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Sutera Harbour Resort (The Pacific Sutera & The Magellan Sutera)
Ranked #8 of 91 Hotels in Kota Kinabalu
Singapore, Singapore
Level Contributor
58 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 42 helpful votes
“Disappointing”
2 of 5 bubbles Reviewed January 9, 2013

We had stayed at the Magellan (sister Hotel) some years ago and decided to try the Pacific this time to join friends for New Year. At check in to our Club room we were dighted to get upgraded to a suite (unfortunately not sea facing but an upgfrade it was). From there we were disappointed with the hotel., the room was not cleaned properly by housekeeping, requests for ice, more glasses etc went unanswered and often when you tried to ring reception or other areas of the hotel - the phones just were not answered.

Food was average, but the Pacific Club at afternoon drinks did not have biscuits/crackers to go with the cheese and service in here was slow and you regularly at breakfast got something different from what you ordered.

In defence of the staff though I do not believe that the management has actually correctly trained the staff. They were always smiling and genuinely trying to help but they just did not know how. It can not be put down to a language barrier as one of our party is from Sabah and regulary conversed with the staff in Malay

We will certainly be trying a different hotel next time we return to Sabah

Room Tip: Request High floor, sea facing
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  • Stayed January 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
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Helpful?
Thank LSManley
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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2,539 reviews from our community

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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
Traveler tips help you choose the right room.   Room tips (591)
Date | Rating
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  • Chinese (Traditional) first
  • Chinese (Simplified) first
  • Danish first
  • Dutch first
  • English first
  • French first
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English first
Perth, Australia
Level Contributor
22 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
3 of 5 bubbles Reviewed January 6, 2013

Overall the hotel was nice, and the staff were friendly, but there were a few things that really stuck out as needing to be fixed as it wasn't up to 5 star quality.

The absolute worst part was the kiddies club in the marina. I had discussed with the staff that my youngest wasn't toilet trained and provided nappies and wipes, but she was left in a dirty nappy for up to 6 hours. By the time we got back she was crying and walking bowlegged as she was in so much pain. They didn't call me or do anything about it. That is the worst service I have ever seen at a kids club. Do not leave your kids there!!!!

The club rooms overall need a huge overhaul!
The staff were not busy, and yet it could take up for 30 minutes to get a drink.
And they would bring around a platter of food, however half of it is crap, and the other half that we wanted more of we were told each group only gets one platter a night.
The internet wifi was intermittent, and if you don't have your own computer with you then there aren't communal computers to use there.
The staff couldn't even help me check in online.
I have stayed at club rooms all over the world, and this was the first one where you couldn't just help yourself to softdrinks in a communal fridge during the day. If you wanted a drink they would bring you out a glass of the softdrink you ordered and it wasn't allowed to be drunk outside the club.

The Magellan Suite was nice, and very large. It accommodated our two kids easily, however they need to do some maintainance on the rooms as the wooden blinds are broken, and a light that was flickering in the shower i asked to be repaired and wasn't for the whole week.

Room Tip: Magellan suite was good, and the rooms are at the end of each floor so you are away from most guests...
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  • Stayed December 2012, traveled with family
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Helpful?
3 Thank BJA82
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ipoh, Malaysia
Level Contributor
8 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
5 of 5 bubbles Reviewed January 5, 2013

Was very happy with their service. I booked a normal deluxe room but was upgraded to executive lounge with no extra cost for my birthday. Super scenery from our room. The food was excellent. The people are really nice. Truly enjoyed my visit

  • Stayed June 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Poong126
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Adelaide, Australia
Level Contributor
60 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 40 helpful votes
3 of 5 bubbles Reviewed January 2, 2013

We decided to end our trip with some luxury but we were disappointed with our stay at the Sutera.
What wasn't great:
- it was a twin room with only a shutter between the bedroom and the bathroom so *every* noise could be heard. If you were sharing with someone you didn't know well it would be quite awkward!
- we were promised a complementary fruit basket and bottle of wine on arrival. It wasn't there so we requested it. The "fruit basket" ended up being a plate with some apples and grapes. they still forgot the wine.
- our toilet got blocked and flooded the bathroom floor. We had to call three times to get someone up to fix the toilet.
- the roof of the building was 'open' style so when it rained (which it did often), the tiles on the corridor became slippery
- as with most hotels in Borneo, the "free wifi" is only available in the foyer.

