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Nexus Resort & Spa Karambunai
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Reviews (1,498)
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Reviewed 30 December 2011

Wanted a quiet place to relax and had booked the Ocean View facingRoom. But it turned out more stressful because of hotel poor customer service.
Over my short stay in 2 days, I faced the technical problems in the room.
1.Kettle not working,
2.Safe box not working
3.Telephone not working ( outgoing call ok but can't receive incoming call and subsequently line went dead)
4. The worst of all- room door cannot be locked on the second day. Spend more than 2 hrs waiting for hotel to respond and one person 's time was wasted instead of enjoying ourselves as a family at the pool or beach.
Note- hotel kettle and Safebox were malfunction and I was taught by hotel duty manager on how to press and hold the 'On' Button for kettle , and 'press' the safe box door tightly. Staff was rude to defend that nothing wrong and Fault bounced back to me for not able to operate it.
Report once again all unpleasant cases to duty manager in charge . Was asked to go to the main office to make an official report to the main Hotel Manager in charge. What a lousy service. I was there to relax as a guest and was told to go office to make an official report- What kind of hotel management is this?? All the above reported are facts and Hotel Manager was employed to sit in the office???? Have been to so many resort and Nexus hotel Manager sits in office like a Statute and guest must go personally to report! What 'superb service' guest is this?
I will never recommend this resort to anyone.
It is common to have technical problems in rooms even new hotels, it all boils down to hotel staff on how they respond and follow up on complaints. In this case here, Nexus respond is slow and has very bad customer service.
So potential guest there if you are assigned to this type of problematic room. Good luck to you. A good hotel with good staff will help but not this one!

  • Stayed: December 2011
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12  Thank Lixuan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 30 December 2011

Spa Villas
1. Room check-in delayed for 3 hrs. There are people who came on the dot at 2pm and was not granted a room after waiting for 3hrs.
2. Simple requests made 2 mths in advance not fulfilled at all. (eg. To have 2 units booked in advance side-by-side and extra beds for 2 kids)
3. Very late room service - starts at 9pm, ends at 10.00pm.
4. No TV manual. Highlighted to reception and was ignored twice. You have to search for the channels yourself. Surprisely, there's only 8 channels available. (1 Cantonese channel, 1 Korean channel, 2 Movie channels, 2 education channels-nat geo & discovery and 2 kids channels)
5. Chokage of drainage for bathrooms. The floor of the bathrooms is flooded with water after shower of 2 pax. It was only repaired on the last day of the 3-days stay.
6. Irregular shuttle bus schedule. You have to 'highlight' to the staffs passing by to remind their driver colleague that there's people waiting for the shuttle bus service.
7. Different advice from hotel staffs over same question.(eg. Availability of breakfast at pool villas/ spa villas area, time of breakfast available etc)
8. No power to electronic safe. It's there but you just can't use it.
9. No Internet access, contrary of what it claimed to have in the "fact sheet"
10. 4 adults staying in 1 unit but only offered 2 pairs of slipper.
11. A hotel that does not have an hotel information directory on room service dining menu, instruction manual on it's facilities eg. Tv, phone etc). They gave the phone number of the reception, room service but you just can't get through via the phone. Just imagine you have encountered an emergency and need help on immediate basis.
11. Only good thing about this place is the unobstructed sea view and the clean beach in front of the resort...

  • Stayed: December 2011
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11  Thank Gohocks
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 29 December 2011

To our surprise, we were upgraded to a suite because the king bed, ocean front room we paid for was not avail. The bellhop showed us our room and told us that the mini bar is complimentary. We double checked and were told yes it's complimentary and just let housekeeping know when we want it topped up. During our stay our tips reflected how grateful we were for the upgrade and the wonderful service we received.

Syed at the Penyu showed us the utmost hospitality and service above and beyond any fine dining we experienced in our travels and at home!

Amin at the sports and recreation center is one of those people you feel fortunate to have met. He is so knowledgeable about the landscape and taught us a lot about the orangutans from his experience working at the orangutan rehab center behind the Shangri-la. We recommend going on a nature walk with Amin offered at the hotel. We can't say enough about him!

We had a wonderful stay. Like others we recommend hiring a driver to the tourist attractions so you can take your time to enjoy them. Go to the Gayang seafood restaurant not too far from the hotel for a fabulous and reasonable dinner!

The cons: although the staff were warm and friendly, they often only greet the men. The upset after a wonderful stay was the check out. It turns out the mini bar was not complimentary. The manager was condescending and exclaimed that there is no such thing as a complimentary mini bar. We know for a fact that is not true. We asked why we weren't provided with a price list of the mini bar items. She asked us for the name of the bellhop who told us. Really? We're on vacation and didn't think we need to take notes. We couldnt help but feel like this was a scam. Who has the time to argue this out when there is a shuttle waiting and a plane to catch? Luckily we didn't over indulge and we paid the bill after proofing that there were extra charges tacked on.

We were sure we would come back but the experience during check out made us loose trust in their establishment. We will be looking for another resort for our return to Borneo.

Room Tip: If you're a non smoker, make sure you're on the non smoking floor.
  • Stayed: October 2011, travelled as a couple
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9  Thank Jackie B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 28 December 2011

The Pool Villa section is new, but it is 2 KM away from the main hotel. The shuttle operates every 30 Minutes---it is only a 5 minute ride! Most of the amenities can only be found at the main hotel---the gym, dining room, wifi at the lobby etc. So you end up spending most of the time waiting and waiting for shuttling service. If i had known about this, I would not have booked to stay at Nexus Resort.

In other resorts, you want a shuttle, they call one for you and in a few minutes, a car or cart would appear! Not at Nexus Resort where the shuttles are small (12 seaters) and operate in 30 minute intervals.

We were so frustrated with the shuttle, the slow poor service generally, the lack of wifi connections, limited access to internet that we spent one night out of a prepaid 4 nights package and moved to another resort in order not to have that experience ruin the rest of our family vacation. That is how bad it was for us!

If you stay at the Pool Villa, be extremely patient as your limits will be tested.

  • Stayed: December 2011
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8  Thank Jayteekay
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 22 December 2011

We stayed in this resort for 2 weeks and absolutely loved it. We had a bungalow with the view of the sea. The room was great, clean and comfortable. The restaurants were also good serving a range of foods. I loved the Nexus salad in one of the restaurants. The spa was lovely as well and it ws a great place to unwind and relax. It is located in the Borneo and has a unique climate: not too hot and with breeze at most of the times. We travelled to Sipadan and Kapalai from Nexus and the hotel accommodated our early departure and arrival a few days later. it also has an excellent gold course and wild rain forest walks. e loved our stay there and would definetely return.

  • Stayed: March 2011, travelled as a couple
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1  Thank koshie09
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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