Frequently Asked Questions
If you don’t find what you need, send us an email to email@example.com or call +62 361 720 331
The best way is with Bali Hai Cruises aboard our Bali Hai II vessel as part of our door-to-door transfer from your hotel in Bali to our resort on Lembongan and back. We set sail daily at 9:15am and the return journey starts boarding at 2.45pm (departs at 3.15pm reaching Benoa around 4.15pm subject to weather and ocean conditions).
▢ Why should we use Bali Hai Cruises transfer service from Bali to the resort?
Our service is tailor-made and specially priced for our resort guests. We pick you up from your hotel in Bali in one of our modern air-conditioned vehicles and take you to our private reception centre and wharf in Benoa. Enjoy our private check in desk, priority boarding, luggage service (to your room). Aboard the vessel you get a reserved table, cool towels, morning coffee/tea and pastries. We drop you off right on Mushroom Beach just a short walk from the resort reception desk. At the resort, feast on our delicious all-you-can-eat BBQ lunch on your day of arrival. Your entire journey is covered by our comprehensive liability insurance (Lloyds registered). All vessels are class-registered and conform to the highest international standards for health and safety, full time medic onboard, full time kid attendant. As an option (subject to availability), your return leg to Bali can be aboard our Aristocat sailing catamaran or our adventure Ocean Rafting vessel at no extra charge (check for availability after 12noon at the resort reception desk on your day of return).
▢ Can you pick us up at Bali Airport for our transfer/cruise to the resort?
No. Sorry but we cannot pick you up at the airport.
▢ Can you drop us off at Bali airport on our return cruise/transfer to Bali?
Yes. We can drop you off at the airport on the return journey. Care: We can experience weather and ocean conditions that delay our arrival in Bali. We may also encounter traffic delays en route to the airport. If you are intending to board a flight it is your responsibility to allow enough lead time. We recommend that your flight departure time be after 9pm.
▢ Can you drop us off at a different hotel on our return cruise/transfer to Bali?
Yes. We can drop you off at any hotel in South Bali including Ubud (but not Candidasa). We can also drop you off at the airport (but it is your responsibility to make sure you have enough lead time to catch your flight).
▢ We don’t know where we are staying in Bali. Can we still book your transfer service?
Yes. Go ahead and book your room and your transfer on our website. Once you know where you are staying in Bali, send us an email to firstname.lastname@example.org. We will reply by telling you the pickup time. Send us the email at least 24 hours in advance so we can arrange the pickup. We can pick you up and drop you off at any hotel in South Bali including Ubud (but not Candidasa).
▢ Can we buy a one way transfer with Bali Hai Cruises to/from the resort? How do we do it?
Yes (subject to availability). Make the booking online for your accommodation and, in the remarks field, tell us you want a one way transfer and in which direction (from Bali or from Lembongan). We will then confirm it by email and confirm the additional price.
▢ We arrive too late to take your transfer to the resort. Can you recommend another way to get to the island?
Sorry. We are unable to recommend other services mainly for safety reasons. We recommend you stay overnight in South Bali or Ubud and catch our Bali Hai Cruises door-to-door transfer from your hotel in Bali to our resort and back. You can book this transfer when booking your room online. Just look for “Additional Services”.
▢ If we use someone else’s transport to get to Lembongan can you provide transport from Jungut Batu to the resort?
No. We are unable to provide transport from Jungut Batu. We recommend you discuss this with the transfer company you are using.
▢ Can we get to the resort directly from Gili Trawangan?
Yes but not with us. We can confirm that at least one company operates a transfer service from Gili Trawangan to Lembongan but we are unable to recommend them due to safety concerns.
No. For many operational reasons our hotel management decides on the allocation of specific lumbungs.
▢ Is the bedding in each lumbung the same?
No. Some have a king bed (referred to as “Double” during the online booking process) and some have 2 single beds (referred to as “Twin” beds). We will do our best to satisfy your request for double or twin bedding but we can’t guarantee it. Our “family” lumbungs have space for a Cot or an Extra Bed or a Floor Bed or a Bunk Bed (but only one). The Cot suits an Infant (under 4). The Extra Bed suits a Child (4-14). The Floor Bed suits an Adult. The Bunk Bed suits 2 children (4-14). The bunk bed is not suitable for an infant (under 4) or an adult.
