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Sutera Harbour Resort (The Pacific Sutera & The Magellan Sutera)
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Reviews (3,037)
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Reviewed 5 January 2014

We spent 4 nights at the Pacific Sutera hotel. I suggest people to stay at a different hotel. The room, facility were good and they had friendly staff, but the food and drinks were a disappointment.
At all the restaurants, pool side bars, we ordered food and drinks but it took around 30 minutes for the drinks to arrive, and another hour for the food to arrive. The food and drinks are SO expensive, but low in quality. Even if you decide to stay at this hotel, it's worth the taxi ride to go to Shangri-La in Tanjun Aru. The food, drinks and service is so much better there.

  • Stayed: December 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank ksbu
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SHR-Management, Group Director of Sales & Marketing at Sutera Harbour Resort (The Pacific Sutera & The Magellan Sutera), responded to this reviewResponded 9 January 2014

Dear ksbu,

Thank you for taking the time to write a review of your recent stay with us.
We apologise for not exceeding your expectations with reference to the food and beverage service.

Your comments have been noted and extra measures are being taken to ensure improvement in service for our guests.

We hope to have another opportunity to welcome you for a more positive experience in the future.

Best regards,
SHR-Management.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 January 2014

We spent 8 nights at the Pacific Sutera hotel over Xmas.
Over all the hotel is very nice but it looks a little tired and dated in some areas.
The rooms are OK but certainly not 5 star standard.
The staff were excellent throughout the resort and could not do enough for you.
I was amazed at their patience with the other guests (95% were of Asian decent mainly Chinese and Koreans) they are very rude to the staff and basically pigs when around food. The break.fast buffet was very good but turned into a zoo when the Asians arrived.
We have Xmas eve dinner in the buffet and it was very good and Terrance even joined us down in Jugs for a beer after he delivered our champagne in person. He was very good and also very friendly
Breeze bar was very good but the staff became overwhelmed around midday when the food orders could not be met, it took over 90 mins one day to get a meal. It seems as though the kitchen is too small, also the menu at Breeze was very limited, again not a 5 star hotel.
Jugs bar down stairs, at 1st impression is dark and smokey but the staff here make up for that. They are excellent and very friendly especially Maya who smiled the whole time we were there.
Over all the hotel and staff was very good.
The golf course however was a different matter. For $100 a round I would expect at least the greens to have grass on them. They were very poor at best and because of this I would not recommend this resort to anyone that wants to go and play golf.
One thing that would make the resort slightly better would be covered walk ways as it rains nearly every day and the hotel does not provide umbrellas.

Room Tip: Due to the shape of the hotel all the room doors in the main building open out to an open area which is tiled because it gets wet, this makes it very noisy.
  • Stayed: December 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Agbami
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SHR-Management, Group Director of Sales & Marketing at Sutera Harbour Resort (The Pacific Sutera & The Magellan Sutera), responded to this reviewResponded 9 January 2014

Dear Agbami,

Thank you for choosing Sutera Harbour Resort for your vacation destination.

It delights us to know that overall, our hotel and staff met up to your expectations. We are pleased to hear of your compliments for our staff who went the extra mile to make your stay an enjoyable one.

We would like to inform that umbrellas are available upon request at the Concierge. Also, we are currently in the process of increasing the number of umbrellas to be made available to our guests during the rainy days.

In regards to the golf course and its condition, we are aware of the lack of grass on the greens. Due to excessive rain that we have experienced of late, it has had an adverse effect on three of the greens. Our Golf Course Maintenance Team are working tirelessly in these extreme conditions to provide the best course conditions possible.

On that note, we hope to have the opportunity to welcome you back for a more positive experience in the future.

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 January 2014 via mobile

We spent 5 nights at the Pacific Sutera and overall it had been a great experience. The views from our ninth floor seaview deluxe room are amazing. The facilities in the resort are excellent, as are the restaurants, although after three nights of dining at the resort we got a bit bored and ventured out. The Magellan definitely seems to be the nicer of the two hotels, but our room (and view) at the Pacific was excellent and you can use the facilities at both hotels regardless of where you stay.
What really makes the Sutera resort stand out is their staff. Extremely friendly and helpful and love to smile and laugh. All in all a great stay.

