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Sutera Harbour Resort (The Pacific Sutera & The Magellan Sutera)
Ranked #8 of 92 Hotels in Kota Kinabalu
Colombo, Sri Lanka
Level 4 Contributor
30 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
“Good Value for Money”
Reviewed 18 June 2012

Nice hotel with good helpful staff. Breakfast is full of choices. Did not eat anywhere else due to meetings. Basement bar a disappointment compared to the city boardwalk. Nice spacious rooms with good amenities. Very comfortable beds and spacious bathroom. Housekeeping could clean specailly the bathroom better (deep cleaning). Well priced for the facilities.

Room Tip: Some rooms are without balcony, request balcony. Nice view of golf links....
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  • Stayed April 2012, travelled on business
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Helpful?
Thank Upul G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Date | Rating
  • Arabic first
  • Chinese (Traditional) first
  • Chinese (Simplified) first
  • Danish first
  • Dutch first
  • English first
  • French first
  • German first
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English first
Sandakan, Malaysia
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 18 June 2012

Spent a night here, given by its price it kinda look promising that I'll be able to enjoy their facilities and even get a pretty awesome sleep BUT to my surprise it wasn't like that at all! Check-in was wee-bit disappointing as I requested for a sea view room but was given a partial golf/sea water village housing which according to them its still consider a 'sea-view room'. In the end they switch d room to a proper sea view. If you visited their website at : http://www.pacificsutera-kotakinabalu.com/ppc/rooms.php. Info stated that their room comes with a private balcony, yet again another disappointment, there's NO balcony to be found in the new switched room. Personally I think their standard and upkeep is going down hill, and for the price that I am paying, its not worth staying at all.

Room Tip: For those that insist on having your balcony try request for rooms above 10th floor.
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  • Stayed June 2012, travelled solo
    • Value
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Helpful?
1 Thank sharonaufal
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
London, United Kingdom
Level 2 Contributor
9 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed 17 June 2012

We just returned from Sutera Harbour resort having stayed there for 4 nights in May 2012 and true to most reviews here, it was a fantastic property and the majority of staff were courteous and helpful befitting a 5-star property. We were most pleased with our stay until the penultimate night when we decided to dine at the 'acclaimed' Chinese restaurant Silk Garden at Pacific Sutera Resort. What was claimed to be one of the best restaurants by Tatler Malaysia turned out to be rather mediocre but worse, a few hours after dining, each one of us in our party (4 of us) had stomach upsets which lasted throughout the following day. Worse still, we had booked a full day tour to Kinabalu Park and were left to suffer on board the bus the next day which obviously, dampened what would have been a memorable experience. When we approached the hotel duty manager, he tried to offer us porridge but refused to even offer basic over-the-counter medication such as Lomotil. He then suggested we visit the local doctor but it was 'just a suggestion' and the hotel 'would not be held responsible'. After much insistence, he finally agreed to pick up the clinic bill and agreed to arrange a meeting between the hotel Assistant General Manager and us to discuss the matter further. 

To our horror the next morning, the Assistant General Manager of Pacific Sutera Harbour, a certain Mr Park, decided to deny any possibility of food poisoning related to the meal we had at Silk Garden. Instead of helping guests feel looked after befitting a 5-star hotel, he handled the matter most distastefully by insisting that the hotel would look into the matter but would not be held responsible and that the charges for the clinic visit would be billed to our rooms. We were prepared to drop the matter if the hotel simply gave us some basic medication initially but we went to the clinic on the duty manager's "suggestion". To be fair, we also decided that we would do the full medical test at the clinic to understand what caused the food poisoning but it's been 4 weeks later and the hotel has failed to get back to us and provide any follow up. One certainly wonders why the hotel would not get back to us for a medical report that we were made to pay!!! To make matters worst, Mr Park tried to hide behind some medical 'facts' claiming that food poisoning related to the last meal would need several more hours than our initial reactions to produce symptoms to the body such as diarrhoea which we all suffered from - what utter nonsense!!! We are sure many people have suffered acute food poisoning whereby the reaction to the body happens very quickly to prevent toxic accumulation in the body. Mr Park though, tried to dispense with his 'experience' despite not being a qualified medical professional. He also bragged about how he has international experience in the hotelling business which felt like it was intended to intimidate us as the hotel guests rather than adopt a more comforting stance. We couldn't believe how we were being treated , and considering that one of us in the party was still feeling poorly from the ordeal, we thought the least Mr Park or the hotel management could do was to be that bit more considerate towards our feelings. Furthermore, considering that we spent, as a party, over 4000 ringgit at this hotel which is no small amount, the fact that the Assistant General Manager went through such lengths to cause us such distress for a clinic bill of only about 100 ringgit just says it all about what Mr Park stood for when it came to hotel guest relations.