▢ Why are some lumbungs referred to as family lumbungs?
Our “family” lumbungs have space for a Cot or an Extra Bed or a Floor Bed or a Bunk Bed (but only one). The Cot suits an Infant (under 4). The Extra Bed suits a Child (4-14). The Floor Bed suits an Adult. The Bunk Bed suits 2 children (4-14). The bunk bed is not suitable for an infant (under 4) or an adult.
▢ Our child is small and can sleep with us in the same bed. Is that permitted?
No. We ask that you book a “family” lumbung or villa and ask for a baby cot.
▢ Can 2 small children fit in the family lumbung?
It depends on the age of the children. 2 children (4-14) can be accommodated in a family lumbung in a “Bunk Bed”. The bunk bed is not suitable for an infant (less than 4). So the bunk bed cannot be used if one of the children is under 4.
▢ How many Beachfront Family lumbungs do you have and what numbers are they?
Lumbung 6 and 7 are Beachfront Family lumbungs.
▢ How many Garden Family lumbungs do you have and what numbers are they?
Lumbung 17 and 18 are Garden Family lumbungs.
▢ How do we book 2 (or more) lumbungs on your website?
Click onbutton (on the left side at the top of the Check Out page). This will let you book several rooms before completing the payment details.
▢ How many villas do you have and how many people can stay in each?
Three. Each 2 Bedroom Pool Villa has existing bedding that suits up to 4 Adults. An additional bed (a Cot or an Extra Bed or a Floor Bed or a Bunk Bed – but only one) can be added to each bedroom to bring the total up to 6 Adults or up to 4 Adults plus 4 Children. The Cot suits an Infant (under 4). The Extra Bed suits a Child (4-14). The Floor Bed suits an Adult. The Bunk Bed suits 2 children (4-14). The bunk bed is not suitable for an infant (under 4) or an adult. Note: Our two newest villas opened for occupancy on 1 June 2017.
▢ Do you have any beachfront villas?
Not beachfront. Our villas are located inside the resort only a few steps from the resort pool and a short stroll from the beach but they are not “on the beach”.
▢ Do you have any accommodation without stairs that would suit someone who can’t climb stairs?
All lumbung have a staircase. Our 2 bedroom pool villas have no staircase but the entrance involves one small step at the gate and one small step to access the living quarters. Once inside, there are no steps to reach the rest of the villa. Bear in mind that several of the paths around the resort have stairs.
▢ Do you have rooms that would suit someone in a wheelchair?
No. None of our accommodation would suit someone in a wheelchair. The bathrooms are not suitably sized or equipped and there are no ramps to bypass stairs and steps.
Take our PADI Discover Scuba Diving course in Lembongan Bay with the Bali Hai Diving team.
• Total program time: 1:30 minutes • Price: Rp785,000
Learn to dive in 3 easy steps:
- Basic Scuba diving brief – Your friendly scuba instructor will spend a little time with you to explain the basic principles of scuba diving and give you an overview of your scuba gear.
- Confined water practice – Feel what it’s like to breath underwater for the first time! Your instructor will then take you to our custom made diving platform or pool to help you learn some basic scuba skills in shallow water.
- Let’s go Diving! Once you feel comfortable, you can go with your instructor for a discovery dive to a depth of up to 10 metres in the stunning Lembongan bay! Underwater you will spend from 30 – 45 minutes discovering a new world full of amazing colorful tropical fish and beautiful healthy coral!
Book your course at our Bali Hai Diving Dive Centre located at the resort or by email to email@example.com. The booking must be made 24 hours in advance.
The skills you learn during your Discover Scuba Diving experience may be credited toward the full PADI Open Water Diver certification.
Includes: • All diving equipment • All boat transfers.
Maximum guest to PADI Instructor ratio of 2:1
Price is current (1 July 2017) but is subject to change without notice.
▢ I want to dive during my stay. I have my Open Water certificate. What do you offer and how much do you charge?
We do up to 3 boat dives a day from Hai Tide Beach Resort, our base in Lembongan.
