Citadines Waterfront Kota Kinabalu

Location and cleanliness is a plus point for this stay! It close to all the interested spot in town!

Disappointing Service – Room Type Changed Without Notice & Flooding Incident I had booked a sea-view room from 21st to 26th December, paying extra as I wanted to enjoy the sunset views during my stay. However, I was extremely disappointed with the service I received. Due to a change of plans, I informed the front desk on 21st December, when I checked out, that I would be staying in Labuan for the night and checking in the following day instead. Despite this, when I arrived on 22nd December to check in, I was shocked to discover that my reserved sea-view room had been given away to another guest! To make matters worse, I was assigned a city-view room without being informed of the change. I only found out after I went up to the room with my luggage, expecting the sea-view I had paid for. I then had to go all the way back down to the reception with my luggage to address the issue. When I raised my concerns, I was told that I was marked as a “no-show” on the 21st—even though I had clearly informed the staff in advance of my late check-in. To add to the frustration, on the second day of my stay, the washing machine in my room caused flooding, leaving the floor soaked. Thankfully, a staff member named Rafiy quickly assisted me and provided excellent service to resolve the issue. I truly appreciate her professionalism and quick response, but the inconvenience of dealing with this after an already poor check-in experience was frustrating. This level of service is completely unacceptable. Not only did I not get the room I paid for, but there was also no communication from the hotel regarding the change. This ruined my plans to enjoy the sunset views I had looked forward to so much. While I commend Rafiy for her helpfulness during the flooding issue, I hope the hotel improves its communication, reservation management, and maintenance to ensure other guests do not face the same disappointment.

I had a wonderful stay in this hotel. They even upgraded my room to Premier King One Bedroom type with beautiful seaview. Front desk staff is friendly and helpful. The bed is very comfy and they do housekeeping daily to keep the area clean. Will definitely recommend others to stay here.