My family and I came here this past week for our first visit to the Cayman Islands. The Sunset House is in a good location for divers...lockers, shore diving, etc., but only stay here if you're willing to trade good diving for poor service. We have been to several diving resorts around the world and not once have we seen such poor service.
Some of the dive staff is very rude. The short guy from Wales and the bald guy (Roger) make you feel stupid every chance they get. They aren't excited about their job, and often fly through their work...which is a bit sketchy since we often dive down to 100 feet. The rooms are ok. Nothing special, but they do the job. Also, future divers, TAKE NOTE...DO NOT PAY for the Kittiwake dive (an extra $65 a person) because they take you on that dive during one of your 2 free dives a day. We confronted them about this situation, asking if we could be reimbursed since they took us on that dive the very next day (keep in mind, they didn't tell us where we were going until we were already at the dive site). Mr. Keith, the manager, denied us the reimbursement, and lacked a coherent argument for doing so.
The entire experience wasn't bad though. Do shore diving and visit the mermaid! Lots of pretty sea creatures and coral right off shore. My Bar has pretty decent food too.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
First of all, I want to say to the public that reads this, I dislike writing responses as this, as we do value every customer we have, but sometimes facts need to be set straight. During my conversation with Ms. Tippydives, she did not want to listen, demanded money back and threatened this email on Trip Advisor; so as I told her, we’ll tell our side of the story.
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Dear Ms. Tippydives
We are pleased that you found the shore diving, restaurant, bar and accommodations enjoyable and it is a shame that you let one "non-factual" issue ruin your experience and become the focus of penning your thoughts on Trip Advisor.
There are several packages that you can buy at Sunset House and there are special packages for “groups” of dive retailers, which have different booking policies, different pricing and different perks.
The Tippydive family went out on our regularly scheduled Kittiwake dive in the afternoon with all our other guests for that day and charged US$65.00, inclusive of the medallion. Everything was fine!
Where the problem arose with Ms. Tippydive is that (due to boat manifests, scheduling and number of guests going out), her family was put on the same boat with a wonderful group from Utah, that did indeed have the Kittiwake as part of their package as one of their morning two tank trips. Knowing that the Tippydives family had previously went on the Kittiwake, we asked the group leader prior to going out, if we could do their Kittiwake dive as the “first “dive, so we could guide the Tippydive family to the Sand Chute Wall Dive Site; which they agreed to do.
We also gave the option to go to a completely different dive site for that dive, after we pulled up to the mooring, but as Ms. Tippydives told me “they did not want the group to miss out of the Kittiwake.”
Ms Tippydive's argument is that they should not have to pay for any trips to the Kittiwake, because someone else got to go as part of their two tank morning trip, NOT KNOWING any facts of the different package or pricing. PLEASE DO NOT GO ON THIS PERSON’S ADVICE. Please understand what your package includes or does not include.
As far as our staff… We take your safety and the safety of others very important. Hookah regulators that we have hanging on the back of the boat are not to be used as a rope to hold on to, but for the rare “low on air” situations someone may need to get to. Being informed is not being rude. Rope and buoys are on the surface for you to use to hold on to.
If anyone has any question, please feel free to contact me here at the hotel at firstname.lastname@example.org. Trip Advisor is a wonderful tool to share information on ours or any other establishment. Good or bad! But it needs to be factual and not a misrepresentation of facts or truths.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.