Last updated: June 29, 2026
Bintan Voyage serves travelers from different countries, cultures, languages, ages, family structures, abilities, and travel backgrounds. We are committed to providing a respectful, safe, inclusive, and welcoming travel experience for every guest.
This policy explains how we approach non-discrimination, cultural respect, accessibility, guest needs, editorial representation, partner conduct, and concern reporting.
Bintan Voyage is operated by PT. Bintan Voyage International, a licensed travel service provider and Bintan tour operator based in Bintan, Riau Islands, Indonesia.
License No.: 2306260219563
Tour inquiries, package quotations, and bookings: sales@bintanvoyage.com
Office administration, legal matters, policy matters, complaints, and formal concerns: office@bintanvoyage.com
WhatsApp / Phone: +62 812 6182 0197
Office address: Jl. Hang Tuah, Kota Baru, Teluk Sebong, Bintan Regency, Riau Islands 29155, Indonesia
Operating hours: Open daily, 8:00 AM to 11:00 PM Singapore Time
1. Purpose of This Policy
This policy exists to guide how Bintan Voyage treats guests, communicates travel information, works with partners, and presents people, places, and cultures in our content.
Our purpose is to:
- Treat every guest with fairness, respect, and dignity
- Support safe and comfortable travel for different guest profiles
- Reduce bias, stereotypes, and unclear assumptions in our service and content
- Provide clear communication for international travelers
- Respect local culture, communities, customs, and places in Bintan
- Give guests a clear way to report discrimination, harassment, unfair treatment, or harmful representation
- Improve our service process through feedback, correction, and internal review
We do not present this policy as a marketing statement. We use it as an operational standard for guest care, customer communication, and content quality.
2. Who This Policy Applies To
This policy applies to Bintan Voyage services, content, and communication, including:
- Website pages
- Blog posts and travel guides
- Tour package pages
- Booking communication
- WhatsApp and email support
- Private transfers
- Day trips
- Hotel-inclusive packages
- Non-hotel activity packages
- Corporate trips and team-building programs
- Family travel arrangements
- Custom itineraries
- Guest photos, captions, reviews, and testimonials
- Coordination with transport providers, hotels, resorts, restaurants, activity operators, and local partners
This policy also guides how we respond when a guest reports unfair treatment, discrimination, harassment, accessibility concerns, or harmful content.
3. Our Non-Discrimination Commitment
Bintan Voyage does not tolerate discrimination, harassment, intimidation, or disrespectful treatment.
We aim to provide fair and respectful service regardless of:
- Nationality
- Race
- Ethnicity
- Language
- Gender
- Family status
- Age, subject to activity safety rules
- Religion or belief
- Disability or accessibility need, within practical and safety limitations
- Medical or mobility needs, when disclosed before booking and when the service can be safely adjusted
- Travel experience level
- Any other characteristic protected by applicable law
We expect our team members and operational partners to treat guests respectfully.
We also expect guests to treat staff, guides, drivers, service partners, local communities, and other travelers with respect.
4. Cultural Respect and Responsible Tourism
Bintan is home to local communities, cultural spaces, religious sites, coastal areas, natural environments, and working tourism communities. We want travel to support respect, not disruption.
Our service and content aim to:
- Encourage respectful behavior in local communities
- Avoid stereotypes about people, culture, nationality, religion, or local life
- Explain local customs in clear and practical language when needed
- Encourage appropriate dress and behavior in certain cultural or religious places
- Encourage respectful photography practices
- Avoid using local culture as decoration without context
- Avoid exaggerated, misleading, or disrespectful descriptions of communities or traditions
- Encourage environmental care during beach, mangrove, river, island, and outdoor activities
When cultural guidance is important, we aim to explain it before the trip or during the activity in a way that is practical and easy to follow.
5. Accessibility and Traveler Needs
Bintan Voyage welcomes accessibility-related questions before booking. We want guests to understand what is realistic and safe before confirming a package.
Some Bintan activities may involve physical conditions that are not suitable for every guest. These may include:
- Boat transfers
- Uneven ground
- Beach access
- Steps or slopes
- Water-based activities
- Outdoor heat
- Rain or wet surfaces
- ATV or UTV activities
- Mangrove or fireflies boat tours
- Long walking distances
- Vehicle access limitations at some pickup or activity points
If you or someone in your group has mobility needs, medical considerations, pregnancy, elderly travel needs, infant or child travel needs, dietary requirements, sensory concerns, or accessibility requirements, please tell us before booking.