What was good:
- free shuttle bus
- foyer area was light and comfortable
- good customer service on the front desk
- beds were reasonably comfortable
- great views of the golf course from the windows
- swim up bar! (but unfortunately we got sick from a cocktail made with cream). The Food and Beverage Manager was very professional when he dealt with us about it.
- in-room safe

If I had my time again, I would stay at the Shangri-La Rasa Ria.

  • Stayed November 2012, traveled with friends
    • Value
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Helpful?
1 Thank KickingTheBucketList
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bandar Seri Begawan, Brunei Darussalam
Level Contributor
52 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 43 helpful votes
4 of 5 bubbles Reviewed January 1, 2013

This was somewhat different to our usual trip to KK since the resort was located quite near to town. We stayed at the Pacific Sutera, the front desk officer was friendly with smiles all around. He was kind enough to inform us that our room had been taken up and we were upgraded to a Deluxe Suite. Check in wasn't a hassle at all. The Deluxe Suite was great!!! Beautiful big, clean room with a breath taking view of the sea. Bathroom was massive and the amenities were all complete. Room service and the food came on time but the food wasn't great. Breakfast was bustling with people but the food could do with a little change everyday. We had to face the exact same breakfast for a few days!!! Apart from the disappointment in food, overall the hotel was beautiful with a to die for SPA!!! Very relaxing... its a good hotel for families and divers but not exactly a getaway for couples. Although I would recommend the hotel to my friends.

Room Tip: Book on Agoda or Expedia!!! The rates are great!!!
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  • Stayed December 2012, traveled as a couple
    • Value
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    • Cleanliness
    • Service
Helpful?
5 Thank GR2929
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London, United Kingdom
Level Contributor
20 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
3 of 5 bubbles Reviewed January 1, 2013

Just returned from a disappointing 4 day stay at The Magellan Sutera Harbour Resort. The room was tired looking and small, mattress was so old and hard that the ridges of the mattress coil were sticking out (we were given a mattress topper, although we asked for bed/mattress to be changed), 5 Sails/Al Fresco restaurant looked tired and almost depressing, not a pleasant space to have early morning breakfast - especially with Eric Clapton "Tears in heaven" playing 1st thing in the morning. Pool was big but again, looks tired and beach was size of a bath. Staff were not properly trained to deal with guest requests/questions, housekeeping was virtually non-existent, and my 8 year old niece could have done a better turn down service. There are 2 positives - Location and Larry - who's a staff member at the restaurant, he is definitely an asset and should be an example to all at Magellen.

  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Likestoeatalot2011
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Melbourne, Australia
Level Contributor
49 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 65 helpful votes
2 of 5 bubbles Reviewed January 1, 2013

First trip to KK, and we stayed in a deluxe sea view room at the Magellan for three nights. Having paid just under MYR2,500 for the three nights, my family and I were sorely disappointed with the state of the room. It was small, old and dated, and the fixtures were tired and shabby (and the shower stall flooded around the door area). But on the brighter side of note, at least the room was clean!

The breakfast buffet was not bad - presentation was not great, but at least the food tasted okay.

The pool area was lovely, with the little patch of "beach" area. And the poolside food service was also very efficient. I've also noticed there are several lifeguards on duty, which is a great initiative by the hotel as there were many children around.

My major gripe about this hotel is the poor service and lack of initiative shown by staff at Cafe Boleh (in Pacific wing). Having read glowing reviews about the buffet in Cafe Boleh, we booked ourselves for the Christmas Day dinner buffet (MYR150/pax), and boy it was the worst meal we've had during our stay. And the staff in Cafe Boleh sure looked like an unhappy bunch. Even the A/C was leaking from the vents - and when we asked to be moved to another table, the waiter was quite reluctant to do so (probably because we've already used the table setting). Having said that, we've experienced varying levels of service throughout the various restaurants in the resort. Some of the wait staff were attentive but others just stood around, not making themselves useful. In contrast, the receptionist and concierge, as well as housekeepers in Magellan wing were great!

Also, be prepared to pay MYR30 for a 10-minute cab ride from the airport to the hotel (which imho is a complete and total rip-off!)

Bottom line, for it's four/five-star reputation and price, unfortunately I'm not impressed with my stay to say the least ... it has definitely past it's prime - stuck in a time warp from it's heyday (except for the price, maybe).

  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank lynn_wabbit
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)

Property: Sutera Harbour Resort (The Pacific Sutera & The Magellan Sutera)
Address: 1 Sutera Harbour Blvd, 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 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
#3 Spa 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
Sutera Harbour Resort (The Pacific Sutera & The Magellan Sutera) Kota Kinabalu, Sabah

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