Frequently asked questions.

Overview

Frequently asked questions introduction


Thank you for choosing to spend time with us!

We hope you create some magical memories whilst visiting Ohana's and spending time on our beautiful island.

This FAQ section answers most questions to assist with planning your time on Nusa Lembongan and is broken up into the following drop down categories:

- Overview
- Resort
- Beach club & dining
- Getting here
- Island info
- Policies

There is a search bar if you are looking for a keyword.

If you have a question that is not answered, or if you would like more information, please contact us.
For those staying in the resort, we also suggest downloading a copy of our in-room guide from the stay section on our website prior to your visit.




Property concept


Ohana's is a boutique hotel and beach lounge. Our goal is to create an intimate and fun experience that is a little more fun, and a lot less boring, than a traditional resort concept. Our property is intimate, simple and casual, with some luxuries that make the island experience a little more enjoyable.

Standard features such as super king sized beds, air-conditiong and fans, beautiful resort amenities and top quality food & beverage, fresh drinking quality water from all of our taps and showers (most properties in Lembongan have salty water in their showers and taps), are just a few of these examples.

Our hotel is located in the heart of the main village of Nusa Lembongan; it is realistically the best location on the whole island, right on the beach out the front of world class surf, beautiful swimming, White sandy beaches, access to water activities at our doorstep, surrounded by restaurants and shops, not to mention some of the most magical sunsets you will ever see!
The hotel is connected to our famous beach front beach lounge which is a great place to chill out. Our music has been carefully curated by world-class international DJ's and your ears will be treated to a mix of funky sounds throughout the day whilst enjoying our hotel. The island is a tropical oasis that is beautiful to explore, relax and enjoy the water, but most importantly a place to spend time together with loved ones. The experience that we have tried to create is for self-directed travellers to have an island home – as opposed to a “traditional” big resort experience.

We like to keep things a bit more informal and relaxed - so you can properly let your hair down! Nusa Lembongan is a truly magical tropical oasis. We encourage our guests to appreciate that part of the appeal of a place like Nusa Lembongan are some of the “imperfections” - and the sense of getting away and exploration that comes with that. What we mean is that for us the character to the island are the dirt roads that are full of potholes, the electricity will go out from time-to-time, the internet, mobile networks and cable TV can be "patchy", and the locals have their own unique “pace” of getting things done. This is part of the charm of the island and why many people choose a place like Nusa Lembongan.

What we have tried to deliver on Nusa Lembongan is a slice of luxury that you can use as your hub for exploring the island.

People who should stay at Ohana's are those looking for a more casual and fun, and less traditional, big resort experience. Given we are located on a remote tropical island, it is important to remember that sometimes there will not be perfect infrastructure like Bali mainland. We are a social, funky and fun boutique hotel. With that in mind, families, couples and people of all ages who are looking for a rustic tropical island experience are welcome.




Resort facilities at a glance


Key resort facilities:

- Boutique resort feauturing a mix of 1, 2 & 3 bedroom accommodation
- Absolute beachfront location in the heart of the main village of Nusa Lembongan - Crystal clear water at our beach front. Ideal for swimming, paddle boarding, and snorkelling
- The outer-reefs directly out the front of the resort feauture multiple world-class surf breaks including Shipwrecks, Razors, Lacerations & Playgrounds - Direct beach front access for boat pick-up for day-trips to explore surrounding island, scuba diving and other water activities - Beach club and restaurant with menu designed by acclaimed international chef - Pool 1 - Beachfront infinity pool
- Pool 2 - Resort pool with swim up bar surrounded by luscious tropical gardens
- Gelato and donut hut (due for completion April/May 2022)
- Yoga area and quite zone set amongst tropical grounds in our own coconut grove
- Onsite bike parking
- 24/7 reception - Rooftop sunset bar and woodfired pizzeria (due for completion April/May 2022)




Beach club, restaurant & rooftop bar


The beach club, restaurant & rooftop bar occupies the beach front area of our property.

This space is most popular for our daily sunset sessions and absolute beachfront dining experience. You can dine either with your toes in the sand, or in a variety of spaces throughout the venue including by the infinity pool, or on the roof-top bar.

Our roof-top bar is the only elavated bar along this stretch of the beach which is the best location on the island to catch the sunsets Nusa Lembongan has to offer.

The beachclub is open from 6:30am through till 11:00pm.

We have a free shuttle service to bring guests to the venue. Booking requests for the shuttle can be made direct from our website or via WhatsApp. We suggest booking via WhatsApp for fastest communication and confirmation.

There is a drop-down specifically for frequently asked questions about the beach club, restaurant & rooftop bar.




Member program & benefits


Join our member program and enjoy a range of benefits with your direct bookings.

Signing up is free and takes about 30-seconds.

Sign up now
Member benefits include:
- 5% discount on any direct bookings at any of our properties - 2 x complimentary cocktails with every booking
- Complimentary upgrade on arrival (subject to availability)
- No minimum spends at our beach club on day bed and sun beds - Stay up-to-date with the latest events & happenings - Promotional offers on tours and activities - Priority access to sales and exclusive special offers

We will price match any advertised rate you find at the time of making your booking, and members get an additional 5% discount.





Beach club & dining

What are the hours of the beach lounge?


Basic operating hours are 6:30am - 11:00pm.




What is the vibe of the beach lounge?


Our beach lounge is one of the most popular venues on Nusa Lembongan. Our beach lounge is open from 6:30am till 11:00pm daily, and often in the sunset and evenings we will have a vibrant atmosphere.




What is the pricing like in the restaurant and beach lounge?


Guests staying with us enjoy the benefits of unlimited use of the beach lounge with no cover charges or minimum spend. Guests also enjoy complimentary beach towel use. Our full food and beverage menu is available on the wine & dine section of our website. We are not the cheapest offering on Nusa Lembongan whether it be for our accommodation or our beach lounge, restaurant and bar. Our restaurant and bar offers food and beverage that has been carefully curated by our executive chef using top quality ingredients. Our menu concept is simple and most importantly clean. Our goal is to produce simple food, consistently and to a good quality, that is within the capability of local chefs.

We source top quality local ingredients, and where we feel we cannot source the best quality locally, we source internationally, such as our beef products which are imported from Australia. We only use imported brand name alcohol, not cheap local substitutes. All of our produce is imported from Bali or internationally and this carries significant transport cost and import taxes. Our pricing is relative to our quality and overheads of where we operate.

Expect to pay similar prices as you would expect to pay in a quality establishment in a major capital city.




Restaurant and beach lounge reservations


To make a reservation, please contact us via WhatsApp for the fastest response: +62 811 3960 0787

Alternatively, send us an email at hello@ohanas.co or fill out the contact form on our contact page.

Reservations will be held for up to 20 minutes past the booking time. Please contact our reservations team if you have a delay or if your plan changes.

If you are late to your reservation by 20 minutes or more you may be offered seats on arrival or alternative seating to your booking request, subject to availability.

See the relevant sections more information on our beach club or bar & dining options.




