We've stayed in a few different Shangri-La hotels over the years but I'm always going to have a soft spot for this one.

We celebrated our wedding anniversary during our stay and were welcomed with the most beautiful message on our bed and a few extra food and drink treats in our room, all of which made us feel very special. The room itself was gorgeous, with a separate lounge area and beautiful views from the balcony.

We were on the all inclusive package and enjoyed all of our meals, with plenty of variety at the dinner and breakfast buffets and lovely meals by the pool or in the restaurants. On the downside, drinks service could be a little slow at times but Fiona, the General Manager, took our concerns on board, as did Clifford on the food and beverage team. I know other guests had similar complaints so I hope any issues have been addressed by now. That said, we were aware that we weren't in London or New York and do understand that life moves at a different pace in other parts of the world.

We enjoyed a guided walk in the nature reserve and had a beautiful private dinner in a gazebo on the beach. Afternoon tea was also a lovely treat. The shuttle bus into Kota Kinabalu was welcomed, but it was quite a trek, so once was enough. Finally, the sung farewell we received when we checked out brought a tear to my eye.

All in all, a beautiful hotel with a beautiful staff.

As a family, we’ve visited quite a few Shangri-La resorts and while the staff here were professional, kind and helpful, the facilities were run down, very obviously old, and less than clean.

ROOM: Room was mostly clean-ish looking. Carpet, probably because of age, looks worn and dirty. Housecleaning is respectful and does their best, we only asked for sheet changes once and appreciate the clean sheets. Note though that each time they came, they removed and did not replace used glasses and cups. Dial 0 to request for more from the front desk, ice as well if you need.

BATHROOM: Mostly clean except for black stain in bathtub. Enough toiletries were provided, we only asked for replenishment once. Also asked for towel refreshment once during our week-long stay.

LOBBY & COMMON AREAS: We did not spend much time here, clean enough. Welcome drinks and cold towels were nice.

SHOP & VENDING MACHINES: Well stocked with gifts and essentials like insect repellant and basic off-the-shelf medicine if needed. Gifts like infinity scarves and pearl jewelry, clothing like swimsuits and basic resortwear available.

NOTE: SHOP IS CASHLESS, CHARGE TO ROOM OR CREDIT CARD ONLY.

KIDS CLUB: This is where the hotel shows its sorry state most clearly. The carpets are worn, the chairs for kids are wobbly and spray painted, or just that the paint is wearing off so badly it looks spray painted. There are wooden train tracks with enough tracks and plenty of broken plastic parts, and a toy kitchen with play food that’s kind of fun, if only the environment were not so clearly a decade old (at least). The place is so sad, the two times we went, there were under 5 kids there (I didn’t leave my kids there though drop offs are ok.)

There are activity schedules and things like beads/ craft poms/ ice cream sticks only come out for the 30 mins or so. The staff there are nice, friendly and helpful, but that alone is insufficient to make up for the lack of supplies/ activities/ resources. Children left there alone felt lost, not happy, and the place needed a lot more energy to compensate for the sad state.

Compared to the kids club at Shangri-La Sentosa in Singapore, where there’s a ball pit and slides,
art and craft packages and origami for kids to do freely without a stipulated time, a toddler-specific full play space.

Check out was quick and painless.

BREAKFAST: A wide variety, food for everyone whether you want freshly prepared noodle soup, paratha, cereal, yogurt, hashbrowns and beef bacon (no pork here of course since Malaysia is majority Muslim), pastries and danishes, egg counter, congee with toppings, and coffee, tea and Milo. Definitely a good spread, an average crowd situation, we sat indoors to avoid insects.

ROOM SERVICE: Kids enjoyed the pepperoni pizza and chef’s caesar salad. They’re a bit heavy on the salad dressing so if you like it light, perhaps ask for it on the side.

ORDERING FOOD FROM OUTSIDE: Grab food worked well for us, I picked up deliveries directly from the riders at the lobby drop off point. Beware, there are sometimes last minute cancellations.

TRANSPORTATION: To speed things up, our family paid for transportation to and from Kota Kinabalu International Airport. That went well, with staff in red tops holding a sign at the arrival hall to pick us up, and a driver waiting to take us to the airport on our departure day.

NOTE: We left on a Wednesday with a 3pm flight and when I made a call to the front desk at 11am to find out about our car transport, they said traffic was heavy and we should already be on our way! We left by 11.30am and arrived at the airport around 1pm, with the driver trying side roads (instead of the jam packed main road) and still finding traffic in a start-stop situation that barely moved. We arrived at 1pm with enough time to check in, grab food and chill though.

THINGS TO KNOW:

MOSQUITOES & SANDFLIES: They are everywhere. They wait outside your room door in the evenings. By the pool if you are not in the water. Apply insect repellant liberally. We did and still got bitten.

SUNSCREEN: It’s hot. Bring a hat if you plan to go to the beach. Bring sunscreen. The beach isn’t very beachy, read next.

BEACH: Not as much a beach for you to play as it is an abandoned sand area that is a 10 minute walk from the resort pool, with no shelter. The sun beats down from 10.30am, move into shade, by the time you get back to shade, you’ll want some water, find cups and a water dispenser from the towel counter by the pool. HYDRATE! Also, beach = insects feasting on you.

SEASPORTS: NONE. This isn’t like Shangri-La Singapore, where theres free kayaking and stand up paddling. Other reviewers on here say there may be jellyfish in the water. We don’t know, we just jumped some waves, dug in the sand, played either ghost and sand crabs and experienced some nature under the very hot sun with insects.