I must say that hotel facilities are modern and furnished with taste. Rooms and public areas in the hotel (swimming pool, dining area, lounge...) are nicely designed. Also breakfast was exquisite. But when it came to service and staff, we had many problems.
First of all, the woman at the reception desk was quite impolite. We booked for 3 beds in the room and at the check in the lady said that our room was prepared. But when we came to the room, there was no third bed. Also we paid for executive lounge, but receptionist informed us that only 2 people are allowed to enter the lounge. So every time we came near that place, she came straight to us and told us, that one is not allowed to enter (not even to sit inside). Next thing was, that we should get fresh fruit in the room every day, but that never happened. When we asked the reception why there is no fruit in our room, they said that they had changed it to cookies, but even though we only got them once. Also we prepaid the breakfast but still every morning, the staff informed us, that our rate didn’t include id, or they brought us the bill when we finished it. So every day we had to explain that we actually did prepay the breakfast, and after they checked, they apologized, but did they same thing the day after. On the top of everything when we came home and checked the receipt, we found out, that on the last day, they charged us additional bed twice. So all in all, hotel is really nice, but the whole experience was far from what we payed for.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Greetings from the Four Points by Sheraton Sandakan.
We are delighted to hear that you enjoyed the modern room and furnishings.
We will definitely look into your recommendations regarding the service offered during your stay as there seems to be a misunderstanding on the details of the purchased package. Rest assured that we strive on improving the guest experience.
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On behalf of the team, we look forward to welcoming you back to the Four Points by Sheraton Sandakan in the not too distant future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.