The Pacific Sutera Hotel

8.2

Excellent

995 Guest reviews

8.2

Excellent

995 Verified Reviews

Read all reviews

Cleanliness8.2/10

Service8.2/10

Comfort8.4/10

Condition8.0/10

location8.6/10

Neighborhood8.4/10

Amenities8.0/10

Since I was accompanying my husband on a business trip, I spent a lot of time in the room. There were no English movie channels on the TV. But the Fitness centre was good. Nice place to walk around the hotel also. I had to ask the room service staff for replenishments to the coffee and tea. And the electricity kept on going off. I had to call the maintenance staff several times. The lift was open to anyone walking in. No need to flash your room key. That was very unsafe.

Excellent staff assistance

Thank you for showing your hospitality/

Unprofessional reception service.

전반적으로는 매우 만족했습니다 다만 두 가지 정도 불만을 표하고 싶습니다 하나는 방에서 방음이 되지 않아서 복도에서 캐리어를 끄는 소리, 밖에서 떠드는 소리가 들려서 잠을 편하게 자지 못했다는 것 그리고 다른 하나는 셔틀버스가 한 대뿐이고 기사도 한 명씩밖에 배정이 안 되는 건지 골프를 치고 땀 흘리고 더운 상황에서 셔틀을 불렀으나 기사가 식사중이라고 30분 가량을 기다려야만 했습니다 작은 셔틀이라도 좀 더 구비해 놓는 게 좋을 듯합니다

Such a great resort!

All acceptable except for the TV programme is very limited

Convenient location close to local malls, attractions and the airport.

Access Location Beach

Amazing experience with the frontdesk. Thank you for the upgrade. The room still maintain the old style design. Without the usb port.

Kids friendly hotel

Fast check in and out process. Beautiful views from every spot. Very nice room service. Breakfast is average because the variety of food is below expectation. Room make up service is average. They need to ventilate more the rooms and use the vacuum for the carpets. Horizons Bar is really noisy. The best of the hotel is its pool and the direct connection with Magelan hotel as you can use both facilities. Overall is nice for families with little kids.

Friendliness of the hotel staff especially the front desk during check in and check out. Staffs are helpful too. No complaints, but keep up the good work

The buffet was okay. There is access to the pool at the Magellan Sutera as well. The staff is polite, but less attentive than what you'd expect from a five-star hotel. I wish the entertainment i.e. bowling, billiards etc. is on site. Instead, all entertainment including the jacuzzi are on the Marina Club, which is quite a walk you'd feel lazy to go to on a hot day. The water at the beach has trash.

A resort for relaxing and chill…

Overall nice hotel. for a 5 star resort i expected more. upon arrival i was asked to pay again even though i had already paid and had proof of a receipt, the staff refused to let us check in without paying again. now i have to wait 2 weeks for them to process the second payment i made. buffet had many options but was tailored more as dinner food than breakfast food (hygiene wise, many food items were not kept hot but were lukewarm and some items were completely uncovered). in turn i have food poisoning and i had not eaten outside the hotel. the staff are mostly friendly although we had an altercation with someone who works at the marina club (adjoining property) who refused to help us with directions back to the hotel. room facilities were nice but no tv channels, bed is not very comfortable and the toilet started leaking around the second day. i wouldn’t stay here again but for this experience it was fine as we only stayed a few days and our main purpose was to relax

Too old, need renovation

Very helpful and efficient staff

NA

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We enjoy the convenience of playing golf in Sutera Harbour Golf Resort.

Pacific Sutera offers a spectacular sea view and it is a place that gives you a sense of tranquility if you wish to get away from the city. Buffet spread at Cafe Boleh is of great variety and good quality. Staff is courteous and helpful. The only drawback is that the beach is too small and was a bit disappointing. Nevertheless, it is a very clean and well maintained beach. I will stay at Pacific Sutera again if given the opportunity to visit KK.

Beautiful hotel and wonderful caring staff who cannot do enough to make your stay perfect. We had a lovely room on 11th floor with sea and marina views. We dined in each evening and cannot recommend this hotel highly enough.

Very nice place conveniently located in KK.

Decent hotel, although was only there for a short overnight stay. Grocery and food is a convenient short walk across the street.

Deluxe getaway.

