Question 1

I have something specific in mind. How can I find exactly what I want?

Accepted Answer

You can use the 'quick search' at the top bar of the website and type in your prefered place and activity keyword such as 'climbing', 'kayaking', 'Mt Kinabalu', etc. The related packages will be shown automatically, all you have to do is to click on your prefered package. You can also click the 'Tours' button to browse through your prefered activities.

Question 2

How can I book a package / activity?

Accepted Answer

You can choose your activity by clicking the ‘Tours’, ‘Tickets’ or our unique ‘Community Tourism’ button, select your preferred package, choose the date, quantity, and local tour operator. Proceed by clicking ‘Book Now’ and you will be directed to the payment page.

Question 3

Which operator should I choose?

Accepted Answer

The simplest way to choose a suitable operator is by checking out their prices, reviews, services, shoutouts and cancellation policy. Regardless of the operator, SabahTravel.com only partners with companies licensed under the Ministry of Tourism and Culture. So, rest assured for you are travelling with a reliable operator.

Question 4

Do I need to sign up with SabahTravel before making a purchase?

Accepted Answer

You can make a purchase without signing up, but we highly recommend for you to sign up with SabahTravel so it is easier to book and check your booking.

Question 5

What will I receive after completed my booking?

Accepted Answer

You will receive an email consisting an Order Summary, the list of activities that you had booked, as well as your e-voucher coupon. You can use the e-voucher to log into SabahTravel.com to see your activity details.

Question 6

How do I know if my booking is confirmed?

Accepted Answer

You will get a confirmation email after completing the payment. You may also login to our website to view your confirmation status.

Question 7

What should I do if I haven’t received any confirmation email after booking an activity?

Accepted Answer

Please check your Spam Mail folder in case the confirmation email was mistakenly sent there. If you haven’t received the email, proceed to our hotline +6 011 1660 7009 (Malaysia) and +65 6841 3009 (Singapore) or email us at hello@sabahtravel.com

Question 8

Where can I see the total price of my booking?

Accepted Answer

You will see the total price on the payment page after you have done selecting your activities.

Question 9

Can I pay by cash?

Accepted Answer

No, we highly recommend paying via the website to skip the fuss and have a secure payment.

Question 10

How is the payment process?

Accepted Answer

You can pay through our website using credit/debit card, or with either Wechat Pay or Alipay.

Question 11

Which currency does SabahTravel accept?

Accepted Answer

For now, SabahTravel only accepts Ringgit Malaysia, but we will expand more currency options in the future.

Question 12

Did you charge me twice since I receive two receipts for one booking?

Accepted Answer

Normally we will only send out one receipt. If you get multiple receipts, the error might be from the payment platform. You can check your bank account balance a few days after you booked your trip. Contact your bank to release the funds if the authorization is still there.

Question 13

I have a problem with the payment process. What should I do?

Accepted Answer

If you’re having a problem to pay, you can;
a) Try refreshing the payment page, or try again later.
b) Try a different card for payment. The card that you’re using might be a rejected card.
c) For payment via WeChat Pay/Alipay – unfortunately, the actions for both of these payment methods are out of our control, we advise you to sign up to these platforms before proceeding with payment.

If you are still experiencing any problem, please contact us at +6 011 1660 7009 (Malaysia) / +65 6841 3009 (Singapore) or email us at hello@sabahtravel.com

Question 14

How secure is SabahTravel payment process?

Accepted Answer

We are using third party secure payment gateways to process your payment and to protect your personal information. The https:// at the beginning of the address in your browser when you book with us indicates the website is in a secure session.

Question 15

How can I get a refund?

Accepted Answer

Refunds will be based on our cancellation policies. No refunds will be made for cancellations after the tour has commenced or for any unutilised tour services such as transfer, meals & accommodation, sightseeing, or other services. If a refund is required, it will be credited back to you using the same method as when you made payment. Do take note that refunds will be processed within 14 - 28 working days.

Question 16

I haven't received my refund. What should I do?

Accepted Answer

Refunds normally take 14 - 28 working days to be processed. If you have not received your refund within this time period, do send us an email at hello@sabahtravel.com.

Question 17

Do I get my refund through bank or by cash?

Accepted Answer

Refunds will be credited to you using the same method as when you made payment.

Question 18

How long do I have to wait for my voucher after completing my payment?

Accepted Answer

Different activity requires different confirmation time. Generally, the confirmation will either be instantly or within 24-hour time.

Question 19

How do I check my booking status?

Accepted Answer

After your payment is confirmed, you will receive an email of Order Summary and your e-voucher coupon. You can use the e-voucher to log into SabahTravel.com to see your activity details.

Question 20

I need help! What should I do?

Accepted Answer

Should you need any help, send us an email at hello@sabahtravel.com or contact us via Whatsapp, Facebook, and Instagram.

The Palace Hotel

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