Special dietary requests


Please inform us of any dietary restrictions or requirements prior to your visit and we will do our best to accommodate you.​ Our menu has a variety of vegetarian, vegan and gluten free selections available. We cannot however guarantee no trace elements of allergins and will not be held responsible for any food allergies or dietary restrictions.




Outside food and beverages


We do not allow any outside food & beverages to be brought into the beach lounge. If you are staying in our resort accommodation you may consume outside food & beverage in your room.




Can I come to the beach club if I am not staying in the resort?


Yes, the beach lounge and all of our facilities are open to the public and people not staying in the resort.

Guests staying in the resort receive additional benefits including unlimited use of all areas with no minimum spends, priority reservations and complimentary pool towel use.
Guest who book direct to stay the resort also receive additional bonuses such as complimentary cocktails to enjoy during their stay.




Getting to the beach club


We suggest organising your transport to and from our venue prior to coming along. Getting around Nusa Lembongan is cheap and easy.

Either walk to us, ride your scooter, or rent a truck/taxi for drop off and pick up.

For Google Maps location and directions, please follow this link - Google Maps

Contact our reservations team and they can help you in booking a taxi.

The fastest way to contact our team is on WhatsApp for transport assistance and reservations.
We do offer a complimentary truck pick up and drop off service though it is on a first come, first serve basis, subject to availability, and a shared service.

In peak times, please expect to be flexible if you would like to take advantage of this complimentary service. If you don't want to need to wait around or have particular plans we suggest booking your taxi in advance. Whilst we can help in booking you a taxi, Ohana's does not manage the taxi services and cannot be held liable for any related issues.




Do you rent pool towels?


Yes, pool towels can be hired for Rp 35,000

Guest staying at in the resort or at our collection of private villas within the Aqua Nusa group receive complementary pool towel hire.




Do you have minimum spends?


We do not have an entrance fee to our venue though minimum spends do apply for sun bed and day bed use. Please book in advance to avoid disappointment.
Bean bag and/or sun chair on the beach - no minimum spend, first come, first serve.
Dining & lounge - no minimum spend, reservations advised.
Sunbeds and daybeds are booked in 2-hour windows.

Minimum spends apply per 2-hours.

Sunbed - Rp 200,000
Daybed - Rp 500,000

Guest staying at in the resort or at our collection of private villas within the Aqua Nusa group do not have minimum spends.




Do you have a swim up bar?


The beach front infinity pool does not have a swim up bar.

We do have a swim up bar, the "Aqua Bar" which is located in our tropical gardens




What is "Sunsets on Fire"?


Sunsets on Fire is the most popular sunset session on Nusa Lembongan, featuring beach bonfire, amazing sunsets and funky tunes!

We light up our bonfire on the beach each day (tide and weather permitting) and let Nusa Lembongan turn on its incredible sunsets across the ocean.

It's trully a "must do" if you are on Nusa Lembongan.




Where is the roof-top sunset bar?


The roof-top sunset bar is located in the beach club and overlooks the beach club pool and ocean.




Events, private functions & weddings


We have a range of spaces that can be partitioned off for events, private functions, parties and weddings for groups ranging from 12 people up to 500 people.

Minimum spends apply to block an area:

- The eagles nest | suiteable for up to 12 people | Rp 12,000,000

- Grass area next to infinity pool including 3 day-beds | suitable for up to 50 people) | Rp 50,000,000

- Downstairs bar - including 4 day-beds by the infinity pool & lounging, excludes bar deck | suitable for up to 60 people | Rp 60,000,000

- Downstairs bar deck | suitable for up to 30 people | Rp 30,000,000

- Full downstairs bar area | suitable for up to 90 people | Rp 90,000,000

- Rooftop bar | suitable for up to 100 people | Rp 100,000,000

To book the entire venue for a private function such as a wedding or corporate retreat, you must book all of the accommodation for 3-night minimum in the resort and daily minimum spends apply at the venue given the property will be shut off to the public during that time.

The entire venue can only be booked for private functions for off-peak and shoulder dates. Additional costs apply for catering, venue set up etc.

Please note, we will not adjust our music or general format of the venue unless the entire venue is booked.

Contact us for more information so we can work with you on your next function.




What is the service and tax charge?


Like many parts of Asia, service and tax are added on to the bill so they are transparent to customers, rather then being embedded into the price.

Depending on where you are from in the world, bills may be calculated differently, and different parts of the world have different cultures around tipping.

At our restaurant and beach club the service charge is 5% and the tax charge is 10%. The service and tax on our bills are two separate amounts that are collected by the company and distributed monthly

For each bill, service is added to the total amount, and then under Indonesian law, tax is then calculated on the toal amount including service.

For example:

Base bill = Rp 100
+ Service 5% = Total including service Rp 105
+ Tax 10% = Total including service & tax Rp 115.50

Venues that transparently calculate and collect service and tax have better paid local staff, which in turn supports local families, and contributes more into the local government, which helps funds local community projects.

Service charge

5% is the service charge. This money goes directly to our staff and is in addition to their base wages. The service collected is distributed monthly.

Different venues have different service policies and different distribution policies.

Some venues will distribute higher portions of service to more senior staff.

We prefer to distribute service equally amongst all staff, as we feel that this is fairer to the entire team, especially junior staff who work just as hard as the senior staff.

Staff are paid base wages that vary according to their seniority and experience. The service charge however is distributed evenly by all staff, regardless of seniority within the business.

For example, the junior book-keeper, the head chef, the gardener, the janitor and the truck driver, all receive the same amount in the monthly service distribution. Base wages in Indonesia are regulated by the national government and are not large. The service charge adds to the basic income of staff and makes a big difference to improved standards of living.

The service fee is also a motivating factor for our staff to provide you with a good level of service.

Local government tax

The government tax goes directly to the local regency government (similar to council level government in other parts of the world). It is similar to VAT or GST in other parts of the world, though rather than being paid to the national government, this money is paid to the local level government.

The local government tax that is paid monthly.

This money is then used for the local community for infrastructure projects, improved education and health standards, and local initiatives such as recycling and food banks.

Supporting the local community

When you are staying and dining at properties that charge and collect service and tax correctly you are ensuring that a good portion of the money you spend is going into the hands of the local community, as well as local staff and their families.

It may save you a few dollars to stay and dine at properties that do not charge these fees correctly or minimise these fees as low as possible, but really it is the local staff and their families that suffer.

If there is not a clear service policy, then it is likely that less of the money you spend goes into the hands of the general staff, and more of the money you spend is retained by the business owner or a few senior staff due to unfair service policies.

Businesses who charge appropriate service and tax, and that have transparent policies around the distribution of these funds are contributing more to the local community and supporting better living standards and employment conditions.

Tipping

Tipping is generally a foreign concept, and not customary in Bali.

It is however welcomed by local staff and it is your choice if you would like to leave an additional tip - often small amounts will really make someones day!

When you tip someone, be mindful that the tip may go only to that staff person, and it overlooks the other 100+ staff whose efforts have all gone into making that service come together.

