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Sutera Harbour Resort (The Pacific Sutera & The Magellan Sutera)
Ranked #8 of 91 Hotels in Kota Kinabalu
Breda, The Netherlands
Level Contributor
52 reviews
41 hotel reviews
common_n_hotel_reviews_1bd8 35 helpful votes
“Great resort”
5 of 5 bubbles Reviewed 13 February 2014

Love my stay in this hotel. We got a suite and facing the sea. The resort is complied by two different types, one is Pacific Sutera and the other is Magellan Sutera. We stayed in the Pacific Sutera and it's good! The room is spacious, big and clean. The breakfast buffet was nice with quite a lot of choices epecially fresh fruits. The service was good and the staff worked very hard. There is a shuttle bus with a small fee that take you to the KK center. You need to book and pay at the concierge and they gave you a ticket before you get on the bus. The swimming pool is very nice, plenty of pool beds and in the middle of swimming pool, the water is shallow and I could just lie down sunbathing while I cooled off in the water. There is a bar in the middle of the swimming pool and there is happy hour for your cocktails. We did try the bowling at the Magellan Sutera, my husband and I had a nice time there.

  • Stayed November 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank TravelVitamin
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 review, 20 February 2014
Dear TravelVitamin,

Thank you for the lovely review about your stay with us in November 2013.

It is always encouraging to read of so many positive elements which you have highlighted such as our guest room, breakfast buffet spread, and service. As guest satisfaction is our primary concern, we are truly delighted that you had an enjoyable and memorable stay on this occasion.

We are also glad you had the opportunity to use our swimming pool and also bowling facility at Striker’s Bowl located on Level 3, Sutera Harbour Marina & Country Club.

Can’t wait to welcome you back to Sutera Harbour Resort, your home-away-from-home!

Best regards,
SHR-Management.
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (592)
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English first
Bandar Seri Begawan, Brunei Darussalam
Level Contributor
25 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
4 of 5 bubbles Reviewed 12 February 2014

Pacific Sutera as a whole is a very good hotel to begin with, comfortable room and very spacious with lots of in house recreational facilities and adventure packages on offer. I was given a free extra bed for my child on arrival which is a good treatment to a guest. The isolated location from the town makes it peaceful to stay here. And a dream for golfers who want to play the 27 holes golf course on a broad daylight or under the flood lights at night. The golf academy is also one of the best here.

The recreational packages such as island sightseeing, scuba diving, jet skiing and nature tour are very good indeed.

The hotel environment is a little overcrowded with tourists making the huge space seems tiny and cramped. The price is too high compared to other hotels within this region such as Marriott in Miri, Sarawak.

There is a little hiccup to the general experience somehow. Some of the hotel services are very disappointing with regards to less than fully functional elevators (on the left side from the receptionist at the very far end - non functional level 10 button on one side but at least good on the other), the treatment from the swimming pool staffs with regard to their verbal response when asked for air pump for my children's life buoy and/or jackets of which they said they never know, pretend not to know or urging us to use our own mouth to blow the life buoy/jackets, the late room make up service, and the cockroaches' smell apple juice from Cafe Boleh at level 2. The hotel service should be on par with that of Marriott hotel in Miri, Sarawak which is beyond my personal expectation price wise and its first class treatment is marvellous.

Room Tip: Book your hotel in advance and get a discount prices as rooms might get expensive or painfully unava...
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  • Stayed February 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Jamal M
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 review, 20 February 2014
Dear Jamal,

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

We are delighted to read of your positive feedback with regards to your enjoyable experiences while staying with us and to see the lovely photos you have shared in this posting.

However, we are more concerned over the areas of your stay that did not meet your satisfaction. As comments from our valued guests enables us to identify areas of improvement, we truly appreciate your feedback. We sincerely apologise for any inconvenience we have caused you during your time at the Hotel. Rest assured, we have taken note of your comments and will use them to further improve our service and facilities.

It is hoped that none of those negative points will hinder you from considering a repeat stay and we look forward to welcoming you back to Sutera Harbour Resort for a renewed experience.

