Magellan Sutera Harbour Resort

first day i stayed in hotel and 2nd, 3rd day i stayed in Sutera resort. I enjoyed the restaurant inside resort, and many pools made my mom and me to not be boring. and also i could go other island by Sea Quest easily. Even other famouse places were near to go. I went sea food restaurant and Filipino marktet by 5 or 6 ringit by Grab. at last day my flight was like 12am but even i check out the resort the resort kept my luggages safely. I were very satisfied to stay in Sutera and whenever i go Kota Kinabalu, I will choose Sutera for my wonderful trip. Read less

Service The service is the main reason I did not have a good visit. I travel a lot with my company and the company I work for always pays for hotels through online booking systems since I cannot always get the physical card from them. When I arrived to the hotel, I was told that I needed to present the actual credit card. I shared my opinion that this essentially defeats the purpose of booking online, but they stood firm. I had to use a colleague's credit card until we could sort the problem out. Despite the fact that they had my friend's credit card on file and used it to pay a deposit, I found a note in my room the next day informing me that I needed to settle the bill. After a couple of days of running around with the staff, they finally agreed to let my company pay with its credit card. Prior to writing this report, I contacted customer service in an effort to clear the air. However, instead of addressing my questions, they simply cited their policy that states customers must present the physical credit card. Room The rooms were nicely decorated, but I had problems as well. The room phone did not work the first night, so I had a hard time ordering room service. The wifi signal is awful: they sent some staff to try and fix it (and they were extremely kind and helpful), but the wifi remained terrible. I woke up the first morning of my stay to a puddle of water on the floor because of a serious leak above me. Their solution? They put a towel down on the floor. Facilities The facilities are very nice. The pools are some of the nicest I have ever seen and the restaurants are amazing. I really enjoyed this aspect of the hotel. There's a spa, hair salon, small gym and shops throughout the resort area. Location I did not have many opportunities to sight see, but I have heard that the hotel is in a great location if you want to explore KK. Summary Unfortunately, I will not visit this hotel again unless the conference I attended this year returns. I'm sure it's normally better than my experiences, but these experiences were enough to keep me away. Read less

I attended a 1200-person International conference at the Sutera Harbor Resort. The pictures you see of the facilities accurately reflect a beautiful outdoor area. There are swimming pools galore, swim-up bars, and what appears to be a beautiful tropical paradise. The rooms, however, do not reflect the same quality. The wood on our balcony was rotting and the paint was peeling. In the room, wall outlets had obviously been hastily replaced and no care was given to the quality of the spackling or paint finish. The paint was peeling off the ceiling moulding. There were cracked tiles and missing grout in the bathroom. The shower head leaked like crazy. The balcony door would not stay closed unless it was locked. The thermostat only went down so far, and when you remove your card key from the room the AC stays on but the blower shuts off. Oh, and my wife and I were quite UNPLEASANTLY surprised by the two twin beds instead of a queen or king-sized bed for the two of us. Unfortunately every room was booked and in any other circumstance this room would have been unacceptable. The service was very poor. We were there for six nights. The second day room service removed our bath mat, and it was never returned. Day three our face towels were removed and not returned. I had to track down an unmonitored housekeeping cart to get replacements. On day four they once again disappeared and never came back. On the last day housekeeping never even showed up even though I had the “Make Up Room” light on. In fact, I literally watched the housekeeping staff finish the room next to us, skip our room and go right to the next room on the other side. The conference food was no better than average. It was often cold. At every single conference meal we attended - from breakfasts to lunches to dinners - there were constantly missing trays from the buffet line because the staff apparently could not manage to switch out empty pans for full ones in less than 3 minutes. Even though we took over multiple dining facilities in both hotels, it is obvious both the facility and the staff could not handle a conference as big as this. People were turned away because there were no tables, and the flow of people trying to get food was atrocious. To make it worse, they ran out of alcohol the night BEFORE the conference started. My wife and I had dinner one night at Ferdinand’s, the Italian-style restaurant. We were quite pleased! The food quality was excellent, the wine choices were impressive, the menu was diverse (the Wagyu beef tortellini were superb), and the service was perfect. This was definitely our highlight, especially as we followed it up with a couple’s massage at the Mandara Spa. I wish the rest of the food was half or even a quarter as good as what we experienced at Ferdinand’s. I can say that from a conference standpoint, the meeting rooms were mostly functional. The air conditioning was strong, which was a blessing! Unfortunately the internet was not good at all. Many conference goers could not get WiFi in their rooms, and some of the meeting rooms also had no connection. Attendees had to pre-plan and download material in advance, and it was not easy having live video feeds. I was amazed that the convenience store on site sold many things, but no charging cords for phones or tablets. If this conference is held here in the future and I am forced to attend, I will look to either stay at another hotel or I will come for the bare minimum number of days and avoid the pre- and post-conferences. I honestly have zero desire to come back to the Sutera Harbor. Read less