For example, the waiter may look after you at the table and be the most visible person to you so receive the tip, though behind the scenes it has taken the combined efforts of many to get to that point.

Someone had to run around and buy the produce and bring the produce to the venue. Multiple people in the kitchen and bar prepared the food and beverages. The venue has to be cleaned and maintained etc.

The service fee that is added to bills is already a motivating factor for the entire team to look after guests, and when you pay this, you know the the money is being shared equally by entire team that made the experience come together.





Getting here

How do I get to Nusa Lembongan?


Nusa Lembongan is an island about 30-minutes by boat off the east coast of Bali.

Most common access is via fast boat although helicopter service is also available for those who prefer to fly. We can make arrangements for both fast boat or helicopter transfers to the island.

We recommend only using the most reputable companies that service Nusa Lembongan and safety is our number one priority when selecting which companies we choose to work with.

There are a variety of operators with different quality boats, service and fares.

We seek to use the companies with the best reputation for safety and guest experience which are competitively priced.




I am on the island, how do I get to the property?


A good starting point is to look at the contact section of our website or search us on google maps to get your bearings on where we are located on Nusa Lembongan.

If you have booked your boat transfers to the island through us, the boat company you have been booked with will arrange for land transport to the drop off point at the end of our lane way on the main street of Jungut Batu.
From the drop off point on the main street, it is a 150m walk down the public laneway to our hotel. Please be mindful that like many of the smaller public laneways which are used to access the beachfront hotels from the main street, this public laneway is an unsealed path. It is a short walk down the laneway and once you arrive at our property you will be welcomed by our staff with a cold towel to freshen up and welcome drink, where you can relax and take in our beachfront location whilst checking in for your stay.




Transfers to and from the island


Ohana's can organise your transport to Nusa Lembongan and we strongly recommend you let us coordinate your transport to and from the island.

Through us organising your transport we can better tailor your experience and ensure your transfers to and from Nusa Lembongan are with the safest and most reputable operators and that you get to and from your villa as seamless as possible.

All payments for your transfers are to be made directly to the transfer company.

Guests coming to stay at the resort or leaving the resort will have transport provided by their ferry operator. To ensure seamless transit from the ferry to our resort on arrival, and from our resort to the ferry on departure, please confirm your transit arrangements with your ferry operator.




What should I wear in transit?


Nusa Lembongan is a tropical island. To get to the island you will be boarding on and off a boat from the beach - this means walking through the sand and your feet getting wet. Once you arrive at Nusa Lembongan, many of the roads are not sealed, and the 150m walk to our hotel from the main street is also down an unsealed laneway. It can be dusty in dry season, and wet and a bit muddy in wet season. We suggest wearing shorts and sandals or thongs to make your transit easy.




What time is check in?


Check in time is between the hours of 2:00pm and 8:00pm. If you arrive at our hotel before check in you are welcome to leave your luggage with reception and use the beach lounge facilities. Then come and see us again after 2:00pm and we will be ready to check you in.




What time is check out?


Check out is before 11:00am. If you are on a boat that is departing Nusa Lembongan later in the day, you are welcome to spend your last special moments on the island at our beach lounge at Ohana's and enjoy complimentary access to the beachfront amenity. On the day of your check out, if you have booked your boat through us, your boat company will have transport collect you from the end of our laneway. Please make sure you leave sufficient time in the morning of your departure, to check out, and get to the pick up point so you do not miss your boat.




What is the best way to communicate on Nusa Lembongan?


Phone reception can be patchy on Nusa Lembongan. We communicate internally using WhatsApp which can be downloaded on a smart device. Most businesses, taxi drivers, tour guides & restaurants use WhatsApp.

We suggest downloading the WhatsApp application and adding us prior to you coming to Nusa Lembongan.
Our number is +62 811 3960 0787.

WhatsApp is the fastest and easiest way to communicate with our team.




Free pick up service to the beach club and restaurant


We offer a free pick up service for the beach club and restaurant to bring you to the venue on a first come, first serve basis, subject to availability.

There is a button at the top of the webpage to book the pick up service, or for last-minute enquiries message us via WhatsApp for the fastest response: +62 811 3960 0787.

It is a shared service so you may have other guests in the vehicle, and other drop offs and pick ups along the way.

Please be waiting at your pick up spot at your booked time, as the shuttle will not wait if you are not ready as it will have a schedule to follow.

In peak times, please expect to be flexible if you want to take advantage of this free service.

If the free service is not available, or has been booked by someone else, we can help you organise alternate transport at a fee.

Note, if we organise transport for you, it is with a third party and we take no responsibility for the fees.

We may give you a rough priced based on our experience (which you could use as guidance in your negotiation with a driver), though it is up to you to negotiate the rate with your driver prior to commencing your trip.

If our free shuttle service is already booked, transport on the island is generally very reasonable, especially compared to what you would expect to pay to get to your favourite restaurant or pub in your home country.

We've had a few guests lose perspective in the past over a "few dollars" for a taxi fee, so try not to be that person, and remember that you're spending money in the local community and helping the locals out who have had a rough time recently.

If you don't want to need to wait around, share the service, or if you have particular plans we suggest booking your taxi in advance. Most hotels and villas will have staff to help with this.

There can be unexpected traffic or delays around the island, including delays picking up other guests, so make sure you plan well ahead as we cannot take responsibility for this.

Our service is a pick up service only.

We can help book you a taxi for your return journey though the rate will need to be negotiated by you with the driver. Please always confirm the rate with the driver before your journey commences.

Whilst we can help in booking you a taxi, Ohana's does not manage the taxi services and cannot be held liable for any related issues including no-shows, slow transit times, or fee disagreements.





Island info

What is the internet situation on Nusa Lembongan?


The internet on Nusa Lembongan is still at times patchy though Ohana's does use the best provider available and offers high-speed wifi connectivity. We cannot guarantee up-time 100% as this is often out of our hands though we find the internet is pretty good the majority of the time. Overall, the internet is fine for general use though it might not have the same bandwidth capabilities for streaming or gaming as what you are used to at home.




What is the electricity like on Nusa Lembongan?


The power on Nusa Lembongan does go out fairly regularly. We have a generator that provides back-up power to all of our rooms, villas and the beach lounge for when the electricity goes out. The generator is available 99% of the time, unless it is down for maintenance for some reason.




How long should I spend on the island?


That is really a "how long is a piece of string" question. We find most first-timers to the island wish they could stay longer then what they had booked​. Generally 3 or 4 nights for first-timers is a decent place to start though many repeat guests end up spending a week or more with us.




What is the quality of the water on Nusa Lembongan?


Nusa Lembongan does not have central fresh water infrastructure.

Our property is one of the few on the island that have fresh water from the showers and taps.

We have invested significantly in an on-site desalination system, similar to what would typically be found on a super yacht or cruise ship, that turns salt water into fresh water. This water is fed to the resort.

When you are not on our property, remember that the water is not okay for drinking and it will typically be salty.




How do prices compare on Nusa Lembongan to Bali?


