FAQ

Decisions. Decisions.

Why should I choose Borneoguide?

We are a tour company with a purpose. We practice responsible tourism and our packages covers the criteria. Borneoguide tours employs local tour guides and works in partnership towards economically empowering the local community.

I am only in Brunei for transit. Which tour should I go for?

It would be a great idea to drop by to our office located conveniently in the city center and our friendly staffs will guide through your options. Please take note of our opening hours before dropping by.

We would recommend our SEV tours. Day trips and overnight options are available. Alternatively, check out our city and night tours to maximize your visit.

What is included in my tour?

Unless otherwise stated in each tour’s itinerary, the tour includes English speaking registered tour guides. Most of the tours will also include pick up and drop off for passengers in an air conditioned vehicle.

Tell me a bit more about your tour guides…

We employ local tour guides, individuals passionate about their heritage. Our light hearted tour guides are professionally trained and have vast experiences in bringing tourists around the country.

Tour

How many people will  I be travelling with?

Most of our packages average about 24 passengers, although groups might be larger or smaller, depending on the package, departure date, and circumstances. We do our best to keep our group sizes small enough to ensure you have the opportunity to meet new friends and to enjoy the camaraderie of others, but not so large as to feel lost in the crowd.

Who will I be travelling with?

If you are travelling alone, expect to be travelling in a small mixed group. Trips to Sumbiling Eco village are charged on a sharing basis. Additional charges will made for single travelers.

Are your tours suitable for children?

While our travel experiences are designed for adults of all ages, children are more than welcome to join! Children must be at least 3 years old and must be accompanied by an adult . We do not advise children under ages of 5 to join strenuous trekking activities and walking tours such as Nature & Wildlife Tours, Safaris and Walking Tours.

Strict adult supervision is required at all time to ensure the safety of the child throughout the tour.

Do you offer children’s discounts on your tours?

Yes. For most of our tours children travelling with paying adults receive discounts.

The following discounts apply to the majority of tours :

Children aged 2 and below – Free
Children aged 3-10 – 30% Discount

Note: Children aged 11 and above pay full price.

If you have any questions on children’s discounts or age restrictions, please email us on sales@borneoguide.com

As a single traveler, are there any additional charges?

There will be additional charge for single guests. Optionally, guest can join in others on the same tour for no additional costs. Our sales team will keep you updated

Can we travel as a private group?

Yes we do private group tours. Kindly contact here or enquire at sales@borneoguide.com for quotation.

Booking my trip

What documents do I need?

We would need a copy of your passport before heading to your tour. You will also need to leave a phone number so that we can contact you easily to discuss pickups and/or any changes.

How far in advance should I make a booking?

We recommend booking as soon as you know you can travel, and have decided on which tour you would like to go on. Some of our tours can be quite popular so it’s best to secure your spot as soon as possible. To put your mind at ease we suggest that you pre-book at least two weeks in advance for tours that involve accommodation.

Should I book online or drop by?

Advanced and overseas booking should be made online via our secure booking system. Unless you’re a Brunei residents, please visit our office which is conveniently located in the heart of the capital and not to be easily missed. We have a credit card machine and money changers are nearby.

Do I need travel insurance?

We strongly recommend taking out travel insurance once you have booked your tour. It is best to book travel insurance in your home country.

Are the tours flexible or do you have set dates and time?

Our tailor made tours are semi-flexible. The days will be set and the time can be customized depending on availability and tour hours. (Subject to availability)

Do I need to ring and confirm my tour?

If you have booked online through our website and have received a confirmation email, this will suffice, there is no need to ring and confirm (of course if you want any other information any advice please feel free to call we are always happy to help). You should just ensure you are at the meeting point on time. Meeting points and times are specified on the vouchers on the email.

Is it safe to use your online booking system?

All transactions are secured by 256 bit SSL encryption. SSL technology encodes information as it is being sent over the Internet, helping to ensure that the information transmitted remains confidential. Rezdy’s servers are deployed to Amazon Web Services (AWS), which is a PCI DSS Level 1 compliant provider and provides a certified infrastructure for storing, processing, and transmitting credit card information.

How can I pay for my booking?

We accept payment by debit and credit card – Visa or MasterCard. You will be directed to a secured web link for debit and credit card payment. No confidential information will be stored in the system for security purposes.

Full payment is required for all confirmed tour package. Failing to do so will result in the cancellation of booking.

Do you accept cash on arrival?

We accept cash upon arrival only if you have paid a deposit of 20% to secure your reservation.

Do you accept foreign currency as payment?

We accept Singapore Dollars which is on par with Brunei Dollars due to currency agreement, except for the Singapore $1 coin. Any other foreign currency, will have to be determined on a case-to-case basis. We would be glad to show you to the nearest foreign exchange counter prior to your tour.

What should I do if I need to change or cancel my booking?

Please contact your Tour Consultant as soon as possible if you wish to change or cancel your booking. Any cancellation requests must be submitted to us in writing via email. We regret that we are unable to issue a full refund for cancellations.

What is your cancellation policy?

Cancellation charges apply as follows:-

More than 31 days prior to arrival : $50.00 charge or 10% of total amount (whichever is greater)
Less than 14 days prior to arrival : 50% of the total amount
Less than 4 – 7 days prior to arrival : 80% of the total amount
Less than 3 days or less prior to arrival : 100% of the total amount

A cancellation will only be effective when we receive written confirmation of the cancellation.

When is the cut-off time for a booking to be made?

Our minimum cut-off time is 24hrs before tour date but do try to make bookings as early as possible for proper planning and to ensure smooth provision of services during your tour.

Do you offer last minute bookings?

