Kota Kinabalu Marriott Hotel

Recent Reviews: 316

• User:Zijia W

  Trip type: Friends getaway

  Why I Would Avoid Kota Kinabalu Marriott Hotel

  12 Jun 2026

  This trip was originally planned for me, my girlfriend, and our friends to travel to Kota Kinabalu and stay at Kota Kinabalu Marriott Hotel. However, due to last-minute work commitments, I was unable to travel. Therefore, I helped them book the rooms under their own names. My Marriott Bonvoy account was not linked to the bookings, and I did not receive any points, elite night credits, or member benefits from these reservations.This was a fully paid cash booking. We booked one Sea View Suite and one regular Sea View Room.The first issue was the discriminatory treatment at check-in.When my friend went to check in, the front desk associate, Afnie, saw that my friend was quite young, around 19 years old, and dressed casually. She repeatedly claimed that the Sea View Suite was a “complimentary upgrade.” She also stated that because I was not physically present, my friend could only be given a basic standard king room.My friend explained multiple times that this was a fully paid room type, not a complimentary upgrade. However, the front desk still refused to acknowledge this. During the communication, the associate also showed an uncomfortable, mocking expression. My friend clearly felt that she was being treated differently because of her age, appearance, and the way she was dressed.In the end, they were forced to wait outside for nearly half an hour. It was only after I contacted the Marriott Ambassador team and the Ambassador team called the hotel front desk to clarify the situation that the hotel finally allowed them to check in to the room that had already been fully paid for.Whether a guest can check in to the room type they paid for should not depend on their age, clothing, or whether the front desk subjectively believes they “look like someone who can afford a suite.”The second issue was that the hotel’s paid laundry service damaged clothing, yet the hotel refused to provide reasonable compensation.During the stay, my friend used the hotel’s paid laundry service. As a result, two newly purchased pieces of clothing were damaged, one of which had only been worn for the very first time.The hotel has already confirmed that the damage was caused by their laundry service. However, the way they handled the matter afterwards was extremely disappointing.The two pieces of clothing were worth approximately USD 110 in total. However, the hotel was only willing to waive part of the laundry fee, around USD 12, and was not even willing to waive the full laundry charge. We communicated with the hotel many times in person and by email, but the hotel continued to insist that they would only waive this small portion of the laundry fee and refused to provide any reasonable compensation for the damaged clothing.I truly do not understand why, when the hotel has already acknowledged that the damage was caused by its own laundry service, the final solution is only to waive part of the laundry fee rather than compensate for the damaged clothes.These were not expensive luxury items. Compared with the room charges, the amount involved is really insignificant. Even after I asked my Ambassador specialist to help communicate with the hotel multiple times, the hotel still only agreed to waive USD12 of the laundry fee and stated that they were unable to provide compensation.I have already filed a formal complaint with Marriott’s U.S. headquarters, and I hope this matter can be handled properly and fairly. KK Marriott, at Kota Kinabalu Marriott Hotel, responded to this review Dear ZijiaThank you for taking the time to share such a detailed account of your recent experience. We sincerely regret that your stay did not meet expectations and that your visit was overshadowed by the concerns you have raised. First and foremost, please accept our apologies for the experience at check-in. We take matters of guest treatment very seriously, and what you described does not reflect the service standards we strive to uphold. All guests should be treated with fairness, respect, and professionalism regardless of appearance or circumstance. We are equally sorry to learn about the inconvenience caused by the delay in accessing the reserved room. We understand how frustrating this must have been, especially after a long journey, and we regret the lack of clarity during the process. Regarding the laundry service, we sincerely apologize for the damage to your clothing. While we acknowledge that the matter was addressed at the time, we regret that the resolution did not meet your expectations. This is certainly not the level of service we aim to provide, and your feedback has been escalated to ensure better handling of such situations moving forward. Your comments are extremely valuable to us, as they highlight areas where we must improve. We would appreciate the opportunity to restore your confidence in us. Should you be open to it, kindly reach out to us directly so we may follow up personally and work towards a more satisfactory resolution. Once again, we sincerely apologize for the shortcomings you experienced and thank you for bringing this to our attention. Warm Regards,Kota Kinabalu Marriott Team

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• User:JBK1007

  Trip type: Family

  The BEST hotel in KK! The views, the staff, and the service can’t be beat!

