Shangri-La Golden Sands, Penang

The pools are magnificent and always warm to enter with great facilities for children. Breakfast was a huge choice catering for various cultures. Many thanks to the staff for the lovely birthday cake received - just the right amount for us to share with our two friends.

The staff did not appear as friendly as they have done on previous holidays at the Golden Sands. On past occasions we have had attended free activities available to guests, such as napkin folding, fruit carving (the watermelon was fantastic), cocktail making, and coffee making. It would be nice to see some of these continued.

السلام عليكم ورحمة الله وبركاته، أود تقديم شكوى بشأن الحجز الذي قمت به لدى الفندق، حيث إنني لم أقم بالإقامة في الفندق نهائيًا، ومع ذلك تم خصم كامل قيمة الحجز مني. عند إجراء الحجز، تم تأكيد الحجز لعدد 4 بالغين و3 أطفال، بإجمالي 7 أشخاص، وتمت الموافقة على الحجز وفقًا لهذه البيانات. ولكنني تفاجأت بعد ذلك بإفادة الفندق بأنه سيتم توفير أسرّة تكفي فقط لـ 4 بالغين وطفلين، أي 6 أشخاص فقط، وعند طلبي توفير سرير إضافي للطفل الثالث مجانًا، تم رفض طلبي. وهنا أود الاستفسار: كيف تم تأكيد وقبول الحجز من الأساس لعدد 7 أشخاص، بينما الفندق غير قادر على توفير أماكن نوم مناسبة لجميع الأشخاص المشمولين في الحجز؟ وبناءً على ذلك، اضطررت إلى إلغاء الحجز، خاصة بعد رفض الفندق توفير الحل المناسب. كما تواصلت مع الفندق عدة مرات لتوضيح اعتراضي، إلا أنني وجدت إصرارًا على الاحتفاظ بكامل مبلغ الحجز، رغم أنني لم أستفد من الإقامة، ورغم أن المشكلة ناتجة عن عدم توفير الخدمة المتوافقة مع تفاصيل الحجز المؤكد. لذلك، أطلب من إدارة الفندق إعادة النظر في الموضوع بشكل عادل ومنصف، ومراجعة تفاصيل الحجز والمراسلات المتعلقة به، وإعادة كامل المبلغ الذي تم خصمه مني، حيث إنني لم أقم بالإقامة في الفندق، كما أن الخدمة التي تم تأكيدها عند الحجز لم تكن متاحة بالشكل المتفق عليه. وفي حال عدم التوصل إلى حل مرضٍ، فسوف أضطر إلى رفع شكوى رسمية إلى الجهة المختصة بالسياحة في ماليزيا لاتخاذ ما يلزم والنظر في مدى صحة احتفاظ الفندق بكامل قيمة الحجز في هذه الحالة. آمل من إدارة الفندق التعامل مع الشكوى بجدية، ومراجعة الأمر مرة أخرى، والوصول إلى حل عادل في أقرب وقت ممكن. وتفضلوا بقبول الاحترام والتقدير.

للأسف، كنت أتوقع من Booking.com، باعتبارها المنصة التي تم من خلالها إجراء الحجز وتأكيده، أن تقدم الدعم اللازم لحل المشكلة والتواصل مع الفندق بما يضمن حقوق العميل، إلا أنني لم أجد الدعم الكافي للوصول إلى حل مناسب أو استرداد المبلغ. لذلك، أرجو من Booking.com إعادة النظر في حالتي بشكل جدي، ومراجعة تفاصيل الحجز والمراسلات التي تمت بيني وبين الفندق، والتدخل لحل المشكلة واسترداد المبلغ الذي تم خصمه مني. كما أتمنى من Booking.com الاهتمام بشكل أكبر بمشكلات العملاء، خصوصًا في الحالات التي يكون فيها هناك اختلاف بين تفاصيل الحجز المؤكد والخدمة التي يستطيع الفندق تقديمها فعليًا. فالعميل يعتمد على Booking.com في الحصول على حجز واضح ومؤكد، ومن حقه الحصول على الدعم عند حدوث أي مشكلة مع مكان الإقامة. آمل أن يتم التعامل مع شكواي بجدية، والوصول إلى حل عادل ومنصف، وإعادة المبلغ المستحق لي، خاصة أنني لم أقم بالإقامة في الفندق بسبب عدم توفير الخدمة المتوافقة مع تفاصيل الحجز المؤكد. وفي حال عدم التوصل إلى حل مناسب، فسأضطر إلى تصعيد الشكوى إلى الجهات المختصة لحفظ حقوقي. شاكرًا لكم تعاونكم، وأتطلع إلى ردكم وحل المشكلة في أقرب وقت ممكن. وتفضلوا بقبول الاحترام والتقدير.

