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 +6 012 8042009 (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 +6 012 8042009 (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.

Question 21

I have a special dietary requirement. How do I make the request?

Accepted Answer

Once your booking is confirmed, you will be able to fill in your particulars. Should you have any dietary restrictions (vegetarian, vegan, halal, etc), kindly write down your special request in the "remarks" box (e.g. vegetarian, no garlic & onions). Please note that we cannot guarantee your special request can always be met especially where meals are in buffet style. Make sure to pack some vegetarian condiments & dried food to complement your meals.

Question 22

How do I sign up?

Accepted Answer

It's very simple! Click on "Sign Up and Attend Workshop" and make an appoinment for a free sign-up session by selecting "Build Your Business Page with SabahTravel.com" under the workshop calendar. Our experts will provide a step-by-step workshop on how to set up your business at SabahTravel.com.

Question 23

What happens after I sign up?

Accepted Answer

After your registration, an email notification will be sent to you with your confirmed workshop details within 24 hours. If you do not hear from us, please call SabahTravel Hotline (+6011 1660 7009) or email to business@sabahtravel.com.

Question 24

What information do I need before sign up?

Accepted Answer

To register for the sign up session, we need your company information (community name, company name and number) and participant(s) basic information (full name, email and phone number).

Question 25

I have already partnered with another Online Travel Agent (OTA). Can I join SabahTravel too?

Accepted Answer

Of course! There is no conflict of interest. We are excited to have you onboard with us. With Sabah's tours, activites, accommodation and transport providers combined together, it will allow better exposure of Sabah’s beauty to worldwide travellers via this all-in-one platform.

Question 26

My company team is small. How easy is it to partner with SabahTravel?

Accepted Answer

Rest assured! As long as you are a licensed operator, we partner with any company of all sizes. On top of that, an account manager will be assigned to help you deal with any technical difficulties and keeping you up-to-date.

Question 27

Do I need to pay to sign up?

Accepted Answer

No, signing up with SabahTravel is absolutely free! We will only charge a platform fee once you have successfully sold your package.

Question 28

Why should I attend Sign Up session?

Accepted Answer

In short, to start selling your products at SabahTravel.com instantly. You will get hands-on training on setting up your business page and listing your products.

Question 29

What documents do I need to bring for a sign-up session?

Accepted Answer

Before attending this workshop, you need to prepare the following documents and tools:
(a) Company license
(b) Company stamp
(c) Laptop
(d) Soft copy of your company logo, product’s photos (high resolution), and additional product info

Question 30

How long will the session be?

Accepted Answer

The workshop will take around 2 to 3 hours. After this training, you will be equipped with sufficient knowledge to sell your products and manage your business page immediately on SabahTravel.com

Question 31

Why should I attend Deep Dive session?

Accepted Answer

To learn more about booking management system, dynamic pricing system, reporting & analytics tools, and other powerful tools within SabahTravel.com.

Question 32

How do I resigter for this session?

Accepted Answer

Select "Deep-Dive into SabahTravel.com" when making the appoinment. If you can't make it on Saturday, you need to make personal arrangement with your account manager.

Question 33

What do I need to prepare for a Deep Dive session?

Accepted Answer

Bring your laptop, any additional product info and of course, questions! Anything that you are still unsure of like cancellation policy, making shoutouts or generating reports.

Question 34

How long will the session be?

Accepted Answer

Deep-Dive session will take around 2-3 hours. It includes Q&A session to answer your questions related to SabahTravel.com.

Question 35

What do I need to do first?

Accepted Answer

Start your business by setting up your business page, putting up good quality pictures, listing your products and putting up allotments & pricing.

Question 36

How do I put up product's price and allotment?

Accepted Answer

After logging in into your account, go to vendor dashboard, choose your product and select "Adjust Prices & Allotments" to input your default and customized amount of slots and price. Remember to turn on all necessary button to get your price published.

Question 37

I couldn't find any matching product. Can I put my own product?

Accepted Answer

Yes, of course! You can provide us with your product details and photos via email at business@sabahtravel.com or directly contact your account manager via WhatsApp.

Question 38

I don't provide transportation. Can I put it under tours?

Accepted Answer

If you are selling an overnight package (min. 2D1N), you can publish it under the "Tours" category. Otherwise, if it is a day trip without transportation, you can sell it under "Tickets" category.

Question 39

What should I do after the booking is confirmed?

Accepted Answer

Congratulations! Confirm your booking, ask for customer details and make reservation with your supplier. Kindly note that you are responsible for the reservation and operation of your packages (check again)

Question 40

Will SabahTravel make booking reservation for us?

Accepted Answer

After your customer has filled in their particulars, you can start to arrange activities, accommodation and transportation (if necessary) as well as confirm your reservation and itinerary.

Question 41

How do I get my customer's particular?

Accepted Answer

No, as with any other OTAs, you are responsible for the reservation and operation of your packages (check again)

Question 42

Can I chat with my customer?

Accepted Answer

Once you click on "confirm booking", an email requesting for travellers' particulars will be sent to the customer via email. Alternatively, you can chat with your customer via SabahTravel.com to confirm their details.

Question 43

What happens if a guest cancels?

Accepted Answer

Depending on your cancellation policy settings, we will send you a notification email about the cancellation and highlight cancellation fees paid by the customer. If you do not charge any cancellation fee, we will not collect any payment from the customer.

Question 44

How do you I claim my payout?

Accepted Answer

After the activity is completed, you can select "Claimable" tab on your vendor dashboard, upload company's invoice to SabahTravel and Claim!

Question 45

How long will it take to process my payout?

Accepted Answer

Your payout will be processed within 7 days. If you do not receive it within 7 days, please contact your account manager or email to business@sabahtravel.com.

Mabul and Kapalai Islands - Leisure Dive

Tour Highlights

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Step 1. Package Options

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Step 3. Quantity

What's Included

What's Excluded

Overview

What to Wear

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Important Notes

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