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FREQUENTLY ASKED QUESTIONS
Everything you need to know about Sutera@Mantanani
General
Sutera@Mantanani is located on an idyllic island of Mantanani Besar, Kota Belud, Sabah, Malaysia.
Sutera@Mantanani is a 2-hour drive from Kota Kinabalu City (approx. 80KM) to Sutera Mantanani Jetty. And from the jetty, it is a 45-minute boat ride to Mantanani Besar Island. To learn more about how to get to the island, visit this page (click here)
Our check-in time will be at 1500hrs and check out time will be at 1130hrs.
1415hrs : Sutera Mantanani Jetty (Kota Belud) -> Sutera@Mantanani
1300hrs : Sutera@Mantanani -> Sutera Mantanani Jetty (Kota Belud)
Return bus transfer is RM78.00 nett per adult.
You may park your car at the parking spaces provided at the jetty area.
The best time to visit Sutera@Mantanani Resort or Mantanani Island in general is between April to September. Towards the year end will be the monsoon season and seas can be rough during these period.
Because it is a damp, humid environment, there are mosquitoes. If this concerns you, we recommend bringing bug spray. Though generally not a problem, mosquitoes are most active near sunrise and sunset.
Smoking is strictly prohibited in the room, restaurant, and lobby areas.
A Tourism Tax of MYR 10.00 nett per room, per night applies to foreign passport holders arriving from 1 January 2023 onwards. This is collected by the hotel on behalf of the government upon check-out, and is not included in your total room cost. All Malaysian Nationals and Permanent Residents are exempted.
About Our Facilities
We’ll do everything possible to accommodate your request. Please note all requests in the “Add Special Request” area when making a reservation on our website.
Yes, high-speed WiFi internet is available however only accessible at the lobby area.
Yes, we have decent mobile signal around the resort for the 3 main Malaysian telco providers (Digi, Celcom, and Maxis). Some areas of the island are dead spots where signal is lost for all 3 providers.
Unfortunately facilities designed for guests with special needs are not available. However, our reception is more than happy to assist should you require special attention or assistance.
Yes you can, however only one (1) extra single bed is allowed for each chalet / room. The maximum capacity is 4 person (2 adults and 2 child under 12 years of age) OR 3 adults per room.
All our chalets / rooms is equipped with a 32” LED TV, tea and coffee making facilities, shower-head bath, toiletries, hairdryer, in-room safe and solar hot water heaters.
Making Reservations
Late check-out is not allowed. It is advised to check-out on time to avoid surcharge fees.
You can book room promotions through our website at www.suteraatmantanani.com; our general line at +6088-318 888 (ext. 3661); and through our Reservations WhatsApp hotline at +6017-833 0622 or +6017-835 3533 from 9:00am to 6:00pm daily.
A promo code is a specific code created for our guests to redeem and enjoy further room discounts. However, Resort reserves the right to change the aforesaid promotion, benefits, and/or terms
Unless otherwise stated, a room package includes a 2 days 1 night stay at our chalets, breakfast, boat transfer for 2 person, and complimentary usage of non-motorized sports including snorkelling, kayak, kite-flying, beach volleyball and bouncing castle.
All rates quoted are nett in Ringgit Malaysia (RM) on per room per night basis
Yes, room package rate is inclusive of boat transfer fees.
No. Guests have to make their own land transfer arrangement to the jetty. Please take note that boat transfer to the island is scheduled at 14:15 pm.
You may also take the bus transfer from The Magellan Sutera Resort’s lobby to the jetty. Learn more here (click here)
Pre-authorization of your credit card is technically a “hold” on your credit card credit line from a purchase placed there by a merchant (such as Sutera@Mantanani) who has initiated a charge, but not completely processed it. When the merchant finalizes the transaction process, the pre-authorization amount will be replaced by an actual charge to your card.
Important: Sutera@Mantanani only accept credit cards for pre-authorization and not debit cards. We swipe your credit card at check-in to ensure that sufficient funds are available to settle your final bill –- and we hold this amount throughout your stay.
The amount we check for will depend on the length of your stay and which hotel you are residing at. The member of staff checking you in will explain this process clearly. No money is taken from your credit card, however, it will show as a pending transaction. The authorization of your card will last the length of your stay and it will take up to five to seven working days after your departure to be released. You can use a different card to pay your final bill.
If you have any questions about pre-authorization, please inquire at the Front Office reception.
