Shangri-La Rasa Sayang, Penang

I needed like a retreat and choosing this hotel was a great choice. Everything from the hotel was exceptional and amazing. The staff even remembered my name and make me feel welcome and value. Although the hotel was amazing, I don't recommend their Nail Salon. My nails from my hands using gel lasted a day and the price was really expensive, double the price for a VIP deluxe option where I live in USA.

The breakfast menu can have more vegetarian dishes. The room seems a little expensive too.

Very very good service and friendly staff, room and facilities clean. I will be back again

To the Management of Shangri-La Rasa Sayang, I am writing this letter with extreme disappointment and frustration following my recent 4 days and 3 nights stay at Shangri-La Rasa Sayang. This was supposed to be one of the happiest trips of our lives. It was our honeymoon, my husband’s birthday, and our wedding anniversary. Instead of creating beautiful memories, your hotel managed to turn this special occasion into one filled with disappointment, frustration, and unanswered questions. This was not my first stay at Shangri-La Rasa Sayang. I returned because I trusted your hotel and expected the same world class hospitality I had experienced before. Sadly, this stay was nothing like that. In fact, it was the worst experience I have ever had at a hotel claiming to provide luxury service. The disappointment started the moment we arrived. No one welcomed us, No one greeted us. I had to wait for few minutes to get help with our luggage. My husband had to approach the check-in counter himself because none of your staff even acknowledged us or offered assistance. He stood there wondering if anyone was even going to serve him. What hurt us the most was what happened throughout our stay. I couldn’t help but notice how differently we were treated compared to foreign (Mat Salleh) guests. Staff who barely acknowledged us suddenly became warm, cheerful, smiling, and attentive when serving them. It was impossible not to notice. So I want to ask your management directly: Why were we treated differently? Was it because we are Malays? Was it because we are young? Did your staff assume that because we are local or look young, we were somehow less deserving of the same hospitality? We paid exactly the same as every other guest. Our money is no different from anyone else’s. So why were we made to feel invisible? The feeling we left with was that we were simply not important enough to deserve the same level of service. That is heartbreaking, especially coming from a hotel that prides itself on hospitality. Things became even worse with our honeymoon and anniversary arrangements. Before our stay, your team informed us that fruits, a birthday cake, and room decorations would be prepared on 5 July. Since our actual anniversary was on 6 July, my husband called your reservations team in advance to politely request that everything be delivered on 6 July instead. Instead of helping us, the staff member told us that we had to inform the reception ourselves. I’m sorry, but what is the purpose of having a reservations team if guests still have to coordinate everything themselves? So what is the purpose of the contact number? We called because we were not at the hotel. Despite calling in advance, our request was ignored. The cake was still delivered on 5 July. The promised fruits never arrived. There were no decorations. No apology. No follow-up. No one seemed to care because we’re not MAT SALLEH or RICH PEOPLE. It honestly felt as though our request was never taken seriously. As if that wasn’t disappointing enough, the room itself was not cleaned to the standard expected of a luxury hotel. Cleanliness is the most basic expectation of any hotel, yet even this fell short. So I have to ask, What exactly were we paying for? We paid luxury prices and we expected luxury hospitality. Instead, we received poor service, broken promises, poor communication, an unclean room, and an experience that made us feel ignored and undervalued from beginning to end. This is not how a luxury hotel should treat its guests. This is certainly not the Shangri-La standard that I remembered. I am not writing this letter because of a missing cake or fruits. Those are small matters. I am writing because of how your staff made us feel. Ignored. Unwelcome. Unimportant. Undervalued. No guest should ever leave a hotel feeling that they were treated differently because of their race, nationality, age, or appearance. Whether that was your staff’s intention o