Goede ligging aan het strand.

Van de 3 nachten heb ik 2 nachten de receptie gecontacteerd omdat er zo’n geluidsoverlast was door feestende, hard pratende en lachende mensen. Ze leken wel dronken….restaurant was al lang dicht. Na security check werd het rustiger. Er zou standaard controle zijn maar dat lijkt me niet juist, overlast duurde echt lang voordat ik de meldingen deed.

room, Pool Breakfast most importantly the staffs.

The floor I stayed smelled. due to some Leakage presumably.. and the wet carpets.

room was reasonable size, with nice seaview. big restaurant for dining (breakfast)

definitely not for couple looking for a romantic getaway as the sounds from the kids are quite loud throughout the day and night. long queue for breakfast at the restaurant even at 8am.

Facilities

Pricey

لم يعجبني شي

لم يعجبني شي

The only positive aspect of our stay was the service at the pool bar. The gentlemen working there were friendly, smiling and genuinely helpful. Unfortunately, this was the only good part of our experience.

This was by far the worst hotel we have ever stayed in. We travel extensively and regularly stay in hotels in many different countries, but we have never experienced anything like this before. Fortunately, we stayed for only two nights, because the entire experience was a nightmare. The hotel was extremely dirty and poorly maintained. Our room was not cleaned to an acceptable standard. Even the pillow was stained and had someone else’s hair on it. The bathroom was full of small insects that looked like ants or something similar. It was disgusting and completely unacceptable, especially for a hotel associated with the Shangri-La brand. The pool area was equally neglected. The sun loungers were dirty, while much of the furniture and equipment was broken, damaged or badly worn. There were numerous crows and pigeons around the pool, as well as bird droppings. The pool towels were old, stained, mismatched and, in some cases, torn. They did not appear to be properly clean. The gym was filthy and poorly maintained, with old, dirty equipment that felt unhygienic to use. Its condition made us reluctant to touch anything, let alone exercise there. Breakfast was another major disappointment. The restaurant was noisy, chaotic and dirty. Even basic items such as drinking glasses were often unavailable, while food, including fruit, was not replenished properly. The breakfast restaurant felt more like a neglected school canteen from the 1980s than a hotel restaurant. The food throughout the hotel was unfortunately very poor and unpleasant to eat. The hotel also charged unusually high taxes and additional fees on top of the amount shown through Booking.com. At every other hotel we stayed at in Malaysia, we paid only a small local tax. Here, the additional amount was considerably higher, and the staff could not clearly explain what these charges were for. This lack of transparency left an extremely negative impression.

great location, the staff are super friendly and very attentive and helpful. The breakfast buffet and the crustaceans dinner buffet are awesome! we really recommend this.

The room a bit outdated but we get a clean room, so it was okay. beach faces erosion n there are water sports activity managed by outside vendor, they charge u tourist price, not recommended if u plan for water sports activity.

The cleanliness

The pillow, too soft. Property should upgrade the pillow

Pool and service

The cleaness..the hotel looks like horror from the outside as well as inside and the carpet and the pathway were smelly..smell like body odour of the staff.

Spacious. Lovely and good spot for family and who loves beach

No hair dyer.

The outdoor areas, including the swimming pool and beachfront surroundings, are very beautiful. The swimming pool is also very kid-friendly. Upon arrival, we were warmly welcomed with a complimentary welcome drink. Staff very friendly.

The only minor issue was that there was some sand and a few small stones on the room floor. Other than that, everything was great.

Your welcome staff at reception The banquets staff were very helpful The boys take care the hall from the event casia till night event at the main hall.. 👍

The hall for training casia 3 & 2 the room is hot and the aircond is blast until need extra portable aircond .. still can't good enough for the room .. I have 2 times batch 1 and batch 2 for the event and suppose your management notice on this matter after the 1st event . The 2nd event is after 30 days u still can manage it .. but still the same... The room did not meet the standard of 5* hotel compared to the other hotel in Penang I have stayed before previous.

سي جدا

لا يوجد ترحيب والغرف صغيره جدا

Toilet not clean, has mold

Great facilities

The staff at reception were curt and short with replies to issues. Restaurant staff could not smile. The hotel was definitely running above capacity with inadequate seating for meals

Accomodation and service provided was up to par

Check in was delayed as lots of guest on my check in day, I only able to get my room past check in time. Floor pathway carpet very smelly, hotel might need to find way to deodorize it. My room 146, got electric jump three times midnight, I call operator but no one came to assist that night.

