Some luxury hotels are worth the 5-star price tag. Shangri-La Rasa Sayang, Penang, is not one of those places.
Based on excellent experiences at other Shangri-La properties, I was eager to try out the chain’s beachside property in Batu Ferringhi. So, on my second solo Malaysia trip, I split my stay between the exceptional East Indies Mansion in George Town and this resort hotel.
It wasn’t long before my excitement turned into disappointment.
That said, it wasn’t an epic fail, and I could find much to like. I spill the beans in my Shangri-La Rasa Sayang review.
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Introducing Shangri-La Rasa Sayang, Penang
Conceived as Malaysia’s first five-star hotel and resort, Shangri-La Rasa Sayang was built in 1973 and was last renovated in 2006. It has 304 guestrooms set within lush tropical gardens.
Shangri-La Rasa Sayang is located in Batu Ferringhi on Penang Island. The cultural attractions of UNESCO-listed Georgetown are 10 miles away, or around 30 to 40 minutes by taxi.
You can check the location here. If you are not hiring a car, the easiest way to get there is by Grab taxi, which cost me 30 MYR from George Town.
My Experience: Shangri-La Rasa Sayang Review
What I liked about the hotel
#1: The grounds
Shangri-La Rasa Sayang’s 30 acres of tropical gardens are the jewel in its crown. Recognised by numerous awards, the resort’s grounds showcase tropical flora, from vibrant hibiscus – Malaysia’s national flower- to the stately trees that provide welcome shade.
#2: My room
I booked a Deluxe Sea View Room in the Garden Wing (more about that later). From my shaded balcony, there was a view across the tree canopy and main pool to the Straits of Malacca. The low hum of motorboats provided the base notes to the soundtrack of excited squeals of children in the pool.
The room’s furniture was typical Penang-style, featuring carved bas-relief wooden panels with geometric motifs. These fittings were set within a calming lemon, green and grey palette.
A Samsung smart TV and a long, narrow desk faced the comfortable bed. A pillow menu was available.
A kettle, good-quality tea and sachets of cheap, instant coffee were provided. Complementary water was included but, surprisingly, there was no Nespresso machine. Hasan, my lovely housekeeper, kept me well supplied with tea (I skipped the Nescafé).
There was an in-room safe, an ironing board and an iron. There was also a comfy robe, slippers and flip-flops.
There was ample room to store my belongings, and power points were also plentiful. The Wi-Fi was adequate, the air-conditioning was powerful, and there was also a ceiling fan, a nice aesthetic touch.
The bathroom looked tired in places, but had a powerful shower and a tiny bathtub. Own-brand toiletries were provided in eco-friendly refillable containers.
#3: Turndown service
Each evening, Hasan put my room to rights. Towels were refreshed, lights dimmed, curtains drawn, and the hotel chain’s trademark bookmark left on my bed.
#4: Awesome breakfast buffet
The Spice Market Café, on the ground floor of the Garden Wing, served breakfast, lunch and dinner. It offered a vast range of food for breakfast, with local favourites and Western goodies.
The stalls at the entrance to the restaurant, serving traditional staples like Kaya toast, were a nice touch.
What I was less keen on
#1: Patchy customer service
The service at the Shangri-La Rasa Sayang did not match its price tag. If I were being kind, I would describe it as inconsistent.
Staff members were smiley, friendly and helpful. However, they were let down by poor management and poor communication.
I rarely feel the need to complain, but I did so twice during this day.
On the first occasion, I arrived back in my room at 3 pm after visiting the Penang Botanical Gardens to find it hadn’t been cleaned. The housekeepers were nowhere in sight. I called the Service Centre to no avail and ended up having to go to reception thirty minutes later.
The following day, I tried to order lunch at the beachside Pinang Restaurants & Bar. Staff were rushed off their feet, and I was told to expect a one-hour wait for food. Again, I made my way to the reception and spoke to one of the managers.
On both occasions, the managers are responsive, although I did feel like I was being processed the first time. The second manager I spoke with – Derek – was excellent and took my concerns on board, comping me lunch at the Spice Market Café.
Poor communication was a problem at Shangri-La Rasa Sayang.
I only discovered online that there is a complimentary shuttle service twice daily to the hotel’s sister property in George Town. This was not mentioned at check-in, I could not see notices for it around the hotel, and it was not (bizarrely) in the service directory for rooms in the Garden Wing.
It was one of the hotel’s best-kept secrets.
#2: It felt a bit cheap in places
If I’m paying five-star prices, I expect five-star facilities.
Fancy being served ice water at the pool? Think again.
Want to pamper yourself with nice toiletries? You’ll have to make do with the Shangri-La branded goo.
And this hair dryer? Really?
#3: The beach was terrible
I had low expectations of the beach, but even they were higher than the reality. A not particularly clean public beach fronts the Shangri-La Rasa Sayang, and when I visited, only a small patch was available. Not that you want to use it anyway, thanks to the dual menaces of pollution and jellyfish.
The beach has suffered significant erosion caused by climate-induced sea storms. At the time of writing this review, work is still ongoing to preserve it, including the use of eco-bags on the shoreline.
#4: It was a case of “them and us”
Shangri-La Rasa Sayang is a hotel of two halves: the Garden Wing, where I stayed, and the Rasa Wing. The latter is the hotel’s premium product, offering a dedicated lounge with complimentary drinks and snacks, and an exclusive, adults-only pool.
My perception, rightly or wrongly, is that resource is ploughed into the Rasa Wing to make it as good as it can be, to the detriment of the Garden Wing.
I came away with a feeling that my experience would’ve been different if I’d forked out a considerable sum of money for one of the Rasa Wing rooms. But I’ll never know for sure.
What’s Near The Resort?
During my four nights at this hotel, I made a few short trips by Grab taxi to local attractions.
I loved the Tanjung Bungah Mosque, a 15-minute drive from the resort. This so-called floating mosque is a wonderful fusion of Arabic and Asian architecture, and a peaceful spot to relax and reflect.
It’s free to visit, although donations are welcome. Friendly attendants will lend you a cover-up to enter the mosque.
Penang Botanical Gardens are also well worth the 30-minute taxi ride. I spent around two hours there, exploring its myriad of trails and avoiding its monkeys.
Batu Ferringhi Floating Mosque
Penang Botanical Garden
Penang Hill is further out (around 40 minutes by taxi). You could make a full day of it by taking the funicular to The Habitat, Penang Hill in the morning, and visiting Kek Lok Si Temple in the afternoon.
The Habitat, Penang Hill
Kek Lok Si Temple
I eschewed the hotel’s restaurants for Batu Ferringhi’s popular night market (after a Penang food tour, hawker stalls held no fear for me!). There are also souvenir stalls.
If hawker stalls aren’t for you, there are local and international bars and restaurants near the hotel (I liked Tasty 88 Corner – location here).
Is the Shangri-La Rasa Sayang Worth It?
Think twice about booking a room at the Shangri-La Rasa Sayang if you’re looking for stellar service next to a glorious beach.
The public areas of the hotel are beautiful, particularly the grounds. Its rooms are comfortable and quiet, if a little tired in places, and the breakfast buffet is excellent. Inconsistent customer service levels were disappointing, and there was a whiff of cost-cutting, not in keeping with this luxury hotel’s price point.
>>> If you are considering staying at this resort, you can check availability and room rates at Shangri-La Rasa Sayang here.
About Bridget
Bridget Coleman has been a passionate traveller for more than 30 years. She has visited 70+ countries, most as a solo traveller.
Articles on this site reflect her first-hand experiences.
To get in touch, email her at hello@theflashpacker.net or follow her on social media.