Hmmm, where to begin? Let's start with the positives - we were originally very upbeat about our Christmas stay at Purple Snapper. It is a sociable little enclave with, in the majority of cases, very friendly staff, an enthusiastic and knowledgeable dive team and resonably clean, secure rooms, even if over-priced and rather basic. Breakfast and free-flow coffee and tea is provided in the rate (albeit with surplus plastic packaging). There's a pool table, ping-pong, a Mac at your disposal to browse the internet or watch a selection of movies, free calls to land-lines worldwide and that ever important accessory nowadays - wifi. For the first few days we patted each other on the back, smug in our selection of accommodation.
However, it was only when things started to go wrong that the ignorance and imbilcity of the resort manager and owner began to shine. Both my girlfriend and I are acceptive of things going wrong in the hospitality trade from time to time, especially when travelling to remote islands in the tropics where both the isolation and the elements team up to present various problems. The issue we experienced at 2am in the morning was unfortunately a result of neither of these two factors.
We both awoke to hear a buzzing somewhere close by in the room, beneath the bed. My impulse was to reach across to the switch for the lamp in the room and shed some light on the situation. I'm not quite sure how I didn't electrocute myself but thankfully, despite the room being under 5cm of water and the wire from the mains short-circuiting and sparking, I didn't. Upon investigation I discovered that the water was coming from the room adjacent from ours. Thankfully the majority of water was gushing out from under the door over the balcony down to the ground below. However, a vast amount was travelling across the balcony to our own, under our door and submerging my girlfriend's entire luggage. It was just by chance that this night we didn't lay our lap-tops on the ground - they were thankfully placed just another 10cm above the water line.
I knocked on the next door room, but it was evident no body was staying there, so I went to try to find a member of staff who could assist. I managed to wake up somebody who worked for Purple Snapper who did do his best to help us (at one point by using a dust-pan to scoop up all the water in to a bucket - resourceful!). However it didn't dawn on him to try to stop the actual source of the flood. When I suggested that he perhaps get the key to the next-door room he obliged and we entered to find a room in disuse, complete with bathroom tap continually gushing. Tap turned off, my girlfriend asked the staff member to wake the manager to request that as our room resembled their swimming poolcould we be moved to another room. The resort manager, Ian became defensive over the incident and informed her that all the other rooms were fully booked. We resigned ourselves to returning to our soggy room, where in just 45 minutes I had to wake up in order to head out for the Monad Shoal dive - one of the principal reasons for visiting Malapascua. Sadly neither of us achieved very much sleep at all.
We'd both headed to sleep relatively early the night previous in preparation for the early dive and a subsequent dive trip that day to Gato Island, but were kept awake as a result of other guests partying and the wafer-thin walls. As I mentioned earlier though, these things happen, no problem. Despite the sleeplessness the Monad Shoal dive was very successful, the dive resort manager Tony, doing a great job and offering expert advice and guidance on the dive site. However, because of the lack of sleep, I had to cancel the trip to Gato Island and miss the dives.
In the morning my girlfriend and I went to speak to Ian, the resort manager, as the owner was not on the island at the time. Despite me asking to speak to him, he sent a message from the kitchen saying he was busy. It was breakfast time and there were guests in the dining area so I said that I'd come back in about half an hour. I did and once again I was informed that he was busy. Meanwhile, however other members of staff were very understanding and sympathetic, but were unable to assist. Eventually, after insisting that I speak with Ian he did bashfully appear to which he, as if he thought he were doing us a favour, did unconvincingly tell us that we wouldn't be charged for the previous night's stay! I then asked that we be offered at the very least an upgrade or another night's stay free of charge. Ian then informed us that he wasn't authorised to provide us with this but at some point he would try to get hold of Chuck (the owner) to see if he would compensate us. Apprehensively and with some coercing he agreed to try to contact Chuck at that moment, at which he disappeared back in to the kitchen, returning a few minutes later telling us that Chuck refused to offer us any recompense.
Obviously angered at the management's complete lack of understanding, empathy and unwillingness to make amends for an issue which was wholly their responsibility we decided to leave our still sodden room and check in to a different resort. The final straw was yet to come though. As we asked for our final bill we were presented with only an 800 peso discount on the previous night's stay (total price 1400 pesos). My girlfriend asked to speak once again to Ian, who once again declined this invitation, instead informing the receptionist that she could make it a 1000 peso discount. He then further refused to speak to us, eventually capitulating, relaying a message via the receptionist that we could have the full rate reduction. His refusal to even come and offer us an apology for what occured simply exemplified the complete lack of hospitality skills necessary for running a resort such as Purple Snapper is.
We were saddened to have to leave the resort under such circumstances, especially as we had made good friends with both other guests and many of the Purple Snapper staff, however we did have a very peaceful and dry stay at our alternative resort for a lower price, same standard of room and far superior location.
Go to another resort.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.