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“Poor maintenance on facilities and service recovery”

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Sutera Harbour Resort (The Pacific Sutera & The Magellan Sutera)
Ranked #8 of 92 Hotels in Kota Kinabalu
Reviewed 22 August 2010

I was there for 4 nights in Pacific Sutera in June 2010. On the second night, there was no hot water supply. As we returned to the hotel late in the night, we can only take shower with cold water. We complaint to the front desk and was told that the hotel was doing some maintenance work and hot water supply will resume soon. The second night was again without hot water. When the hot water finally came on the fourth night, it was brown and dirty!

Imagine a so-called 5 star hotel charging a 5 star rate provide such a service level?

  • Stayed: June 2010, travelled with family
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3  Thank clemclaud
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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2,034 - 2,040 of 2,916 reviews

Reviewed 9 August 2010

We decided to spend our first Valentine's Day at the The Pacific Sutera for 4D 3N. We had never been to KK before and we actually chose the hotel based on Trip Advisor reviews.
It will be a trip we will always remember.... FANTASTIC. The staff were hospitable and professional. The room was clean and great. We loved everything about the place.
One of our favorites was the Waves pool where we drank ourselves silly.
On Valentine's day, the hotel had organised a romantic garden dinner at 100++ per person. We had starters, BBQ main course & desert plus some wine. The food and ambience was great.
The whole resort is well linked so we enjoyed our walks from one side to the other.
There arent any restaurants within walking distance so we had to catch the free shuttle to get to the city which is about 10-15 mins away.
It is generally pricey but its totally worth your money...

  • Stayed: February 2010, travelled as a couple
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Thank chsvina
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 6 August 2010

What a beautiful hotel and setting. Right next to the golf course, and the sea with beautiful pools, rooms and atmosphere. We loved our room which was beautifully decorated and roomy. Staff was courteous and helpful. Wished we could have stayed longer.

  • Stayed: January 2009
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Thank bumihills2016
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 31 July 2010

The warm welcome from the hotel staff when we arrived set the standard for our 7 night stay.The place is magnificent with views across the ocean to the nearby marine park.We had made this our base for day trips - which were organised by the hotel travel desk.Anything we wanted to do was organised with a minimum of fuss.Thank you Shahrel!There is a free shuttle bus running to KK each hour to 9PM but you can take a taxi for around $5(AUS).The buffet breakfast has everything that you would want to eat.I was sorry that we did not get time to fully utilise all that the place had to offer - due to our touring schedule - the pools were fabulous,the harbour at your doorstep,we dined several nights there and was not dissapointed.It is worthy of it's star rating for the place,it's staff and it's situation on the harbour.I can't wait to go back!

  • Stayed: July 2010, travelled with family
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Thank SMURPH11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 28 July 2010

It's Thursday, 22nd July, 2010 the day me and my husband arrived in The Pacific Sutera Harbour Resort. Our honeymoon for 5 days in Sutera Harbaour - The Pacific Sutera was excellent. We really had a great time cant' wait to go back. The staff were awsome. The bars & restaurants were great and the entertainment was very entertaining.

The time we spent together was the most romantic, loving, wonderful time we have ever expereniced. The hotel was right on the beach! We had our candlelite dinner at the WAVES were so amazing. We could hear the waves crashing on the shore. We had sunsets to enjoy while holding each other and taking pictures and videos too.

We will booked the same room for next year,which is at the 8th floor where we can see Ocean view. We enjoyed the massage together at the Mandara SPA (next to the pool). On one day we went to Manukan island and SAPI island, another day we went to Mamutik island! We even went for Jetski and Parasailing!

These most magic days were unforgettable! The time went to fast for us!! But the honeymoon continues here at home ;D

The staff deserve a pat on there backs, Especially Mr. Junaide at the WAVES restaurant, Mr. 'Crab Cracker' and Mr. 'Roti Canai' at the Cafe Boleh. GREAT JOB.

  • Stayed: July 2010, travelled as a couple
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Thank CaTs2shY
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 23 July 2010

I stayed two nights at the Sutera Pacific hotel after five days in KK city so I could relax before getting on a plane again. In short, the hotel is beautiful - the grounds are lovely - the eagle-eyed can spot hibiscus and plumeria flowers amid the coconut trees. The pools are very pretty - the Pacific has a swim-up pool bar with excellent service, and the Magellan pool has waterfalls, secret alcoves, and lots of space. The Magellan is a stunning hotel - the lobby seems like architectural art. It is very nice that guests at either hotel can use the facilities of the other.

A taxi from KK center was 12 Malaysian ringgits. Internet is complimentary - wifi in the lobby or you can request an ethernet cord for your room. Bring a laptop. Turndown service includes free chocolates. The food was very tasty but it was also very expensive, including drinks at the pool although they have happy hour from 2-5 pm. There is a free shuttle bus from the Pacific to the Magellan and back, though it's a 10-minute walk but nice since it rains often. There's also a free shuttle to and from KK city center, though you have to pre-book a ride. It comes about every hour or two. Breakfast was included with my room, though I had to produce a voucher for it. Breakfast was kind of hit or miss - some food was delicious, some was strange or mediocre.

What's not so nice is:
1) the beaches are tiny. Tiny. This is not their fault; the land is not meant to be beach. Also, there are jellyfish, huge rocks, and trash.
2) The hotel prefers that you put a deposit for food and phone - again, preferring credit card (with debit card, the unused balance can be returned a week or two later). This is not mentioned in the hotel website or any booking agency like Expedia or Agoda.
3) Unless you get lucky or pay a lot, your view will be of the roof of the lobby. Not so relaxing.
4) The bathroom was a complete disappointment. The tub never ran hot water, only lukewarm, so I got no bath - just a tiny shower only. The grouting in the shower needs completely reworked - to me it looked moldy. I was uncomfortable most of the time.
5) The lighting in the room is inadequate. With all lights on, it is still dim. Also the tv is tiny, old, and has poor reception. The channels are good though - CNN, BBC, movies, Malay, Chinese.

In summary, I believe that the exterior of the hotel was excellent, but once inside there is a feeling that front desk is all smiles but they don't mean it. They seem to be tired of smiling all the time (understandable, really). However, the pool staff were very pleasant. I stayed at the Hyatt in KK as well and this resort lacks elegance and class, and I actually found the Hyatt to be more comfortable. If I come again to KK to stay at a resort, I will probably book the Shangri-la or the Nexus.

  • Stayed: July 2010, travelled solo
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Thank ladyjade28
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 20 July 2010

We stayed at Pacific Sutera in a suite on club level. The staff at this resort could not do enough for us. You have access to the facilities of the Magellan and the Golf club.
We went away for 2 days and 1 night on another tour. Then returned.
When I discussed paying the bill before we left, I was told I could pay it all on return.
This trust is not seen anywhere. We were amazed.
When we came back we had the same room. They had put a beautiful flower arrangement in our room,fresh fruit platter every day, bed turn down and gifts at night.
We wished we had planned to stay at least another week.
We will definitely be returning to this resort.
The food was amazing.

On the island cruise.
The refugees are littering the waterways. the government needs to clean it up. It is so beautiful there.
Perhaps a small charge per tourist could contribute to the cost.

  • Stayed: July 2010, travelled with family
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Thank Buffy57
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)

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
#4 Family Hotel in Kota Kinabalu
#6 Luxury Hotel in Kota Kinabalu
#6 Romantic Hotel in Kota Kinabalu
Price Range: £95 - £209 (Based on Average Rates for a Standard Room)
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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