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Michael A
Singapore, Singapore

No late check-out

1.0 of 5 bubblesReviewed 7 Jul 2024via mobile
Requested a late check-out at booking - hotel confirmed the same via email but fatly refused at checkin saying that an email from the hotel saying the request is noted does not mean it can be accommodated. Get it that there can be limited availability - sure, but just be upfront about it and say it's not possible so I can adjust my booking accordingly.
Date of stay: July 2024
Trip type: Travelled with family
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Shangri-La Tanjung Aru Kota Kinabalu, Owner at Shangri-La Tanjung Aru, Kota Kinabalu, responded to this review
Responded 11 Jul 2024
Dear MichaelA456,

Thank you for taking the time to share your feedback regarding your recent stay at Shangri-La Tanjung Aru. I am deeply sorry to hear about the inconvenience you experienced with your late check-out request.

We understand how frustrating it must have been to receive conflicting information. While we strive to accommodate all requests, there are times when availability constraints prevent us from fulfilling them. However, we should have communicated this more clearly and transparently from the start.

Your feedback is invaluable, and we will use it to improve our communication processes to ensure future guests do not encounter similar issues. I sincerely apologize for any inconvenience this caused and appreciate your understanding.

Thank you for choosing Shangri-La Tanjung Aru. We hope to have the opportunity to welcome you back and provide you with an improved experience.

Warm regards,

Yusuf Yaran
Resident Manager
Shangri-La Tanjung Aru, Kota Kinabalu, Sabah, Malaysia
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviews (4,621)
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Reviewed 7 July 2024 via mobile

Lovely room . We had the sea view room . We also signed up to “horizon club” which meant refreshments and a “drinks hour “ was included in our stay . Beach is private but is next door to the public beach if you wanted a longer stretch of beach. All food and drink was tasty and the complimentary toiletries were amazing . Pools looked great and there’s an adults only section for the infinity pool . There was also a water balloons fight section which looked great. We stuck to the beach and bars . Star lounge after checkout was great too . All really good amenities so can make the most of the day if your flight isn’t till later.

Minor improvements :
There’s a shangri la app you can down load and earn points . But it takes a good 12 -24 hours to update . So our points came on after we checked out and then we told we couldn’t spend them after checking out - which was a shame .
There are plenty of loungers at the pool and beach which was brilliant . But there aren’t many loungers with umbrellas . I thought that was odd as the culture here was very much sun safety

Room tip: If you want to experience kota kinabalu at your doorstep I wouldn’t book here
Date of stay: July 2024
Trip type: Travelled as a couple
Thank zpmBham
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Shangri-La Tanjung Aru Kota Kinabalu, Owner at Shangri-La Tanjung Aru, Kota Kinabalu, responded to this reviewResponded 11 July 2024

Dear zpmBham,

Thank you for sharing your detailed review of your recent stay at Shangri-La Tanjung Aru. We are delighted to hear that you enjoyed your lovely sea view room and the Horizon Club amenities. It's wonderful to know that you appreciated our private beach, delicious food and drinks, and the amazing complimentary toiletries. We're also pleased that you found our pools and adults-only infinity pool to your liking, and that you made the most of the beach and bars.

We appreciate your kind words about our Star Lounge and the overall amenities, which allowed you to enjoy your day even after checkout.

Regarding your suggestions for improvement, we apologize for the delay in updating points on the Shangri-La app. We understand how this affected your experience and will work on improving the system. Additionally, we will look into increasing the number of loungers with umbrellas to ensure better sun safety for our guests.

Thank you once again for your feedback and for choosing Shangri-La Tanjung Aru. We hope to have the pleasure of welcoming you back for another wonderful stay.

Warm regards,

Yusuf Yaran
Resident Manager
Shangri-La Tanjung Aru, Kota Kinabalu, Sabah, Malaysia

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 July 2024 via mobile

“I had a wonderful stay at your hotel. The room was spotless and well-maintained, which made my stay incredibly comfortable. The service provided by your staff was exceptional, always attentive and friendly. Additionally, the beach was pristine and beautiful, offering a perfect spot to relax and enjoy the ocean. Thank you for an amazing experience!”

Date of stay: June 2024
Trip type: Travelled on business
Thank Scenic00043694882
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Shangri-La Tanjung Aru Kota Kinabalu, Owner at Shangri-La Tanjung Aru, Kota Kinabalu, responded to this reviewResponded 11 July 2024

Dear Scenic00043694882,

Thank you for sharing your delightful review of your recent stay at Shangri-La Tanjung Aru. We are thrilled to hear that you had such a wonderful experience with us.

It's heartening to know that you found your room spotless and well-maintained, and that our staff provided exceptional service throughout your stay. Our team takes great pride in ensuring our guests feel comfortable and well taken care of.

We're also glad you enjoyed our pristine beach and found it the perfect spot to relax and take in the beauty of the ocean. Your kind words inspire us to continue delivering memorable experiences for our guests.

Thank you once again for your feedback. We look forward to welcoming you back for another amazing stay in the future.

Warm regards,

Yusuf Yaran
Resident Manager
Shangri-La Tanjung Aru, Kota Kinabalu, Sabah, Malaysia

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 July 2024 via mobile

I recently stayed at Shangri-La TAH for a staycation with my girlfriend to celebrate our 33rd friendship anniversary, and overall, had a positive experience with a few notable highlights and some areas for improvement.

