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Sutera Harbour Resort (The Pacific Sutera & The Magellan Sutera)
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Reviews (3,073)
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Reviewed 4 July 2013

Stayed 4N5D at The Magellan Sutera. Extremely disappointed when rooms were told not ready on arrival at around 2.30pm when checkin time is supposed to be 2pm. Offered welcome drinks but was escorted to the lobby lounge felt being left abandoned there coz was not being served or even seated by staff until we enquired with one of the servers. Finally rooms ready after an hour wait but was offered twin bedded rooms although being confirmed king bedded rooms when reservations made. Harbour view rooms were not available although being confirmed when reservations made which a male Manager explained HV rooms r under renovation. Fruit amenities were offered to 3rooms but only delivered to 2 and 1 was sent on the second night after we enquired. It was a nice gesture of upgrading one of the rooms to suite though inconvenience caused to all of us. We ordered in room dining on the 2nd night at 10pm waited for more than an hour and chased for 2 times but received same reply: "Food has been delivered, u havent received them yet?" Of course not! That's the reason for calling! The server arrived and one of the pasta order was missed out and was replied no more pasta but it was on my check.
The Magellan Sutera is a typical resort with nice facilities and great location however more training is required for front of house staff on service quality especially have to smile more at the desk.
Room makeup service was neat and Housekeeping staffs were polite when saw them in the morning, they always greeted us with a smile.

  • Stayed: July 2013
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1  Thank tina699669
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SHR-Management, Social Media Manager at Sutera Harbour Resort (The Pacific Sutera & The Magellan Sutera), responded to this reviewResponded 8 July 2013

Dear tina699669,

Thank you for taking the time to review our property, The Magellan Sutera Resort.

We truly value the opinions of our customers and we apologize that we did not meet up to your expectations. It has always been our mission to provide our guests with the best possible hospitality and service at Sutera Harbour Resort.

As much as we understand the disappointment in waiting for the rooms, please be assured that we do our utmost to find the best rooms for every of our guests. It was unfortunate that this time was a very busy period for The Magellan Sutera Resort, we took longer than usual to get the desired rooms available for you. We have addressed this issue with the department accordingly.

In regards to the room service (in-room dining) and front of house staff, the shortfall in service you have highlighted is appreciated. Rest assured, we take your comments seriously as this will serve to reinforce the service benchmark that our guests expect of us.

On that note, thank you for the comments, it has opened our eyes further into understanding our guest’s fulfillment or disappointment in our hotels services and facilities.

We look forward to another opportunity of welcoming you back.

Best regards,
SHR-Management.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 July 2013

This is our 2nd visit and we can see the resort looks tired. We were told the sea view rooms had been upgraded but the only difference we could spot was the flat screen tv and cabinet when we entered the room. Our seaview rooms had no view of the sea. Check in took more than 1 hour as our rooms weren't ready and we arrived at 2:30pm past the check in time. There is no wi-fi in the rooms, only in public areas which is disappointing since most Asian hotels offer this, including Tanjung Aru. Staff work at slower pace here too. The facilities are worn and tired, esp the slides at the country club area. Not enough pool side chairs to go around.

  • Stayed: July 2013, travelled with family
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Thank homesyd
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 30 June 2013

Stayed at Pacific Sutera for 3 glorious nights. Everything was magnificent - the room, the view, the pool, the food, the service - all excellent. Welcomed with rose petals in a heart shape on the bed and in the bath tub - nice touch! Fruit provided free of charge was nice too.

Prices were sometimes a little steep but the quality was superb. The swim up bar with happy hour from 1 to 5pm was a dream. Loved the pool/beach area and the restaurant near there (Breezes) though be careful eating there at night - gorgeous sunsets but the mosquitoes come out in force after dark. To their credit the staff did bring us a mosquito coil.

Breakfast was a sensational buffet with everything you can imagine (except bacon of course - exceptionally difficult to get pork products anywhere in sabah due to their muslim culture). That restaurant also does wonderful buffet and a-la-carte dinners at reasonable prices - highly recommended.

As this was our second visit to Kota Kinabalu we only left the resort once this time, to go scuba diving (booked from the lobby of the hotel - excellent value & great dive staff!) This really was one of the most beautiful resorts we have had the pleasure of visiting. Don't miss it.

Room Tip: Ocean / pool view is beautiful - higher the better. Can be a little noisy if they have a function in the gardens at night.
  • Stayed: June 2013, travelled as a couple
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2  Thank Tom M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SHR-Management, Social Media Manager at Sutera Harbour Resort (The Pacific Sutera & The Magellan Sutera), responded to this reviewResponded 8 July 2013

Dear Tom M,

In our warm Malaysian hospitality, we would like to say 'Terima Kasih' (Thank you) for choosing The Pacific Sutera Hotel as your honeymoon getaway.

We are very happy to hear that you had received 'a true 5 star experience' during your time with us. It is important to us that our guests enjoy a comfortable and personalised stay, so we are glad that you enjoyed that along, with the Hotel's services and facilities.

