I went to Sutera Sanctuary Lodges main office in Kota Kinabalu today to complain about the difficulty of travelers to contact them for the past few weeks. I spoke to their customer services and administration, and they admit that there was a shortage of front desk staff to deal with customer services.
Usually they have more than 5 staffs, but last few weeks, they have been functioning with skeletal staffs only (2-3 per day). That is why they could not cope with the calls and emails. It seems that the shortage of staff is because some of the staff was temporarily sent to Kinabalu Park to do some upgrade works.
However, from today, they are back with full force staff in the main office to cope with enormous number of Mount Kinabalu travelers.
Oh, they even give me their 2 hunting lines: +6088 243629 and +6088 244634