Valoraciones de Sutera @ Mantanani Island Resort & Spa

Respuesta del alojamiento: Dear valued guest,Thank you for sharing your feedback.Our cancellation and change policies are outlined in the terms and conditions when you make the booking, and we follow these guidelines to ensure consistency and fairness for all guests. According to our policy, any changes to bookings, such as modifying dates or canceling, need to be done through the booking agent or platform that you used to make the reservation. This is because they manage the reservations and are the authorized party to process such requests. While we understand that you were hoping for a resolution directly at the front desk, we are unable to make exceptions to this procedure.We always advise guests to carefully read the terms and conditions before making a booking to ensure there are no misunderstandings or miscommunications in the future.Thomas PillaiResort ManagerSutera@Mantanani Island Resort & Spa

Respuesta del alojamiento: Dear valued guest,Thank you so much for your kind feedback! We’re absolutely delighted to hear that your stay at Sutera Mantanani was unforgettable. We couldn’t agree more—our location, with the soothing sound of the waves and the stunning, crystal-clear waters, truly creates a magical atmosphere.It’s wonderful to know that you found your room comfortable and enjoyed the warmth and friendliness of our team. We’re so glad we could provide you with a relaxing and memorable experience. Your recommendation means the world to us, and we’re excited to welcome you back for another peaceful retreat with incredible views!Kind regards,Thomas PillaiResort ManagerSutera@Mantanani Resort &Spa

Respuesta del alojamiento: Thank you for sharing your experience with us. We sincerely apologize for the inconvenience caused by the broken room key and your extended wait in uncomfortable conditions upon arrival. This is not reflective of our standards.We also regret that our team did not address your concerns about cleanliness promptly. Your feedback is crucial, and we will ensure that these issues are addressed with our staff to improve our service.We appreciate your comments and hope you will consider giving us another chance to provide you with a better experience on your next visit.

Respuesta del alojamiento: Thank you for your positive feedback! We appreciate your support and encouragement.

Respuesta del alojamiento: Thank you for taking the time to share your feedback with us. We are pleased to hear that you enjoyed our beach and found our services satisfactory. We apologize for any inconvenience caused by the occasional lack of water, and we will certainly look into addressing this issue to ensure a more consistent experience for all our guests.We appreciate your understanding and are glad that overall, you still found the view and sandy beach enjoyable. Your satisfaction is important to us, and we hope to welcome you back again in the future for an even better experience.

Respuesta del alojamiento: Thank you for sharing your concerns. Firstly, we wish to express our sincere apology for the inconvenience you faced due to the cancellation of your trip. While we prioritize safety, we completely understand how frustrating it must have been to be left without a room or proper assistance during such a situation. The excursion to Sutera At Mantanani Resort has been cancelled owing to severe winds, which are not recommended for any boat to operate. Information on this cancellation and room allocation had been shared with Trip.com. However, we apologise on any miscommunication between us and Trip.com, and we will be reviewing our procedures to ensure better communication in the future, especially when it comes to cancellations and guest support.We truly value your understanding regarding the weather situation, and we are committed to making sure this experience is not repeated in the future. We hope to welcome you back again for a more positive stay in the future.

Respuesta del alojamiento: Thank you for sharing your thoughts on your recent stay with us. We appreciate your feedback and understand that guest composition can impact the overall experience for some visitors.We are pleased to hear that you found our service to be nice and our staff friendly and proficient in English. It's also great to know that you enjoyed the presence of our cute dogs around the resort.Our resort welcomes guests from all over the world, and we strive to create a welcoming and enjoyable environment for everyone. We appreciate your understanding and will continue to work on providing the best possible experience for all our guests.Thank you once again for your feedback, and we hope to have the opportunity to welcome you back in the future.

Respuesta del alojamiento: Dear happy mee, Thank you for your wonderful review! We’re so glad you and your wife enjoyed the peacefulness of the island during the off-peak season—it’s a great time to relax and unwind. We’re also happy to hear that the shuttle bus transfer was convenient and that you had a great time snorkeling. It’s fantastic that you were able to experience the beautiful, less-damaged coral! We hope to welcome you back for another tranquil escape in the future!Regards,Thomas PillaiResort ManagerSutera@Mantanani Resort & Spa

Respuesta del alojamiento: Thank you for your kind words and positive feedback regarding our service. We are delighted to hear that you were satisfied with the level of kindness and service provided. It is always our goal to ensure that our customers have a pleasant experience. We look forward to welcome you back in the near future.

Respuesta del alojamiento: Thank you for your kind words. We are delighted to hear that you found the scenery beautiful and that you were very satisfied with your experience. Your feedback is greatly appreciated, and we hope to welcome you back again in the future.

Respuesta del alojamiento: Thank you for taking the time to share your feedback with us. We're glad to hear that you enjoyed the beauty of Mantanani. We apologize for the inconvenience of waiting for the boat and for other guests while snorkeling. We will definitely take note of your feedback and work on improving our processes.We're thrilled to know that you found the premium chalet seaview room to be the best and that the sunset add-on was worth it. We hope to welcome you back to Mantanani soon for another enjoyable stay.

Respuesta del alojamiento: Thank you for your review. Firstly, our sincere apologies on the boat transfer experience that did not meet your expectation. All your other feedback had channeled to our team for improvement. We hope that you will give us another opportunity to showcase our resort at its best on your next trip to Kota Kinabalu

Respuesta del alojamiento: Thank you for your comment! It's great to hear that you had a wonderful experience with us. The chalet with a sea view, breakfast, snorkeling, and kayaking sound like amazing inclusions in the package, and it's fantastic to hear that you enjoyed them. It's always nice to relax on a beautiful beach, and I'm glad that you were able to do so. Thank you for sharing your positive experience with us!

Respuesta del alojamiento: Thank you for your feedback. We are happy to hear you had a pleasant stay with us. We look forward to seeing you again in the future.