As you explore Nusa Lembongan you may find that relative to Bali the cost of goods and services are generally higher than Bali. This is not the locals trying to “rip you off”. Rather it is the locals passing on their genuine increased cost of business.

Being a remote island, almost everything sold on Nusa Lembongan comes from Bali or further afield.

All businesses on Nusa Lembongan incur significant additional costs when it comes to porters, land and sea transport, storage and general infrastructure requirements.

As example, the cost to build on Nusa Lembongan is roughly double the cost to build the same building in Bali. Petrol and diesel is roughly twice the cost of Bali and electricity is significantly more expensive. Ice for a restaurant is five times the cost of what ice can be purchased for in Bali (a 1kg bag of ice costs Rp 25k on Nusa Lembongan where as that same bag of ice would cost Rp5k in Bali). There is no centralised water infrastructure or waste management services or infrastructure meaning businesses each need to figure this out for themselves and manage the costs associated.

Ultimately, this means for nearly all businesses on Nusa Lembongan they have significantly higher overheads than a similar business would on Bali.

This all translates to the costs being passed on to consumers.

A massage will generally be a bit more expensive than what you would expect in Bali. Items from the convenience store are a little more expensive. Beer, alcohol and food is all more expensive than Bali. Accommodation is generally more expensive, and to rent a scooter and fill it up is also a bit more expensive than Bali.

We don’t say any of this to put you off the island, it simply helps you to understand why things are the way they are.

Nusa Lembongan is an incredibly beautiful island that has a charm which is difficult to replicate in Bali. The island is still very affordable for most travellers though we think it is useful to remind guests in advance that they are in a different area to Bali mainland with very different economics and explain some of the reasons behind the cost variance they may see between Bali and Nusa Lembongan.




What is there to do on Nusa Lembongan?


There is loads to do on the island, from dining experiences, to shopping and relaxing, to exploration, water sports and adventure activities. Our resort is an ideal base for exploring Nusa Lembongan, Nusa Cenengan & Nusa Penida, which are all easily accessible for daily exploration. We have a section on our website under the activities & tours tab with some ideas on different activities and things to do and see. If you speak with our reception either before you arrival or once you arrive we can help you with coordinating and booking your activities with the most reputable providers. We can help you with you bike rental or golf buggy hire, booking massages, surfing lessons, scuba diving and snorkelling, day trips around the island or to nearby islands, and much more!




Are there ATM's on Nusa Lembongan?


Yes, there are ATM's on Bali though they are not known for always being reliable. Many small restaurants and local operators do not have credit card facilities so it is always good to have cash on Nusa Lembongan. Larger properties and businesses will generally have credit card facilities. We suggest bringing enough cash with you for your expected day-to-day activities whilst exploring the island.




What is the weather like on Nusa Lembongan compared with Bali?


The weather on Nusa Lembongan is very similar to Bali except for Nusa Lembongan often has a shorter wet season than Bali mainland and receives less rain overall than Bali. This means the "dry season" is often longer in Nusa Lembongan and often when it is raining in Bali it will be sunny and beautiful on Nusa Lembongan. Generally from April to mid-November there will be little to no rain, from mid-November till mid-January there will be some rain (often an afternoon shower or over night shower, and from mid-January till the end of March there is often more rain. During the wet season it is still incredible beautiful and relaxing and most activities can still be enjoyed.

We think travelling in November to mid-December is one of Nusa Lembongan's best kept secrets. Often it will be raining heavily in Bali at this time of year though Nusa Lembongan often has brilliant weather and less crowds.





Resort

Do you have family rooms?


Of course we do! Ohana's means family and we are all about bringing families and friends together.

Our rooms have the following capacities:

- Deluxe garden room | Super king or 2 x King Singles | 2 person maximum

- Junior suite with pool view| Main bedroom - Super king or 2 x King Singles | Living - lounging (ideal for 2 people staying in suite, or Super king or 2 x King Singles | 4 person maximum

- Suite with pool view | Main bedroom - Super king or 2 x King Singles | Living - lounging (ideal for 2 people staying in suite, or Super king or 2 x King Singles | 4 person maximum

- 3 Bedroom villa with private pool | Each bedroom can be set up as Super king or 2 x King Singles | 6 person maximum

Note, maximum occupancy does not include a crib which can be added. Please contact our team for price and availability.
Separately, we also have a range of luxury private 1-bed, 2-bed & 3-bed villas under our Aqua Nusa brand. Each villa at Aqua Nusa varies in terms of number of bedrooms, finish, features and aspect/view.

If you are looking at staying with us at Aqua Nusa then browse through the Aqua Nusa website where you can see images of each villa and its surrounds and information specific to that villa.

We are often fully booked so if you make a mistake it is unlikely that we will be able to move your booking to a different villa or room the time of your arrival.

If you have any questions about your accommodation then please ask those at the time of booking.




Are children and babies welcome?


Yes, we are a child friendly property. Our venue is constantly evolving to improve the experience for all guests.

We try to create variety of spaces through the property so those that want time away from children, can also do so.

We do have cots for babies that can be put in your room. Please enquire at the time of booking regarding cost and to ensure this is booked for you.

We also have high chairs in the restaurant at Ohana's.

Kindly note the following safety regulations regarding children:

- Our pools do not have safety fences.
- Children must be accompanied by an adult at all times.
- Children can use the pool up until 6:00pm under parental supervision.




Are Ohana's and Aqua Nusa on the same property?


Ohana's and Aqua Nusa are not located on the same property.

Ohana's is located on the beachfront in Jungut Batu village.

Aqua Nusa is located about 1km away on the hill at Jungut Batu village.

Both properties occupy prized positions on Nusa Lembongan, Ohana's is beachfront in the heart of the village, whilst the villas at Aqua Nusa benefit from being located on the hill at Jungut Batu with views across the ocean and village.

We offer a complimentary shuttle to bring guests staying at Aqua Nusa villas to and from Ohana's to enjoy the resort facilities.

If you are looking for a more quiet, private villa experience then Aqua Nusa is the place for you.




How many people per bedroom?


We have a policy of a maximum of two-people per bedroom included in the price. All of our beds can be separated to two king singles. If you would like your beds separated you must let us know 48-hours prior to your arrival or we will set up each room as a King-sized bed by standard. We may allow an additional guest in each room and provide bedding where room size allows for this. Extra bedding is available on first come, first serve basis and subject to availability. Please provide us with notice of your requirements at the time of making your booking so we can prepare your room. If there is an extra person that extra person is charged at rp 500,000 per night regardless of whether additional bedding is provided or not. If we find more than the maximum number of allowed guests sleeping at the villa your party will be asked to leave immediately with no refund. The extra person charge does not include breakfast and that can be purchased additionally. ​​




How can I pay for my booking?


When booking direct through our website, you will be directed to our secure payment gateway where you will be asked to enter your credit card details. We do not have access to your credit card details and no information is stored following the transaction. Your booking will not be secured or confirmed until we have received the full amount of the booking.




Do you have credit card facilities?