Our team can help recommend more realistic options, adjust timing where practical, explain activity limitations, or advise when a package may not be suitable.
We cannot guarantee that every activity, vehicle, hotel, resort, venue, or supplier can accommodate every accessibility need. However, we will try to provide clear information and practical options where available.
6. Language and International Guest Support
Bintan Voyage serves Bintan Island, Singapore to Bintan travelers, and international visitors from Singapore, Malaysia, China, India, Australia, the United Kingdom, the Philippines, Japan, France, and South Korea.
Our standard communication support is available in English and Indonesian.
Where available, we may help arrange support or guidance for guests who prefer Mandarin or Korean. Availability depends on guide schedule, travel date, package type, group size, and operational conditions.
We aim to make important travel information clear for international travelers, including:
- Ferry timing
- Pickup points
- Meeting points
- Package inclusions
- Exclusions
- Payment terms
- Deposit terms
- Pay on Arrival conditions
- Cancellation and refund terms
- Activity restrictions
- Weather-sensitive activity guidance
- Safety instructions
7. Diversity Standards for Travel Content
Bintan Voyage publishes content for a global travel audience. We want our content to be useful, respectful, accurate, and free from harmful assumptions.
Our editorial standards include:
7.1 Inclusive Language
We avoid degrading terms, stereotypes, mockery, or assumptions about nationality, culture, gender, age, religion, disability, family structure, or travel style.
We aim to use clear and respectful language that helps travelers make informed decisions.
7.2 Accurate Representation
We aim to describe destinations, local communities, activities, hotels, resorts, and cultural experiences fairly.
When information may change due to weather, supplier conditions, ferry schedules, peak season, safety rules, or operational availability, we try to explain that clearly.
7.3 Local Context
When we describe cultural, community-based, or nature-based experiences, we try to give practical local context and avoid exaggeration.
We do not want content that makes Bintan feel like a theme park. We want travelers to understand that Bintan is a real place with local communities, service workers, natural areas, cultural spaces, and operational limits.
7.4 Responsible Visual Use
We aim to use images, edited visuals, guest photos, illustrations, and AI-assisted visuals responsibly.
If a visual could mislead guests about actual package inclusions, vehicle arrangement, activity condition, hotel condition, scenery, people, or cultural representation, we may clarify, label, replace, or remove it.
Written booking confirmation remains the main reference for actual package details.
7.5 Avoiding Harmful Content
We avoid content that:
- Mocks individuals or communities
- Dehumanizes or marginalizes people
- Promotes discrimination, hate, or harassment
- Encourages disrespectful or illegal behavior
- Misrepresents local communities
- Uses stereotypes to sell travel experiences
- Shows people in a misleading or exploitative way
8. Guest Photos, Reviews, and Testimonials
Guest photos, reviews, and testimonials can help future travelers understand real travel experiences.
We aim to use guest-related content respectfully and accurately.
Where practical, we avoid publishing content that:
- Identifies a guest in a sensitive or misleading context
- Uses a person’s image in a way that changes the meaning of the experience
- Presents private moments without reasonable context
- Misrepresents a review or testimonial
- Uses guest photos in a way that may cause discomfort or privacy concern
If you believe your photo, review, name, caption, or testimonial has been used incorrectly, please contact us.
Email: office@bintanvoyage.com
WhatsApp / Phone: +62 812 6182 0197
We will review the request and take reasonable action where practical, lawful, and technically feasible.
9. Partner and On-Ground Conduct
Bintan Voyage works with local drivers, guides, hotels, resorts, restaurants, activity operators, transport providers, and other service partners.
While we do not control every third-party action, we take credible concerns seriously.
If a guest reports discrimination, harassment, disrespectful behavior, accessibility concern, unsafe treatment, or unfair service from a partner or service provider, we may:
- Review the guest report
- Check booking and operational records
- Contact the relevant partner or supplier
- Request clarification from the service provider
- Provide guidance or corrective feedback to the partner
- Escalate the issue internally
- Adjust future supplier use where practical
- Recommend alternative arrangements where available
- Take reasonable steps to support the affected guest
Guest safety, respectful treatment, and clear communication are priorities in our partner coordination.