Lovely upmarket hotel/ resort. Great breakfast every morning with lots of options and different choices each day. Staff were friendly and welcoming .the pool was clean was fantastic. Lots of sunny and also shaded seating options. The bed was comfortable. Rooms spacious. We enjoyed the high tea, food was lovely and the veiws amazing. Dinner one night in the restaurant was lux. Food amazing, our server ' Karen' was so friendly and was attentive. We had a nice chat too. Overall a really nice place to stay. Highly recommended.

the location is near the town area. the room is clean

TV only had 1 cable channel AXN, all other cable channels not available. No coffee & tea facilities in room. Elevator to 1st floor not working and to get to the beach, had to climb down stairs, not good for my knees.

Hotel with very good security. Room is clean and spacious. A lot of greenery with beautiful sea view. Breakfast is good and location of the hotel is very convenient to travel to the city.

Love the nature,the cozy room,and the majestic sunset

Amazing

Breakfast need to be improved.....................

Nice hotel with some improvements needed

The hotel and its facilities were amazing. Some items that could be improved: - we were on the 8th floor and from 5pm to 1am we could hear loud music coming from the sky lounge. This was not ideal - when providing feedback, we felt the staff simply apologised without actually wanting to listen to concerns and doing something about it - the yogurt served during breakfast was off 3 days in a row despite informing the kitchen staff. We requested to speak to the general manager but he/she didn’t meet with us - instead we met with the chef. A bit disappointment as we felt the hotel staff tend to just shift blame without taking any responsibilities

Fancy hotel and nice pool, perfect place for my family to stay and enjoy

Splendid stay

The service was excellent, the buffet dinner worth every penny and the experience was amazing.

Nice and clean. Food is decent and the staff are helpful.

I have a very pleasant stay with my family .

Too many families and screaming kids. Breakfast buffet was like noisy food fight. No adults only areas. Hotel should be advertised as strictly a family hotel and not be recommended for adults seeking a quiet and relaxing vacation. This is not the hotel for that.

Quite good facilities and mood, but buffet food is not good enough.

More like a two star hotel

The hotel is currently under renovation and I was in an unrenovated room. The leaf blowers start at 7am and the DJ plays until very late at night. If your room faces the pool, you will hear both of these noises.The construction noise is relentless. The pool ran out of towels before 11am on Saturday. Although there is a kettle in the room, there is no coffee or tea service. The marks on the wall were beyond disgusting. Also, no hot water in the shower or tub, just in the bathroom sink. I hope the hotel improves once all renovations are complete. You may be better served at a different hotel until renovations are completed.

Excellent stay, would love to come back soon! Recommend any day

Nice Seaview from room. Sumptuous breakfast and well maintained surroundings in the resort

Great location. Great service. Outdated Rooms.

Location was great, people and service was great. Rooms outdated, but they are going to redo them. Food at the Beach Club sucks real bad. Stick to the drink there. Other restaurants food was just decent. If you go there, talk to SABRI. He's your guy and will hook you up.

No welcome drink. Rest affected during day due to ongoing renovation work.

Staff service excellent. Duty manager solved many issues speedily and effectively

they give me a room with strong tina smell after i go change they refill and than change me to a lower floor so i refill the lower which i book for a sea view room and you give me a lower floor room is to ask me to look at the tree and not sea view so i make noise there than they change me to a higer floor room. overall the room the is a little old and not very clean.

Nightmare. Believe the resort was a 5 stars back in the 80s not so anymore. Paid extra for seaview room was assigned to 5th floor, Which the seaview was totally blocked by the trees Not only that at nite the restaurant downstairs played music loud til 11pm & on top of that during the day, 2 floor up were under renovation which desperately need but noisy. Can’t even get any decent sleep for 2 nights stay after climbing Mt. Kinabalu. Lounge chair in da room got many mystery stains afraid to sit. Aged carpets screaming for “WASH ME” the only positive feedback Friendly staff and decent food. Great room service.

I believe the resort was a 5 stars back in da 80s not so anymore. Paid for seaview room was assigned to 5th floor, The seaview was totally blocked by the trees and at nite the restaurant downstairs played music loud til 11pm & during the day 2 floor up were under renovation. Can’t even get any decent sleep. Lounge chair in da room have many mysterious stains was afraid to sit on it.

