We really appreciate you taking the time to review us. Thank you very much.
You are correct - with the best intentions and planning hiccups can happen and this is when a company is really tested. We take our responsibility as your tour operator very serioulsy and will step up and go above and beyond the call of duty to ensure our clients have a safe and wonderful experience with us and leave feeling happy that they choose us to provide their holiday services. You and your friends were extremely understanding of the situation and that also helped us resolve things quickly.
We are very pleased that you found our team to be friendly - we are all very passionate about what we do and love to share our experiences.
We look forward to welcoming you again to Sabah :)
Joanne & the Team
Hi Ejhair, we are surprised by your review - as this was your second booking with us. For the first day you gave us excellent feedback on our questionnaire and there was certainly no mention of the dives being “some of the worst”. Surely if you thought that the diving and our service was that bad then you wouldn’t have booked a second time with us?
To address your comments over “bad weather”. Kota Kinabalu is located in a tropical rainforest & ocean environment, 90% of the time we wake up to clear perfect blue skies. We often see torrential rain for a short period later in the day. Bad weather on the day of your diving meant no blue skies and it was over-cast with light rain. Most of the time when we experience this in the early morning, soon as the sun has had chance to warm up the land we see the blue skies come back, we have been conducting outdoor activities here in Sabah for 15 years and we know the pattern well. We would never hesitate about our safety measures and certainly would not put anyone at risk for money.
We adhere strictly to PADI standards and procedures and British HSE diving at work guidelines, our safety standards are so thorough that we are in fact British Ministry Of Defence approved as a commercial diving operator for the British forces. One of only two centres world-wide outside of the UK. The other 9 are located in the UK.
As you know from your first day diving with us, we limit the number of people that we take out every day to ensure maximum enjoyment and less divers. This means we turn a lot of people away to reserve pre-booked spots. When you cancel on pick up its impossible for us to re-sell your spot.
We also pride ourselves as an honest tour operator, you agreed to our booking policy as well as our terms and conditions for last minute cancellations these were presented to you at the time of booking. You cancelled your booking when our driver was there to pick you up for the day trip which was a 45 minute drive away from Kota Kinabalu.
We would have been happy to reschedule your diving if you would have contacted us earlier. Instead of talking to us, you jumped online and wrote this review.
I hope this answers your comments and clears up your misunderstanding, wishing you safe travels ahead!
与Zul（讲师）和Downbelow团队一起度过了美好的一天！ 这是一天可以潜水三次的项目，在Gaya和Manukan群岛间休息时间很短; 提供优质的当地午餐，设备质量好，安全可靠。我看到了很多海洋生物，非常喜欢与绿海龟一起游泳（严肃脸）。Sapi上挤满了游客，我们整天下来都没有经历过，并找到了一个潜水地，可以完全自己操作。非常愉快和专业潜水的一天。谢谢Zul。
Hi John, it was great having you as well! Zul is indeed an excellent guide and our whole team know all the best dive site in Tunku Abdul Rahman Marine Park, Zul will be very pleased to know such good thoughts from you. We are also passionate about the environment and marine conservation, we’re happy that you recognised the importance of swimming at a respectful distance from the turtles! Glad that you had an amazing time diving with us, hope to welcome you again in the future!
Hi 633joshua, congratulations on your Advanced Open Water certification! It is always fun to have Jack around, he sure can infect people with his happy personality while still being professional in sharing his knowledge and passion. Thank you for your lovely review, hope to welcome you for more dives at our dive centers.
Hi Leighites, thank you for trusting us with your Wildlife Adventure Program! We are glad to be able to provide you with amazing experience while exploring the vast rainforest and wetlands of Sabah. We do pride ourself for making all of our tours tailor made to suit your interest, Jane is an example of our dedicated tour consultant and creating your perfect holiday is her priority. We hope to welcome you to the Land Below The Wind again in the future!
Dear Philippe M,
I have checked with our travel centre and operations departments and i can’t find any record of you in our system as a client nor during any booking or quotation process. I have also sent you a message through TripAdvisor and you have not yet responded so i figure the best way forward is to respond here.
If you have received a quotation from us you would have also seen that we offer a Price Promise for all tours. We are so confident that our prices are competitive we offer to match any quotation for the same product and inclusions offered by another operator.
With all due respect, since you have not experienced any of our tours i don’t see that you are in a position to know whether ours are the same as others or not.
Our tours are handpicked and handcrafted, we know the importance of small details and excellent guides. They are designed for fulfilment and for the client to take away an experience of a lifetime. In addition we don't just re-sell tours. We design, own and manage our own accommodation, transport, dive centres, day trips, mountain climbs .. and the list goes on.
We are travellers so we can put ourselves in our clients shoes, we are also professional guides and trainers so we know the importance of sharing knowledge with our team and with our clients.
Booking with us is effortless, at no extra cost our clients enjoy a personal travel consultant that will ensure you are getting the best value for your time and money and our support team are here on call when our clients are in-country. If this was not the case and we were greedy and overpriced, aiming at people that don’t know any better we would not be looking at celebrating our 20th year of operation this year, we would not have stayed number one on TripAdvisor for 10 years, we would also not have such a high percentage of repeat clients.
The wealth of information available to people online means that travellers are very educated so any business that is overpriced or targets uneducated clients would simply not survive. The downside of online technology is that it provides a platform for people to attack others anonymously, sometimes for reasons beyond understanding.
I am quite certain that if you had genuinely experienced our company service or any of our tours you would know that we pride ourself on quality and customer service. We are very genuine people with a passion for travel. Thank you for giving me the opportunity to re-enforce this.
Hi Kaneu57, thank you for the review and we are pleased to read that you had a great time with Zul as your guide. We will sure to pass on the compliment. It’s been a great day out with you in the island and we look forward to welcome you again in the near future.
Sea Kayaking is indeed included in the program you booked. Maybe you were having such a great time snorkelling that Zul thought you wanted to stick with that. I will check with him.
Maybe you would like to try diving next time?
Natt & The Team