Best regards,
SHR-Management.
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Brunei Darussalam
Level Contributor
29 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
5 of 5 bubbles Reviewed 11 February 2014

Had a marvellous weekend stay with my brother & his family. Staffs were always polite, very friendly & helpful. Special big thanks to Harris for helping us to find back my brother's watch which he accidentally left it in the room. CONS : I would like to add a few notes on the room we stayed. 1. The room a bit dusty. We are allergic to dust and kept on sneezing non stop while in the room esp the children. Would prefer wooden flooring than carpeted. 2. The bathroom windows : prefer to have a door lock slot.

  • Stayed June 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank altterfly
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 review, 17 February 2014
Dear altterfly,

Thank you for taking the time to post a review on TripAdvisor.

So glad to hear that you had a marvelous weekend stay in June 2013 at The Pacific Sutera Hotel!

Our associates tries to go above and beyond to ensure that our valued guests have an enjoyable stay and that includes doing everything we can to retrieve lost items. We are delighted to see that our Front Office Manager, Mr. Harris have succeeded in providing you with personalised service.

Thank you for your suggestions and thoughts about our accommodation, we will take it into consideration.

Looking forward to welcome you back to Sutera Harbour Resort soon!

Best regards,
SHR-Management.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Hong Kong, China
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
2 of 5 bubbles Reviewed 10 February 2014

My husband and I booked a golf view room for 3 nights in Pacific Sutera Hotel via a travel agency in Hong Kong. And we are still staying here by the time this review is written.

First of all, we booked North Borneo Railway trip with the hotel via email a week prior to our departure. We received a quick reply asking for our booking information. We then replied our personal information inclusive credit card details... We heard no reply thereafter.... Until we checked in to the hotel, we asked the receptionists where the railway booking office is. We were directed to the Magellan Hotel which was about 10 minutes walk from our hotel. And the office was CLOSE (on Sunday, 9th Feb, the day we checked in)! I wonder why didn't the staff just told us that it was close?

Today we went to the cafe at 8:30am, and it was quite full. We were asked to go to the Chinese restaurant downstairs. I understand it was a temporary area to divert the traffic and I could accept that the food variety is not as much as in the cafe. However, I found that the toe coffee machines were either out of water or out of beans from time to time, not to mention that the coffee table was in a mess and most of the cups were dirty. And I had to tell the staff 3 times to look at the coffee machines while it should be their job to make sure the supplies are adequate.

After all, I found a bit disappointed here and did not find the staff here very helpful and friendly.

Stayed February 2014, travelled as a couple
Helpful?
1 Thank Saanmaau
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 review, 17 February 2014
Dear Saanmaau,

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

It is truly unfortunate that we did not measure up entirely and we apologise for any inconveniences you went through at our Hotel. Your feedback is important to us as it provides valuable information that we can review to further improve for the future.

With reference to your concerns about our guest service associates which did not portray the friendly and hospitable image, we have addressed the matter to the team to ensure that we are consistent in implementing the Sutera Harbour Resort hospitality to each of our valued guests at all time.

In regards to North Borneo Railway, kindly be informed that the office opening hours are from 10.00am to 6.00pm (Monday-Saturday).

We hope that we will have the opportunity to welcome you back to Sutera Harbour Resort for a renewed experience on your next trip 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
Adelaide, Australia
Level Contributor
20 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
5 of 5 bubbles Reviewed 5 February 2014

My wife and I married on a nearby island and we stayed at Sutera Harbour with my 2 children (7 and 9 years old) and 9 other guests who travelled there with us. The resort is amazing. There are several pools to swim in, plenty of restaurants and the place is always clean. By far the best thing about this resort is the staff. Every single member of staff was pleasant and courteous. To me it seemed that each staff member had 2 jobs - the one they were assigned to (cleaning, waiting on tables, cooking food etc) and customer care, which they took extremely seriously. It really seemed like they wanted us to be happy and to have a good time, they seemed proud of their resort and genuinely interested in our satisfaction. The hotel management have done a good job to make sure that all the staff are so attentive to the guests. My 9yo made many friends of the staff and knew them on a first name basis. When it was time to leave my children cried - they have so many happy memories of that place. We will be coming back again and again! I cannot speak highly enough of this resort. My only regret is not finding them on Facebook sooner - they post cocktail and beer deals on there! Like them on Facebook before you stay there!

