Sheraton Kota Kinabalu

This is a modern hotel in a strong location, with spacious rooms and some good features. We appreciated being upgraded to a higher floor, where we had city views and a partial ocean view. The hot water and water pressure were excellent, and the rooftop infinity pool had wide views of the harbor and surrounding hills. The service didn’t feel consistent or well trained enough for a five-star hotel, even though staff were generally friendly. At both arrival and departure, nobody helped us with the luggage or doors despite each of us carrying several bags. We had to put them down to open the heavy, non-automatic doors ourselves. One male staff member at the entrance watched us, then helped other guests. Breakfast was another weak point. By 8:30-9:00am, the fish selection, salad bar and fruit section were empty or poorly maintained. The egg station was unattended despite the dining room being only about 15-20% full and several staff being present. Food quality was average. There were other operational issues too. The AC ran only on fan mode for the first hour, but two technicians came promptly and fixed it. They wore shoes inside the room. A delivery was left at the parking concierge, and reception told us to go collect it ourselves. The Sheraton Club lounge was closed. In the room, the wooden floor was uneven and creaked noticeably. We could clearly hear street or next-door noise throughout the night, even on a Wednesday, despite being on a high floor. The property has strong potential and good physical features, but its current service and operations felt closer to four-star than five-star standards. Management should focus on basic hospitality training and execution.

The rooms are lovely, especially the ones facing the city, and the rooftop pool has a great ocean view. It’s a nice spot for a swim in the morning or evening. Since the Sheraton seems to have opened only about two months ago, there were a few minor issues when we arrived. The hotel handled the ones we reported pretty well overall.

The rooftop scenery really stands out, with mountains, the city, little lanes, planes taking off, and boats on the sea. We also ate very well: the pepperoni pizza by the pool was good, and the “Triple Smash” beef burger was the best I’ve had. Thanks to Chloe at the front office for suggesting it, and to Chef Ryan for getting it just right. The breakfast and lunch buffets had fresh ingredients and a particularly impressive pastry selection. Being able to order barista coffee was a bonus. The location opposite Centre Point, near plenty of local foodie spots, was convenient too. Our room was spacious, with a large bathroom and a super comfortable king bed with six pillows.

The rooftop pool at sunset was unforgettable, and the rooftop bar’s classic mojitos were up to IBA standard. They don’t skimp on the alcohol. The location is perfect, right downtown and within walking distance of everywhere else. Service ran smoothly, which surprised me given how new the hotel is. Our room was excellent, with loads of space, a big bathroom, flawless finishing, and very comfortable mattresses and linen. The lamb was fantastic, and I’d say this is the best hotel food in KK. By far the best hotel in KK.