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We stayed at matava for 3 nights and it could have been a decent experience if it weren't for the customer service.
To start, it rained the entire time which is no fault of the resort. The resort is set Ina completely off the grid setting with no electricity in the rooms and wifi that you have to pay for. I thought the resort was indeed beautiful even if it was raining. However I did feel the price was high given what was offered. The food was very good but portions were too small. We also did absolutely nothing since it was raining so if we had actually dived, it would have been ever worse.
The entire purpose of this trip was to dive the famous astralobe reef so we attempted a dive on one of the days. We went out on the boat but were taken to a dive site with literally nothing but dead corals. Normally this would be okay but the bcd inflator was free flowing and I blew through 100 bar in 20 minutes at 10 meters. I am a divemaster as well and I know this is not normal. There was no spare equipment on board and with the already bad conditions, we aborted the second dive. Normally you'd expect a dive resort to not charge for these dives as it just didn't match the service but not only did they not comp the dives, they charged us for a single tank dive trip which is more than half of a 2 tank dive trip. The price is also a bit insane at about 250 fjd for a single dive to see nothing but dead corals.
This already questionable moment would have been acceptable if it were not for the next part of the stay. I left a bag at the resort when checking out and was desperately trying to get it back. We were in Fiji for 2 more weeks which is ample time to make something work. We had no contact information for the resort as no numbers are listed on their website so we had to email Luke, who took care of the initial reservations and billing. While he was responsive to our emails about the invoice and bills, he was the complete opposite when it was to help us and not to his benefit. He responded maybe every third day when it came to sorting out returning my bag.
I suggested they give it to another couple we befriended at the resort as they were checking out a few days later and to leave it at the nadi airport luggage storage. I followed up numerous times by email with Luke and he never responded in time. He never gave us the information of the other guests nor did he attempt to get us in contact with each other. Just simply creating a WhatsApp group or giving any sort of contact information to one another would have sorted it out. The other couple did end up taking the bag (which we only found out later) but could not leave it at the airport since they did not have our contact details or flight details and ended up throwing away the bag.
It is 2023 and there's literally a hundred ways of communicating with people that this was simply unacceptable. If this was some backpacker hostel for $20 a night, I could accept this but for the price we paid, you'd expect better customer service (about $330 USD a night). - via 