I stayed at the Nexus resort service apartment for two nights with a couple of friends recently. We all unanimously agree that the service at Nexus resort is the worst that we have encountered.
(i) Although we booked an apartment for four persons, upon check in, only one key card was issued. When we asked the potter to give us an extra key card, we were told that they "ran out of key cards". However, when a few hours later we personally went to the reception to inquire if it was indeed the case that they had "ran out of key cards", the lady at the reception took out a stack of key cards from the cupboard and issued one to us. Either the potter did not understand English or he was just plain lazy.
(ii) Our second gripe was the resort's failure to provide us with any bath towels despite our repeated requests. Upon check in, we requested for towels as we noticed that our bathrooms did not come with any towels. The staff informed us that there was a "linen problem" but assured us that our towels would arrive in the evening. However, when we returned to the room that night, the towels did not arrive as promised. We had to call again before the towels arrived. On the second day, we encountered the same problems. The chambermaid when cleaning the rooms failed to replenish the towels. When we called in the mid-afternoon to ask for towels, we were again informed that they had a "linen problem" but that the towels would arrive within two hours. As you would guess, this promise was not fulfilled. I reminded the reception several times that afternoon/evening. In the end, I had no choice but to call the main reception of the main resort and asked to be put direct to housekeeping. When I asked the housekeeping manager if there was indeed a "linen problem", the person did not respond with a "yes". Within half an hour, my towels were delivered. Clearly, there was no such linen problem. The problem lay with the service staff.
(iii) The third issue we had was the irregular shuttle services that takes us between the service apartment, the main resort (where all the restaurants and facilities are) and the sports lagoon. As they are all between 5 to 7 minutes apart, it was not possible to go via foot. We therefore had to rely heavily on the internal shuttle service provided by Nexus. As they were short handled, we had to wait long periods of time for the shuttle service to take us from point to point. Our issue is not just with the length of time it takes for the shuttle service to come, but the fact that the hotel staff could not give definite answers (i.e. whether is 5 minutes or 30 minutes) as to approximately how long it would take. The timing of the shuttle bus was erratic and it was therefore hard to plan our schedules.
(iv) Upon check in, we were told that we had to pay for our entire stay in full up front (plus more to cover any charges that may be incurred). We were told that if we spent less than what we had paid, this amount would be refunded to us. We had difficulties trying to reason/clarify with the reception at the service apartment as they had problems communicating in English. We were finally told that we did not need to pay the amount up front but that they required a credit card. This was furnished. The lady however came back with a receipt which indicated that she had swiped the card for an amount which was more than a night's stay but less than our two night's stay. Not only did it appear to be an arbitrary figure, what shocked us was that they did so without informing us! They assured us that this amount was not in fact deducted but was sort of like kept in escrow. We didn't understand that. In the end, after much to-and-fro, this transaction was voided. This was however not the end of the billing saga.
(v) On our last day at the resort, upon checking out, the reception at the service apartment informed us that according to their system, nothing was outstanding from us, i.e. that we had fully paid for our stay on the first day. This surprised us as we had the impression that we had not paid for our stay at all. In the event, we took the shuttle bus to the main resort in order to clarify with the reception there. The system at the reception reflected otherwise - i.e. that we had not paid for our bills. We were glad that we made a conscious effort not to charge any tours/food to our room but chose to pay in cash instead as their billing system appears not to be entirely accurate.
We were all very disappointed with the service at the Nexus resort. We had seen a brochure where they marketed themselves as a five star resort and was therefore looking forward to the stay.
On the bright side, I would say that the service apartment is charming and nicely furnished. The private beach is also pristine and not crowded. The food at the restaurants (including the free breakfast) is also good. A downside though is that the resort is about 45 to 60 minutes from the city centre. As such, if you are looking to explore the Sabah city centre, this is certainly not the resort for you.
- Official Description (provided by the hotel):
- Nexus Resort Karambunai is set within 3,335 acres of unique & unspoiled beauty. ... more less
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- Also Known As:
- Nexus Resort & Spa Karambunai Hotel Kota Kinabalu
- Nexus Resort And Spa Karambunai
- Nexus Hotel Kota Kinabalu
- Nexus Hotel Karambunai
- Nexus Resort Sabah
- Nexus Resort Karambunai
- Nexus Sabah Hotel
- Nexus Karambunai Hotel