2 /5 Alan Lu: A Special Occasion Let Down by Disappointing Extras
My partner and I spent months saving for the Shark Dive Xtreme at SEA LIFE Sydney. This wasn’t a casual outing—it was a carefully planned anniversary experience. We spent close to $1000, including $200 for the photography/videography package, to make it truly memorable.
While the core dive was fantastic, the media package and lack of personal touches left us disappointed—especially given how much this experience meant to us.
âś… The Positives:
The pre-dive briefing was friendly and informative, covering safety, diving basics, and facts about the marine life. During the dive, the instructors were professional, ensuring safety and pointing out different shark species. Being underwater with these creatures was unforgettable.
❌ Where It Fell Short:
1) The Media Package ($200)
This was the biggest letdown—especially for a special occasion.
There was no effort to capture us together until my partner had to firmly request a couple photo as we were being asked to exit.
Without that, we’d have no decent shot marking our anniversary.
The footage felt rushed, repetitive, and poorly framed—despite only 3 participants (2 experienced divers).
No guidance on posing, no communication about filming, and no attention to details like removing hoods for better photos.
The final content looked nothing like SEA LIFE’s polished promotional images. For $200, it felt like a tick-the-box task, not a service designed to capture meaningful memories.
For context, I’ve attached a short video example—just as I looked up and engaged with the shark, the videographer held the shot for barely two seconds before panning away to film a nearby Wobbegong shark. Instead of capturing what could’ve been a great moment, the focus quickly shifted away. It’s a small example, but it reflects how little attention was placed on the guests in a package meant to capture our experience.
With personal cameras prohibited, we expected better care. Sadly, the poor media quality overshadowed what should have been a highlight.
2) A Missed Opportunity for a Thoughtful Gesture
Before the dive, instructors showed us shark teeth they’d found that morning. As we were part of the first session (with up to three daily), it was clear this wasn’t uncommon.
My partner was excited by the idea of finding one, and when we asked if guests could keep any, they said yes.
We weren’t expecting a keepsake and were content without one—until we saw how disappointing the media package was. Only then did we reflect that offering one of the three teeth found that morning could’ve softened the experience and made it feel more personal.
For staff, these moments are routine. For us, this was a once-in-a-lifetime experience we’d saved for. Small gestures like that can make a huge difference when other areas fall short.
It’s not about expecting extras—it’s about recognising simple ways to turn a transactional experience into a memorable one.
Final Thoughts & Suggestion:
• The dive itself was fantastic—safe, exciting, and well-run.
• The media package lacked care and didn’t match the premium price.
• The experience felt procedural, missing opportunities to make guests feel valued—especially when celebrating something special.
Suggestion for SEA LIFE Sydney:
You deliver a great core experience, but focusing more on guest care—whether through consistent, thoughtful photography or small gestures—would elevate this significantly. When guests mention a special occasion, a little extra attention leaves a lasting impression.
For future guests: The dive is worth it for the thrill, but be cautious about paying extra for photos/videos—unless improvements are made.