Stayed: January 2014, travelled as a couple
Thank Bubbsie84
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SHR-Management, Group Director of Sales & Marketing at Sutera Harbour Resort (The Pacific Sutera & The Magellan Sutera), responded to this reviewResponded 9 January 2014

Dear Bubbsie84,

Thank you for sharing a review on TripAdvisor.

We are pleased to hear that you enjoyed your stay as well as our spectacular views. Your compliments are certainly a great motivation for all of us as we work towards our commitment to deliver the best service for each of our valued guests.

Greatly looking forward to welcome you back to Sutera Harbour Resort the next time you return to Kota Kinabalu!

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 January 2014

Stayed at Pacific Sutera during Xmas time for 5 days and enjoyed the stay. All the staffs are friendly and helpful, Concierge is always there to help. But need more of them as there is usually one concierge at the desk and he is surrounded by tourists with load of questions.
Need more training to the phone operators as I dial "1" and ask for extra bedsheet. It didn't come. But when I dial "1" again and ask the operator to trsf the call to Housekeeping, I get what I wanted. Same thing happened when one of the light is broken and I have to directly speak to Engineering and they fix it right away. It seems the operators never pass your requests to the relevant dept.
City Shuttle is great but if they can add the 7pm trip it will be great as this is the time for people to go to KK town for dinner
Silk Garden serves great Chinese food. Buffet Breakfast is good but the selection is the same everyday so you will get bored after two days.
The Pools are great as there are four to choose from so you won't bored by it.
Free wifi is good and the speed is good
TV selection is just ok, Better to add Astro WahLaiToi‎ for HK tourists and children channel (Disney, CartoonNetwork) for the kids

  • Stayed: December 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank hknewa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SHR-Management, Group Director of Sales & Marketing at Sutera Harbour Resort (The Pacific Sutera & The Magellan Sutera), responded to this reviewResponded 9 January 2014

Dear hknewa,

Thank you for posting a TripAdvisor review about your recent stay with us.

We are pleased to hear that our staff were able to cater to all your needs. However, we would like to apologise for the inconvenience caused by our operator service. Rest assured, we take all feedback seriously as it offers us opportunities to review and improve our shortcomings. We hope that this experience will not deter you from visiting our property again.

As our valued your guests, your opinion is of utmost importance to us, therefore all comments/suggestions have been directed to the relevant departments and we will work towards improvement where necessary.

Thank you for your suggestion on the TV channels. We are happy to inform that new channels will be added soon which includes Nickelodeon for children.

On that note, we look forward to welcoming you back to Sutera Harbour Resort.

Best regards,
SHR-Management.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 January 2014

7 days spent at this Resort were excellent.
Staff on front desk on arrival, concierge great, transport to city regular, meals excellent including great breakfast.
Golf course was only 10 mins away and best to play in mornings as rain came usually late around 4.00 pm.
Italian restaurant was top class and the cleanliness in the rooms was great and prompt.
In the city shopping was not very enticing as the old shopping centre was stocked with average stock.
New one called Syria was better but more expensive.
Only purchases by family were headphones and DVD,s which were value.

Room Tip: Room overlooking pool best
  • Stayed: December 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank 9,731,936
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SHR-Management, Group Director of Sales & Marketing at Sutera Harbour Resort (The Pacific Sutera & The Magellan Sutera), responded to this reviewResponded 8 January 2014

Dear 9731936,

Thank you for sharing a review of your recent stay with us.

Your title "Top Class Resort" is certainly a great compliment and it makes us all proud of the work that we do! Glad you had the opportunity to enjoy the services and facilities available around the Resort; as well as dine at our award-winning Ferdinand's Italian Restaurant at The Magellan Sutera Resort.

Greatly looking forward to welcome you and your family back to Sutera Harbour 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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