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Reviewed 17 August 2019

i spent a week here in the Rasa Wing. The service in the hotel and pool area is very good but the rooms leave a lot to be desired. Our troubles started when our bathroom sink leaked. We reported this and it was repaired. A couple of days later it happened again and it was again repaired. When the leak occurred again we were told they would allocate another room. This was reported early in the morning and we were told we could move at 2pm. So we packed up our room and went to reception to get the new room. We were told the room was not ready. By this stage they had turned off the water in our original room so we were unable to do anything but wait. I visited reception on 2 occasions at 3pm and 4pm and still no room. Finally at 5.30pm we were given a new room which was identical to our previous room on a higher floor. When we entered the room we noticed that the bench which houses the television was covered in a dirty film with childrens hand marks along the bench. This was reported to reception and nothing was done. When we checked out 2 days later the stain was still there. Lots of apologies were offered but no compensation whatsoever was provided to us. Given that we lost most of the day and time dealing with the other leaks and did not have access to the amenities of the room for most of the day we were most disappointed. Upon checkout I asked what compensation we would be offered. The staff member told me that her manager was not available and she would get back to me. Two days later I was offered a one category room upgrade, subject to avaialbity on my next visit. A hotel that does not maintain rooms and fails to maintain basic cleanliness standards, especially when they are pointed out does deserve my future business. I have stayed at several Shangri La properties and this one needs to be refurbished. Even my replacement room had a loose shower head fitting and was missing a cover on the bathroom drain. The rooms look dated and there is considerable wear and tear visible on the room hardware and furniture. Why would anyone return to a hotel that charges $385 a night yet fails to deliver basics such as water, maintenance and cleaning. To be fair the public areas and grounds are well maintained and the staff are very good. As for the compensation offered I think any fair minded person would would be incredulous that the offer to rectify the situation involves the customer staying again and then the compensation being subject to availability.

Date of stay: August 2019
    • Value
    • Rooms
    • Service
4  Thank sidknee2
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
SL_Penang1, Manager at Shangri-La Rasa Sayang, Penang, responded to this reviewResponded 20 August 2019

Dear sidknee2,

Thank you for sharing your feedback. We are sorry to hear about your disappointing stay and please accept our sincere apologies for the inconvenience caused to you.

We have taken note on your comments which are highlighted to our Housekeeper for continuous improvement, in particular on room cleanliness and to ensure in room facilities are in working order.

We do hope that we will have the opportunity to possibly see you back at the Shangri-La Rasa Sayang Resort & Spa to enable us to redeem your last experience. Again, please accept our sincere apologies.

Best regards,
Suleiman TAR
Director of Communications

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 August 2019

We had a Premier room on top floor with a panoramic view,

It was a huge room, with big balcony, sitting area and big bathroom

This wing is quieter, no kids are allow in the swimming pool, the area is quiet and quite exclusive.

The room came with complimentary of high tea, cocktails, unlimited non alcoholic drinks which is really worth it.

Services were good

Room tip: Higher floor for premier double room
Date of stay: August 2019
    • Value
    • Sleep Quality
    • Service
Thank estherchilcott
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
SL_Penang1, Manager at Shangri-La Rasa Sayang, Penang, responded to this reviewResponded 19 August 2019

Dear estherchilcott,

Thank you for your compliments and sharing your beautiful review with us. We are pleased to hear about your wonderful holiday at our resort and hope to welcome you back on your next visit soon.

Best regards,
Suleiman TAR
Director of Communications

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Reviewed 17 August 2019

First impressions count and the first impression was lasting . Friendly professional welcome coupled with a hot facial town and juice made the checkin process very relaxed and set the tone for the stay .Every staff member that we encountered treated us as a valued guest and were extremely helpful with any requests . The pool area is both visually stunning and extremely pleasant to just hand out in . Restaurants and food were top quality , prompt service and value . The spa complex was delightful and very professional .The park like amenities made the whole stay fit for our needs which was to simply relax for a few days before heading home . We will be back

Date of stay: August 2019
1  Thank mykils
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
SL_Penang1, Manager at Shangri-La Rasa Sayang, Penang, responded to this reviewResponded 19 August 2019

Dear mykils,

Thank you for sharing your wonderful stay experience. It has been our great pleasure to welcome you to our resort. We can't wait to welcome you back for another delightful stay soon!