We do have credit card facilities available, though all bookings must be paid in full prior to your arrival with us. You are welcome to pay for any additional purchases on credit card when you check out. Please be mindful that as we are on a remote tropical island, even the credit card facilities can be patchy from time to time, so bringing cash to the island is a good idea. We can also set up an online invoice for you if there are credit card issues for some reason.

We do suggest bringing cash with you to the island as sometimes the ATM machines on the island may not be working.




Is the beach club noisy?


Our beach club and restaurant are vibrant and popular venues for both resort guests, and people visiting the island.

For guests staying with us, it is important to note that during the day and evening the beach lounge does play funky music.

Whilst our music is at a "reasonable level", and we are not a rave party, often music can be heard from our rooms, especially the "deluxe garden rooms" and the 3-bedroom villa as they are located closest to the beach lounge. There will be music playing in our beach lounge throughout the day and evening.
If you are looking for a "quiet, nature only" experience, then Ohana's is probably not the right place for you on this occasion and one of our luxury private villas at Aqua Nusa is a more suitable offering.

Our most quiet rooms are the "Pool view suites" and "Junior pool view suites" which overlook the resort pool and are furtherest away from the beach lounge.




Do you have rooms with baths?


Our premier pool view suites all feature a free standing bath.

For an additional fee we can provide you with a rose petal bath experience. Please speak with our reception team for further information.




How far is it to the beach from the resort?


Our resort is located directly on the beach front. You step directly from our beach club onto the beach.




Location


We are located in the heart of the main village of Jungut Batu.

Our resort occupies arguably the best location on the entire island.

Situated directly on the beach front and in the town centre with shops, restaurants, spas, yoga studios and activities all within easy walking distance.

Google maps location




Do you have a 24/7 reception?


Yes, we have a 24/7 reception.

The receptionists are there to help you with your needs during your stay.

Some common things our receptionists can help you with are:

- Bike or golf-buggy rentals
- Activities with tour providers such as snorkelling, scuba diving, surf lessons and more!
- Transit to-and-from Nusa Lembongan - Day-trips to other islands




In-room guide (download)


Follow this link to download a soft-copy of your in-room guide. We suggest downloading this document prior to your stay.

If you are coming from far away, it will make for some easy reading to some time and you'll be a "know-it-all" before you even get here!




Room service


Room service can be ordered via WhatsApp +62 811 3960 0787.

Please see wine & dine for a copy of our menu's.




Communication in the resort is via WhatsApp


We communicate through the resort via WhatsApp.

Our number is +62 811 3960 0787.

Please download WhatsApp and add us when you arrive.

You can use this number if you need assistance with your room, to order room service, or just for any questions that you need help with.




Is there fresh water at the resort?


Nusa Lembongan does not have central fresh water infrastructure. It is a small tropical island with no fresh-water table.

Our property is one of the few on the island that have fresh water from the showers and taps.

We have invested significantly in an on-site desalination system, similar to what would typically be found on a super yacht or cruise ship, that turns salt water into fresh water.

This water is fed to the resort so you can enjoy a fresh shower after a day full of beach activities and exploring!





Policies

Cancellation policy


Ohana's operates a strict cancellation policy and we will operate within the terms of your booking. This extends to reasons that may be out of your control such as natural events which disrupt your plans.

We advise guests to carefully select a room rate that has appropriate flexibility to suit their situation and protect themselves against the unforeseen. Guests should also take out appropriate travel insurance that affords the level of protection wanted to cover against unforeseen events.

In light of Covid-19 in particular, please ensure you book a rate with terms suitable to your requirements.

For full details on the terms and conditions of staying with us then see our terms and conditions page.




Travel insurance policy


We strongly advise all guests to take out travel insurance relevant to their circumstances (known and unknown) prior to booking to stay with us!

If you can afford to travel, then you can afford travel insurance. If you want to self insure (i.e. not take out travel insurance), that is also your choice. Just please do not ask us to act as your insurance provider in the event that your circumstances change.

Please be aware that not all policies are the same.

We are located in a third world country; there is a greater likelihood of things going wrong then if you travel in your home country. It is important you are covered for travel disruption for whatever reason or if there is a medical emergency.

All guests should take out travel insurance before making bookings and select a policy that protects them from events and circumstances that they want to be protected for. Please ensure you choose an appropriate travel insurance policy that covers you from events that you may want to protect yourself against. Do not assume that all travel insurance is the same, and we encourage guests to take out the most comprehensive travel insurance available. There are a range of types of travel insurance that guests have the option of taking out to protect themselves and like all insurance, the coverage depends on the quality (and often price) of the plan which is a choice everyone has to make when travelling and deciding what unforeseen events they may want to protect themselves against. Read carefully and understand your booking terms and conditions and travel insurance terms and conditions.

Please carefully understand your booking terms and travel insurance policy and what it does and does not cover and choose a policy that protects you from events you wish to be protected for. Some travel insurance policies are more comprehensive than other policies and will protect against force majeure, war, political disruption, travel bans, natural disasters, pandemics and other more extreme events as well as have higher rates for compensation.Travel insurance is your way to protect yourself against these events. Unfortunately we find that too many people fail to choose rates with flexibility that suits them or take out the appropriate insurance to cover themselves for unforeseen travel circumstances. We are too often asked to wear the burden of guests having a change in circumstance or for situations that are outside of our control. Rate selection and travel insurance is our guests responsibility - please do not ask for us to to change your rate terms after you have booked or act as your insurance company in the event that your plans are disrupted or if your insurance company does not cover you.

More information on travel insurance and the terms and conditions of staying with us then see our terms & conditions page.




Filming and photography policy


Hand-held cameras, selfie sticks, video cameras and smartphone cameras are all welcome at Ohana's. We do not permit drones in the venue for safety reasons though these can be flown from the beach so long as they are not noisy and disturbing our guests. We do ask that all guests are courteous regarding their use of film and photographic equipment and management reserves the right to have guests to stop any filming or photography on site.

Photographs or videos taken by you must be for your own personal use and enjoyment and not for any commercial purpose without express permission of management. Fees apply to use our venue for commercial purposes and photoshoots.

Photographs posted to public social media or public forums by you may be reshared or used by us for commercial purposes without payment to you. We may use any photographs or video that we take of you for our commercial purposes without payment to you.




Pet and animal policy


You can bring your pet to the property as a day-visitor, though sit only on the beach front. Pets are not allowed in the hotel rooms or in-door areas.

Your pet must be kept on a leash at all times whilst on our property, and it is your responsibility to clean up after pet.

Whilst we are animal lovers, we prefer for people not to bring pets to the venue, as pets tend to attract the local animals that can be territorial.

We do ask that guests try not to feed or invite into the venue any animal as this causes ongoing issues. No pets are allowed on any furniture.

If your pet is disruptive (i.e. barking) or attracting other animals (i.e. the local beach dogs are often attracted to other dogs), we will unfortunately need to ask you to take your pet off the premises.

There are guests who prefer not to have animals around, and often small children, so please be mindful of other patrons.

Regarding the beach dogs and cats, they are generally well fed, and they do not need your food or left-overs. We encourage guests not to interact with the beach dogs as they are not trained and not pets so their behaviour may be unpredictable if you go near them.