Sangat recommended 🫡🫡🫡

the beach, the pool

the price

Facilities and guest waiting room was a very nice touch

Lengthy waiting time but understandable since peak school holiday season

Overall goods.. Hospitality, staff, environment, food all goods.. I will repeat for the third time

Check in at 3.30pm enter room at 8.50pm, staff not properly apologize and do nothing.. Toilet, got water on the floow never dry Service vary bad even this hotel are more than 40 years

整體來說不滿意

1.國慶連假入住，因為房間尚未整理好，被告知延後一個小時才能入住，但也沒有延後退房。 2.千萬不要馬來西亞連假來，泳池滿滿的人，水質因此變得不好。 3.早餐混亂，當天被告知因為餐廳人滿了換到靠近沙灘的餐廳用早餐，但食物種類較少，而且有些餐點沒了也沒補。 4.房間內有螞蟻與毛髮。 5.沙灘非常小，應該稱不上是沙灘了。 6.隔音不好，能聽到走廊說話聲，且就算關上窗戶也可以聽見泳池嬉鬧聲。

Young children will enjoy the two small slides and the pools.

Our room was dirty when we entered. The Bathroom sink was filled with pubic hairs and Toilet had stuff in it . The tissue box was an empty broken box with one piece of tissue in, it clearly hadn’t been replaced or cleaned . There is a Mosque next door which woke us up at 5.30am. There was Excrement/poo all over floor by entrance for Adventureland, it was disgusting. No breakfast included even though The room was very expensive. This is our first time at a 5 star hotel where breakfast is not included! I phoned room service 3 times but no answer. I wanted tea bags. so I tried take tea bags from the breakfast buffet but staff said I couldn’t and needed call room service. But i did and No one answered room service! No one replied to my emails for days There were Rats by the big chess board (which was next to bins) Massive groups of big crows which descended onto the food areas/tables . Crows Ripped open our kids bag after we wrapped up wafers in there No beach / cannot swim because of jellyfish Guy at towel place giving me attitude when I went to get a towel Adventureland during their fun day was excruciatingly busy. The queues were out the door Staff member from the restaurant came out of toilet without washing hands We have stayed at 5 star hotels before and this didn’t have the service and hospitality of a 5 star hotel.

All excellent, a good staff and all service is 5star.

Room is great. Breakfast is great Facilities is clean and well maintained

The overall ambience

Room dusty, beach very bad due to external development

Almost everything

Parking.

Swimming pool, free 5 minutes massage and holding room while waiting for room to ready. Chocolates and free welcoming drinks. They also provide free meals to guests in the waiting room. Complementary cake also good.

Majority of staff horrible, showing unwelcoming face and gesture, not smile to guests even walked beside us. Staff cooking omelette so annoying. I requested for 3 omellettes cause I am taking for my husband, he cut 1 omelette to 3 and stared me (no one quing after me btw). Breakfast are horrible. Not enough room to cater guests then we were asked to take breakfast by the beach but ssooooo many crows and doves. And, no staff trying to shush them. Totally waste my money. Went here cause of 5 stars, but with this kind of service, 2 stars are max I think. Room no 335 so smelly. The hairdryer was installed in drawer, I cannot unplug to change the power source. So difficult to use. Please add number of staff especially during peak season.

B E S T 👍🏻

一般！很多地方可以加强～

Most everything

Spoilt children but not your fault, delinquent parents.

One stop centre…

Parkir. Dan banyak sangat tahi burung mengenai kereta yang parkir..

Everything’s

No

1階の部屋だったのだが、仕方ないとはいえプールビューなのに併設されているカフェの屋根で景色は最悪。 この部屋なら安いシティービューの部屋のほうがましだった。

Rooms were great, clean , fully equipped from hair blower to coffee and tea.

Considering this is a Shangri-La group, food could be a bit better from the foc breakfast to the Rm 169 ++ so call 'Fisherman Special ' buffet dinner. Very disappointed at the buffet, not even a single crab, not to mention squit , half dead clams .... Not worth the money paid, no wonder it was not even half full, to be totally honest, Md Donald's across the street would be more satisfying.

Jalita from Garden Cafe friendly good service. Housekeeping good Prabuganesh from rasa sayang bar restaurant warm and excellent service

Too crowded. Very noisy. Wet floors and lifts from swimming costumes

Good service by Jalita at Garden Cafe. Excellent service by Prabuganesh at Rasa Sayang Bar restaurant. Goid housekeeping.

The place was too crowded. Too much of noise. Places wet due to swimming pool water from swimming costumes.

