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Review of The Klagan Regency

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The Klagan Regency
Ranked #69 of 92 Hotels in Kota Kinabalu
Reviewed 28 November 2012

I am pay for 4 nights room accommodation with breakfast , I am only stay for 1 night , then my son continues staying till check out , but on the last day , the receptionist ask my son to check out , due to my booking only 3 nights , BUT the receptionist won't check I am extend for one more night, just simply ask the guest check out , luckily my son called me . After settle the things , the receptionist inform my son , room without breakfast , then , I called back and ask them , then , the receptionist apologise and saying , sorry not noticed. Are their not check proper the guest check in and out and any breakfast included ?

  • Stayed: November 2012, travelled with family
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Thank andrew j
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Communication D, Manager at The Klagan Regency, responded to this reviewResponded 21 December 2012

Dear andrew j,

Thank you for taking the time to write to us regarding your recent stay at Novotel Kota Kinabalu 1Borneo.

The experience you describe in your review causes us deep concern. We would like to offer our sincere apologies for any frustration and anxiety that it has caused you and your son during your stay.

Our aim and intent is to ensure all employees are totally customer-focused and all guest concerns and requests are handled quickly and efficiently. We can only reiterate our regret that we did not handle the situation in a proper manner. Be rest assured that appropriate training will be conducted to avoid the recurrence of such incident in the future.

andrew j, we do appreciate you bringing this issue to our attention. We hope you will give us another chance to welcome you when you next visit Kota Kinabalu. If we can ever be of any assistance, please let us know.

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322 - 328 of 843 reviews

Reviewed 23 November 2012

I recently visited Novotel Kota Kinabalu based on recommendation from a friend to try on the food served at the hotel. Together with my sisters, we went for high tea and reached at the hotel 5th floor restaurant at 1.30pm. High tea serving time was from 12pm to 3pm.
When we entered, the restaurant was occupied mainly by government servant (this was apparent by the uniform they were wearing – black jacket with logo). We made our way assisted by the waitress to our selected table.

Feeling completely famished, without further a due, I made my way towards the main course corner, took some of the food served there and then scanned through the rest of the other counter nearby. Along the way, we noticed that most of the serving plates / container at the counter were empty and we have no choice but to settle for the ones which were available. The atmosphere at the hotel then were as if there would not be any more refill made and that the restaurant was getting ready to close and clean up for the day.

Noticing that, we hurried our way to the deserts’ section and took some of the cakes and puddings served. As we tried the variety of cakes (unfortunately there were not many choices available), I particularly felt turned off by the taste of one of the cakes in which I, as well as my sisters felt was impaired in terms of freshness. The taste resembles that of melted cream exposed too long outside of a refrigerator. Fearing that the cake would cause unnecessary harm to other customers as well as to all of us, we requested to see the manager of the restaurant.

The presumably ‘manager’ who turned up to entertain us was a person who dressed in black chef attire. He tested the food and after several tries on the cake, made a doubtful answer that it was ok. He further asserted his answer by telling us that the taste was such due to the mocha flavour; which was totally unacceptable looking at the poor texture (soggy and too soft for a fresh cake). We were definitely not convinced, let alone satisfied with the explanation.

The second staff who turned up at our table was a person who dressed in white chef attire. He too tested the cake and cockily stated that the taste was such due to the cheese flavour. My Goodness! First mocha, now, cheese?!? Surely they must know that we are well aware of how cheese tasted like before coming to a conclusion that is was unfresh and unfit to be served? Still with our stand that the cake was in poor condition and should not be served, instead of apologizing, defensively, he gave us a lecture on cheese, complete with hand gesture! ! are we children to be treated such?? His facial expressions were unpleasant an accompanied with an air of anger waiting to erupt! ~ Which is inappropriate especially for someone who is in the service industry!

I had to interrupt his ‘lecture’ by explaining that the reason behind the complaint was for the hotel’s improvement. To our surprise, this was responded (by chef dressed in white) by no words but rudely walking off from our table! This act was totally rude and lack of professionalism! We, as customer felt very offended by that action and therefore wish to address the matter to the higher management.

