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“4 nights @ Magellan Club : Nice Hotel, Excellent Staff, bad beach, bad restaurants, Nice stay”

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Sutera Harbour Resort (The Pacific Sutera & The Magellan Sutera)
Ranked #7 of 91 Hotels in Kota Kinabalu
Paris
Level Contributor
9 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
“4 nights @ Magellan Club : Nice Hotel, Excellent Staff, bad beach, bad restaurants, Nice stay”
3 of 5 bubbles Reviewed 16 February 2014

We booked for 4 night in this hotel. when we arrived, they couldn't give us a sea view room as confirmed in our booking summary, we got an harbor view room instead which wasn't bad at all.

The room was spacious, proper and charming. my note 5/5

We didn't like the main restaurant at magellan (Five sails) which was overpriced ( 116RM per person for dinner) and not very good quality of food( pretty much the same everyday) 1/5

We loved "muffinz" a small muffin's club in front of the swimming pool. my note 5/5

As we were in a VIP place(magellan club), the staff was perfect, smiling, serving, listening, and always here. my note 5/5

we had breakfast in the magellan club lounge. It was really average, pretty much the same food everyday... my note 3/5

the swimming pool is big and proper ...we had so much fun playing with our baby in this nice swimming pool. my note 4/5

the private beach...a mini tiny small beach...we didn't like it at all ...if you love private beach...than this hotel is not for you...they don't have snorkeling masks for guests and when I asked for one...I immediately realize that they don't really care about the beach and services around. My note 1/5

finally, I was very disappointed by their cruise service (summer cruise) which is so expensive and a real mass. We paid 120 RM to go to private island...and on our way back...they put us in a shame boat without safety gilets...we felt like stupid tourists paying 500% more than local for the same service.

Also, They have "mandara spa". My wife had a balinese massage...she liked it ...it was perfect. 5/5

extra :

Staff, Room, location, Spool = good

Beach, Food, activities around : Bad.

  • Stayed February 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank bassimparis
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, 28 February 2014
Dear bassimparis,

Thank you for having chosen Sutera Harbour Resort as your holiday destination.

It is truly heartening to read that the guest room, service at the Magellan Club Lounge, swimming pool, and spa experience at Mandara Spa met your expectation. We are also thrilled to note that you found Muffinz Deli Café to be favourable as it is a family-friendly outlet equipped with a play-area for children.

While we appreciate your positive comment, we are thankful that you brought to our attention of the issues you have encountered during your stay with us. We sincerely apologise for all the inconvenience and disappointment we have caused you and rest assured, we are taking appropriate measures to address your concerns as it is comments such as yours that helps us improve, make changes and train our staff accordingly to exceed our guests’ expectations.

In regards to the beachfront and its atmosphere, both The Magellan Sutera Resort and The Pacific Sutera Hotel have a private and exclusive beach area that is surrounded by swaying trees and an amazing view of the ocean plus tropical islands in the distance. Hotel guests can enjoy the spectacular panaromic sunset view with a cocktail in hand, which is a must do when in Kota Kinabalu.

Kindly be advised that the cruise service is operated by a third party. The rates are priced at RM50.00 per adult and RM30.00 per child in which excludes Park Conservation Fee. However, as a business partner, we will channel your feedback to the management of the cruise and check on their comments of safety issue.

We do hope that the negative experience will not deter you from considering a repeat stay with us and that we can still look forward to welcoming you and your family back to Sutera Harbour Resort in the near future.

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
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English first
Level Contributor
17 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
4 of 5 bubbles Reviewed 14 February 2014 via mobile

Had a wonderful time at the resort staff were very friendly through out the time. Excellent breakfast buffet, facilities was excellent too. The walk along the marina is a must as views are excellent. Shuttle bus service was useful and convenient. Thank you to all the staff as we really enjoyed our stay

Stayed January 2014, travelled as a couple
Helpful?
Thank holman_ma
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 holman_ma,

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

Glad to note that you had a wonderful 3 night break at Sutera Harbour Resort. It is truly a pleasure to read your feedback and how you enjoyed the amazing view at the Marina boardwalk and also found our City-Shuttle service useful and convenient during your time at the Hotel.

We look forward to welcoming you back on your next visit to Kota Kinabalu!

Best regards,
SHR-Management.
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Peebles, United Kingdom
Level Contributor
5 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
4 of 5 bubbles Reviewed 13 February 2014

Had a nice time here and would definitely come back. The resort has great facilities and staff were very friendly and obliging. I particularly enjoyed the 50m olympic sized lap pool in addition to the other pools.

  • Stayed January 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank pclq
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 pclq,

Thank you for posting a review on TripAdvisor.

We are delighted that you had an enjoyable stay with us and absolutely grateful for your appreciation towards our service and facilities especially the 50m Olympic-sized lap pool.

Looking forward to welcome 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
Breda, The Netherlands
Level Contributor
52 reviews
41 hotel reviews
common_n_hotel_reviews_1bd8 35 helpful votes
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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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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.

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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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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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.
Report response as inappropriate
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.
Report response as inappropriate
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 Luxury Hotel in Kota Kinabalu
#5 Family Hotel in Kota Kinabalu
#6 Romantic 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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