We are proud supporters of the local lembongan vetinary service and donate regularly to support the animals and their welfare.

If you are concerned about any animal you see, there is a vet service on the island +6281339552118




Full terms and conditions


See our terms and conditions for all of the fine print.




Accommodation rates policy


We offer a range of rates to suit different guests circumstances and flexibility.

Our rates offer fair value for our offering considering location, cost of business, amenity, service and quality.

We are not a 6-star hotel, nor are we priced like one.

We are transparent in our pricing policy as we do not want guests to be disappointed with the terms of their booking.

If you have booked a less expensive rate, you are getting the room at better value, because you have chosen less flexibility. If you have booked a more expensive rate, you likely paying above market rate for the room, though you are getting additional features as you have benefit from the flexiblity of being able to cancel at a later date within the terms of your booking.

Generally when formulating rates, we take the following approach:

Non refundable rates. These rates offer a discount to what we perceive to be market value for customers booking in advance. This rate is offered as guests are paying in advance and forgoing any flexibility for a change of plans.

Partially refundable. These rates are what we consider fair market rate. Generally this will be a rate that offers guests a 50% refund in the event that their plans change, and they give us 30 days notice on cancellation. This rate, is generally what we consider to be fair market value for our room.

Fully refundable. These rates give guests lots of flexibility for cancellation, and mean we are taking risk that we will be left with empty rooms if guests cancel. These rates can have different notice periods for cancellation. The shorter the required notice for cancellation, the higher the price, as we are essentially acting as your insurance provider should you cancel up to that time. These rates are generally above what we consider market rate for our rooms as their is a premium to pay for the added flexibility and we are building in the cost that a certain percentage of these rooms will cancel and we will not be able to fill the vacancy.

Cooling off period. We offer a 4-hour cooling off period on all bookings. Should you cancel or change your booking for any reason you will be refunded in full.

All bookings require full or partial payment (depending on the rate term) to secure the booking. This includes fully refundable rates and partially refundable rates.

We do not offer rates where no payment is required at the time of booking. We do offer rates with a 50% deposit now and a 50% deposit 60-days prior to check-in. We also offer rates with varying flexibility.

For our cheapest promotional rates, full payment is required at the time of booking.

The reason we require payment at the time of booking, is unfortunately there are people who "double-book" multiple hotels and then cancel the ones they don't want to stay at, at the last minute, giving little/no chance for an alternate booking to be secured.

Whilst un-ethical, it is easy for people to do this with no effort as they haven't made any payment in advance. Unfortunately it is a growing problem, even moreso in light of Covid-19. When we collect a payment in full or a partial payment at the time of booking, we know the guests are serious and not going to try and not going to cancel last minute leaving us unable to re-book rooms.

As most of our guests are international, guests typically plan their travels 60+ days in advance, so if people cancel on us within that time it makes it very difficult to secure alternate reservations. Our average booking lead time is actually 4-months in advance of stay. For high-season dates, we are typically booked out 4-6 months in advance.




Food & beverage pricing policy


Our pricing has designed to be fair in consideration of a variety of factors, and even with our additional costs of trade, generally you are getting a lot more bang for your buck than you would being at a comparable venue elsewhere in the world.

Being on a remote tropical island, things are a little more expensive than what you would find in Bali - not the other way around.

Probably because we are so close to Bali (we can see Bali from our resort as it is only 15km away on the other side of the Badung Strait) people coming to Nusa Lembongan often don't realise the added costs that go into operating a venue on the island.

Just about everything we serve you (except for perhaps some seafood we might source from a local fisherman) has been transported to the island from Bali at some point in time - whether it be the materials for our building, the day-beds you relax on, the staff who serve you, right down to the mint in your mojito. This process incurs signifcant additional cost and logistical challenges.

The most simple example we can give you is the cost of ice! The cost of 5kg of purified, restaurant quality ice that we use to make your beverages, is 5x the cost of that same bag of ice if we were a restaurant in Bali.

Our offerings are priced considering a whole range of factors including:

- The location of our venue. Our venue is located in arguably the best location on the entire island of Nusa Lembongan. Absolute beach-front in the heart of the main village with the perfect aspect for west-facing sunsets. White beach with crystal clear beautiful water for swimming. World class surfbreaks at our doorstep.

- Fresh produce. We use top-quality produce sourced both from the most reputable local vendors in Indonesia and further abroad as required. Nusa Lembongan does not have meaningful primary industry, so all product is at very minimum transported from Bali which carries additional costs.

We know we could put meals on your table that essentially look the same (and probably taste similar but are full of nasties) by using lesser quality ingredients, and charge you less, but that is not what we are about. We want to put top quality yummy food on your table and charge you a fair price for doing so.

- Alcohol. We use only top-quality imported spirits and wine. Imported alcohol into Indonesia is very expensive due to high import taxes. You will no doubt be able to buy one of our Australian wines, cheaper in Australia, because the import tax into Indonesia adds signifcant cost.

If you are finding venues offering a like-product for meaningfully cheaper than what we are offering, they are using a cheaper substitute. Don't be fooled by a "re-labelled" alcohol, or a cheaper local version of a spirit or an arak based alcohol with flavour additives.

When you dine with us, you have peace of mind that you are drinking top quality imported spirits and wine.

We know the margins to operate our business and we know what goes on elsewhere. If something is too good to be true, it probably is.

- Tax and service. As it common in many South East Asian countries, tax and service are added on to your bill.

The tax that is added on to your bill is a local tax that goes directly to the local government. It is literally passed from you to us to the local government. It is reported on and paid monthly.

The service charge goes directly to our staff, and is an addition the their wage. The service charge encourages our staff to provide a better service to you.

A lot of the effort that goes into putting food and drinks on your table goes on behind the scenes, including ordering and purchasing, transport, storage and preparation, before a member of our team finally delivers the item to your table.

To make it fair for all staff, including the ones working tirelessly behind the scenes, service is distributed evenly to all staff so each team member shares an equal slice of the service charge.

The tax and service applicable to any order will be transparent on the menu you order from.

- Build and venue costs. Our venue is not a few plastic chairs slapped under a tin roof. The cost to build a like-for-like venue on Nusa Lembongan is roughly twice as expensive as Bali.

- Staffing cost. Labour on Nusa Lembongan is significantly more expensive than Bali. Staff salary and allowances are higher than mainland Bali. We are proud to pay our staff in-line or above the award wages and our employment conditions are well above local standards. All of staff receive insurance coverage for themselves and their families, a daily meal allowance, fair work hours, leave entitlements, an additional month salary (we pay a bonus month salary once per year so staff are paid for 13-months per year, not 12-months), and proper human resources department. Dining with us means you are supporting fair labour and contributing to a better livelihood and work conditions for the local people.

- Credit card surcharges. We offer credit card facilities, though we are charged by payment intermediaries to accept your payment via credit card.

You are welcome to pay cash to avoid additional credit card surcharges.