Breakfast was lovely

Rooms could do with upgrade very dated not much around outside of the hotel

泳池很适合小孩，环境也很干净

当游完泳了领了两次毛巾服务人员会碎碎念说刚刚不是领了吗又领，我听到很不舒服

الموقع النظافه حسن الاستقبال

الفطور متنوع ولكنه زحمه وحر لان المكان مفتوح ....

Hôtel très bien situé, propre et agréable. Un peu vieillissant, mais avec une ambiance très chaleureuse et familiale. Le petit déjeuner est très bon et le personnel vraiment aimable et attentionné. Nous avons passé un excellent séjour en famille !

The staff are excellent. The buffet breakfast is great and there are so many different options to choose from. The room was a good size. The balcony had a lovely view of the garden and pools

Nothing

Good buffet area.

Place was totally catering for young children and families. It felt noisy, crowded and chaotic.

Near beach.

None.

The location was great, swimming pool was great especially if you have kids and food during morning buffet was variety and delicious

None

Confusion

Clean

المسبح و الاطلاله الخارجية

المنتجع قديم نوعاً ما و يحتاج تجديد و دورات المياة غير نظيفه

Food and service

Bed room

The facilities provided

There are hairs on the mirror, tap and bath tub.

Love the environment. Breakfasts were awesome. Pools were so big and my kid was having so much fun.

None

المرافق كلها جيده

الافطار عباره عن اكل هندي واسيوي

Had a wonderful stay. The breakfast was awesome, the pool was really nice and the room service was very good. All the staff were so friendly, helpful and welcoming. Overall a great experience and definitely a place I would love visit again.

Nil

Nothing to say

Food kurang sikit rasanya

On a positive note, the customer service was excellent. The staff were friendly, attentive, and handled our concerns professionally. However, considering the Shangri-La name and the price, we expected a much higher standard of accommodation, cleanliness, and hygiene.

Unfortunately, our stay at Shangri-La Penang was far below our expectations. We were initially given an old and dirty room that we simply could not stay in. After we complained, the staff moved us to a better room, but even that room was dated and clearly needed renovation. Although our booking included breakfast, we did not eat at the hotel because the breakfast area felt completely unhygienic. It is open-air and extremely hot, with food left uncovered while mosquitoes and birds fly around. We also saw birds eating food left on the tables, which was very unpleasant. The swimming pool area is fun for children, but unfortunately, it was also kept very dirty.

We really love our room! ❤️ The super king-size bed, mattress and pillows are all so comfortable. The towels are also perfect — we love this size because they’re not too huge. The current size is just right, and the quality is really good. Love everything! Thank you so much! 🥰❤️

Breakfast: The salad and fruit selection was not as appealing, perhaps because it was a weekday. I’m not sure, but I assume there may be more variety on weekends when there are more guests. Room: The soundproofing could be improved. According to my husband, our neighbour was quite active throughout the night, although I was completely knocked out and didn’t hear a thing! 😂 Pool: The pool could get quite crowded when there are more children and adults using it, especially during peak periods.

Weinig

Zeer gedateerd. Relatief duur. Geen strand mogelijkheden. Erg druk. Verblijf is af te raden. Je kunt beter iets meer betalen en bij d buren gaan zitten.

Bien situé Bonne Literie

Trop bruyant Petit déjeuner pas très bon

Just the location.

Small and congested room. They should upgrade give a better look to the room and overall facilities. To name it everything they have is outdated. So revamp and get updated.

让我住的非常舒服轻松 只是晚上坐在椅子上有蚊子 希望能提供药水 或者 蚊香

The children’s facilities were excellent, proximity to beach and swimming pool excellent. Complimentary buggy service between sister hotels very useful.

设备老化了 服务还可以。入住的时候还有装修味。不过提出换房要求时还是换了。

前台裹头巾的服务员态度不好。华人服务员服务很好。

Warmth of the staff layout of the hotel and the wide choice of food for breakfast

Executive double a bit cramped

L’ambiance familiale parfaite pour les enfants

The staf and the location

The barhroom is not well-kept. In our room, the water from the shower lingered around the floor and did not go down the drain (or very very slowly), which made the floor always very wet and dirty. Apart from that, the bathroom was okay.

View outside exspecially swimming pool and tree

Breakfast time

Have variety for kids facilities and activities.