Room Tip: We had a room that overlooked the harbour. Nice view and close to everything.
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  • Stayed September 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank Kieron N
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 review, 12 February 2014
Dear Kieron N,

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

We are absolutely delighted to hear that you had chosen Kota Kinabalu as your wedding destination and thoroughly enjoyed your experience too.

Your compliments and recognition of our associates’ efforts is greatly appreciated. It encapsulates our efforts on being intuitive and personalised in creating a memorable stay for each of our valued guests.

Do keep in touch on our Facebook Page : facebook.com/suteraharbour

We can’t wait to welcome you and your family back to Sutera Harbour Resort, your home-away-from-home!

Best regards,
SHR-Management.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Melbourne
Level Contributor
128 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 70 helpful votes
4 of 5 bubbles Reviewed 3 February 2014

We recently stayed at the Pacific Sutera in a deluxe golf view room. We had interconnecting rooms we stayed here two years ago exactly the same time. Though the weather was not as favourable this time we still had an enjoyable and relaxing time. We were made to feel very welcome. The buffet breakfast I feel had vastly improved from two years a go. The pool though had deteriorated there were many broken tiles in the pool which was a shame. It still is a great hotel to stay at while at KK due to its location and being able to use the facilities at the Magellan and the Country Club.

  • Stayed January 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Blueye2
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 review, 5 February 2014
Dear Blueye2,

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

We are happy to read that you enjoyed your stay at The Pacific Sutera Hotel. Your compliments has certainly been an encouragement to all of us.

Our location is indeed one of our strongest attributes being a mere 10 minutes to Kota Kinabalu City and 10 minutes from Kota Kinabalu International Airport. To add on, having a variety of indoor and outdoor recreational activities as well as 15 F&B outlet in which all in-house guests are given cross-signing privileges certainly makes Sutera Harbour Resort the perfect destination for family travel.

However, we do apologise for the inconvenience you faced at the swimming pool. We take all feedback seriously and rest assured, it has been shared with the concerned department for further action.

Looking forward to having you and your family with us again the next time you visit 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
Kuala Lumpur, Malaysia
Level Contributor
321 reviews
94 hotel reviews
common_n_hotel_reviews_1bd8 365 helpful votes
3 of 5 bubbles Reviewed 1 February 2014

We booked the room for one night stay to attend our friend's son wedding on 26 January 2014. Checked in to Room 643. It was a Deluxe Room, nice & clean with comfortable kingsize bed plus a superb sea view. We left the room at 6.15pm for wedding function hosted by Ivan Chee, We had the Do Not Disturb sign on, but was very surprised that a parcel was placed into our room when we came back at 11.30pm. We were totally disappointed that Hotel Staff had entered into our room, they do not respect our privacy, they have totally compromised the DO NOT DISTURB POLICY, We do not feel safe at all and at the same time we did not have a pleasant sleep in the room . The hotel plumbing system is not sound proof, we were being awoken each time room above us flushed their toilets!!!! We reported the incident to Hotel Duty Manager at Front Desk on our departure day. . This is the second time we stayed in The Pacific Sutera Harbour Resort but this stay was indeed an unpleasant experience for us!!

  • Stayed January 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank WorldGlutton
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 review, 3 February 2014
Dear WorldGlutton,

Thank you for sharing a review with us on TripAdvisor.

We sincerely apologise for the unpleasant experience and inconvenience that you encountered during your stay at The Pacific Sutera Hotel. Your comments about our associate ignoring a ‘Do Not Disturb’ sign is much appreciated and we have promptly taken corrective measures. It is never our intention to make our guest feel unsafe during their stay with us as security is our top priority. In our continuous endeavour to meet guests expectations, all associates are trained professionally to follow procedures and it is with regrets that this incident has happened.

Through the guidance of your feedback are we able to see and eliminate the mistakes towards the improvement of our services.

In the event that you re-consider and your travel schedule does bring you back to Kota Kinabalu, we hope to have the opportunity to welcome you back for the third time to Sutera Harbour Resort in the near future for a renewed experience.

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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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 Spa Hotel in Kota Kinabalu
#3 Business 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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