If you would like to use our credit card facilities to pay for your bill, we will pass on the credit card surcharge. Applicable credit card surcharges will be available on the menu you order from.




Complaints & resolution policy


Firstly, if we have made a mistake, or if something is not quite right, we do apologise.

Be rest assured we have policy and procedure in place to make things right.

Firstly, if there is an issue, you need to let us know as soon as possible!

Our staff are friendly and helpful. Though they have not yet perfected the art of mind-reading.

If you don't tell us of an issue, we cannot fix it for you.

Most issues are a quick and simple solve, and if we have made a mistake, we want to fix it!

Please don't sit and stew on something and let it ruin your day;

- If we've over-cooked your steak, tell us, our chef will cook you a new one.
- If housekeeping missed something in your room, let us know, we'll send housekeeping straight away.

Don't let these things ruin your experience in our tropical paradise!

Whatever it is, if you're not happy, then let us know. So long as your issue is reasonable, we can take steps to resolve.

The island is rustic, and naturally things don't go as smoothly as being in a big city, but that's probably why you're here in the first place. We are not perfect, and we make mistakes. Even the most highly paid professional athlete drop the ball from time-to-time.

We would much rather resolve a mistake and make it right whilst you are dining with us or staying at our venue, and put a smile on your dial, rather than hear about it a week later on a review website when you are no longer on the island and there is nothing we can do to fix it.

We do expect guests to always treat our staff with respect and dignity. If a mistake has been made, that is not an excuse to be rude to, threaten, intimidate or abuse our team.

Please be mindful, that there will be some situations where the waiter, receptionist and/or shift-managers are not able to resolve your issue there and then.

They may not have the authority to act on a matter, may not be able to process or reverse a certain transaction, or they may be unsure as to how best to assist.

If the most senior person on duty cannot assist you there an then with your issue, our internal process is for our team to either take your details or ask you to fill out a complaints form on our website which goes directly to our senior management for resolution. If the matter is not life threatening, our senior management will respond as soon as is reasonably possible.

If for whatever reason, you do not get the assistance you require there and then, we do have a complaints form available on the terms and conditions section of our website.

These complaints go to senior management who will work directly with you to listen to your complaint and resolve in a timely manner.




Sustainability policy


We believe in contributing positively to the locations where we operate. We feel that good global citizens should be conscientious in their actions and have a positive impact on their areas in which they exist. Our aim is to operate in a sustainable manner and contribute positively to both the local community and the environment. For us, this sustainability stems from our leadership and is at the core of our values. Sustainability to us is not just about the environment, but also the community, and our relations with all stakeholders. Our Founder & Managing Director has a keen interest in sustainability with Masters in Commerce majoring in sustainable development and that interest influences the rest of our operations.

This policy talks mostly about environmental impacts, though you will find other policies on our approach to sustainability with our staff and the community that we operate in.
Some of the biggest environmental challenges facing small islands like Nusa Lembongan that are swelling with tourism and lack in significant infrastructure are the disposal of single use plastics, the vast amount of fresh water consumption from a small fresh (brackish) water table and the amount of detergents and cleaning products that are put into the environment. A few examples of initiatives we have in place include: Waste separation Our waste is separated after leaving the resort for recycling. Organic waste is used for animal feed by the local farmers. No single use plastics We do not use single use plastics around the resort. You will find glass water bottles in our rooms and at our dining venues. All bottles and cans are sent back to their respective suppliers for recycling after use. Housekeeping Housekeeping is done daily, though we change (replace) linen every second day. This reduces the amount of laundry detergents and saves water. We encourage guests to hang their towels to dry and re-use towels as often as possible before changing. Bathroom amenity Our bathroom products are no longer single use, in single use containers. We instead use re-fillable pump bottles with luxury products free of nasty chemicals Bio-degradable packaging The packaging we use for our take-away is bio-degradeable

Sewage treatment plant

Our sewage treatment plant turns black water from the resort into reusable grey water “Class A effluent” that is suitable for landscaping and is at the forefront of sustainable waste water management. In practice, what this means is water from our showers and toilets and waste from our kitchens and bars goes through a purification process that turns it into safe water to be re-used on our gardens. So rather than water being wasted down the shower or those nasties being pump straight into the ground, it all goes through a bio-degradeable process in our sewage treatment plant and recycled for us on our gardens.

Desalination plant

Tourism has put substantial pressure on the local fresh (brackish) water table. This affects both the local community that relies on this water table and the eco-system. Our state of the art desalination system significantly reduces our use and reliance on the local water table as we turn ocean salt water, into fresh water that is use in the resort. We are one of the few properties on the island to invest in this infrastructure. Cooking Our kitchen does not use MSG, margarine or refined oils. We also do not engage in the practice of selling or using “gutter oil”. A common problem in Indonesia is cheaper venues using second hand oil (known as gutter oil) in their cooking that is purchased from other venues (often the more expensive restaurants and resorts). They buy this oil because it is significantly cheaper.

If you get a “sticky” taste in your mouth and throat after eating at a local restaurant, it is likely the oil used is gutter oil that has been sold from one venue, to the next, down the food chain so to speak. The use of gutter oil is known to cause significant health issues.

We do not participate in the practice of selling gutter oil, and certainly not using it! Through putting your trust in us you can be assured that we are one of the leading businesses in the area that does its part to improve the local area. Where possible we ask our guests to try to think about the environment, and the environmental challenges that are faced by a small island like Nusa Lembongan so we can do our part to preserve the island’s natural beauty for future generations.

We thank you for participating in our effort to make the world a greener place.




Progressive employment policy


As leading employer on Nusa Lembongan with around 120 full-time staff on the island we promote industry leading employment conditions.

98% of our staff are local Indonesians from various parts of the country. Around half of our staff are from the immediate Nusa Islands (Lembongan, Ceningan & Penida).

We support and train local talents and empower them to be good participants in the local community.

We do this through bringing our “western business practices” to the local people, as well as engaging external consultants to teach our staff and put our staff through training programs.

Understandably, some of the basic working conditions that we have in place may be taken for granted in other parts of the world. In the local community however, we are at the forefront of fair employment conditions.

Our staff all have structured working hours, breaks and time off work.

We have an in-house human resources department that handles recruitment and ongoing employment including any disciplinary matters. Staff are treated fairly with written warnings, training programs, and contracts with terms of employment.

All of our staff are assisted to set up a bank account at the time of their employment, and salaries are paid monthly into bank accounts.

Our minimum wages for our staff are 20% higher than what is typical in Bali and all of our staff receive an even monthly distribution of service fees that have been accumulated.

All of our staff and their families are covered by health insurance which is paid for by the Aqua Nusa Group.

And all of our staff also receive an extra months salary at the key celebration of their religion each year - meaning our staff are all actually paid for 13-months of the year as opposed to the 12-months that they work.

Our staff also receive above standard entitlements for religious holidays and time away from work to be with their families, and sick/carer's leave.

Not only does this make us an employer of choice and a desirable workplace, but it also sets the standard for other businesses in the area to follow to lift labour standards.
Ultimately we feel that these steps go towards improving the standard of living of the locals in the area.




