Hilton Kota Kinabalu — Hotel in Borneo

The excellent hotel with modern facilities and the best hospitality.

This was our first time staying at the hotel. 7 days before check-in, I received a greeting email from HASHIMAH HASIM, the GUEST SERVICE MANAGER.

The content was "We are looking forward to your visit and information about the AIRPORT TRANSFER."

I was very happy because I had never received such an email from the hotel side after the corona disaster.

In response to that, we asked for a room with a bathtub, and we were very happy that they kindly agreed.

Check in was past 3pm. We were ushered to the executive lounge, where we relaxed while waiting for our room to be ready.

The room was already selected on the Hilton App the day before check-in, so it was ready soon and we were able to get the card key.

The room was located in the corner and was very spacious and comfortable, with a bathtub of course.

And we could go directly from our room to the lounge without using the lift, which was very convenient.

Everything in the lounge was beautiful and clean. In addition, the staff were all very friendly and very kind, so we were able to relax very comfortably when we were in the lounge.

Special thanks to Guest Service Manager HASHIMAH HASIM and Executive Lounge Agent NIGEL.

Unfortunately, there weren't many meals during the evening cocktails, so we had to eat cakes and sweets that we don't usually eat.

As for the room, it was new and everything was beautiful and functional.

Regarding the water supply, the amount and pressure of the water was perfect, and we were able to fill the bathtub with hot water immediately, and the shower water did not splash outside. So we were able to use it very comfortably.

The breakfast restaurant was crowded only on the first day, but there were many tables, so we were able to relax and enjoy our meal without any problems.

And, as a matter to be noted, the number of menus is very large.

In particular, there were many protein dishes. Protein dishes such as beef dishes, chicken dishes, and fish dishes were more substantial than any hotel in the world.

In addition, they changed the contents every day, so we were looking forward to it every morning.

We hope that you will continue to maintain these menus.

And then the restaurant staff were all friendly and helpful. The plates were cleared immediately after we finished eating, so we were able to enjoy our meal in a very relaxed and calm manner.

In addition, the housekeeper STEPHENIE cleaned the room early in the morning while we were eating breakfast, so we were able to spend a very meaningful day. thank you very much.

We stayed 4 nights this time. Along with the hospitality of the hotel staff, in addition to being a new hotel, we thought it was a very comfortable and relaxing stay.

Next time, I would like to stay longer. In that case, thank you for your continued support.

Thank you...

Best of the best! Hilton Kota Kinabalu is incredible in every aspect.

A warm welcome by Jonathen at the front desk and great recognition of Hilton status. The perfect start. We arrived early and our room wasn’t ready so we were escorted to the Executive Lounge on the 9th floor to relax and wait - definitely worth paying extra for - lots of spaces to relax, snacks and drinks and incredibly attentive staff.

The rooms are sumptious - with great comfortable beds, hot showers, bath robes, tea and coffee faciliites, iron, hairdryer and lots of spots to charge phones and tablets. And housekeeping do a great job with the room and bathroom spotless - massive thanks to Rubiah for looking after our room (1012) and us so well (yes I do like an extra sheet for when I get hot in the night).

Kenneth, the hotel Operations Manager, was sensational throughout our stay. He anticipated our needs (taxi, food, drinks) and ensured we enjoyed our stay - we loved his friendliness, professionalism, initiative and that he remembered us (and warmly welcomed us the next morning going to breakfast and again 3 days later when we returned from Sepilok). We can’t thank him enough for his hospitality!

Breakfast was served in the Urban Grill on the ground floor. A wonderful buffet with a huge range of different cuisines, cooked to order eggs, croissants, juices just to name a few. And the staff were magnificent - so attentive and helpful. Our waitress Nafsiah was superb - professional and thoughtful.

A great gym on the 3rd floor - lots of space, equipment, cold water and good outlook (plus air conditioned). And the pool on the 11th floor is stunning - with a great restaurant and bar there too!

The location of the Hilton is a short 10minutes drive from KKIA (airport) and a short 10minute walk to the Harbourside Waterfront. And the walk to the Waterfront can be done "above ground" via the undercover and airconditioned skywalk that goes across the busiest streets - so easy. We discovered a brilliant and authentic Indian restaurant at the Waterfront called Mother India - stunning food - we went there twice during our stay.

Any great hotel is only great because of its staff. And that is so true of Hilton KK. A few team shoutouts and thank you's: Executive Lounge - Thong who was incredibly respectful, shy, made the best gin and tonic (crushing the lemon too) and advised us when he had to leave; Nigel; Jonathan; Miswan; Kimberley; Welter...

While the Hilton at KK is undeniably a pleasant hotel, it falls short in terms of customer service that one would typically associate with the Hilton brand. The staff members are friendly and helpful, ensuring a welcoming atmosphere. The spacious and comfortable rooms provide a delightful respite for guests. The breakfast spread, as expected from Hilton, offers a delectable array of food choices, satisfying even the most discerning palates. The rooftop pool adds a nice touch to the overall experience, allowing guests to relax and enjoy a refreshing drink while basking in the sun on comfortable loungers.

However, there were a few areas where the hotel's attention to detail was lacking, particularly in their relationship with American Express. As a Gold Member through Amex, I typically book my Hilton stays using either American Express or Hilton Honors. As a result, I am entitled to complimentary breakfasts. It was disconcerting when the receptionist initially informed me that I wouldn't receive this benefit because I hadn't booked directly with them. Thankfully, I stood my ground and insisted on my entitlement, eventually persuading the receptionist to include the breakfast without any additional charges. While this issue was resolved satisfactorily, it was still perplexing that such a disagreement occurred in the first place.

Another disappointment arose when I contacted Hilton prior to my arrival, seeking to split my three-day booking so that I could stay one of the prepaid nights in Kota Kinabalu after descending Mount Kinabalu. Unfortunately, Hilton refused my request, citing the non-refundable nature of my reservation. So I was only able to stay two out of the three nights I had booked. This response was unexpected, as other Hilton brand hotels have often displayed a willingness to go the extra mile for their guests. This lack of flexibility and service, especially towards Gold Members, was a departure from the exceptional customer service that Hilton is renowned for.

Ultimately, while the Hilton at KK offers a pleasant stay, the shortcomings in terms of customer service, particularly in relation to the American Express issue and the inflexibility regarding booking amendments, do detract from the overall experience. Hilton's reputation for exceptional customer service is not fully reflected in this particular...