Excellent + Exclusive

Just the check in part might be long because they hv a lot of tourist and group. I arrived at 1am on a Tuesday morning and there’s only 2 counter open , but still many people check in , and still arriving. If the volume is high they should open more check in counters and ensure sufficient staff availability even late at night

Clear waters around d resort but not meant for swimming though. Convenient transfer to the nearby islands.

The location of the hotel next to the harbour is excellent and tranquil. Getting around is simple with grab. However, thw WiFi

Leisure vacation

Should book a good view room. Not much restaurant to choose. The atmosphere and local are excellent. Beautiful sunset at beach side. Massage is money worthy

Great stay, woud recommend the junior suite

Stayed in the junior suite for 2 nights in december 2018. Overall the room, the stay, the service, the view of the sea were all great. The only thing that kept me from giving it a higher rating was after my first night when they cleaned the room in the morning whilst we were out, the tea and coffee station was not repelnished and the glassware was not cleaned. Another thing was the room was not ready until 3 pm when the check in time was at 2 pm due to some defects they found in the room. But overall would definitely return and stay again here.

Nice hotel close to the beach, but we were not told in advance that the hotel is undergoing renovations (to be fair, works done during the day) but it makes it totally impossible to rest / nap during the day. Breakfast is poor in terms of choices and quality - overcrowded (expect to spend 10-15mins waiting at egg station). Staff are all very nice and courteous.

Being a highly rated hotel, to be fair, i could not give a high rating because i did not feel that its as good as some other hotels i have stayed in. The rooms are clean and the resort grounds are nice, the view breathtaking. Some staff, really go out of their way to accommodate you, like front desk and restaurant, but others, have a cool attitude to guest. The breakfast is nothing fancy, same menu everyday except for noodle or soup station, and some changes in local dish, otherwise you get bored looking at it by second day. My kids stop eating by third day only eating the cereal. The rooms are clean, but like stated in a letter, for the two rooms i booked, needs to have a much needed refurbishment. Cabinets cannot close properly and doors slamming shut everytime. The card access system, kept failing for my kids rooms and i have to always revalidate the card, luckily only 1 always work and it help us access my kids room. The WIFI, OMG, please do something about it, its slow like a tortoise in this day and age.Cant even sent out a decent message on whatsapp to tour operators sometimes and always trouble logging in. I gave up and went to get a 4G data sim card from Celcom instead which is many times faster. Overall, its just OK for me since i feel i did not get whats worth the amount i paid. Hope the hotel improves as they have a nice setting.

This hotel was 5 stars 20 years ago

Four a five star hotel, it needs upgrading. Shouldn’t be stated as a five star hotel. More like a 4 star

Good ambiance

Have stayed twice before with same friends and we received no acknowledgement from hotel. One room was not ready on check-in and had to wait until late afternoon for it to be ready even though check-in time was from 2.00pm. Hotel is a little tired and shabby definitely not 5*, although I believe it is undergoing renovation but this was not made aware to us when we made the booking. Saving grace is the location and staff in restaurant areas, poolside and also the housekeeping.

Forget about having breakfast .

Aircon was not working too well but upon lodging complaint, it was fixed on the same day. Kudos to the maintenance team. However, breakfast experience was disappointing- too crowded and not enough seats even before 7 am.The waitress at the waiting area responsible for ticking your name against the hotel room was sulky and refused to smile even when we greeted good morning. We had to queue a good 20 mins before being seated. My advice- forget about paying for breakfast and go out to the town to eat; you will have a much better and more pleasant experience.

I dun understand why this hotel is worthy of 5-stars because even a 3 stars hotel offer much better service with a much fairer price. Even though the restaurant at the beach offer decent dinner and the pier is amazing, there are a number of things that we are not satisfied with it. - cockcroach on the bathrobe - only 1 large towel in the bathroom for 2 guests. We called room service and asked for more large towel, nobody pick up the phone! We have called repeatedly and still nobody pick up the phone! Not until we finally call the front desk through local calls and kindly ask hem to bring more towels for us to have a decent shower. Then, we waited for an hour but still nobody get us those towel!!!!!!!!!!!!!!! We then went out and tracked down one staff and ask them to bring us towel. He said ok and still never show up and give us those towel. On the day we check out, the front desk even tried to charge us for the local call we made to the front desk!!!! - poor maintenance and not-very-clean - small private beach - our room had view of hotel rooftop😒 ,which it claimed to offer me golf view - bugs in the drinks

