Sunset Bar — Restaurant in Borneo

1 star for customer service, very disappointing with Sunset bar in Sangri-La KK.

I had a cocktail with my partner (he had a beer) yesterday at the bar in front of the pool before Sunset Bar is open and I can clearly see that this bar serves glass of water to their customers. After we finished our first drink we went to Sunset Bar because we found on internet that’s one of the best place to see sunset in KK.

I tried to order a glass of ice water because that’s my habit to drink water before having another alcohol drink (my partner ordered another beer). But the waiter asked me if I want to get a bottle of 500ml water instead, so I asked him do you guys serve glass of water the answer he gave was ‘This is Sangri-La’. I was confused what he was trying to tell me so then I told him that I would like a glass of ice water for now before I order another alcohol cuz I’ll need to drive later. I know that I wasn’t being difficult at that time and I was smiling/trying to be friendly when order - I worked as a waitress before so I’m not trying to make another serve person life miserable.

What they gave me was a glass of ICE without water. Are you expecting me to bite ice or wait the ice melt?

Your staffs could have explained that Sunset Bar doesn’t serve glass of water but whatever water they have on the menu. Staffs should be attentive - we were waiting the staffs to ask us if we want to order second drinks at Sunset Bar after my partner has finished his beer for a bit. However, we need to wave our hand to the waitress to get their attention. We did ended up order another beer for my partner and cocktail for myself after the order was confirmed by two serve persons. My partner could easily drank 4 beers in Sunset Bar with the period we spent there but the service was too slow and staffs weren’t attentive. Please remember customers are paying 10% service fees + 6% GST. Please do something to train your waiters/waitresses with basic customer service skills.

Sunset was okay because it was cloudy yesterday.

Overall experience: overrated

You could have just go to KK Waterfront or Tanjung...

DO NOT COME TO SUNSET BAR IF U DO NOT HAVE ONLINE BOOKING, U WILL BE CHASED OUT BY THE GUARD. Extremely disappointed with the service from Shangri-La’s food and beverage hotline. The response was painfully slow and at times completely unresponsive, making it incredibly frustrating to get any clear answers or assistance.

To make matters worse, their website does not provide proper contact information for bookings – no clear email, no proper booking form, nothing helpful online. This lack of accessibility caused unnecessary confusion and even led to a commotion outside involving the security guard, which was completely avoidable if their system had been more organized.

This level of service is not what one would expect from a brand like Shangri-La. Strongly urge management to fix their contact and booking process, and improve the responsiveness of their F&B hotline to avoid further inconvenience...

Not the sort of service I expect from a Shangri La resort!

There is a 39MYR entrance fee that includes a cheap brand spirit or soft drink, which is reasonable and not an issue.

The service is subpar when, upon paying an entrance fee, customers are forced to sit in the lower grassy area with an obstructed view of the sunset. All the other seats on the sunset side were "reserved" and remained empty for the entire time I was there. I asked if I could move to the other side, but was not allowed. The free areas of the resort have better views and comfortable amenities.

I also asked for a whisky-based cocktail and was instantly told I cannot have it because "the taste is not good". How can staff make that assertion without first enquiring what sort of drinks a customer prefers? I insisted on the drink and it...