Hotel Shangri-La Kota Kinabalu — Hotel in Borneo

Review: Serious Safety Concern During My Stay On the morning of August 14, 2025, at around 6:40–6:45 AM, I was abruptly awakened in my hotel room by sudden, persistent knocking at the door. Still groggy from sleep, I slowly approached the door to check what was happening. To my shock, the door suddenly opened—only to be stopped by the safety latch. I immediately pushed the door shut and locked it. Looking through the peephole, I saw someone (a man) fleeing down the hallway. Disturbed and concerned, I immediately called the reception to ask why someone had tried to enter my room. The receptionist explained that a couple of tourists had mistakenly reported the wrong room number, claiming their assigned room was still occupied. As a result, the hotel had supposedly sent a cleaner to check the room.

Despite the explanation, I still felt extremely uneasy. I quickly freshened up and packed my belongings to prepare for check-out. On my way out, I encountered a cleaner on my floor and greeted her. Based on her uniform and equipment, I can confirm that the individual who attempted to enter my room was not a hotel cleaner—he had no trolley and wore no uniform. At the reception desk, I demanded a proper explanation. Initially, a male receptionist assisted me, but the female receptionist later came out to speak with me. She repeated the earlier explanation: the tourists were assigned to Level 4 but had mistakenly gone to Level 5, reporting to the front desk that their key card didn’t work and that the room was still occupied. In response, the hotel had sent someone to check the room.

I pointed out that: The hotel should have had clear records showing I had checked into that room the previous day. The person who came to my room was clearly not a cleaner.

The situation felt suspicious and unacceptable.

It was only then that the receptionist changed her story, claiming that the person who came to my room was actually their security guard. When I asked to see this security guard for identification, I was told he had already left because his shift ended at 7:00 AM.

This explanation left me feeling more uneasy, especially considering the following: The individual knocked, but never rang the doorbell, which is loud and would have woken me more naturally if he had an official reason to be there. Reception could have called the room first to confirm if it was occupied. If the person was truly a security guard, why did he run away immediately after I pushed the door shut? A legitimate staff member would have stayed and explained their purpose.

Changing the story from 'cleaner' to 'security guard' further eroded my trust in the hotel’s handling of the incident.

Because I could not accept the explanation given and was concerned for my safety, I proceeded to file a police report.

This experience has seriously affected my sense of security while traveling. I urge the hotel management to review its protocols and take guest safety more seriously. At the very least, guests should be notified before anyone attempts to enter their room, regardless of the...

On the morning of August 14, 2025, at around 6:40–6:45 AM, I was abruptly awakened in my hotel room by sudden, persistent knocking at the door. Still groggy from sleep, I slowly approached the door to check what was happening. To my shock, the door suddenly opened—only to be stopped by the safety latch. I immediately pushed the door shut and locked it. Looking through the peephole, I saw someone (a man) fleeing down the hallway.||Disturbed and concerned, I immediately called the reception to ask why someone had tried to enter my room. The receptionist explained that a couple of tourists had mistakenly reported the wrong room number, claiming their assigned room was still occupied. As a result, the hotel had supposedly sent a cleaner to check the room.||Despite the explanation, I still felt extremely uneasy. I quickly freshened up and packed my belongings to prepare for check-out. On my way out, I encountered a cleaner on my floor and greeted her. Based on her uniform and equipment, I can confirm that the individual who attempted to enter my room was not a hotel cleaner—he had no trolley and wore no uniform.||At the reception desk, I demanded a proper explanation. Initially, a male receptionist assisted me, but the female receptionist later came out to speak with me. She repeated the earlier explanation: the tourists were assigned to Level 4 but had mistakenly gone to Level 5, reporting to the front desk that their key card didn’t work and that the room was still occupied. In response, the hotel had sent someone to check the room.||I pointed out that:||1. The hotel should have had clear records showing I had checked into that room the previous day.||2. The person who came to my room was clearly not a cleaner.||The situation felt suspicious and unacceptable.||It was only then that the receptionist changed her story, claiming that the person who came to my room was actually their security guard. When I asked to see this security guard or a photo of him for identification, I was told he had already left because his shift ended at 7:00 AM.||This explanation left me feeling more uneasy, especially considering the following:||1. The individual knocked, but never rang the doorbell, which is loud and would have woken me more naturally if he had an official reason to be there.||2. Reception could have called the room first to confirm if it was occupied.||3. If the person was truly a security guard, why did he run away immediately after I pushed the door shut? A legitimate staff member would have stayed and explained their purpose.||Changing the story from 'cleaner' to 'security guard' further eroded my trust in the hotel’s handling of the incident.||Because I could not accept the explanation given and was concerned for my safety, I proceeded to file a police report.||This experience has seriously affected my sense of security while traveling. I urge the hotel management to review its protocols and take guest safety more seriously. At the very least, guests should be notified before anyone attempts to enter their room, regardless of the...

What was supposed to be a relaxing stay ended up being a disappointing night! I've stayed here 7 years ago, and that was in 2017 and came back again now. Seems like nothing has changed, still the same old-fashioned and no refurbishments done to enhance and modernise its interiors with better maintenance.

The good points: There's parking available onsite Though a little out of place but still walkable to the famous Gaya Street and waterfront area. City view from the room was kinda okay Bed was comfortable Frontdesk service was friendly and helpful.

The disappointment: The check-in process took a while longer The sheets had some black stain Windows aren't soundproof. they are still using the good old days centralised air-condition. It wasn't working well in our room. At first, we thought it took time to cool and waited, but nothing changed. Checked with the front desk and was told to wait as it is a bit slower than usual on the day. So we went out leaving the aircond ON hoping that when we returned to the room it would be cool but to our amusement it was warmer instead! Addressed it to the front desk and was told there was some maintenance trouble with the air-condition, and they have been working on it from the day before, so it is slower and there was also no other rooms available as they were full house! So we asked them what the solution was, and they gave us a stand fan instead!! Though it solved the problem of having some air but that was not what we paid for?! It is surprising how each room is not properly checked before being sold to the guest. Thanks to the front desk for providing us with a fan, to the least. Bathtub wasn't functioning well. The knob couldn't be closed tightly. the instant coffee sachets were still the old type with no brand, and that was the same 7 years ago. water pressure is considerably slow compared to other hotels within the city

The amenities provided are quite basic compared to other properties with its equivalent price, which provides better service and room amenities.

This hotel definitely needs a good refurbishment to enhance better for its value. It isn't bad, but it...