The situation at the table was concluded with an apology from the chef dressed in black (which we later found out was the sous chef, assistant of the chef in white, who was the executive chef!) It was a horrible day for us as we spent almost half a day dealing with unpleasant staff and writing our complaints in a complaint form provided by the waiter at the restaurant. Other than the desserts, which were a major turn off, the rest of the other foods served were okay.

Other service which were lacking in the restaurant ands hotel:
- The person who was serving the roast chicken at the meat counter were serving ‘peanuts’ to customer – instead of giving the customer the right amount of meat from the fresh new chicken that was on the plate, he scraped out particles of meat from the nearly naked chicken bone on the chopping board to be given to those who queued up for the meat as if he was saving the two fat whole chicken on the plate for some VIPS! When asked (which I overheard, from a customer) he gave nonchalant look as if there were nothing happened.) – What a joke!

- When asked why was there lack of food / no refill made on the food at the counter, the respond given was that the food was packed away by the earlier government staff who dined at the restaurant.- how can this even be taken as an answer to a paying customer?? When asked about if there were discount in response to the condition, no answered were given, until later when we asked for the bill, we were informed by the waiter that our bill has already been void and waived – why was this little info not delivered to us with a sincere apology by the person who is supposed to be the ‘manager’ ?? Clearly the staff (particularly the person in charge) was lacking of proper communication skills and courtesy!

- The front office staff was a turn off too, when asked whether we could utilise the hotel restroom, the response was “ sorry, only hotel guests (resident in hotel) is allowed to use it”. After telling her that we have just dined at the hotel and waited for like a year for her to deliberate the decision with her colleague, she finally told us we may use the facility! That too not even moving an inch until we had to ask again and she told us that we had to be standing in front of the restroom for them to open the key for us???wow….totally unbelievable! Why on earth would we want to walk in a hotel and use the facility if we were not having any business at the hotel?? Totally lack of common sense!

This staff at the hotel and the service rendered during our visit were a total disappointment. The expectations that the service would be extraordinary at par with the rest of its other brand of hotel were a drab of sickly illusion, too good to be true and mere joke! Unless the management take serious action in rectifying this flaw, the reputation will remain tainted forever!

  • Stayed: November 2012, travelled with friends
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Thank Pschrony
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Communication D, Manager at The Klagan Regency, responded to this reviewResponded 21 December 2012

Dear Pschrony,

Greetings from Novotel Kota Kinabalu 1Borneo!

Thank you for taking the time to share your review on our hotel during your recent visit to Novotel Kota Kinabalu 1Borneo.

It is with sincere regret that we note your dissatisfaction with our food and service. On behalf of Novotel Kota Kinabalu 1Borneo, please accept our deepest apologies for this obvious lapse in service during your visit. Your comments have been communicated to the relevant head of departments for rectification.

Psychrony, rest assured that we have taken serious note of your comments and we will emphasize on training in these specific areas.

In the meantime, if we may be of any further assistance, please do not hesitate to let us know.

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Reviewed 22 November 2012

A pleasant 3 night stay in Novotel while we toured the surrounding spectacular sites like Mt Kinabalu, Klias forest swamp, Sapi island and KK itself.
The hotel staff is warm, upbeat and eager to make your stay as comfortable and smooth as possible. By chance we ran into the GM who took time off his busy schedule to inquire on our stay and whether we needed anything which was very considerate of him. The location of the hotel is also convenient because you can buy anything you need at the 1Borneo mall (we had to buy some raincoats to go to the Klias river .. and a cream to heal insect bites). Although the hotel is a bit far from downtown KK (10-15min car ride) you can easily take a cab to go there.
The staff also created a very neat rice-decoration on the floor in the lobby to celebrate deepavali which was a nice touch of local culture in the modern hotel.

  • Stayed: November 2012, travelled as a couple
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3  Thank lilsfole
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Communication D, Manager at The Klagan Regency, responded to this reviewResponded 23 November 2012

Dear lilsfole

Thank you for choosing Novotel Kota Kinabalu 1Borneo as your accommodation choice during your recent stay in Kota Kinabalu and for sharing your appreciation with us.

We are delighted to learn that you had an excellent stay with us. Your comments on our staff are most gratifying and have been shared with the whole team.

