We are truly located in the jungle and the jungle is fill with many wildlife including lizards. These are house lizards and we need them in our eco system to help to reduce the mosquitoes. And there is no way we can wipe them out entirely from the room no matter what we do. They are genius in getting into the rooms.

Right now is our monsoon season and ants are starting to move upwards away from the flooded ground. I am really sorry that they have gone into that particular room. Because of the room, it is muddy not only at sepilok but the whole of sandakan.

We do not knock randomly to see which room is empty. If we do that, I am sure that one would have to wait a long time to get their keys.

Reason why we suggest to move to another room is because we do not want our guest to wait too long for the things to be fixed. Moving to a new room is the fastest way to do it. because it is already at night. The heater has no problem because we need to wait for a few minutes in order to get the hot water and we have encoutered countless time guests complaining about the heater but it work out just find when we got there and teach them how to use it.

Regarding helping guest with the luggage, we will try our best to do it whenever possible but do note that we do not have a bellboy service as we are not 5 star resort.

The bottle of vodka is filled with plain water. Anyone can try it if they wish to.

If one needs to travel early morning the next day to airport, i would recommend that they prebook the transfer and breafkast so that it can be ready on time. Doing it last minute is risky because we are in the jungle and taxi will not arrive immediately.

When someone book a tour, it is the resposibility of the person to know their programme and plan. The receptionist would not know what the guest have booked and has no obligation to do any briefing.

However, the receptionist will help to find out more information and will call to the relevant travel agent to help rectify any problem if it happens. In this case, our reception did the same and managed to call the travel agent. It is between the guest and the travel agent. So it is really baffling that the one is blaming on the resort for the things that has got nothing to do with us.

We do not have a travel agent in the lobby.

On the other hand, food is included in the package and if someone ordered more than what they booked, it is reasonable that they pay for the extra.

The receptionist is not allowed to simply give a full refund to guest without any approval and that is why one has to wait.

At the end the resort did give a full refund to the guest. We did not even charge any penalty for the last minute cancellation.