  10 Jun 2026

  We’ve stayed at the KK Marriott many times, and it never disappoints! This is the best hotel in KK, with the best view of the sea, islands, and local fishing boats. The infinity pool overlooking the water is one of the best photo spots in the city.The staff here is also incredible. Every person, from the lobby, to the restaurants, to the cleaning… they’re extremely friendly and attentive. Nigel and Milanny make every visit to the M Club so relaxing.We will certainly be back again!

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• User:Escape26522231754

  Trip type: Family

  Fedback

  10 Jun 2026

  The room is very nice,we requested for early check in and the receptionist name caswal help us for the room arrangement since we have 6months baby traveling with us . He very thoughtful.

• User:Idama73

  Trip type: Business

  Breach of safety, security and privacy due to unauthorized entry of hotel staff into my room

  06 Jun 2026

  I was one of the unfortunate guests who experienced a breach in safety, security and privacy due to unauthorized entry by a hotel staff at Marriot Hotel, Kota Kinabalu. The incident happened on 7th June 2026, at approximately at 11.30 am.When I demanded an explanation, I was informed that the instruction came from Front Office to take photos of my laundry receipts, which I find unacceptable.This incident gave me an impression that Marriot Hotel Kota Kinabalu does not take safety, security and privacy of the hotel guests seriouslyAnyone especially hotel staffs could enter guests hotel rooms as they pleased, even without valid reasons.I made a written formal complaint to the Hotel Management, but I did not get any immediate response, which demonstrated their laxed attitude. A police report will be filed over the incident if no actions from the hotel. Legal actions against the hotel is also being considered. Kota Kinabalu Marriott Hotel, Guest Services / Front Office at Kota Kinabalu Marriott Hotel, responded to this review Dear Idama73, Thank you for your feedback regarding your stay on 7 June 2026. We sincerely regret the distress caused by the incident you experienced and fully understand the seriousness of your concerns regarding safety, security, and privacy. Please be assured that this matter has been treated with the utmost priority. Our hotel management team has been in direct contact with you to address the situation, conduct a thorough investigation, and provide clarification on the circumstances involved. We appreciate your time in engaging with us during this process. At Kota Kinabalu Marriott Hotel, the safety and privacy of our guests remain our highest priority, and we are committed to ensuring that our procedures and team practices uphold these standards at all times. Appropriate measures have been reviewed and reinforced internally to prevent any recurrence. We truly value your feedback, as it allows us to improve and maintain the level of service our guests expect and deserve. Thank you once again for bringing this matter to our attention. Warm Regards, Kota Kinabalu Marriott Hotel Team

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• User:Amnesiao

  Trip type: Family

  Not great for a Marriott

  23 Apr 2026

  Plus side is staff are nice and friendly and room is comfortable. Downsides - pool has very few lounge chairs and there was trash on the floor; generally unclean. The food at the buffet on the roof was average and it smelled like sewage sitting outside. Hubby wanted room service and had to ask several staff before he got the QR code to order. Generally did not meet Marriott standards. KK Marriott, at Kota Kinabalu Marriott Hotel, responded to this review Dear Amnesiao, Thank you for taking the time to share your feedback. We’re pleased to know that you found our staff friendly and your room comfortable, as warm service and guest comfort are very important to us.We sincerely apologize for the shortcomings you experienced. Cleanliness and maintenance around the pool area fell below our standards and we regret the issues you encountered. Your comments regarding the rooftop buffet, including food quality and the unpleasant odor are concerning and have been shared with our relevant teams for review.We also apologize for the inconvenience your husband faced when attempting to order room service as this process should be simple and seamless.We regret that your stay did not meet your expectations. Your feedback is greatly appreciated and we hope to have the opportunity to welcome you back for a much-improved experience.

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