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“Unexpected Shangri-La Service”

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Shangri-La's Tanjung Aru Resort & Spa
Ranked #4 of 92 Hotels in Kota Kinabalu
Certificate of Excellence
Hong Kong, China
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
“Unexpected Shangri-La Service”
Reviewed September 22, 2013

My experience for the hotel staff is, they only care about their task, but not care about the customer and tried the best to satisfy the customer. Their intention is to claim the responsibility to others and not to solve the problems. I was experienced poor service, no response for my request, non-responsible attitude and unsatisfactory experience.

  • Stayed September 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with shangri-la.com

Helpful?
2 Thank Leo T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Shangrila_TAH, General Manager at Shangri-La's Tanjung Aru Resort & Spa, responded to this review, September 23, 2013
Dear Leo, thank you for your feedback. I am very sorry to learn of your disappointing stay experience. Please accept our sincere apologies for failing to provide you with Shangri-La hospitality during your stay. Could you kindly contact me at craig.powell@shangri-la.com with details of your stay experience for our further investigation and improvement. Thank you and I look forward to hearing from you soon.
Sincerely,
Craig Powell
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
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  • Sleep Quality
  • Rooms
  • Service
  • Value
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Traveler tips help you choose the right room.   Room tips (797)
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English first
Newark-on-Trent, United Kingdom
Level 4 Contributor
24 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed September 21, 2013

We had read lots of poor reviews in regard to the busy hotel and lowering standards, disappointed that it looked as if you needed to pay to upgrade (to Club Lounge) just to get a standard expected of a 4* hotel. Luckily we visited in September when it was slightly quieter and we had a good stay. We found the cost of food and drink very high for the standard so made every effort to get out, so visited the Sutera Harbour Pacific Hotel which was better value. Otherwise we went into town but the choice was somewhat limited.

We visited the Orang-utan Reserve at the sister hotel (- excellent) and had food there and that seemed much better value in terms of food. I suggest you consider staying a both hotels as a two-centre holiday if you can.

Overall a great experience.

  • Stayed September 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Tim Y
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Shangrila_TAH, General Manager at Shangri-La's Tanjung Aru Resort & Spa, responded to this review, September 23, 2013
Dear Tim, thank you for staying with us on your recent holiday. I am very happy to hear that you and your family had a great experience at our resort. We have taken note of your concern regarding the prices of our food and beverage. Rest assured, as a 5-star resort, we regularly review our prices to ensure we offer value for money. We thank you once again for your valuable review and look forward to your next visit!
Sincerely,
Craig Powell
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Stafford, United Kingdom
Level 6 Contributor
130 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 52 helpful votes
Reviewed September 21, 2013

This hotel was a wonderful introduction to a wider explore of Borneo. It has a number of restaurants and bars which supply good quality, fresh food. The Italian was my personal favourite. You can choose to eat indoors or al fresco - depending on time and preference (there is a vibrant sunset bar which hosts amazing sunsets with the right weather). The pool areas are kept clean with life guards always on duty (life jackets supplied for those who do not swim so confidently). Staff are helpful and friendly, which always helps for a good stay. The Chi spa was amazing. A spa treatment is usually a lovely experience, but not only was this a treat, it was effective. I had a couple of treatments, but the 1st was a rescue back massage (after long flight) which really untied some existing knots and left me feeling rejuvenated. I only wish it was closer! I also found that breakfast in the room worked out to be more of a value option. The buffet breakfast was plentiful and good quality, but you paid for the selection when you wouldn't usually eat that much - so a selection made for room service the night before was a better option (you can eat on balcony or on sofa and table provided. There was always more than needed and you had a great selection of choices - so this would be something I would recommend considering.

Room Tip: Request a room with a view of Mount Kinabalu with the sea - worth waking up to.
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  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Sue M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London
Level 3 Contributor
21 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed September 19, 2013

5 night stay at the shangri la. What is most noticeable about this hotel is how busy it is, the hotel is brimming with guests ranging from all ages. With this comes disadvatages; check in took 20 minutes to sort out, breakfast was always so overcrowded. There is often a wait for a table in the morning and a lot of the fresh fruit runs out very quickly, but a very good spread for breakfast ranging from a full English (no pork so no bacon or sausages as it is a Muslim country) to Malaysian/Oriental style cuisine.
The rooms I would not say were that impressive; they were of decent size and a standard bathroom - not the usual Shangri La standard in my opinion

The Shang Palace - Chinese restaurant did not serve well cooked or flavoured food fit for the Shangri La which was rather disappointing.
It is worth paying a little extra and having access to the Kinabalu Club Lounge - a place where they serve drinks all day and a great food spread from 16:30-20:30 all inclusive.


However saying all of the above this is a very clean and well maintained hotel - a great place for children too. The location is very convenient as It is right By KK town centre. However I could not agree in saying this was up to the usual Shangri La standard.

