Nasama Resort — Hotel in Efate

Do NOT book with them, i repeat, do NOT book with this resort if you care about your hard earned money.

Our story has begun on the 17th of Dec when we were supposed to fly and arrive to Port Vila. We’ve boarded the plane, left Brisbane but just before landing, the pilot said there was a significant earthquake on the island so we did not land, we were directed back to Brisbane.

I’ve sent an email to the resort saying i hope everyone is okay, we are really sorry for what just happened but we would like to request a full refund because it was a force majeure situation and things were uncertain, we won’t make it to the island. (At this point there was a cunami alert and also after shocks on the island) The reply from the resort was totally shocking to me, they declined the refund request, saying there ‘cancellation policy’ doesn’t let them to refund me. They did not offer a voucher or to move our dates, they just said we won’t see our money back. (And just a reminder, we couldn’t make it because there was a 7.3 earthquake on the island, not because we did not want to).

We were lucky enough to book the accommodation through a third party and on there website, it states black and white, there partners are required to offer a full refund in case of a force majeure. (I would suggest to the management to read the partners’ policies before signing up and if you decide to work with them FOLLOW THEIR POLICY!!!! But just cos i know they are too lazy, i will attach the picture of that policy here)

So i called the customer service of the third party and they assured me even if the resort refuses to pay me back, they will do it and then invoice it to them (as they should, the resort is not entitled to my hard earn money, they just took the money without providing a service) So even if you decide to book accommodation at this property, make sure you do it through a third party and NOT directly with them, because they gonna scam you. Oh funny enough they say their cancellation policy doesn’t let them to refund you, but when you go on their website, there is not a single T&C or cancellation policy uploaded.

After a month of emailing, calling and waiting we finally got our money back but you should learn from this and spend your money somewhere else!

If i could i would give a lower rating because this is not the way to run a legitimate business and this is not how you deal with...

We stayed at Nasama for 1 week and had a beautiful stay. We were greeted by the extremely welcoming Charlene who made a special effort to play with my kids & remember their names the entire trip to say hello to them each day. Such a lovely person, we appreciated you & your lovely smile Charlene! Check in was quick & easy & our bags were carried to our room. We were thrilled when we arrived at our room as it was a big size to fit our family & they’d provided a cot for our youngest. The room faced right on to the pool area with an amazing view of the beach. This resort was perfect for us & our friends who all have kids under 5 as the resort is very small & quiet & feels safe. The kids can easily be seen from the room if they’re playing near the pool & the convenience of being able to just walk in & out of our room & just 20 steps to the pool was perfect. We felt very safe as they have a security guard there from 6pm - 6am. The room was very clean, no bugs or dirt & the room service each day was flawless. The front desk let us use life jackets/snorkeling gear/water shoes etc which was so handy for our tours. There is also a little market stall that opens most days which was really nice to get our kids hair braided & buy a few little souvenirs. The best feature was the little shop right across the road that sold a great variety of snacks/toiletries & drinks/ice creams & is SOO cheap. We loved popping over the road to stock up & then we could easily jump on a bus 10 minutes to the bigger supermarket for meats & fruits etc. Overall we were really happy with to our stay & a special mention to some of the staff who went above & beyond to be friendly & accommodating (not all were). Thank you Sarah & Claudia & one other whose name I don’t know but we tipped her & gave her some Easter eggs, she was the best! The only 2 things we were a little disappointed with was the breakfast, we thought it would be a big buffet style like we are used to on these kinds of holidays but you order one thing off the menu which is included. It was still very nice food but some days we paid extra because we were still hungry. The second thing was the pool area- it would be good to be able to order drinks at the pool or have some music playing- just for a bit of atmosphere. Thanks for a...

Stayed for 5 nights as a small family of 3. Rooms were very clean (and cleaned daily) and bed was very comfortable. We had some issues with hotwater which took 24 hours to fix - reception was essentially uncontactable once they closed in the evening until the morning - even with the contact numbers provided in the room. The rooms are a little tired in parts, but completely functional and pretty large. Aircon works great, plus there are ceiling fans. All rooms are pretty close to the beach and the pool + are pretty private + have partial views of the beach and pool. Its a small resort. It really feels like a resort where you just keep to yourself and enjoy the quietness, definitely not a party resort. Beach was small but very private. There were heaps of swimming gear and kayaks available for free and it was a really nice swimming area in both the pool and the beach. Beach was also very calm most of the time as there is a reef closeby protecting it. Breakfast was ok, servings of coffee and juice are VERY limited unless you pay extra, kids breakfast (for a 4 year old anyway) was very tiny and pretty poor in nurtitional value (just my 2 cents) - once again, you had to pay extra if just wanted some extra cereal. This was probably the only downside to the whole place. We ended up buying cereal at the supermarket and giving our boy a first breakfast in the room, then another at the restaurant. The rooms had everything you needed to serve a breakfast or cook a simple meal in the room if you didnt feel like heading out - there was a stove top, microwave, toaster, kettle and full size fridge. Resort is very close to the shops and city centre - just 10 minutes by bus - which was very easy to get to and from - all drivers knew the resort. Two of days had lots of rain and the options of things to do around the resort were very limited, but the room had a smart tv and decent enough internet that we could just watch Youtube. There were also quite a few boardgames available at reception. All in all - would definitely stay again, mainly as it was so quiet and I really enojyed being to hear the waves from the room with the doors open...