Nestled in the tranquil Tuaran District of Sabah, Malaysia, Shangri-La Rasa Ria, Kota Kinabalu, is more than just a luxurious resort. It represents a prime example of how sustainability, community, and culture can harmoniously co-exist in the hospitality industry. Located just 34 kilometres north of Kota Kinabalu and nestled within 400 acres of lush biodiversity, the resort has become a leader in sustainable tourism by embedding care for nature and people into every facet of its operation.
At the heart of Rasa Ria’s sustainability journey is a deep respect for its surroundings. According to Fiona Hagan, the resort’s General Manager, sustainability has never been a marketing tool, but rather a way of life. “It’s deeply rooted in our connection to nature and community,” she explains. “Pursuing ISO 20121, the international standard for sustainable event management, was a natural extension of this ethos.”
A COMMITMENT BEYOND LUXURY
Fiona Hagan, General Manager Shangri-La Rasa Ria.
In 2024, the resort became the first hotel in Malaysia, and the first within the Shangri-La Group, to earn ISO 20121 certification. The move reflects a long-term vision to redefine what responsible tourism means. The certification helped the resort formalise its sustainable practices, especially in business events, without compromising on its hallmark luxury experience.
That said, achieving ISO 20121 came with its fair share of hurdles. Hagan recalls the challenge of aligning resort-wide operations to the stringent sustainability standards, while maintaining Shangri-La’s reputation for exceptional service. “It demanded a cross-functional mindset. Every team member had a role in driving change,” she says. Through strong internal communication and collaboration, the resort overcame these obstacles. Detailed monitoring systems were introduced and supplier engagement became a cornerstone. Everyone from food vendors to audiovisual partners shared values and sustainability goals.
“We believe the guest experience and conservation are not opposing goals, but complementary ones.” – FIONA HAGAN
The shift brought about by ISO 20121 was more than operational. “The framework reshaped how we plan and deliver events and experiences,” Hagan notes. Sourcing locally handcrafted décor, showcasing indigenous performances, and hosting artisan-led workshops now enrich the guest experience while uplifting the local economy.
Rainwater harvesting.
The resort’s environmental achievements in 2024 were notable. A 63.21% waste diversion rate was accomplished through innovations like rainwater harvesting, laundry water recycling, energy-saving systems, and a creative Glass Bottle Recycling Programme, which converts used bottles into glass sand for landscaping. These behind-the-scenes efforts highlight the resort’s dedication to reducing its environmental footprint.
BIODIVERSITY AND COMMUNITY
The resort is located in the Tuaran District of Sabah.
Shangri-La Rasa Ria is also an active steward of local wildlife, with the Rasa Ria Reserve playing a central role. Conservation efforts include habitat protection, biodiversity monitoring, and awareness campaigns, particularly focused on pangolins, one of Sabah’s most elusive species.
Nature, however, is not the only beneficiary. Cultural sustainability is equally important. Initiatives like the Sarimpak Robe Project with Changgih Designs and batik workshops empower local women, preserve Sabahan heritage, and offer guests tangible connections to the region’s traditions. “These meaningful creations become beautiful keepsakes and stories our guests can take home,” Hagan says.
The resort’s Discovery Centre.
In 2024 alone, the resort invested over RM243,000 in ESG-related activities, most of which supported its “Embrace” community programme. This included educational outreach for over 60 schoolchildren and workshops centred on food safety and environmental education. Shangri-La Rasa Ria is also an inclusive employer, with local individuals such as Samri Butak, a long-serving carpenter and Paralympian, helping to demonstrate that diversity and purpose can be pillars of hospitality excellence.
Collaboration with organisations like PACOS Trust has further enriched the resort’s sustainability journey. “Our work with PACOS has transformed sustainability into a shared journey,” Hagan reflects. From artisan markets to culturally immersive events, these initiatives channel revenue directly into indigenous communities while preserving their heritage.
SUSTAINING THE FUTURE
400 acres of rich biodiversity surrounds the resort.
Managing 460 acres of land, which encompasses a forest reserve and a golf course, demands strategic environmental planning. Yet, for Hagan, it’s all about balance. “We believe the guest experience and conservation are not opposing goals, but complementary ones,” she says.
The resort’s new EcoRia programme helps guests identify nature-positive experiences like beach clean-ups, conservation walks, and local craft workshops. “It’s about enriching the experience through education and connection,” she adds. Behind the scenes, efforts continue to reduce the resort’s carbon footprint through both Scope 1 and Scope 2 initiatives. This includes transitioning to 100% LED lighting by 2027 (currently at 70%), integrating solar-powered street lighting, and upgrading energy systems for greater efficiency.
Glass bottle recycling centre.
The resort has also established itself as a registered training institute under Malaysia’s SLDN programme. With the first 50 graduates expected by the end of 2025, all of whom are trained in areas like food production and outdoor recreation, Rasa Ria is building the next generation of sustainability-minded hospitality professionals.
In an era increasingly focused on purpose-led experiences, when travellers are seeking meaningful stays, Shangri-La Rasa Ria stands out by showing that luxury and responsibility are not mutually exclusive. “To truly advance sustainability, the hospitality industry must move from intention to integration,” says Hagan. “It should be a strategic pillar and not a side initiative.”
