Sanya Unveils Emergency Measures to Enhance Tourist Experience Amid Overcrowding Concerns
In response to the recent incident of tourists being stranded at the dock, the Sanya City Tourism Work Leadership Office has issued six measures to optimize island tourism services and enhance the overall tourist experience. Effective February 2nd, these measures aim to address the concerns of tourists and provide a more seamless and enjoyable experience for visitors to the popular island destination. The measures, which were announced on February 1st, include establishing an emergency dispatch mechanism for sea transportation, implementing a refund system for tourists who experience long wait times, and optimizing the complaint handling system, among others.
2 February 2025
The city has unveiled a Maritime Transport Capacity Emergency Scheduling Mechanism, which will coordinate with relevant departments, including transportation, maritime affairs, and public security, to provide timely support within three hours in the event of sudden situations such as long queues or strandings of tourists in sea areas. Additionally, an Overtime Queue Refund Mechanism will be implemented, where the city will publish standards for queuing time for island scenic areas and establish a refund mechanism for tourists who experience excessive waiting times. Through the "Sanya Trustworthy Tour" platform, tourists can initiate a refund if their waiting time exceeds the standard, with a response time of 3 minutes, pre-compensation payment within 30 minutes, and verification and settlement within 24 hours.
The city will also optimize the 24-Hour Complaint Handling Mechanism, setting up a 24-hour complaint channel jointly operated by the government, enterprises, and the 12345 hotline. This will ensure timely handling of tourist complaints, with a response time of 3 minutes. Furthermore, complaint hotline numbers and WeChat contact information will be prominently displayed in island scenic areas for easy access. To improve the overall tourist experience, local governments and relevant departments will work to optimize roads, ensure traffic and flight safety, manage market order, and provide other necessary services around island scenic areas.
Enterprises in island scenic areas are encouraged to proactively offer diverse warm-hearted services, such as dance performances, interactive games, and refreshments, to enhance the tourist experience. Relevant departments and industry associations will also organize volunteers to provide services, including warm care, road guidance, information consultation, and material distribution, aiming to elevate tourist satisfaction and experience. The city will strictly implement carrying capacity standards, conducting real-time monitoring of tourist flow data and taking measures to guide tourists to visit during off-peak times, improve queuing facilities, enhance safety management, and establish emergency plans and rapid response mechanisms to ensure the personal safety of tourists during the process of arriving at and departing from the islands.
Every time a long holiday approaches, the number of tourists flocking to Hainan Island surges, resulting in a plethora of issues such as traffic congestion and inadequate accommodation facilities. The city of Sanya, a popular destination within Hainan, has found itself at the forefront of these challenges. With Hainan being one of China's two major island gems, alongside Taiwan, the region's breathtaking landscapes and scenic spots attract countless visitors, making it a beloved getaway. However, this massive influx of tourists during holidays puts a strain on the local infrastructure and services. In an effort to address these issues and provide a more enjoyable experience for visitors, the Sanya authorities have announced the implementation of six emergency measures, set to take effect the following day.
By introducing these measures, Sanya hopes to strike a balance between accommodating the surge in tourist numbers and maintaining the quality of services and infrastructure that visitors expect from a top-tier tourist destination. The six measures implemented by Sanya city demonstrate its commitment to improving the tourist experience and promoting healthy development of the tourism industry. By establishing an emergency response mechanism for crowd control, implementing a refund policy for long wait times, optimizing the complaint handling system, improving basic services, and supporting businesses in providing warm and caring services to tourists, Sanya city aims to provide better services, attract more tourists, and promote the sustainable growth of its tourism sector. These measures signal a shift towards prioritizing the needs and satisfaction of tourists, which is crucial for the long-term success of Sanya's tourism industry. By addressing the issues of overcrowding, long wait times, and inadequate services, Sanya city is taking a proactive approach to ensuring that its tourism industry continues to thrive and provide a positive experience for visitors.