8:00, 10:30 and 13:00. We come back in between dives for a little break. Between dives 2 and 3 we have a lunch break. We choose the daily dive site scheduling based on requests from the guests, tides and weather conditions. We always try our very best to accommodate guest requests to see particular fish or visit particular sites but we must consider safety as our main priority.
Prices for daily boat diving: 1 dive – Rp 675,000, 2 dives – Rp 1,150,000, 3 dives – Rp 1,620,000
Discount of 10% from total invoice for more than 6 dives!
To confirm your booking before arrival please email – firstname.lastname@example.org
Bali Hai Diving Adventures policy for certified divers: For the safety of our guests with less than 15 dives or not diving within 1 year you must do a mandatory pool refresh or refresh dive in Lembongan Bay before joining our boat diving program.
Lembongan Bay dive – Refresh dive – Rp 610,000, Pool refresh – Rp 270,000
Schedule and prices are current (1 July 2017) but are subject to change without notice.
▢ I want to take a diving course while I stay at the resort. When does your next Open Water course start and how much does it cost?
We have PADI Open Water courses starting daily and can book your course to suit your schedule.
The course takes 3 days and the cost is Rp 5,265,000
To confirm your course before arrival please email – email@example.com
The PADI Open Water Diver course is the world’s most popular scuba course, and has introduced millions of people to the adventurous diving lifestyle. The full SCUBA license which means you can go diving anywhere in the world down to 18m/60ft.
The PADI Open Water Diver course consists of three main phases:
- Confined Water Dives to learn basic scuba skills in our purpose-built dive training pool
- Theory and Knowledge Development to understand basic principles of scuba diving
- 4 x Open Water Ocean Dives to review your skills & explore!
Prerequisites: • Complete a basic diving medical form • Be aged at least 10 (for Junior Open Water Diver) • Be aged at least 15 (for full certification)
Includes: • PADI Open Water Diver Manual • Bali Hai Diving Adventures Log book • Experienced PADI Instructor • Full equipment rental • PADI Open Water Certification card • Lunch and drinking water • Full divers insurance • All essential transportation
Prices are current (1 July 2017) but are subject to change without notice.
▢ Can our child take the Open Water course with us and how much does it cost?
Yes. Minimum age is 10 and the cost is Rp 5,265,000. Includes all PADI materials and certification, lunch, coffee, tea and drinking water, all scuba gear, maximum ratio student to PADI Instructor 4:1
Price is current (1 July 2017) but is subject to change without notice.
Yes. Just ask at the resort reception for the time and location where the Kids Club activites begin.
▢ How do we get from the resort to the Bali Hai Cruises pontoon to enjoy the activities?
We have transfer boats operating most of the day at regular intervals that will take you from the beach in front of the resort to the pontoon and back to the resort. Once on the pontoon you can stay and enjoy any of the free activities for as long as you want and catch a transfer boat back to the resort when you want to return.
▢ We are coming to a wedding being held at your resort. How should we book our accommodation with you?
You can book on our website adding a remark in your booking telling us the name of the wedding you are attending. It is more likely that rooms have been reserved for the wedding party and you won’t find any available rooms on the website. In that case just email us on firstname.lastname@example.org or call us on +62 361 720 331 and let us know whose wedding you are attending.
Yes. We are more than happy to help make it a special event. An extra charge will apply. Please send us an email with details of what you need to email@example.com.
▢ It’s our honeymoon. Can I arrange for a bottle of champagne and flowers in the room on arrival?
Yes. We are more than happy to arrange champagne and flowers. An extra charge will apply. Please send us an email with details of what you need to firstname.lastname@example.org.
▢ Do you have a telephone in the room?
Yes but it can only be used for calls within the resort (e.g. to call another room, room service, reception desk, etc.). Calls outside the resort can only be made at the hotel reception desk (a charge will apply).
▢ Will my mobile (cell) phone work to make and receive calls when I am at the resort?
Yes provided it is compatible with the Indonesian mobile phone network and provided you have either a local SIM or you have arranged for international roaming with your own network provider. (Care: International roaming can be very expensive.).
▢ Do you have WIFI (wireless access point to the internet)?
Yes. It is free to resort guests. Just ask for the password at the resort reception desk. Please note that the speed of the connection fluctuates. It is adequate for text chat, email and web browsing but usually does not support audio or video traffic nor the playing of real time online games.