Equality policy


We are proud to promote equality of gender, sexuality and religion.

Within our business we have an international staff with all sorts of heritages, backgrounds and preferences.

At the time of writing, half of directors, half our heads of department and half of our senior management roles are occupied by females and the other half by males. Overall staffing is comprised 37% female and 63% male.

Staff are remunerated on their merit and abilities, not on their gender or otherwise.

The religious make-up of our staff includes people who identify as various streams of Hindu, Muslim, Christian & Aethiast amongsts others.

As a group of people who work together and spend time together we are proud to be able to work harmoniously, respect each other and value each others choices and differences.




Local initiatives


We are proud to regularly involve ourselves in a range of local initiatives to support the community we operate in.

Here are a few of the initiaitves we have participated in:

Supporting the younger generation

It is important to us to try to reach the younger generations so they can pick up good habits from a young age.

We work with the local schools on Nusa Lembongan to educate the students on the importance of maintaining their natural environment as well as educate them about nutrition. We support the school with various supplies such as white boards, educational posters, books, pens and pencils.

As part of our contribution to the local community we also take on about 30 students at different times in the year for work experience. Students work in various departments and learn valuable life skills. Upon completion of the work experience students are provided with a certificate to support them with future employement.

Zero Plastic Lembongan

We also are proud to be a founding and regular financial supporter of Lembongan Cleaning and Zero Plastic Bali. These organisations are at the forefront of educating the local community on waste management practices, improving recycling, and actively removing rubbish from around the island. See: zeroplasticlembongan.com

Lembongan surf team

Another community group that we are proud to support is the Lembongan Surf Team. We provide funding to assist with training, equipment, competition entrance fees as well as provide specific individual sponsorship to the most talented surfers on the island. This helps promote a sense of community and something to be proud of and aim for. See: www.lembongansurfteam.com

Paws of Lembongan

If you have come from Bali or other parts of Indonesia something that may be apparent on Nusa Lembongan is generally how healthy the street animals are. Animal welfare is an ongoing issue in Bali and Nusa Lembongan.

We contribute monthly donations to “Paws of Lembongan” which is a community initiative that enables us to look after animals in need on the island.

Through Paws of Lembongan there is a full time vet on the island, who amongst other things, aims to save animals from bad homes where they have been mistreated, find new loving homes for animals, vaccinate and sterilise the wild dogs and cats to control their numbers. See: www.pawsoflembongan.com




Supporting small business


Our boutique resort and beach club is a family owned Indonesian registered business.

Our Australian expatriate owners live in Indonesia and profits are retained in the country and spent in the local community.

We are not a big hotel chain or multi-national corporation sucking profits out of the country and local community.

Our business has a knock on effect of supporting literally hundreds of local families, whether it be through direct employment, contractors, agents or suppliers.

Where possible, we prefer to shop small and shop local, but not at the sacrifice of quality.

A few examples of this are:

- In our restaurant where you will find all of our produce is ethically sourced and where possible we support local producers. Bali is home to some incredible produce, especially in the nutrient rich northern part of the island.

In saying this, some items we choose to import where we do not think we can source as good a quality product locally. Australian beef is an example of a product that we choose to import as are all of our alcoholic spirits and wines.

- When you book your ferry or a tour, it will be with a local tour guide, again the money goes into the local community.

- All of the linen goes to local laundries to be cleaned by small business operators.

- All of the builders, and suppliers for civil work, fit out, ongoing maintenance are locals.

Our 100+ staff each day are given a daily meal allowance to use at local warungs and support local business. This means that daily, through being able to employ our team, we are providing local warungs (many which foreigners do not dine at) with 100+ customers per day. Over the course of a year, that is 36,500 meals that our company buys in the local community!




Transparent service & tax policy


Like many parts of Asia, service and tax are added on to the bill so they are transparent to customers, rather then being embedded into the price.

Depending on where you are from in the world, bills may be calculated differently, and different parts of the world have different cultures around tipping.

At our restaurant and beach club the service charge is 5% and the tax charge is 10%. The service and tax on our bills are two separate amounts that are collected by the company and distributed monthly

For each bill, service is added to the total amount, and then under Indonesian law, tax is then calculated on the toal amount including service.

For example:

Base bill = Rp 100
+ Service 5% = Total including service Rp 105
+ Tax 10% = Total including service & tax Rp 115.50

Venues that transparently calculate and collect service and tax have better paid local staff, which in turn supports local families, and contributes more into the local government, which helps funds local community projects.

Service charge

5% is the service charge. This money goes directly to our staff and is in addition to their base wages. The service collected is distributed monthly.

Different venues have different service policies and different distribution policies.

Some venues will distribute higher portions of service to more senior staff.

We prefer to distribute service equally amongst all staff, as we feel that this is fairer to the entire team, especially junior staff who work just as hard as the senior staff.

Staff are paid base wages that vary according to their seniority and experience. The service charge however is distributed evenly by all staff, regardless of seniority within the business.

For example, the junior book-keeper, the head chef, the gardener, the janitor and the truck driver, all receive the same amount in the monthly service distribution. Base wages in Indonesia are regulated by the national government and are not large. The service charge adds to the basic income of staff and makes a big difference to improved standards of living.

The service fee is also a motivating factor for our staff to provide you with a good level of service.

Local government tax

The government tax goes directly to the local regency government (similar to council level government in other parts of the world). It is similar to VAT or GST in other parts of the world, though rather than being paid to the national government, this money is paid to the local level government.

The local government tax that is paid monthly.

This money is then used for the local community for infrastructure projects, improved education and health standards, and local initiatives such as recycling and food banks.

Supporting the local community

When you are staying and dining at properties that charge and collect service and tax correctly you are ensuring that a good portion of the money you spend is going into the hands of the local community, as well as local staff and their families.

It may save you a few dollars to stay and dine at properties that do not charge these fees correctly or minimise these fees as low as possible, but really it is the local staff and their families that suffer.

If there is not a clear service policy, then it is likely that less of the money you spend goes into the hands of the general staff, and more of the money you spend is retained by the business owner or a few senior staff due to unfair service policies.

Businesses who charge appropriate service and tax, and that have transparent policies around the distribution of these funds are contributing more to the local community and supporting better living standards and employment conditions.

Tipping

Tipping is generally a foreign concept, and not customary in Bali.

It is however welcomed by local staff and it is your choice if you would like to leave an additional tip - often small amounts will really make someones day!

When you tip someone, be mindful that the tip may go only to that staff person, and it overlooks the other 100+ staff whose efforts have all gone into making that service come together.

For example, the waiter may look after you at the table and be the most visible person to you so receive the tip, though behind the scenes it has taken the combined efforts of many to get to that point.

Someone had to run around and buy the produce and bring the produce to the venue. Multiple people in the kitchen and bar prepared the food and beverages. The venue has to be cleaned and maintained etc.

The service fee that is added to bills is already a motivating factor for the entire team to look after guests, and when you pay this, you know the the money is being shared equally by entire team that made the experience come together.