Frequently Asked Questions

General

Check-in is at 3:00PM and check-out is at 12:00PM.

Late check-out is allowed however subject to room availability. It is advised to check-out on time to avoid surcharge fees.

We’ll do everything possible to accommodate your request. Please note all special requests in the “Add comment” area when making a reservation on our website.

It is approximately 10-minute drive from KKIA.

You may take an airport taxi or book a Grabcar service to get to Sutera Harbour Resort. Simply inform your driver to take you to The Magellan Sutera or The Pacific Sutera.

The nearest shopping mall is IMAGO Mall, Riverson The Walk, or Sutera Avenue which is accessible 10 minutes by foot, or 5 minutes by car. Kota Kinabalu City Centre is a 7 minute car ride from the resort, and covers most tourist attraction such as the Filipino Market, Gaya Street Saturday & Sunday Market, the Atkinson Clock Tower, and Jesselton Ferry Terminal. Tanjung Aru Beach is also a 5-minute car ride from the resort where you can catch the famous Bornean Sunset first-hand.

A Tourism Tax of MYR 10.00 nett per room, per night applies to foreign passport holders arriving from 1 January 2023 onwards. This is collected by the hotel on behalf of the government upon check-out, and is not included in your total room cost. All Malaysian Nationals and Permanent Residents are exempted.

Pets are not allowed.

Transportation can be arranged to and from the Kota Kinabalu International Airport at the following rates:-

• Seat-In-Coach – RM 40.00 nett per person (one way)

• Limousine – RM 350.00 nett per car per way (up to 3 persons with luggage)

Kindly note that a 50% surcharge will be levied on top of the rates quoted above for transfers arranged at the hours stipulated below:-

• From 10:00 pm to 7:00 am for Seat-In-Coach and Limousine

Kindly find the schedule here

MAKING RESERVATIONS

Pre-authorization of your credit card is technically a “hold” on your credit card credit line from a purchase placed there by a merchant (such as Sutera Harbour Resort) who has initiated a charge, but not completely processed it. When the merchant finalizes the transaction process, the pre-authorization amount will be replaced by an actual charge to your card.

Important: Sutera Harbour Resort only accept credit cards for pre-authorization and not debit cards. We swipe your credit card at check-in to ensure that sufficient funds are available to settle your final bill –- and we hold this amount throughout your stay.

The amount we check for will depend on the length of your stay and which hotel you are residing at. The member of staff checking you in will explain this process clearly. No money is taken from your credit card, however, it will show as a pending transaction. The authorization of your card will last the length of your stay and it will take up to five to seven working days after your departure to be released. You can use a different card to pay your final bill.

If you have any questions about pre-authorization, please inquire at the Front Office reception.

In case any issue arises during online booking, you may contact the hotel’s general line at +6088-318 888 or +6017-808 1600 or +6017-813 0722 from 9:00am to 6:00pm daily.

Deposit is typically automatically refunded within about two (2) weeks after your stay, though the timeline may vary depending on your bank’s policies.

Yes you can.

Although individual hotel policies may vary, most hotels have a minimum age requirement of 18 years old. Please call the hotel directly prior to your arrival to make any necessary arrangements.

Please present your reservation confirmation number at the time of check-in. We would also require your NRIC (for Malaysians) or passport (for non-Malaysians) for verification purposes.

Refundable Security Deposit: For incidental charges, the hotel requires an obligatory deposit of MYR200.00 upon arrival. This deposit will be fully refunded upon check-out.

ABOUT OUR FACILITIES

Each property offers a variety of facilities catered to families, couples, or business travellers alike.

Food & Beverage

The Resort itself consists of 15 dining outlets ranging from International & Local Malaysian/ Sabahan cuisines, Continental, Mediterranean, Italian, and Western, Arabian, Marco Polo, and Chinese-Muslim cuisines.

Recreational & Sports

The resort boasts 4 adults and children swimming pools including an Olympic-size swimming pool perfect for exercising or doing laps. The Marina Club is home to Striker’s Bowl – a twelve lane 10 pin bowling centre, Fitness Centre, Badminton Court, Covered & Outdoor Tennis Courts, Squash Court, Ping Pong Section, Billiard Room and a Mini Theatre Room.

Sutera Harbour Marina, Golf & Country Club comprises of a 27-hole Graham Marsh championship golf course for day and night golfing; and 104-berth marina. North Borneo Yacht Charter and the Puteri Sutera offers an exquisite holiday on cruise.

Kids Activities

A variety of daily activity is available for children to try out including Snorkelling, Scavenger Hunt, Coconut Bowling, Soccer, Frisbee, Treasure Hunt and more.

We have a 24-hour room service, fully-equipped business centre, convenience store, limousine service, shuttle service within the resort, 354 complimentary parking bays, and high speed Wi-Fi access.

Yes, facilities designed for guests with special needs are available. Our reception is more than happy to assist should you require special attention or assistance.

ABOUT DINE & ACTIVITIES

Preparation of food is in accordance to the HALAL guidelines, however keep in mind we do serve alcoholic beverages in most of our main dining outlet.

CANCELLATIONS POLICY

Non-guaranteed reservations may be released 72 hours (or earlier subject to availability) before arrival.

Guarantees by credit card or prepayment will be subject to a one-night charge (during low season) in the event of cancellation within 14 Days, and a full penalty charge in the event of cancellation within 7 days.

During high season, reservation cancelled within 45 Days is subject to a full penalty charge.

Unfortunately, if you fail to cancel your reservation, you will be charged a minimum of one night’s room charge and tax, billed to the credit card supplied during the reservation process. Cancellation policies vary by hotel, so you may also have additional liabilities as agreed to during the reservation confirmation process. Cancellation policies are displayed during the reservation confirmation process and are also listed in the confirmation email you receive upon confirming your reservation.

TERMS, CONDITIONS & PRIVACY POLICY

  • Children of any age are welcome.
  • Child breakfast (aged 7-12 years old) would be 50% off of the adult rate.
  • Children aged 13 years and above are considered adults at this property.

Supplements are not calculated automatically in the total costs and will have to be paid for separately during your stay.

All cots and extra beds are subject to availability.

The guest shall assume all risks associated with the boat travel to and from the Resort, and/or for participating in the Resort’s activities at the Resort, and shall not hold the Resort liable for any loss or damage, including personal injury or death, howsoever caused, whether due to negligence or otherwise on the part of the Resort, its officers, employees or agents.

The above terms and conditions are governed by the laws of Malaysia. In making this booking, the guest agrees to submit to the jurisdiction of the courts in Malaysia at Kota Kinabalu, Sabah, Malaysia.

For more information, please visit this page:
https://www.suteraharbour.com/VendorEthicalBusinessPractice