Dated hotel yet prestige

Stayed here for 2 nights for a friends wedding which was held at the hotel Hotel full of mainland Chinese group tourists and Koreans. Lift smells. Looks like council estates. Pool and restaurants are very nice. Needs a major renovation

now hotel is re-modeling. some make noise but, room condition is goooood

Honeymoon

Overall good stay and friendly staff, however, they do not really cater for vegetarians. There aren't many dishes on their menu and even the buffet breakfast has a lack of variety compared to the non-veg food.

The resort was very good. I booked a club room and upgraded it to a free suite. It was clean and wide. The staff was very friendly and would like to visit again next time. Thanks for making good memories :)

they did not tell me SST policy before going to the hotel. therfore, i paid more what i expected. moreover, when i checked out, one employee ( Sunardi) did not explained well the over charged price. he keep saying to me the price is agent problem. lastly, room keys keep not working. i did several time reset our room keys. i do not recomend this hotel for other people.

Kota Kintabalu trip

Hotel staff were fantastic, Daisy and Hakri were outstanding. Location was fantastic and the food was reasonably priced for the high standard delivered. Only issue was the rooms need upgrading, furniture is out of date and decore was poor.

Loved it

Really enjoyed the stay there.

Beautiful location, friendly and professional staff, excellent restaurant offerings

Nice pool and facilities

We booked deluxe room with sea view but then were upgraded to executive suite. We enjoy our stay in the hotel, the pool is nice. We especially love the waterfront pathway which connects to another side of the resort. Hotel has lots of facilities we can use.

Nice hotel next to the sea, friendly staff, reasonable food prices

Best location to stay

Location is the best for sunset and also good for visiting other popular places.

Pacific golf view room

Pacific Club Golf View King Room Level 11 with Club privileges. Free breakfast at level 11 with amazing view of the habour. Near Imago Mall. Bed is confortable.

Excellent facilities for whole family members

We had an excellent stay at PACIFIC CLUB because the staffs in Pacific Club beyond then Excellent for their customer centric especially Jurie, Danny and Daisy. We had stayed in Magellan Club before but the service We received from the staffs in Pacific Club definitely makes Pacific Club our first choice of hotel to stay in town. We are local but mostly will bring our children to stay in the hotel during school holidays. However, the cleanliness and maintenance of the swimming pool in kid pools need further improve mentioned because I saw mould in the kid's pool.

It's a beautiful hotel but getting old.

Love the scenery and the big swimming pool. But certain parts of the hotel needs refurbishing

So many activity options

A great stay, the room and staff were fantastic. Plenty of food options and so many options for activities basically right from your front door, from water sports to tennis golf squash ten pin bowling and even a movie theatre.

Great choice

Overall, it’s great! Not so happy with the Wi-Fi but it’s a vacation anyway!

WiFi needs a boost

High quality hotel on a golf course in central KK. Only let down was poor quality internet especially in the room

Just fantastic. Experience of a lifetime. A perfect gateway.

5 star hotel experience

Check in was fast and efficient. Staff were very friendly. Bonus was the room upgrade as the hotel was fully booked during our stay.

Excellent vacation

We went for 1 day weekend gate away..Overall the trip was excellent...the accomodation,facilities,food was excellent except for check in was bit crowded and late,we were given late check out due to late check in but i didnt realise untilli went back that i didnt received my receipt

It's Very Good Steps. It's Very Good Rooms. It's Very Good Foods. It's Very Good View. It's Very Good Pools. All Must Nice.. I Want To Go Again

In need of refurbishment

This is a VERY old looking hotel that is in desperate need of refurbishment. The rooms smell mouldy and damp and the carpets are very old. Good pool area

We loved it and can’t wait to stay here again! Perfect getaway resort

Beautiful gounds

Beautiful grounds. Close to airport. Friendly staff. Exceptional breakfast buffet.