The hotel is old and the room was not clean, can smell that the room is old, aesthetic is also old. No direct beach access.

spacious kids friendly

none

Great location in Batu Feringhi, really nice grounds, pools and bar and really good buffet breakfast

It was really busy with families so as a couple we could have picked something quieter, but great for families

كل شيء رائع جدا في المنتجع.. من ناحية المرافق والترفيه والموقع رائع جدا جدا

بصراحة يتعاملون مع حجوزات موقع بوكينج يعطوهم اسوء الغرف ..وهذا اللي لاحظته

Good stay and location..friendly staff..love the breakfast buffet options

The monkeys on the deck lovely but stopped us from using it. The pools were just kids everywhere. The resort is a long way out from anywhere.

I stayed here for the 6th time over a span of 18 years. The overall feeling remains good.

Rooms are outdated. Its about time to make refurbishment. Middle Eastern section of the Breakfast is very limited. Beach area needs more attention from both the hotel and authorities. Sea water is pentrating the beach every year. This year the beach almost does not exist!

الموقع و الخدمات القريبة

الافطار و شاطئ الفندق

Clean & quick service

N/a

Environment & facilities

Check in process are taking longer time & consume higher downtime. Need to improve & speed up the process.

الموقع ممتاز كل شيء حوله ومرافقة رائعة

Comfortable, Peaceful and Affordable, Rooms are clean, Staff are approachable. Always my favourite place in penang ❤️

满意

Le petit déjeuner et la piscine était super. Il h a tout pour les enfants.

Il ne faut pas avoir peur des singes qui se promènent sur les balcons et des monitor lizards qui marchent au bord de la piscine. Par ailleurs, la piscine demanderait plus d’hygiène.

Kids heaven! Great pool, slides, indoor playground and kids club.

The beach is tiny and we couldn't swim due to big waves and jellyfish warnings.

المكان مرتب وطاقم العمل متعاونين والافطار كان متنوع نوعا ما. يوجد استقبال بالعصائر عند الوصول. الاطلالة على البحر الأحمر

بعد المكان حيث يحتاج ما يقارب ساعه الى المطار. الاثاث قديم يحتاج تجديد. الانتظار الطويل وقت التسجيل وانته واقف .

مريح وخصوصا للعوائل

اخذ عليه مبلغ تأمين وزيادة على مبلغ الحجز ولا اعلم اسباب ذالك

العاملين يتمتعون باخلاق عاليه

الغرفه تنظح الماء،من التبريد المركزي قديمه جدا

Convenience: Having pools and restaurants right on the property means you don’t have to leave if you’d rather just unwind. Flexibility: For those who enjoy exploring, the beach is right there, but if you prefer staying put, everything you need is within reach. Perks: A good happy hour deal always adds to the enjoyment—it’s a nice touch that makes evenings more fun and social.

Pool issues: If the adult-only pool isn’t enforced, it defeats the purpose of having a quiet space. A lack of clear pool policy can definitely make it hard to relax. Beach access: Storm damage blocking the beach is a big disappointment, especially if that was a main reason for choosing the location. Without visible progress on repairs, it feels like guests are left in the dark.

comfortable and nice view

nothing

Environment

-

Banyak fasiliti untuk santai bersama family

Pada awal tiba di lobi, tidak disambut sedangkan waktu itu tengah bawa bag, staff buat tidak peduli. Dah la kita sampai lewat tunggu buggy pun lama

الفندق جدا جميل وموقعه مثالي ومناسب للعائلات وقريب من المطاعم والسوق الليلي ..

لا يوجد ...

Rooms were not clean. Wooden carving behind bed was all dusty, rooms not cleaned properly. Sheets not changed, balcony had loads of bird poo on it and it wasn’t cleaned.

Kid Friendly, nice pool, nice location and clean beach. Service staff are also nice.

The rooms are in dire need of an upgrade. Bathroom was in bad shape. Mouldy and dirty. When you enter room - you get hit with mouldy smell. For the price of the room-its not worth it. Also- EV chargers were not working when we were there

كل شي جميل

تنوع الأكل

Family friendly

Dated facilities, older rooms.

Les piscines Le professionnalisme et la gentillesse du personnel La localisation

Pas de plage face a l’hôtel Hôtel vieillissant qui demanderait une rénovation

De kamer, deze was goed uitgerust

De drukte en chaos bij het ontbijt

Wonderful hotel staff made our stay especially enjoyable

-

J ai bien aimer cette hôtel il ont beaucoup d activités dans l hôtel il donne des snacks au bord de la Piscine gratuitement et le personnel est très sympa et remercie Masy and aqilah and suhaili ils sont très sympa

Juste le buffet est trop chaud et la plage c est pour nager

Buiten was alles perfect verzorgd en het zag er stralend uit!

Het ontbijt. Veel te druk en heel veel geluid Ook veel kleine kinderen. Kom er vooral niet voor je rust.

اقامة جميله جداً