Almost completed my 6N5D trip with my family of 4 with 2 teenagers. We had a great hospitality from the diving coaches but feel a great pity that the resort mgmt has wasted a great jewel and have not lived up to its luxurious potentials (maybe due to COVID and the resort had to furlough majority of the staff for over 5 months within the last 2 years and it has yet to recover). First, I was impressed with the photos seen on social media and decided to book this (supposed to be the BEST and most expensive resort near Sipadan) First, the jetty transfer in Semporna was smooth but there were plastic trash all over. If the company wants to portray a good image for international tourists, probably should first clean them up? Once arrived at Kapalai, the welcoming process was subpar. There was no receptionist welcoming us, and we were a bit lost. Since it is lunch time, we just straight dive into buffet lunch. Then, a staff clumsily come to offer a glass of diluted sugary orange juice and we were left there. After almost 1.5 hours, we were reached out by diving coaches about our program (the adults were taking advanced PADI open water, and the kids were taking junior PADI open water) Once we checked into the room, overall “hardware” appears nice, but after staying for 6 days some basic problems surface 1) No intercom/phone in the room - since we are at the far corner of the resort and it takes 10mins to walk to lobby, we sometimes need to call buggies. But we were only given a local phone number to call, and the mobile/cell reception is bad here 2) No proper shampoo and conditioner - for my ladies who have long hair, assuming this luxurious should have this basic provided but they don’t 3) Broken chair in the balcony and water dripping out from air condition unit In term of food at the restaurant, it was ok-ish but there are so many opportunities to let the tourists spent more. No wine, no ice cream and no a la cart ordering. The local store has limited daily necessities and it is essential to well prepared before coming. Lastly, for this type of resort, you will see the general manager walking around to ensure all are good in place. I have not seen it over 6 days and the receptionists all seems junior and lack of international experience/exposure to hosting well travel international guests. In term of diving experience, I can feel that the diving coaches and staff have done everything they can to put on a smiley face. My teenager girls have a GREAT experience on their junior open water (OW) experience (with Linda Ho, thank you!) but less so on the advanced open water. (AOW). I feel a bit rush on the AOW but don’t feel the knowledge has sunk in and that is a real pity. Something to be improved. Many of us really want to learn, rather than just get the AOW license in order to dive in Sipadan (need at least AOW to dive there). Have been diving around the world, I would say the diving experience is world class. Water is generally clear and Sipadan is truly
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