Our staff will be most delighted to hear of your compliments and we look forward to many more of your visits to Sutera Harbour Resort where we cover the best of Sabah.

Best regards,
SHR-Management.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 29 June 2013 via mobile

I booked for a deluxe room however when we checked in it was fully occupied. I supposed it must had been over booked. But the front staff Rohana was so kind to offer me a SUITE room instead although we had to wait for 45 mins for the room to be readied. She also gave us complimentary drink and snack at the lobby lounge. I must say it was a very nice gesture from the hotel.
The suite room was fantastic overlooking the sea and sunset.

We were told by the porter that we could have breakfast at the club lounge, however when we turned up the next morning only to be told that we were not entitled by the staff in an unpleasant manner.That was quite embarrassing for us. There should be a better way to chase us out without humiliating. Breakfast at the 'Boleh' cafe was average, they had a large spread but the taste were off for most of the items and they served the same spread for all the 4 days that we were there. We even tried the ala carte food and to our opinion the food served were just below average and over priced.

We do have to complement another staff in the house keeping department by the name of Norehan whom by her own initiative, provided our family with an extra queen size thick comforter and 4 extra pillow to accommodate our family.

In all our stayed in Pacific Sutera was pleasant with few minor hiccups especially the food and some unpleasant gestures from some staffs. Best of all the pool was huge enough to entice our kids!

  • Stayed: June 2013
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Thank terubuk m
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SHR-Management, Social Media Manager at Sutera Harbour Resort (The Pacific Sutera & The Magellan Sutera), responded to this reviewResponded 3 July 2013

Dear pakudiver,

Thank you for taking the time to review your stay at The Pacific Sutera Hotel and particularly, in highlighting the efforts of our Front Office staff, Ms. Rohana and Housekeeping staff, Ms. Norehan. They will be delighted to know of your commendation.

The shortfall of service which you have highlighted during your time with us is appreciated. It will serve to reinforce the service benchmarks our guests expect of us. In regards to the breakfast quality and rotation, it is well taken and we can assure you of improvement in this area.

With that, thank you for the comments, it has opened our eyes further into understanding our guest’s fulfillment or disappointment in our hotel's services and facilities. We look forward to serving you again in the future.

Best regards,
SHR-Management.

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Reviewed 28 June 2013

We stayed 22-26June at the Magellan Sutera. In general it was a nice break. Enjoyed it.
The hotel is less than 10 minutes’ taxi ride from the airport (30 ringit), which surely saves a lot of time especially if you have just flown many hours (although it was not my case). The hotel's lobby is tres manifique, the staff very warm, so the first impression was good. Doubtless it is an old hotel some facilities could use an upgrade. Our deluxe seaview room however turned out to be alright in general, except that the bed is a bit hard and the linen is a little uncomfortable on the skin. The toilet generates a very loud noise when flushing; can't do much about it. It was also a bit annoying to find a very tall coconut tree in front of our balcony, blocking almost 50% of the sea view. I guess you need to tell the staff to avoid that type of sea view room when you check in.
The Sutera Harbour Resort itself is huge, with an Olympic swimming pool which we adored and its own pier to go to the small islands.
Unless on the weekend, the pool is normally not that busy at all as this resort is dominated by Chinese, Korean and HongKongese tourists who don’t like their skin tanned.
As to the small islands, I was told that they were all about the same. I therefore chose Manukan which seemed to have a longer beach. The island is quite beautiful but the garbage around really turned out to be eye sores. It has simply been spoilt by the tourists although the staff keep cleaning.
If you wouldn’t mind travelling on the speedboat for around an hour as we were told by the staff at the Sea Quest, you may go to Mantanani Island which is more beautiful and definitely cleaner.
BTW, the region was and I believe still is suffering from the smog caused by the forest fires in Indonesia. We therefore didn't really have the luck to fully appreciate the well known sunset, but we still loved the moments at the Al Fresco in front of the sea sipping their sunset cocktails and enjoy the soothing cool breeze.

Room Tip: Lately KK has smog! Try to avoid sea view rooms which have coconut trees right in front of the balcony. Go to a further island if you would like to enjoy the quietness and cleaner beach.
  • Stayed: June 2013, travelled as a couple
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Thank AYWEN
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SHR-Management, Social Media Manager at Sutera Harbour Resort (The Pacific Sutera & The Magellan Sutera), responded to this reviewResponded 3 July 2013

Dear Lebaiserdudragon,

Thank you for taking the time to list down the details of your stay with us and we are glad that you enjoyed a nice break at the Resort. Your positive comments in regards to the hotel lobby, staff, room and facilities is certainly good to know.

However, we would like to apologise for the areas that fell short of your expectations during your time with us. Rest assured, we take your feedback seriously and will be shared with the concerned departments to ensure that we continue to offer an unparalleled level of service to our guests.

On that note, we look forward to welcoming you again for a renewed experience at The Magellan Sutera Resort.

Best regards,
SHR-Management.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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