers, it seems likely that the overall condition—very outdated and worn—would be uncomfortable for many guests in general.
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