10. Safety, Activity Rules, and Fair Limits
Inclusive service does not mean every activity is suitable for every guest.
Some activities have safety rules based on age, height, weight, physical ability, weather, sea condition, pregnancy, medical condition, or operator policy.
These may apply to activities such as:
- Snorkeling
- Boat tours
- Mangrove tours
- Fireflies tours
- ATV or UTV rides
- Water sports
- Beach activities
- Outdoor sightseeing
- Corporate games or team-building activities
When a restriction applies, we aim to explain the reason clearly and respectfully.
We do not treat safety rules as discrimination when they are based on real safety, operational, supplier, legal, or insurance requirements.
11. Reporting Discrimination, Harassment, or Harmful Representation
If you believe you experienced discrimination, harassment, unfair treatment, disrespectful communication, accessibility-related concern, or harmful representation in our content, please report it.
For formal reports, complaints, policy matters, and content concerns:
Email: office@bintanvoyage.com
WhatsApp / Phone: +62 812 6182 0197
To help us review the concern, please include:
- Guest name
- Travel date, if applicable
- Booking number or package name, if applicable
- Location of the incident
- Name or role of the person involved, if known
- Description of what happened
- Screenshot, photo, message record, or other supporting evidence, if available
- Preferred contact method for follow-up
We aim to acknowledge actionable reports within 48 hours or 2 business days.
We aim to provide an initial update within 3 to 7 business days, depending on the complexity of the case and the need for supplier confirmation.
12. How We Review Reports
When we receive a credible report, we may take the following steps:
- Review the submitted information
- Check booking records, WhatsApp records, email records, itinerary notes, or operational notes where relevant
- Contact the relevant internal team member
- Contact the relevant partner or supplier when needed
- Compare the report with confirmed booking details or public content
- Review whether policy, service, communication, or content correction is needed
- Provide a response or practical next step to the guest where appropriate
- Record the concern for internal improvement where needed
Possible outcomes may include:
- Clarification
- Apology
- Corrective action
- Content correction
- Partner escalation
- Staff or partner briefing
- Service adjustment where applicable
- Refund review under the applicable policy
- No action if the report cannot be verified or does not match available records
13. Abuse, Harassment, and Bad-Faith Reports
We welcome honest feedback, including critical feedback.
However, we may decline or stop responding to reports that include:
- Threats
- Harassment
- Hate speech
- Abusive language
- Fraudulent claims
- Fabricated evidence
- Spam
- Repeated bad-faith submissions
- Extortion attempts
- Attempts to manipulate reviews or content unfairly
We may still keep relevant records when needed for safety, legal, operational, or dispute resolution purposes.
14. Accountability and Continuous Improvement
Bintan Voyage treats diversity, inclusion, accessibility, and respectful representation as part of service quality.
Verified concerns may lead to:
- Updated website content
- Clearer package descriptions
- Better FAQ answers
- Improved accessibility guidance
- Stronger guest communication
- Better guide or driver briefing
- Updated partner coordination
- Corrected captions, photos, or public content
- Improved internal policy review
- Better escalation process for serious concerns
We aim to reduce repeated issues and improve how we serve travelers from different backgrounds.
15. Policy Owner and Contact
Policy owner: Bintan Voyage Guest Care and Content Quality Team
Brand: Bintan Voyage
Legal operator: PT. Bintan Voyage International
License No.: 2306260219563
Office address: Jl. Hang Tuah, Kota Baru, Teluk Sebong, Bintan Regency, Riau Islands 29155, Indonesia
WhatsApp / Phone: +62 812 6182 0197
Tour inquiries, package quotations, and bookings: sales@bintanvoyage.com
Office administration, legal matters, policy matters, complaints, and formal concerns: office@bintanvoyage.com
Operating hours: Open daily, 8:00 AM to 11:00 PM Singapore Time
KakaoTalk: BintanVoyage
WeChat: QR code available in the footer
Website: bintanvoyage.com
16. Updates to This Policy
We may update this policy as our services, guest care process, editorial standards, accessibility guidance, partner coordination, or legal requirements change.
When this policy is updated, we will revise the Last updated date at the top of this page.