▢ Do you have a television in the room?
No. But we have something much better! Movies Under the Stars are shown in our palm garden Monday, Thursday and Saturday evenings at 8pm. We show current or classic movies on a huge screen and our state-of-the-art sound system provides a fantastic experience. Finger food and drinks are available from Hai Bar & Grill restaurant.
▢ Do you have a movie library?
No. We offer Movies Under the Stars on Monday, Thursday and Saturday at 8pm in our palm garden.
▢ Do you have foreign language TV channels?
▢ Do you have a mini bar in the room?
No. There is no mini bar in the rooms but each lumbung and villa has a fridge where you can keep your own drinks. We also provide complementary bottled drinking water. You can order drinks and food from Hai Bar & Grill through room service.
▢ Do you have a hair dryer in the room?
Yes. There’s a hair dryer in all rooms.
▢ Do you provide shampoo and conditioner in the room?
Complementary shampoo is provided in each room.
▢ Do you have tea and coffee making facilities in the room?
Each room is equipped with tea and coffee making facilities.
▢ Do you have a safe in the room?
Each room has a small safe and we have a safe keeping facility at our resort reception desk.
▢ Do you have a wardrobe in the room?
Only in the villa – one in each bedroom. There is no wardrobe in the lumbung (we recommend light casual dress). In each lumbung we provide shelving and storage boxes for your clothing and a clothes hook. The bathroom has a towel rail.
▢ Can we buy an extended checkout?
Yes subject to availability. An extra charge will apply. Enquire when you check-in as we can’t confirm it until closer to your check out date.
▢ Do you have a place where we can store our luggage on check-out?
Yes you can store it safely at the resort reception desk.
▢ Is there an ATM with international access on Lembongan?
Yes. It is located on the grounds of Hai Tide Beach Resort just outside the volleyball area.
▢ What credit cards to you accept?
Visa and Mastercard.
▢ Do you charge a fee if we pay with a credit card?
Yes we charge a modest fee of 2% for credit card payments.
▢ Can we rent a motorcycle at the resort and how much does it cost?
You may rent a motorcycle with a local operator. The price is negotiated.
▢ Are there interesting places to visit on Lembongan and Ceningan?
We recommend Devil Tears, Dream Beach, The Love Bridge, Panorama, Mangrove and Seaweed Farming. A complementary guided visit to a seaweed farm (the most important primary industry on the island) takes place every morning – just ask at the resort reception desk for the time of departure and where to gather. We recommend our Mangrove Tour and our Aristocat Island Discovery Tour (these are optional and an extra charge applies). Both tours operate at lunchtime and on selected days of the week. They both provide a great opportunity to visit exclusive points of interest on both Lembongan and surrounding islands. Click on the links for more details. Bookings for both tours can be made at the resort reception desk.
The Aristocat Island Discovery Tour can be booked on our website at the same time as you book your room. Just look for “Extras” or request it in Special Requests during the booking process.
▢ What is the voltage and the shape of the power points in the rooms?
220 volts and Indonesia plug (two round pins). We stock a small range of adapter plugs at our shop near the resort reception desk.
▢ We need to cancel our booking. What is the cancellation charge?
If you made your booking on our website or directly with us you can cancel your booking by sending us an email on email@example.com or call us on +62 361 720 331. Please supply the booking’s name, reference number (if made on our website e.g. GK1234 or BB1705226350817 or Order 4891102), dates of stay and email address recorded on the booking. If you made your booking with another person or business you should contact them to cancel your booking.
For bookings made on our website, our cancellation policy changes from time to time. For details of the policy applicable to your booking we refer you to the link on the confirmation email we sent you at the time you made your booking. If you can’t find that email send us an email on firstname.lastname@example.org or call us on +62 361 720 331.
▢ We need to amend our dates of stay. Is there a charge?
In general, there is no charge to amend a booking made on our website. Just send us an email on email@example.com or call us on +62 361 720 331. Note: We assess each case separately and reserve the right to treat any amendment as a cancellation and rebooking.
▢ Do you have special rates for travel industry (travel agents, hotels, airlines, etc.) employees?