What to expect
- Sleep Quality
Last 5 reviews
Great Spot for short gateway
Everything was in place accordingly. Great resort and excellent hospitality by all the staff. Special thanks to the Front Office Manager Ranjit for being so attentive and helpful throughout the stay. Besides that i think you need some extra manpower after the mco has lifted to ensure everything is in line with your service as many rooms weren't ready until 3-4pm. Last but not least kudos to your front office staff Wani as well for being very helpful.
My fiancee and I had an amazing stay here. Room was clean and fully equipped. Staff was very helpful and friendly especially Mr Ranjit Singh. Would definitely come back again when the next I visit Penang 😃
BROKEN ARM due to narrow space in the room and extended Murphy bed legs
My name is Revathi Paramasivam. We came for a family holiday to celebrate my brother's (traumatic brain injury patient) birthday since he loves Penang. He was very excited to stay at Golden Sands Penang by Shangri-La when we showed him the pictures online. I stayed at Golden Sands Penang from the 27/6/2020 - 30/6/2020. I booked a sea view room (Room 548) with an extra bed (a vertical fold away pull out Murphy bed was prepared). The Murphy bed was next to the sliding door which is also the balcony door. The pathway to the balcony is narrow and the space between the Murphy bed and the sliding door is very narrow too. On the day of arrival, my brother, my mum and I stumbled on the extended bed legs several times while we were walking to the balcony. On the next day (28/6/2020), my mum tripped over on the same extended Murphy bed leg and hit her head on the sliding door and fell down. She was unable to move her right arm and was in agony. We called for help and the first aiders arrived. They tried to assist and suggested a few hospitals nearby. However, none offered to accompany me to the hospital knowing I have a mum with a broken arm and a brain injury brother to handle. No ambulance was called either. Only one question was asked and I quote ‘You drove here right?’ It was definitely a stressful and an unpleasant experience. Upon consulting with the doctor from Penang Adventist Hospital, the prognosis is a spiral fracture on the right humerus. She was treated temporarily with a humeral fracture splint and an arm support sling. It is definitely a devastating and a handful situation for me. Soon after, we arrived back at the hotel. I requested for a wheelchair and again none offered to wheel my mother back to our room. She was left waiting at the lobby with my brain injury brother while I had to go and park the car. And I wheeled her back to the room myself. So, Shangri-La’s service values of respect, humility, courtesy, helpfulness and sincerity is definitely questionable. Then, I spoke to the Duty Manager (Mas) about the atrocious incident and expressed my sadness. She extended her sympathy and informed me that she will get back to me after I had a good rest. She then offered a complimentary in-room dining for us. On the same day (28/6/2020), my sister rushed from KL to Penang with her 3 kids and arrived only at midnight. I had to extend my stay (29/6/2020 – 30/6/2020) as well because my mum needed to be on complete bed rest before our long travel back to Kuala Lumpur. On the day of checkout (30/6/2020), the Front Office Manager (Mr Ranjit Singh) met and greeted my sister and me to discuss the situation. Compensation: 1. On-going discussion with Shangri-La’s senior management regarding the medical bills paid at the hospital if re-imbursement will be made. 2. One night waiver each for my sister and myself (2 rooms were booked). My sister had to pay for one night of stay when she was not part of the initial plan. 3. In-room dining was asked to be paid (they separated into two bills which apparently Shangri-La will bare RM111 and I will have to bare RM220). So, I have to pay more on top of the damage done. I even asked if that is the best they will do and the answer was yes. Well Done Shangri-La for the excellent service! I had to look at the bills and choose what I should be paying for since the Duty Manager from Shangri-La was unable to keep her promise. In fact, I shouldn’t be paying at all! The reason was and I quote ‘we can only pay for your mum since she fell’. Looks like Shangri-La’s culture to ‘treat everyone kindly and generously’ quoted by the founder of Shangri-La, Mr. Robert Kuok, is debatable. If you were in my shoes, do you think justice has been served? I’ll give Shangri-La the benefit of the doubt as to whether their actions were deliberate or not. Upon my mother’s follow-up with the KL Orthopaedic Specialist, she has to undergo a surgery which will cost us about RM30, 000 and above. She will have to be on bed rest for 3 months and disengage from cooking (her hobby). She is also a right-handed person which means her activities of daily living (ADLs) will be compromised. Moreover, my mum will be experiencing occupational deprivation as a result of prolonged restriction from participating in meaningful activities. This is definitely a horrifying experience for my family. Famous statement by the Duty Manager Mas and the Front Office Manager Mr Ranjit was ‘this is the 1st accident’. If this is the 1st accident, does that mean it should be handled lightly? It MUST be taken seriously and with upmost care to prevent future injuries and incidents. There is always a 1st time to everything. And since this is the 1st accident, then Shangri-La should be held accountable for the entire experience since it happened on your premises. I am very unhappy with the entire experience and stay and I demand a fair justice. Thank you.
Misleading photo in agoda
No bathtub as depicted in the photo. Room arrangement & furniture was also different. Called them once we entered room but they said that the room with bathtub is full. Better to advertise the room as standard or economy room instead of superior room
A late review as we’ve been busy isolating since our return. 😂😂 We spent 17 days at the hotel and returned home feeling totally relaxed. Pros We booked a superior sea facing room and it was worth spending the extra money Breakfast - plenty of choice, attentive staff Housekeeping - a wonderful lady who went over and above her housekeeping duties to help us on a day my wife was feeling ill Reception - knowledgeable and friendly Security staff - respectful young men Cons Guests who continually saved sun beds from the previous night, putting towels and books when they left for the day, sometimes saving 4 sunbeds, 2 in the sun and 2 in the shade plus a table with a umbrella- not sure how you can stop these people Weekends were manic, the only time we hated using the restaurant as the children were allowed by their parents to run around and throw food around Would we return, absolutely. We look forward to the coronavirus situation resolving so we can return Thanks to all of you for a wonderful holiday
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