The whole experience with Mr Park, the Assistant General Manager, was terrible and infuriating, and completely against the experience we have had thus far with staff below him who were courteous and at least tried to help. All Mr Park would do was distance the hotel from the matter and worse still, argued against us the whole time rather than trying to make us feel better. It was also the morning we were checking out so we left most disappointed with what would have been a fantastic stay otherwise. We wrote a long and detailed complaint letter against Mr Park to the hotel General Manager but to date, have not heard back anything. We wonder if genuine feedback is actually taken seriously by the management of the hotel or if they simply decided that the interests of the guests are not important like the way their Assistant General Manager behaved. It doesn't take a lot to keep hotel guests happy, just respect, courtesy and honest service but thanks to one individual, they've managed to completely ruin our experience.

It's a bit unfair to rate the entire hotel with a poor rating like what we've done here due to one individual's actions which also happened to be, supposedly, representative of the hotel management. However, the distress we suffered meant this is also representative of our opinion for this trip. We hope none of the other readers here go through the same experience that we did but just beware...

  • Stayed May 2012, travelled with family
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Review collected in partnership with Worldhotels.com

Helpful?
2 Thank BenWP
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MSBobby, Public Relations Manager at Sutera Harbour Resort (The Pacific Sutera & The Magellan Sutera), responded to this review, 18 June 2012
Dear Mr. BenWP,

Thank you very much for choosing The Pacific Sutera Hotel as your preferred hotel destination in Kota Kinabalu and for taking the time to comment on Tripadvisor.

We fully understand that not feeling well is very upsetting but we have to clarify that the hotel cannot just give over the counter medicine to our hotel guest and of course, first course of action is to suggest a visit to our panel doctor when our customers do not feel well.

However, your claim was food poisoning and an allegation as such must be confirmed by a doctor by doing the relevant tests.

We recommended that you visit our panel doctor so that we can find out the cause of the diarrhea. From our log I understand that Mr. Guo visited the doctor once back from the tour and according to the medical report it was reported that patient was diagnosed with acute gastroenteritis. We also learned that Mr. Guo gave stool sample and the pathology report came out with negative findings in terms of parasites or cysts. This report was emailed to you by Mr. Park dated 28 May, 2012 with details.

Our investigation also shows that there have been no other negative guest reports from the Chinese Restaurant during that time.

We would like to think that our guests return or recommend us. As you have so kindly noted, our staff is excellent and friendly and have, I am sure, worked with your best intentions in mind.

We must apologise for our lack of overall guest satisfaction and without your input, we would not better our understanding of our guest’s fulfilment or disappointment in our hotels services and facilities.

On behalf of The Pacific Sutera Hotel, I thank you for drawing attention to our successes and disappointments.

Warm regards
Ivy Stanislaus
Marketing Communications Manager
Sutera Harbour Resort
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Busselton
Level 4 Contributor
26 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed 10 June 2012

Just returned from a week in Kota kinabalu. Found the hotel and staff to be wonderful.Great repoire with the staff at the restaurants. Very helpful in organising and recommmending tours.
Would stay there again

  • Stayed May 2012, travelled as a couple
    • Value
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    • Cleanliness
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Helpful?
2 Thank Liz B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kuala Lumpur, Malaysia
Level 3 Contributor
14 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
Reviewed 8 June 2012

We stayed 2 nites in Kinabalu Pine Resort (KPR) and 2 nites in Magellan Sutera Resort.
It was a very big contrast between the 2 hotels -- KPR is up the hill, small , low profile and cooling. Magellan is just the opposite -- huge, luxury & hot by the sea!

Everyone of us was so excited when we stepped into the resort!. Ms Lina at the check-in counter was very friendly & effiecient. She tried her best to give all our 4 rooms on the same floor and gave us an extra bed in one of the room for free for our 3 yr-old boy.

The only shortfall was that the aircon in my sister & brother-in-law's room went out of order in the middle of the nite. The technician came but not able to fix it, he told them to change to another room next day. My sis & BIL have to sleep the rest of the nite with the balcony's door open as it was too stuffy without aircon. The room was changed next day but without any form of compensation -- we expected some kind of free fruit basktets, or free drinks etc but nothing. Anyhow, we didnt take it so seriously as we just wanted to have a memorable & enjoyable family trip.