It was certainly a pleasure for us to be at your service and we look forward to welcoming you again to Novotel Kota Kinabalu 1Borneo.

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Reviewed 21 November 2012

Nice enough. Nice friendly staff. Our stay was only for one night, so we did not use the hotel facilities. Room was clean,bathroom clean,bed comfy . Not quiet though. Could here a man on speaker praying outside, very early in the morning which woke us up.

  • Stayed: November 2012, travelled with family
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Thank michelle m
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Communication D, Manager at The Klagan Regency, responded to this reviewResponded 23 November 2012

Dear michelle m,

We would like to thank you for choosing Novotel Kota Kinabalu 1Borneo during your recent visit to Kota Kinabalu and for sharing your experience with us.

We are pleased to note your good feedback on our room and staff. It is always encouraging as our guests’ satisfaction is our primary concern.

We look forward to welcoming you back to Novotel Kota Kinabalu 1Borneo in the very near future and in the meantime, if we may be of any further assistance, please do not hesitate to let us know.

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Reviewed 15 November 2012

Had a business meeting organized at this hotel recently. I have heard of poor construction workmanship of the 1 Borneo shopping mall before but was surprised that this has also affected the hotel. The room I got had laminated wooden flooring that has expanded & creaking due to moisture. All the wooden furniture were very worn out and does not seem lasting. This room was also located next to a machinery (VRV) room which causes a constant droning sound permeating into the hotel room - did not quite enjoy my sleep.

The bathroom had cracked & loose tiles (also tiles were not suitable for bathroom use - super slippery when wet!). The towels provided were disgusting as it was all thin, fraying & worn-out, not to mention stained - 3 out of the 4 towels provided in the room over my 2 night stay was stained!

In terms of business facilities, refreshments, especially coffee & tea were always late, affecting our meeting's progress. Food (lunch & dinner) served at the restaurant was average.

On my departure, I left a completed feedback form, but have yet to hear from the management after 2 weeks.

  • Stayed: November 2012, travelled on business
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Thank yokeliang
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Communication D, Manager at The Klagan Regency, responded to this reviewResponded 23 November 2012

Dear yokeliang,

We would like to thank you for choosing Novotel Kota Kinabalu 1Borneo as your accommodation and for taking the time to share your experience with us.

It is with sincere regret that we note your dissatisfaction with our service and facilities. We are sorry for the inconvenience this may have caused you. Your comments have been communicated to the relevant head of departments for their immediate review and action.

We appreciate your concern and time taken to bring these matters to our attention. In fact, we have received your feedback form much earlier and immediately replied to your personal email. Nevertheless, we sincerely hope this experience will not alter your confidence in Novotel Kota Kinabalu 1Borneo and that you will give us the opportunity of welcoming you again. In the meantime, if we may be of any further assistance, please do not hesitate to let us know.

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Reviewed 14 November 2012

We choose this hotel because it was under the Accor Hotel group and we had some discount on it. We are a family of 2 adults and 3 very young children and we glad that the hotel gave us connecting rooms. However we were shocked to find out that there is no bathtub as we saw on the website, the superior room does comes with a bathtub. This was truly disappointing. It also create difficulties as we need the bathtub to bath our children. There is also no shower handle thus it is very hard to bath our kids everyday. We stay for 5 nights at this hotel. Main reason of choosing this hotel is because of the shopping mall attached to it.

Room
The room is very spacious, probably a bit to big. We felt a bit empty sleeping in the room. The TV feature wall feature a mirror from end to end. This is nice but it create the room to look even bigger. The lighting in the room is really a lot. This create a grand feeling which is welcoming. As mentioned, we were disappointed that there is no bathtub as we are sure we booked a superior room with bathtub. The TV is an LCD TV which is good. The flooring is laminate floor which give me a cheap feeling and some part of the flooring gives a hollow sound. The air con in the room frequently shut off by itself and we have to manually on it again but this does create any problem for us.

Facilities
The swimming pool was nice and was situated on the roof which allow the user to view the surrounding area but the pool is a bit small and seem crowded at certain point. There is no gym although it indicated on the lift button panel so don't be trick by it. They have a small kids corner but don't seem to be utilised by anyone as I think everyone will be going to the mall which it was attached to.

