FREQUENTLY ASKED QUESTIONS
Q. How do I get to Nusa Lembongan?
A. 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. Aqua Nusa recommends 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. We do not seek to use the cheapest companies though and we use the companies with the best reputation for safety and guest experience which are competitively priced.
Q. Can Aqua Nusa organise my transport and transfers to and from Nusa Lembongan?
A. Yes, Aqua Nusa 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.
Q. Will the staff meet me at my boat or helicopter?
A. Aqua Nusa staff will meet guests at their boat transfer on Nusa Lembongan when we have organised and coordinated your transport. If we organise your transport we are able to coordinate our staff to meet you and show you to your villa whilst also taking care of your luggage. Unfortunately due to the logistics of coordinating staff and the variety of different transport options and varying services by different transport operators if you do not book your transfers through us our staff will not be able to meet you at your arrival location on the island and you will need to find your own way to our villas.
Q. What time is check in?
A. Check in time is after 2:00pm and must be before 5:00pm. If we organise your transport for you and your arrival is after 5:00pm our staff will be able to meet you at your arrival location and bring you to the villa. If you are organising your own transport and for some reason cannot check in prior to 5:00pm you must let us know 48-hours in advance so we can arrange for staff to be available to provide you with access to your villa. If you do not provide us with advance notice of your estimated time of arrival we cannot guarantee that you will be able to access your villa if you arrive after 5:00pm and we have not organised your transfer arrangements.
If you are arriving on Nusa Lembongan before your check in time, feel free to head to our beach lounge Ohana's and enjoy complimentary use of our beach front facilities whilst your villa is prepared. Our truck will be able to shuttle you to your villa from Ohana's when check in is ready.
Q. What time is check out?
A. Check out is before 11:00am. If you are on a boat that is departing Nusa Lembongan later in the day, guests at Aqua Nusa are welcome to spend their last special moments on the island at our beach lounge at Ohana's and enjoy complimentary access to the beachfront amenity. Please speak with the villa staff who will arrange complimentary shuttle to Ohana's for your party.
Q. What is the best way to communicate on Nusa Lembongan?
A. 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 application and adding us prior to you coming to Nusa Lembongan. Our number is +62 811 3960 0787.
Q. What is the internet like?
A. The internet on Nusa Lembongan is still at times patchy though Aqua Nusa 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 99% of the time.
Q. What is the power like on Nusa Lembongan?
A. The power on Nusa Lembongan does go out fairly regularly. We have a generator that provides back-up power to all of our villas when the electricity goes out. The generator is available 99% of the time, unless it is down for maintenance for some reason.
Q. How many people per bedroom?
A.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 villa and provide bedding. This is charged at rp 500,000 per night and 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.
Q. What is your policy if my plans change and I can no longer be at my booking?
A. Aqua Nusa operates a strict cancellation policy. If you cancel your booking more than 30-days prior to the date of your first night with us then we will refund you 50% of your total booking, less the transfer fees. If you cancel after this time then no refund will be offered. This extends to reasons that may be out of your control such as natural events which disrupt your plans.
Q. How can I pay for my booking?
A. 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.
Q. Do you have credit card facilities?
A. We do have credit card facilities available, but 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.
Q. What is the difference between the villas?
A. We have a range of luxury villas and each villa varies in terms of number of bedrooms, finish, features and aspect/view. Each villa is described clearly on its individual page on this website with a description of the villa and images of the villa and its surrounds. Please take the time to review the images of the specific villa you are interested in on our website. 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 at the time of your arrival. If you have any questions about your villa then please ask those at the time of booking.