One Day West Nusa Penida Tour (All Inclusive)

Lack of Communication & Poor Experience

Lack of Communication & Poor Experience Compared to other tour operators, the level of communication was extremely poor. We had to proactively follow up just to confirm our pickup time, whereas most tour providers typically reach out the day before. Even then, communication was difficult—we attempted to contact the company through the Viator platform and via text, but received little to no response. On the day of the tour, our driver arrived at 7:40 AM instead of the scheduled 6:30 AM. Due to this delay, we ended up holding the entire boat for approximately 30 minutes and only just managed to board. By the time we got on, there were no seats or life jackets available, which raised serious safety concerns. Additionally, the driver did not speak English, despite the tour being advertised as having an English-speaking guide. We had to rely on Google Translate, which made communication challenging and left us unclear about our itinerary. We were also promised a visit to Crystal Bay, but instead were taken to Orca Beach Club without explanation. It felt as though the driver was making independent decisions, and our concerns were not acknowledged, leaving us feeling unheard and unsafe throughout the experience. When we requested to return to the port, the driver left us at Orca Beach without assistance. Thankfully, another driver eventually helped us get back. At that point, we were genuinely concerned about being stranded, especially since return boats were already full. To make matters more uncomfortable, the driver repeatedly took photos of the three women in our group without consent. We had to explicitly ask him to stop, as it made everyone feel uneasy and unsafe. Overall, it is clear that the tour operator, Telaga Waja River Rafting, misrepresented their services. We did not receive the experience we paid for and felt unsafe at multiple points during the tour. Unfortunately, this ended up being the worst part of our vacation.

Response from the operator: Dear Guest, Thank you for taking the time to share your feedback. We sincerely regret that your experience did not meet your expectations. However, we would like to clarify several points regarding your review. First, we respectfully disagree with the statement that our team failed to provide communication and service. Our company has always been committed to delivering the best possible experience for all guests, and we make every effort to ensure smooth tour operations. On the day of your tour, there was an unexpected major traffic disruption caused by a road accident, which resulted in severe congestion and temporary road closures in the area. Unfortunately, this situation affected our pickup schedule from Bali Tropic Hotel and was completely beyond our control. We sincerely apologize for the inconvenience caused by the delay. During the situation, our team remained committed to ensuring that you could still participate in the tour. As we understand it, you eventually decided to arrange your own transportation to Sanur Port, where our team successfully met and assisted you so that the tour could continue. It is also important to note that this was a shared tour with other guests. The other participants who joined the same tour on that day completed the experience without any complaints regarding the itinerary, transportation, or services provided. Regarding the itinerary, operational adjustments may occasionally be necessary due to weather conditions, sea conditions, harbor schedules, traffic situations, or other circumstances beyond our control. Any such adjustments are made with guest safety and tour continuity as the highest priority. We take all feedback seriously, including concerns regarding communication and guest comfort. However, we do not agree with the characterization that our company intentionally misrepresented our services or neglected guest safety. These claims do not accurately reflect the efforts made by our staff throughout the day. We value every guest and continuously work to improve our services. While we understand that you were disappointed with certain aspects of the experience, we believe the review does not fully reflect the circumstances that occurred on the day of the tour. Thank you for your understanding, and we wish you all the best in your future travels. Kind regards, Management Team Telaga Waja River Rafting

via Viator

Beautiful experience

Really nice experience going on the speedboat to reach the island. Seamless experience as the tour guides communicate with each other so efficiently. Our tour guide was very knowledgeable and took great photos as well.

via Tripadvisor

Good tour to explore West Nusa Penida

That was a good day trip for us. We visited all of four famous scenic spots in West Nusa Penida. The weather was nice. Our driver was amazing. The roads, however, were so bad!

via Tripadvisor