Shangri-La Golden Sands, Penang

Drag Bukit Kayu Hitam

Beautiful views and great dining staff, but the check-in process and rooms need improvement. ​Upon arrival, the place was very crowded and parking was difficult to find. We had to wait about 15 minutes just for the buggy, and the check-in process took another 15 to 30 minutes. To make matters worse, we were greeted by an Indian lady with a sour face. Fortunately, the staff at the actual reception counter were friendly. ​When we entered the room, it was clear that the property is quite dated. There was peeling wood, and it felt like the hotel management is trying to cut costs as much as possible. ​The highlight of our stay was definitely the breakfast staff, especially Encik Mohamed Jamal at the counter, as well as the rest of the dining team. Everyone was incredibly friendly and well-trained. The pool and the surrounding scenery are also very beautiful. ​Would I come back? Probably not. For the price, I would rather try another hotel that offers better value and quality.

ZULIA Zakir

Overall, it was a pleasant stay, but I was disappointed with the handling of my child’s birthday request. As a 4-star hotel, I expected a little more effort in creating a memorable experience for a special occasion. I had requested a small cake gesture for my child’s birthday, but the hotel explained that the request was not communicated by the booking agent. The staff mentioned they would try their best to arrange it; however, despite waiting until check-out, nothing was prepared. It was never about the cake itself, but about the hospitality, effort, and thoughtfulness shown by the hotel in making a guest’s special occasion feel valued. A small gesture could have made the stay even more meaningful. Rgrds ZEM

Gary Wood

Place was fine for a few nights, but not the greatest of places to stay. Pool was wonderful for kids and it was interesting to see the monkeys and lizards moving around the pool. Breakfast isn’t worth paying for and you’re best off eating outside at one of the many eateries available. Overall, ok to stay at, but wouldn’t be in a hurry to go back.

Ray F

The staff were excellent—very friendly, helpful, and welcoming. Their service was the best part of our stay. However, the bathroom facilities need improvement. The shower glass panel is too small, causing water to splash onto the bathroom floor. If a larger glass panel is not possible, at least install a shower curtain. The bathroom is also very small, and the old design wastes space because the washbasin counter is too large. There are also no hooks to hang towels or clothes. The cleanliness was below expectations. We found hair on the floor, and there was an unpleasant smell in the bathroom. In addition, the rooms facing the main road are very noisy due to traffic, which affected our rest. The breakfast selection was quite diverse. Although there was a wide variety, it felt like the focus was more on quantity than quality. While promoting local food is commendable, international breakfast options should not be overlooked, as there are many foreign guests as well.

Capt Fairuz Chai

It seems the hotel is completely incapable of handling basic guest flow. Finding a parking spot took more than an hour, only for staff to suggest parking over at Shangri-La Rasa Sayang, who predictably turned us away because they have their own guests to accommodate. Check-in was just as frustrating. After arriving at 3:15 PM, the room was not ready until 4:34 PM. When I asked to speak with the manager on duty regarding the parking mess and late room delivery, not a single management team member had the courage to step forward and address the situation. Breakfast was another headache: * The line: A 20-minute wait just to get a table, worse than a school hostel queue. * The food: Average at best. Frankly, the nasi lemak stall across the street serves a much better meal. The positives: * Rooms are well-maintained and clean. * Pool and outdoor activities are great for kids. Overall, the experience fell far short of expectations. I cannot recommend staying here, but you can experience it yourself if you want to test your patience.