micahel482
Google
This was our least favorite experience during our two weeks in Malaysia. We visited the jungle and reef first and were impressed with the staff’s friendliness and communication. This place stood out for lacking both. Many of the women at the front desk and in the restaurant were pleasant and helpful, but the overall introduction process provided very little information. At other places, you could purchase food from locals and have them cook it for dinner (e.g., lobsters or prawns). It was unclear if that was possible here—and asking felt intimidating. Any time we did try to ask questions, we were met with one-word answers and no real willingness to help. It may have been due to the language barrier (we don't speak Malay or Chinese), but we felt entirely out of place.||Now, what you came here for... the diving. IT IS NOT SAFE. The instructors do not communicate. You arrive at the dive center—no greeting, no explanation. My poor friend who was snorkeling was completely ignored. He had to push just to get equipment and was repeatedly told to “sit.” Then, when he entered the water, he realized everyone else had been given life jackets—he was never offered one. Safety is clearly not a priority. I was diving and was given a faulty regulator. I convinced them to swap it midday, only to find that the next day, they had reattached the same faulty one, assuming I wouldn't notice. They also gave me a half-empty oxygen tank—twice—at 6 a.m. You have to be alert and experienced, or this place could be dangerous. No dive timers. My first wetsuit had a hole. If you're used to Western levels of safety oversight, know that the instructors here do not have your back—and will even argue with you to use equipment you've already flagged as defective. It was hard to enjoy the diving knowing no one was looking out for us. I didn’t even complete my last dive. They also provide no towels after your dives, so you just sit freezing on the boat. There is zero concern for the customer experience.||Accommodations: The bar is sparse and usually unstaffed—likely because few people drink here, which I understand. However, about two-thirds of the rooms are in disrepair, visible as you look beyond the few that are still operational. Abandoned facilities dot the area. The rooms that do function need bathroom updates, and the power outlets are only partially working. That said, the rooms were decent—just not what I’d ever consider “fancy.” We had much nicer accommodations deep in the jungle for a quarter of the price.||Getting there: We stayed in Semporna the night before and had a lovely time at the Seafest Regency. It’s within walking distance to the boat office that takes you to the village. However, getting information about the pickup time was frustrating. We kept receiving vague answers and had to push to get clear communication from the hotel. We assumed they would pick us up in a car, but someone simply walked us over—which was actually a short and pleasant walk. Note: there’s no sunscreen available here, so try to pick some up at Watsons in Semporna beforehand if you can.||Actionable improvements:|- Provide a welcome sheet with the Wi-Fi password.|- Include guidance on standard prices for coconuts or dinner from local vendor boats.|- Share information about free snorkeling around the property.|- Clarify boat rental fees and snorkeling costs for those who want to join the dive boats.||Guest experience depends on helping people understand what’s available. Here, you're left completely in the dark.||This place has so much potential. We found it relaxing (when not diving), but it was simply the joy of doing nothing and soaking in the pretty views.