Very disappointing

Service was poor. Room service not available, service was definitely not in line with the pri e

Good Resort Experience

Pleasant stay at a true KK resort, as opposed downtown KK hotel experience. We were upgraded to a Family Suite by front desk as our daughter decided to join us at the last minute. The Suite was large and comfortable with both tub and separate shower, although furniture and installations were starting to feel somewhat dated. Otherwise, it was a great resort experience with a crowded, but well-stocked free breakfast and convenient access to boats to travel to islands from an operator located right next door. No need to go to Jesselton Point to deal with crowds and touts. Transportation in and out of resort extremely and efficient cheap via Uber to all shopping and dining in KK.

Poor communication

We requested an extra bed through expedia, but end up check in with hundred dollars to pay for the extra bed with more space to the room. The front desk did not give a clear view of the charges.

Very friendly staff and nice location

Our family stayed for the new year and the hotel was great in all aspects. The staff were always very helpful and they could solve our problems all promptly. The new year's party at the harbor was spectacular in particular. Pretty recommended. The negatives are that the room is kind of old but acceptable and sometimes the walking from one hotel to the other can be inconvenient if you have small kids.

No golf view, only roof view.

Reserved golf view room, but only view of roof and some trees. Requested change, but nothing available.

Beautiful hotel, beautiful staff, close to beach

this is my 3rd stay at the Pacific Sutera. the Staff are amazing and the hotel facilities are fantastic but was disappointed in my booking from July that the rate continued to change. I was given the option to pay on booking or pay on arrival. My decision was to pay on arrival which was a bad decision. I am disappointed that the daily rate continued to change until my departure. I will be making further enquiries into this occurrence.

Overnight stay

Excellent position overlooking harbour and bay. Rooms rather ordinary. Fire alarm in the middle of the night.

Cleaning is uncomfortable. All staffs are kind. Some people wear bath gown outside. I feel uncomfortable.

The breakfast was great, environment and staff are doing great! I have an incident when I use the shuttle bus going back from the other hotel to this hotel, the traffic at the lobby was fully occupied, a lot of vehicle during that night, mostly buses and taxi. Me and my kid who is 3 years old, wasn't even coming down but we were almost going from the stairs, the bus moved. It was moving, I was so afraid as I worry that my 3 years old who is in front could just fell. What more is the car behind could just drive ahead. The driver wasn't even watching and thought we were on the ground. It was a complete nightmare. I was screaming, but the bus didn't stop, I screamed because I cannot hold on my 3 years old at the stairs as I was managing my own balance. Till then, there was 1 hotel staff quickly ran over and stop the bus. Thank God. It was a complete nightmare! I didn't lodge and telling anything to the hotel till now!

Nice hotel with a great view of the sea.

We had a room on a high floor with an amazing view of the sea and marina. It was a really beautiful sight to behold, every morning, and well worth the extra money paid for sea-facing rooms. The room also was very comfortable and spacious. The food served at breakfast was great and so was the food served at the Chinese restaurant, Silk Garden. However, the WiFi was very slow and unstable (seems to be common in KK) and if you relied on the Internet for work, I wouldn’t recommend staying here.

Great rest after climbing Mount Kinabalu

Plesant stay after our visit to Mount Kinabalu. Good service and helpful staff at all times. A bit pricy maybe but you have everything at your disposal from activities and resturants to cinema. A great place for chilling after the mountain climb. There is also a shuttle to the city which is really cheap 3.20 RT per adult.

Great hotel!

Lovely hotel, grounds and staff, but such a busy area, and everywhere we walked in Kota Kinabalu there was an awful smell from the sewers.

Well maintained resort with private beach

A relaxing place with nice surroundings - garden with beautiful flowers, pools, beach and golf view.

Nice hotel but no atmosphere. In bed by 8pm.

We found this hotel did not suit us. There was no night life. As we came during the tail end of a typhoon we were limited with activities. Plus the hotel is to large for us. No Aussies.

Nice hotel, lovely staff, amazing breakfast

Walkable into town, great food even for vegans. Unfortunately noisy due to closeness to airport

KK - a resort vacation break

In KK, the hotels are all basically at the end of the airport runway which seems to operate close to 24 hours a day with charter flights in from China and Korea. This hotel is no exception so be prepared for sleepless nights if the wind is from the east! The hotel is OK and was maybe a 5* 20 years ago but is now looking old and tired. That said, the price is good and the Club upgrade worth the extra for an a la carte breakfast instead of the buffet chaos and a decent complimentary cocktail hour with good nibbles. Great sunsets.