Food
Breakfast was normal and nothing great. Not much variety and we became sick of eating the same thing after 5 days. The noodle was great though. No need to ask about lunch and dinner as the mall is attached and you can always go down and buy lunch or dinner.

Service
Housekeeping staff was the best and they are very prompt. Everytime they came to my room, they will always smile. The reception and breakfast staff needs to communicate as we were on a few occasion told that breakfast was not included by the breakfast staff but when checked with reception staff we were told it was included. This created a bit of frustration for my father-in-law.

Overall a pleasant stay at Novotel Kota Kinabalu. We also heard from our tour guide that it was a better hotel compared to the one beside it. We will stay here again if we are visiting 1Borneo mall.

  • Stayed: November 2012, travelled with family
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Thank Depipis
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Communication D, Manager at The Klagan Regency, responded to this reviewResponded 23 November 2012

Dear Depipis,

It has been our great pleasure to welcome you at Novotel Kota Kinabalu 1Borneo and thank you for sharing your comments about your stay.

We are delighted to know that you had a pleasant stay with us. On the other hand, your comments have also raised areas of concern which will be shared and addressed with the rest of the team. It is feedback such as yours that enables us to adjust and better serve our guests and meet their satisfaction.

We all look forward to welcoming you again on your next visit to Kota Kinabalu. In the meantime, if we can be of any assistance, please let us know.

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Reviewed 13 November 2012 via mobile

This here is my second review about this hotel. As per my previous review, this is more towards the food and beverage department. Whenever I'm here, the hotel will provide free buffet breakfast at the hotel. I have had bad experiences at the restaurant before, not due to the staffs (they are friendly), but the quality of the food provided. Its almost (if not), the same menu everyday for months, tasteless, and is unbecoming for a hotel chain like Novotel. Having no choice due to the poor location, I had to order something from room service to eat because it is pass midnight, and there is NO restaurants or bars open at this time anywhere near here. Ordered the "local specialty" called the chicken rice. It came cold, chicken as if it's fresh from the fridge and the rice as hard as a rock (cold too). I immediately returned it and have confirmed my verdict that nothing is worth eating at this hotel. Trust me!

  • Stayed: November 2012
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Thank 69nakamura
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Communication D, Manager at The Klagan Regency, responded to this reviewResponded 23 November 2012

Dear 69nakamura,

We would like to thank you for choosing Novotel Kota Kinabalu 1Borneo as your accommodation and for taking the time to share your experience with us.

On behalf of Novotel Kota Kinabalu 1Borneo, please accept our deepest apologies for the inconvenience you were caused during your stay with us. Your comments have been communicated to our F&B department for further review and action. Rest assured that appropriate training will be conducted to avoid the recurrence of such incident in the future. Nevertheless, we are pleased to note your appreciation friendliness of our staff at the restaurant.

We do appreciate you bringing this issue to our attention and therefore giving us an opportunity to improve. We hope that you will give us another chance to welcome you when you next visit Kota Kinabalu. In the meantime, if we may be of any further assistance, please do not hesitate to let us know.

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Additional Information about The Klagan Regency

Address: Tb-00-01 | 1Borneo Hypermall, Jalan UMS, Kota Kinabalu 88450, Malaysia (Formerly 1 Borneo Hotel)
Region: Malaysia > Sabah > West Coast Division > Kota Kinabalu District > Kota Kinabalu
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#11 Spa Hotel in Kota Kinabalu
Price Range: £39 - £98 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — The Klagan Regency 3.5*
Number of rooms: 269
Official Description (provided by the hotel):
Located within a 25-minute drive from the Kota Kinabalu International Airport, The Klagan Regency offers exceptional comfort and value in Kota Kinabalu. The hotel has direct access to 1Borneo Hypermall which houses a selection of over 300 shopping, leisure and dining outlets. The Klagan Regency is also an excellent venue for any events with the capacity to hold up to 1,800 persons. It's close proximity to many corporate and government offices as well as several tourist attractions in Kota Kinabalu, making this the preferred hotel for leisure and business travellers alike. ... more   less 
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Also Known As:
Novotel Kota Kinabalu 1borneo Hotel Kota Kinabalu
Accor Kota Kinabalu
Kota Kinabalu Novotel

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