- Credit card information provided does not require a signature, the provision of which constitutes approval/authorisation by the cardholder to the Resort to secure the booking.
- Submission of invalid credit card details to secure the booking and/or as payment will result in reservations being cancelled at the discretion of the Resort without prior notice.
In case any issue arises during online booking, you may contact the hotel’s general line at +6088-318 888 (ext. 3661) or +6017-833 0622 or +6017-835 3533 from 9:00am to 6:00pm daily.
Yes you can.
Although individual hotel policies may vary, most hotels have a minimum age requirement of 21 years old. Please call the hotel directly prior to your arrival to make any necessary arrangements.
- Valid Identification / Passport MUST be presented upon registration / check in.
- The Resort reserves the rights to decline check-ins should any guest fail to comply.
- Security deposit of RM 100.00 per room is required upon check-in and will be refunded upon check-out [less deductions for damaged or lost items (if any) or for other lawful deductions].
For safety reasons, every guest is only allowed one piece cabin luggage / backpack sized on board; otherwise a surcharge of RM 50.00 nett per luggage will be levied on and to paid by the guest.
Guests who wish to extend their stay while at the Resort are required to settle payment in full for the extended period of stay upon check-out at the Resort.
In the event of no-show or early departure, the total rate of the confirmed room nights for the entire stay shall be chargeable by the Resort and be paid by the guest(s).
Cancellations & Refund Policy
- Non-refundable booking and full cancellation charges will be imposed for ‘No Show’
- Unused portions of the package are not transferable and will not be refunded to your hotel bill.
Unfortunately, if you fail to cancel your reservation, you will be charged a minimum of one night’s room charge and tax, billed to the credit card supplied during the reservation process. Cancellation policies vary by hotel, so you may also have additional liabilities as agreed to during the reservation confirmation process. Cancellation policies are displayed during the reservation confirmation process and are also listed in the confirmation email you receive upon confirming your reservation.
In the event of bad weather conditions or unforeseen circumstances occurring which results in cancellation of last boat transfer into the island due to safety or commercial reasons, food and lodging costs for the overnight stay in Mantanani will be arranged and absorbed by the Resort. No claims including claims for refund resulting from such cancellation shall be entertained.
Unused package service — No refund will be made for any shortened stay or for any part of the island activities, transfers, meals etc. booked and paid for but not utilized by the guest once the boat has departed from its place or origin.
The Resort shall not be held liable or responsible for failure or omission to execute arrangements specified herein directly or indirectly occasioned or through or in consequence of conditions beyond the control of the Resort.
The guest shall assume all risks associated with the boat travel to and from the Resort, and/or for participating in the Resort’s activities at the Resort, and shall not hold the Resort liable for any loss or damage, including personal injury or death, howsoever caused, whether due to negligence or otherwise on the part of the Resort, its officers, employees or agents.
The above terms and conditions are governed by the laws of Malaysia. In making this booking, the guest agrees to submit to the jurisdiction of the courts in Malaysia at Kota Kinabalu, Sabah, Malaysia.
About Dine and Activities
Yes, non-motorized sports activities such as kayak, snorkelling, trampoline, volleyball, beach soccer, kite-flying, canoeing, swings, frisbee, and jetty fishing are complimentary for all guests. However, scuba diving and ATV rides are chargeable at a minimal fee.
The resort offers a wide selection of local and continental menu for breakfast and a variety of food selections including Asian, Western and vegetarian cuisine for lunch and dinner. Our mini bar and jetty bar also serves house wine, beer and alcohol.
Please note that there will be corkage charges for all alcoholic beverages brought into the island effective 1 August 2022.
SUTERA@MANTANANI ISLAND RESORT & SPA CORKAGE CHARGE
BEER
Per Bottle (660ml) @ RM20.00Nett
Per Can (325ml) @ RM5.00Nett
Per Carton (24 cans) @ RM80.00Nett
LIQUOR & SPIRITS
Per Bottle (750ml) @ RM80.00Nett
WINE
Per Box (5 Litter) @ RM100.00Nett
Per Bottle (750ml) @ RM60.00Nett
There are a few small and independent eateries operated by the villagers outside of the resort. You may schedule a village walk tour with the reception as the island surroundings are private to the island villagers and may require a local guide for communication purposes.
Preparation of food is in accordance to the HALAL guidelines, however keep in mind we do serve alcoholic beverages in most of our main dining outlet.
About 45 minutes per session