Best regards,
Suleiman TAR
Director of Communications

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Reviewed 12 August 2019

As mentioned it has been a long time since my last visit as a 10 yo. Mind you I cannot remember much from 58 years ago. No flash resorts then like the Shangri-La Rasa Sayang resort. We opted to again use Shangri-La as we were very pleased with our trip to the Shangri-la in Kota Kinabalu. We booked the more expensive Rasa wing to enjoy the lovely free afternoon teas and happy hour from 5.30pm to 7.00pm in the main lounge.

Reception check-in is very courteous along with the refreshing juice and cool towel. Everything is fully explained and the staff take you to your room. In the Premier Room you have a very good quality and spacious room plus free mini bar for one time only. Plus a big bath on the balcony. A multitude of TV stations are available and the bed is very comfortable with a selection of pillows. Fresh fruit is provided daily as required plus some welcome traditional biscuits. Good Wi-Fi is available throughout the resort including pool areas.

What was noticeable was how quiet the rooms were day and night and same for the Rasa pool area. The pool is 25 metres and the pool area is surrounded by a bush wall for privacy and restricted to Rasa wing guests. Parents with children are requested to use the more family oriented Garden Wing pool which has many attractions for the kids.

The resort has three good restaurants, one poolside in the Garden Wing area, a Spice Market Cafe and the more upmarket Feringgi Grill. Given the plentiful bar snacks that come with the free Happy Hour we only had one meal in the Spice Market Cafe. Being a Golden Circle Member we enjoyed a 40% discount on the buffet. There was a huge range of cuisines available in the Spice Market cafe including very nice desserts to finish of the meal.

The resort also provides a free shuttle bus to take guests into Penang city for shopping or other tourist sightseeing. You are dropped off at the "The Jen" Hotel which is a sister hotel under the Shangri-La banner. If you are looking to shop I'd grab a taxi from there for MR 20 and pop back to the big modern shopping centre next to the "G Hotel" Gurney Road on the waterfront. Bigger range of quality shops and restaurants in the mall on the side between the hotel and the shopping centre.

The resort also has a large health club and spa area plus beauty treatments.

Golf is available on a par 3 pitch and putt course plus you can hire ski-boats from operators external to the hotel on the beach. Once on the beach you are out of the Hotel's grounds. The beach is like most Asian beaches with murky water. I'm not sure if it is seasonal but not an attractive option for swimming but they do have a netted area to avoid stingers.

Unlike Australian Corporate or conference cocktail parties where trying to get a drink is like getting blood out of a stone, the Rasa staff ensure that your glass is never empty and includes, beer, wines and spirits and non-alcoholic drinks. Plus the finger food is constantly refreshed.

Also as mentioned the mid-afternoon high tea is most enjoyable with each table having a three tier stand of little sandwiches and cakes.

I can confidently recommend the resort for both older travellers and families.

Date of stay: August 2019
    • Sleep Quality
    • Cleanliness
    • Service
2  Thank Chris G
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
SL_Penang1, Manager at Shangri-La Rasa Sayang, Penang, responded to this reviewResponded 13 August 2019

Dear Chris G,

Thank you for sharing your wonderful holiday at Rasa Sayang. We are pleased to welcome you back and glad to hear about your fantastic stay. We can't wait to see you again for another delightful visit soon.

Best regards,
Suleiman TAR
Director of Communications

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Reviewed 11 August 2019 via mobile

This was our third visit to The Rasa in 8 years . As usual we had an excellent experience . We stayed in the garden wing this time and found it a little more enjoyable than the Rasa wing where we stayed last time (the garden wing is definitely more child friendly).
Breakfast is absolutely superb and the choice of food at the Rasa far outweighs breakfast provided by the other resorts on the strip. Rooms are cleaned to a high standard and we were very grateful to our cleaner. The lunch and dinner offered in the spice market cafe is of a 5 star standard.
The only thing I would suggest to Rasa is that they focus a little more on the beach area directly outside the hotel . Most mornings we would find various bits of debris on the sand , including pieces of glass which is a major hazzard and very dangerous to children. Just a small sweep of the beach to clear any hazzards would make the beach area a little safer and cleaner.

Special thanks go to - Aires, Rashid, Nooriza, faizal ( new trainee), lachou ( pool area ) and the life guards manning the pool area .
We shall definitely return to the Rasa !

Date of stay: August 2019
Trip type: Travelled with family
1  Thank htravel2014
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
SL_Penang1, Manager at Shangri-La Rasa Sayang, Penang, responded to this reviewResponded 13 August 2019

Dear htravel2014,

Thank you for your review. We are pleased to hear about your satisfying stay experience. We hope to see you again on your next holiday in Penang.

Best regards,
Suleiman TAR
Director of Communications

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