The Secret to a Thriving Villa?

At Pulau, we often get asked, what really makes successful villa management stand out. Not just for the guests, but for all parties involved.

When we first started working with accommodations in Lombok, we thought we had quite a good sense of what makes a guest feel welcome, just based on my personal experience and what I thought is “common sense”. But the more we observed daily interactions between foreign owners and local staff, the more we understood: hospitality in Lombok is deeply cultural. It’s not just about check-ins and fresh towels. It’s about relationships, unspoken norms, and mutual respect.

At Pulau, we do more than optimize listings or deliver staff training. What we really do is bridge worlds. We translate not just languages, but expectations. Between global hospitality standards that emphasize structure, efficiency and performance, and the local working culture in Indonesia, which is grounded in warmth, adaptability, and a strong sense of community. But even with the best intentions on both sides, misunderstandings can occur. A simple ‘yes’ does not necessarily mean agreement. An employee who remains silent in a meeting may not be disinterested, just respectful. These are the cultural nuances we work with every day.With a background in intercultural communication and living between Europe and Indonesia, we have learnt that successful hospitality in this region is not about strict SOPs or top-down rules. It's about listening, observing and learning to work with - not against - the culture.

At Pulau, we guide owners in understanding the Indonesian context: what motivates a team, how leadership is perceived, and how to give feedback without unintentionally causing offense. 

At the same time, we support staff in growing confidently into their role and understanding guests' expectations without losing their own voice.

The results are real. Communication improves. Guests' experiences feel more genuine. And the villa becomes more than just a rental - it becomes a place to remember.

Hospitality is about connection. And connection starts with culture.