All the facilities and services in this hotel have lived up to a 5* standard which i need not illustrate further, but at the end of the trip, we have an unpleasant incident which i would like to highlight to Magellan management. One day before departure, we have asked the concierge the taxi fares to airport, they told us is RM30 per tax. As there were 8 of us, we will need 2 taxis , the man at the concierge has suggested to book a mini van or MPV for all of us at the price of RM60 which we have agreed. Next day, a mini van from a tourism company called Borneo Tribe came and ferried all of us to the airport. On the way to the airport, we asked the driver to stop at 2 places just to pick up some Sabah coffee and also frozen seafood and we will pay a bit extra for the detours.
When we reached the airport, the driver asked RM150 from us which was a joke !
We said we booked the van at RM60 only as told by the hotel concierge, and we were actually ready to pay rm20 extra since he stopped us at 2 places on the way. The driver explained that RM60 was one way -- RM60 was for them to drive to the hotel , then dropped us to the airport was another RM60, and RM30 was for the 2 extra stops!
We said it was ridiculous for them to charge us RM60 more for coming to hotel -- this was not what we have agreed in the beginning, then they said it was how taxi/transport was charged in KK. After some arguement, my brother-in-law paid him RM100 and he went off.
Though this tourism company does not belong to Magellan, your concierge has suggested and booked the MPV for us. We think the management should look seriously into this matter.

  • Stayed May 2012, travelled with family
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Helpful?
3 Thank JuinZai
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Perth, Australia
Level 2 Contributor
7 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 7 June 2012

Great time. Used hair salon, excellent. Rooms well maintained with helpful, friendly staff. Concierge all you would expect. Great variety of restaurants, pools and activities. Would definitely stay again.

Room Tip: Ocean views from most rooms.
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  • Stayed June 2012, travelled with friends
    • Value
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    • Cleanliness
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Helpful?
1 Thank Julie M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kuala Lumpur, Malaysia
Level 4 Contributor
37 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
Reviewed 7 June 2012

I decided to stay in this hotel to attend the international food science conference, which was held in this hotel itself. The room was rather dull, lack of room lights and this caused me having problems in reading. There was complimentary breakfast and the choices of breakfast were limited and repeated every single day. There was shuttle bus to KK city every hour and they charged RM 3 per trip. It was free if you took the shuttle bus from KK city back to hotel. As a guest of the hotel, complimentary free shuttle bus should be provided. With the rating of 4/5 stars, I would expect the room conditions and services to be at least similar to other 5 stars hotel such as Hilton and Shangri-La.

  • Stayed April 2012, travelled as a couple
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Helpful?
2 Thank HooiTeng
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Sutera Harbour Resort (The Pacific Sutera & The Magellan Sutera)

Property: Sutera Harbour Resort (The Pacific Sutera & The Magellan Sutera)
Address: 1 Sutera Harbour Blvd, Kota Kinabalu 88100, Malaysia
Region: Malaysia > Sabah > West Coast Division > Kota Kinabalu District > Kota Kinabalu
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 On the Beach Hotel in Kota Kinabalu
#3 Business Hotel in Kota Kinabalu
#4 Spa Hotel in Kota Kinabalu
#5 Family Hotel in Kota Kinabalu
#6 Romantic Hotel in Kota Kinabalu
#6 Luxury Hotel in Kota Kinabalu
Price Range (Based on Average Rates): £
Hotel Class:5 star — Sutera Harbour Resort (The Pacific Sutera & The Magellan Sutera) 5*
Number of rooms: 956
Official Description (provided by the hotel):
Sutera Harbour Resort is Malaysia’s foremost premier integrated property. The resort encompasses the luxurious accommodation of The Pacific Sutera and The Magellan Sutera hotels, a 27-hole championship golf course, Sutera Harbour Marina & Country Club, two Mandara Spas and a host of dining and recreational facilities. Sutera Harbour Resort is also affiliated with 5 other eco-destinations in Sabah managed through Sutera Sanctuary Lodges including Kinabalu Park, Mesilau Nature Resort, Laban Rata, Poring Hot Spring & Nature Reserve and Manukan Island Resort. The resort also offers a luxury charter division, North Borneo Yachting and steam locomotive through North Borneo Railway. ... more   less 
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Also Known As:
Sutera Harbour Resort (The Pacific Sutera And The Magellan Sutera)
Sutera Harbour Resort (The Pacific Sutera & The Magellan Sutera) Hotel
Sutera Harbour Hotel
Sutera Harbour Kota Kinabalu
Magellan Sutera

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