Dear Elena Protsenko,
Thank you for taking the time to share your recent stay with us.
We are receptive to constructive criticism and always look for ways to improve based on guest feedback but in this instance find your reviews quite unjust, for the benefit of other readers, I would like to address your snorkel tour include your "boat transfer" between Nusa Penida - Nusa Lembongan.
The snorkel tour you use is not part of our team member, at first you asked one of our team to help you to find snorkel tour service and Putu John has helped you to get the service include free drop off to Nusa Penida after your tour. However, in the end the captain was picking you up to Nusa Penida and took you to Nusa Lembongan again – this agreement made between you and the captain OR not the same as the arrangement booked at the beginning of the tour, so it is actually beyond our responsibility if there is an additional fee to be paid for the delivery service.
Our team does not know how the agreement is made in the end because the captain came to our staff and asked for a shortage of payments so that he passed the message to you and in the end our staff helped you to be exempt from the fee because the information is not delivered by the captain and that is very unfair. So I guess this is a bit wrong if you filed a complaint about the captain service and mentioned that our staff and management is NOT NICE. Maybe you should addressed it to the services of the tour provider. I'm sure this is a misunderstanding between you and the captain. However, I will express your disappointment to the tour providers in order to be an input for them.
We are aware that we work in the field of hospitality industry, therefore what we do promise though is that we always do our best to provide everyone who stays with us with the best service we can provide including accommodate your last minute pickup Fast Boat transfer request where the fast boat office was closed two hours before your request is filed.
I replied your request in the timely manner and promised to come back to day after by 9 AM, but less than 1,5 hours after your request, our team successfully accommodated your request and arranged it for you at a very special cost even cheaper than the website of the transport service.
I personally apologise for the luggage issue, I'm sorry you found my team to be unhelpful and unfriendly... to be honest it is the first such comment I got because the team member did not want or object to help you. Like most of the feed backs guests have posted to us, most of them write that my team member is very helpful, but I have been delivered your feed back to the relevant departments so that they can always put forward the hospitality as well as anticipate misunderstandings or mistakes in taking order and processing the bills that should be separated.
Once again thank you for sharing your feed back and we do apologise that this unfortunate incident has tainted your visit to Nusa Lembongan and your stay with us.
With kind regards,
SaZirka and POH Manis Lembongan family