First, the hospitality was exceptional. The staff was incredibly friendly and accommodating, making us feel welcome from the moment we arrived. We were fortunate to be granted an early check-in, which was a pleasant surprise and allowed us to settle in comfortably without any wait.
To our delight, we were upgraded to a suite. Which was a fantastic gesture and truly enhanced our overall experience.

Special thanks to Surayah, the Guest Service Manager, for her attentive service, and to Elizabeth from Customer Relations for her warm welcome. We also want to express our gratitude to the maintenance guy, whose name we couldn't get, for his prompt assistance. Not to forget the porter and Azul from Housekeeping did an excellent job.

However, there were a few downsides. The breakfast area was consistently overcrowded, making it difficult to enjoy the meal in a relaxed manner. Additionally, the quality of the breakfast left much to be desired. The food was quite bland and lacked flavor, coffee machine is not working either which was disappointing given the otherwise high standards of the hotel.

In summary, while Shangri-La TAH excels in hospitality and comfort, improvements in the breakfast experience would make it even better. Despite these minor issues, I would consider staying here again for the exceptional service and warm atmosphere.

Room tip: Kota Kinabalu wing for nice sea view. Tg Aru for nice pool and sunset view.
Date of stay: July 2024
Trip type: Travelled with friends
Thank xinney
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Shangri-La Tanjung Aru Kota Kinabalu, Owner at Shangri-La Tanjung Aru, Kota Kinabalu, responded to this reviewResponded 11 July 2024

Dear xinney,

Thank you for taking the time to share your detailed review following your recent staycation at Shangri-La Tanjung Aru. We are delighted to hear that you chose our resort to celebrate such a special occasion and that you enjoyed your overall experience.

We are thrilled to know that our team made a positive impact on your stay. I will personally pass on your kind words to Surayah, Elizabeth, Azul, and the porter, as well as to our maintenance team. Your recognition of their efforts truly means a lot to us.

I appreciate your candid feedback regarding the breakfast experience. I apologize for any inconvenience caused by the overcrowded area and the quality of the food. We strive to provide a delightful dining experience for our guests, and your comments will certainly help us improve.

Your observations are invaluable, and we are committed to enhancing our offerings to ensure a more enjoyable experience in the future. We hope to have the pleasure of welcoming you back for another stay, where we aim to exceed your expectations.

Warm regards,

Yusuf Yaran
Resident Manager
Shangri-La Tanjung Aru, Kota Kinabalu, Sabah, Malaysia

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 July 2024 via mobile

I agree with everyone who suggested the upgrade to the horizon club lounge. Amazing service by Norman/ Nommie. What a brilliant human he is! Funny. Great sense of humour, attentive, good English.
The hotel is beautiful! Excellent gym, huge rooms and well cleaned in the Tanjung part.
Breakfast in the horizon club was good and peaceful with a wide selection on the buffet and a la carte options too.
Loved the Nespresso machine in our room, fridge and well stocked bathroom using quality products. Powerful shower and spacious balcony with a good view.
Easy ride into KK with Grab.
We would definitely stay here again.

Room tip: Book the Horizon club. Complimentary canapés and drinks from 4-7.30pm
Date of stay: July 2024
Trip type: Travelled as a couple
Thank H9243GHclairew
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Shangri-La Tanjung Aru Kota Kinabalu, Owner at Shangri-La Tanjung Aru, Kota Kinabalu, responded to this reviewResponded 3 July 2024

Dear H9243GHclairew,

Thank you for your fabulous review! We are thrilled to hear that you had such a wonderful stay with us at Shangri-La Tanjung Aru.

Your kind words about our Horizon Club Lounge and Norman/Nommie truly warm our hearts. He is indeed a gem, and we will make sure to pass on your compliments to him. It's fantastic to know that you enjoyed the amenities, from the gym and spacious rooms to the peaceful breakfast at the Horizon Club and the in-room Nespresso machine.

We are delighted that you found everything to your satisfaction and that our location and services contributed to a memorable stay. We can't wait to welcome you back on your next visit to Kota Kinabalu.

Warm regards,

Yusuf Yaran
Resident Manager
Shangri-La Tanjung Aru, Kota Kinabalu, Sabah, Malaysia

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Reviewed 29 June 2024

We are still here at the Shangri-la Tanjung Aru and would like to take the 5 minutes before we leave to write about how amazing this place really is.

We have been totally spoilt here and as we continue with our trip around Malaysia and Borneo, we fear that nowhere else will match up to this Resort.

Finally, a massive thank you to all the staff who were professional, polite, helpful and welcoming. A special thank you to Shazual in reception who was knowledgeable and basically brilliant.
We will be back. Thank you

Date of stay: June 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank LindaChris38
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Shangri-La Tanjung Aru Kota Kinabalu, Owner at Shangri-La Tanjung Aru, Kota Kinabalu, responded to this reviewResponded 2 July 2024

Dear LindaChris38,

Thank you so much for your wonderful review! We are delighted to hear that you are enjoying your stay at Shangri-La Tanjung Aru and that our resort has made such a positive impression on you.

It is truly heartwarming to know that you have been so well taken care of by our team. I will personally convey your special thanks to Shazual and the rest of our staff for their dedication to providing exceptional service.

We are honored to be a memorable part of your journey around Malaysia and Borneo, and we eagerly look forward to welcoming you back in the future. Safe travels and thank you once again for your kind words.

Warm regards,

Yusuf Yaran
Resident Manager
Shangri-La Tanjung Aru, Kota Kinabalu, Sabah, Malaysia

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