Room Tip: Higher floors have less noise from the pool (those are sea facing rooms which would encounter these...
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  • Stayed September 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Ruban1983
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Shangrila_TAH, General Manager at Shangri-La's Tanjung Aru Resort & Spa, responded to this review, September 23, 2013
Dear Ruban1983, thank you for sharing your stay experience with us. Please accept our sincere apologies for the delay experienced during your check-in and the poor breakfast experience during one of our busiest hours of the day. I have shared your feedback with my team to address our service issues which you have brought to our attention. We value your constructive comments for our continuous improvement and look forward to your next visit!
Sincerely,
Craig Powell
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Melbourne, Australia
Level 2 Contributor
8 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed September 19, 2013

Our room overlooked the South China Sea and was large and comfortable. The resort is huge and they seem to have thought of everything. Spa, fitness facilities, pitch and putt golf, petanque, volleyball, soccer and other activities meant you did not really need to leave the resort. Brilliant breakfast too!

Room Tip: Turn down service not needed
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  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with shangri-la.com

Helpful?
1 Thank Maz B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Singapore, Singapore
Level 4 Contributor
33 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed September 19, 2013

Pool, water slide, water bombs, ice cream parlour, kids club with a movie and a kids production once a week The kids loved it.

Cocktails at the sunset bar - adults loved it.

We have stayed here three times, all good general experiences, especially as it is close 15-20 mins to airport.

No real beach, but did not bother the kids. Easy drive to visit the orangoutangs at the other shangri la - so unless you really want a nice beach, stay close to town.

There is an issue with big groups and conferences, but sometimes you need to take th good with the bad.

Room Tip: Try and stay in the wing with the club lounge, as normally if big events are on the other side of th...
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  • Stayed October 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank Raffles285
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Shanghai, China
1 review
Reviewed September 19, 2013

The hotel is excellent for people to have a good time to enjoy sunset. Sunset Bar is really famous. The room is great with great space. All the facilities are good and you can definitely have a great vocation here.

  • Stayed September 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with shangri-la.com

Helpful?
Thank Ting C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Shangri-La's Tanjung Aru Resort & Spa

Property: Shangri-La's Tanjung Aru Resort & Spa
Address: 20 Jalan Aru, Tanjung Aru, Kota Kinabalu 88100, Malaysia
Location: Malaysia > Sabah > West Coast Division > Kota Kinabalu District > Kota Kinabalu
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 On the Beach Hotel in Kota Kinabalu
#1 Romantic Hotel in Kota Kinabalu
#2 Spa Hotel in Kota Kinabalu
#2 Luxury Hotel in Kota Kinabalu
#2 Business Hotel in Kota Kinabalu
#3 Family Hotel in Kota Kinabalu
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Shangri-La's Tanjung Aru Resort & Spa 5*
Number of rooms: 495
Official Description (provided by the hotel):
A paradise for the senses surrounded by natural beautyA gentle breeze caresses your face as you wake to the sound of waves lapping the beach. The balcony opens up to an inspiring vista of sparkling coral islands and swaying of palm trees. Tunku Abdul Rahman Park, bordered by crystal clear waters and lush vegetation Sophistication surrounds you in a lavishly decorated suite inspired by Borneo’s rich cultural heritage. Shangri-La’s Tanjung Aru Resort and Spa, Kota Kinabalu, is a perfect tropical getaway, a luxurious tranquil retreat just a short drive from the city.Yet, excitement beckons as you set out to discover all Kota Kinabalu’s delights. Making your way to Kinabalu National Park, you are thrust into a jungle paradise of natural wonders, rugged landscapes and scenic beauty. From the Rafflesia, the largest flower in the world, to the famous Orangutans in their natural habitat, it only gets more breathtaking every step of the way.The afternoon is spent exploring the picturesque town of Kota Belud. As Sabah’s largest and most popular open market, you find gems of all sorts, ranging from handmade handicrafts to mouth-watering local delights like natural honey.Back at the resort, you look forward to a sunset cruise, which departs from STAR Marina, to catch Borneo's famous sunset. Not long after, you wind down at Coco-Joe’s Bar & Grill. Lounging atop one of the beach-dining platforms, over cocktails and a delectable seafood tower, you continue to enjoy the sound of overlapping waves on the shores of Sunset Beach. A pampering session at CHI, The Spa rounds off the day. With treatments based on traditional Asian healing philosophies, you lose yourself in an enchanted and indulgent journey, all on the resort’s private spa island.For every experience here, you are surrounded by natural beauty. And it all begins at Shangri-La’s Tanjung Aru Resort and Spa, Kota Kinabalu ... more   less 
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Also Known As:
Shangri-La`s Tanjung Aru Resort And Spa
Shangri-La`s Tanjung Aru Hotel Kota Kinabalu
Shangri Las Tanjung Aru Resort
Shangri Las Tanjung Aru Hotel
Shangri La Kota Kinabalu
Shangri-La's Tanjung Aru Resort & Spa Kota Kinabalu, Sabah

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