Last minute bookings depend on the availability of tour guides and accommodation prior to your arrival. Please get in touch with us via WhatsApp +673 871 9616 or call the same number to talk to one of our staff. We will try our best to accommodate you.

How  can I contact BorneoGuide or Sumbiling Eco Village?

You can contact us via:

Email :  sales@borneoguide.com info@borneoguide.com
WhatsApp : +673 871 9616

Direction and Transport

How do I get to Sumbiling Eco Village?

Our usual arrangement for tours is to arrange all the transport ex Bandar Seri Begawan, so our guests do not have to hassle themselves, and so there will not be much risk of hiccups in our scheduling! However, if you wish to get there yourself, or are heading there from somewhere else, do take a look at our directions page, or drop us an enquiry.

Just for your information, the fastest and most convenient way to get to the Temburong District is to take a ferry boat from Bandar Seri Begawan to Bangar, Temburong’s only town, a journey of 45mins through riverine mangroves. From Bangar, it is a 30min drive to Kg. Sumbiling Lama, and from the drop-off point, a 5 min stroll to our Eco Village beside the river.

Can I take a taxi or bus to Sumbiling Eco Village?

We are certain that as of this moment, there are no buses or licensed taxis operating along Jalan Batang Duri. However, one can avail of services provided by locals who use their own cars to ferry paying passengers to and from their destinations within the Temburong District. Prices vary depending on operator and destination, so do ask around for a fair price. We have heard of prices from Bangar to our Eco Village ranging from $15-$30 per one-way trip!

Can I drive to Sumbiling Eco Village?

To drive from the Bandar Seri Begawan to Sumbiling Eco Village, please take a look at our directions page. Do remember however, that you will need your car’s clearance documents to go through Customs, and also your passports, as you will be passing through Malaysia before arriving in Temburong.

Please be aware that you have a valid passport to enter Malaysia and Brunei.

Food and Catering

Are you able to cater for vegetarian meals?

Yes, upon advanced request. Please advise on your vegetarian regime followed, so that we may make preparations, and if unable to, so that we may let you know.

When booking a tour with us, we will ask you for your food preferences during the booking process.

Is the food served in SEV halal?

Yes, we use only halal ingredients.

Can I bring snacks along?

Yes you may, provided litter is disposed accordingly. Please avoid any use of plastic or try not to bring any plastic bags to our premises. We recommend to bring cotton or paper bags which you can purchase prior to your departure from Bandar Seri Begawan.

Any free food, snacks or drinks?

We have a water dispenser on hand to provide filtered water to refill your bottles (plastic bottles of mineral water are no longer given out in line with our environmental initiatives). Also, complimentary tea, whether morning or afternoon, is served. Other than what we have mentioned, you may bring your own.

Do you allow plastic in your Eco Village?

Please consider your ecological footprint before arriving in Sumbiling Eco Village. Keep litters and wastage to a minimum and be friends of the environment.

Do you have flushing toilets?

In the Eco Village, we have built-up functioning toilets so you have one less worry during your stay here.

Do you have electricity and water supply?

Yes we do, at least in the Eco Village, although we try to minimise usage, since it is a rainforest experience.

I don’t want to stay in a tent. Do you have rooms?

Our packages come with accommodation in Glamping tents by default. For upgrades to basic rooms equipped with a fan, light and mattress, please make your choice when ordering the package(s) through our website’s booking system. Subject to availability.

How about air-conditioning?

Come on now! The idea of coming here is to experience the outdoors and nature as close as we can get! The only cooling facilities are fans in the main hall and in the guest rooms. If the heat/humidity is too much to bear, there’s always the river to cool down or take a shower (not recommend when the Temburong river flow is strong and carries plenty of sediments such as smaller rocks.)

Do you provide Wi-Fi?

Internet access is available on mobile devices, but we do not have WIFI. Please acquire a SIM card (Progresif) from the airport. It’s only B$10.00 for 1 GB – 50min/ 50sms local and some minutes for international calls. We have quite OK 3G Progresif coverage at our premises.

Packing List and Attire

What do I need to bring along for my trip?

Depends on the activities or locations you will be going for. Check each package’s page for what to bring for your particular tour. Some things to remember include repellant, sun screen, and for those who will be here overnight, clothing, toiletries and a towel. A small towel will be provided for overnight bookings.

What kind of clothing should I wear?

In general, clothing should be light and airy, and which will not impede walking. Also material which is quick to dry will be helpful since you will be getting into the water often. Check each package’s page for more details.

Wildlife, Safety and Environment

Are there poisonous snakes around?

Snakes are inevitably present in the rainforest! However, like most animals, snakes are not confrontational except when faced with a threat or when intrusion into their territory occurs. Our guides and local villagers are knowledgeable on the areas where snakes are present, and will decide on routes accordingly.

Are there dangerous fish?

No. If your mind has conjured scenes of vicious man-eating piranhas, you can rest assured that the only danger will be you not wanting to leave some of the waterfalls after the little fish start nibbling away the dead skin on your feet, fish spa for free!

Any dangerous animals to worry about?

The rainforests of Borneo are a treasure trove of biodiversity, home to numerous animals of all shapes and sizes. Some might pose a threat, but no, you should not have much to worry about. Simply put, most of the animals are found very deep in the rainforest, much further than most of our tours go. For those nearer to us, more often than not, they become aware of our presence from our scent, and tend to leave the area before we even know they were present.

Where is the nearest hospital?

The nearest hospital, the Pengiran Isteri Hajjah Mariam Hospital in Bangar, is about 15km away and is approx. 25 minutes drive from our Eco Village. It is a 50-bed hospital, equipped with an accident and emergency section.