Welcome to today’s exclusive interview with Pamela Hayes, the Director/GM of Sungai Jungle Villas, a haven of luxury and privacy nestled in the enchanting landscapes of Bali, Indonesia. As the recipient of the prestigious Luxury Lifestyle Award for Best Luxury Private Villa in 2023, Sungai Jungle Villas has garnered widespread acclaim as a paragon of exemplary hospitality and remarkable guest experiences. 

Pamela Hayes has played a pivotal role in shaping the resort’s remarkable success and reputation in the private villa space. With a profound understanding of the art of hospitality, coupled with her extensive experience, Pamela has consistently surpassed expectations, delivering exquisite experiences to discerning travelers from around the globe. 

Throughout this interview, we will delve into Pamela’s journey, exploring the passion and dedication that led her to the helm of Sungai Jungle Villas. Join us as we uncover the secrets behind Pamela’s motivation for excellence, and her unique insights into the ever-evolving world of luxury hospitality. 

Luxury Lifestyle Awards: Congratulations on receiving the prestigious Luxury Lifestyle Award for Best Luxury Private Villa in 2023! Can you tell us more about the factors that contributed to Sungai Jungle Villas receiving this recognition and what sets your villas apart from other luxury accommodations in Bali? 

Pamela Hayes: 

We like to think of ourselves as luxury private villas with a difference. The two tiny 3-bedroom Sungai Jungle Villas are designed to create the impression that guests are staying in a remarkable private residence. They have been born from a desire to offer the most exceptional hospitality experience for the most discerning travelers to Bali. One where the setting inspires, where the design respects and enhances the surroundings, and where there is genuine care for service, comfort, style, and attention to detail. The service begins the moment you step off the plane with the VIP airport butler service and the in-house chauffeured transfers. 

Whilst the setting, facilities, and many noteworthy luxury inclusions, it is the staff that makes the Sungai experience truly outstanding. The team is supported by our guest services manager, Made (pronounced Mah-day), who acts as your personal concierge and seamlessly alleviates you of planning and logistics. The team has genuine personal and professional service down to an art and provides the perfect balance of friendliness, care, charm, and grace. At our villas we aim to offer a guest experience that is intimate and discreet while providing the highest level of hospitality, exceptional but not intrusive or invasive. 

Imagine five-star resort service – then imagine that service all to yourself in a private villa in Bali with the amenities of a top hotel – that’s Sungai Jungle Villas. As Jessica Burrell from the UK’s ‘Absolutely London’ wrote: 

“Sungai is not strictly a hotel, but an ingenious hybrid combining the personalized privacy of a villa with the effortless charm of a world-class 5-star hotel.” 

LLA: As the Director/GM of a renowned luxury villa in Bali, you must possess unique insights into the hospitality industry. What initially motivated you to pursue a career in this field, and what continues to drive your passion for delivering exceptional guest experiences? 

Pamela: 

I have always been passionate about the hospitality industry and have made it my business to stay at and study the best players in the world. So, when I happened by chance to build the villas (in 2 stages) there was no question at what level they would be pitched. I also knew that just for our own purposes to get good staff the villas needed to be commercial, or they would not be sufficiently challenged to stay with us. Our guest services manager has been with us for nearly 25 years. During that time, we have exposed him and his wife (who is also now on staff) to several Aman and other 5-star properties in Bali, Singapore, and Australia. He has also dined at many of Bali’s best restaurants compliments of generous guests who he has chauffeured around the island. We feel that the team is part of our family and is a big part of the reason for the passion that I continue to have, trying to produce an exceptional experience for all our guests who entrust their holidays to us. We are continually trying to improve the product and we consider special requests as opportunities rather than a nuisance. 

LLA: Managing a luxury resort requires a blend of leadership skills and attention to detail. Can you tell us about a specific challenge you faced in your role and how you successfully handled it, showcasing your leadership abilities? 

Pamela: 

Our staff lives in neighboring villages so of course have never experienced the style of living that we provide for our guests. It has been a slow process of introducing and maintaining those levels of luxury that not only our offshore guests expect but that I want us to provide and be respected for. Teaching and identifying attention to detail in everything from beds to cocktails and food is an ongoing project for me because these standards are not particularly things that they would want to emulate at home. They don’t come naturally however they are renowned as being extremely well-suited to genuine customer service. They are proud but gentle and it is just a matter of knowing what you want to teach them. 

LLA: With privacy being a key aspect of the Sungai Jungle Villas experience, could you elaborate on the exclusivity and privacy that guests can expect during their stay? How do you cater to the discerning needs of luxury travelers seeking seclusion and tranquility? 

Pamela: 

The two villas are hidden below the main village temple. We do not put signs up and there is a secure gate. Guests are met at the airport or other accommodation by the guest services manager who delivers them to the villas where they are met by the team. The villas are overlooked by no one and look to the untamed jungle across the river. No one accesses the villas except for those guests booked there. Our guests share only with their own friends/family. The staff are renowned for their discreet whilst friendly care and attention. 

LLA: Bali is known for its stunning natural beauty and unique cultural experiences. How does Sungai Jungle Villas integrate the local culture and surroundings into its offerings to provide a truly immersive experience for guests? 

Pamela: 

We have the good fortune to be built below the main village temple in a traditional, largely unspoiled village. Our guests cannot help but become immersed if they venture out from the villas. The staff will take them on village tours, visits,  participation in the local primary school for younger guests, and participation in ceremonies if they happen to fall within a guest’s stay. The village has developed over the years because of tourism, however, more because of good jobs that allow them to buy TVs and cars that were unheard of when we first built the villas. The village is still thankfully focused on its traditional way of life and not focused on the needs of tourists. For this, the guests are taken to neighboring hot spot Canggu which offers as good a dining and shopping options as anywhere on the island. 

During a guest’s stay, we usually book dancing girls and gamelan orchestras to play, to provide a truly authentic experience. 

LLA: Sustainability and eco-consciousness are increasingly important factors in the luxury travel industry. What steps has Sungai Jungle Villas taken to be environmentally responsible, and how do you incorporate sustainable practices into your operations? 

Pamela: 

We haven’t the resources of large hotels/resorts to introduce all the environmentally friendly equipment that is currently available, however, we have minimized waste for some years now and have moved from plastic to glass that gets recycled for water, fabulous cornstarch lookalike straws instead of plastic (paper just deteriorates too quickly), eco-friendly bathroom amenities (where possible we have eliminated single-use toiletries), eco-friendly cleaning supplies, energy efficient lighting (LED not just energy-efficient bulbs), changing of linen every third day where possible, recycling, buying locally wherever possible. We also only employ locals so that we are respecting the socio-cultural authenticity of our host community, conserving their built and living cultural heritage and traditional values, and contributing to intercultural understanding and tolerance. 

LLA: Luxury travelers often seek unique and personalized experiences. How does Sungai Jungle Villas tailor its services to cater to the individual preferences and tastes of its guests? 

Pamela: 

We provide our guests with a carefully curated compendium of suggested options as do most high-end properties, but we will also source the best possible providers if a guest has a special request. We handle most of the offerings, however, in the case of specialty requests such as scuba diving, white water rafting, water sports, etc. we have developed relationships with companies that we consider offer the best experiences on a boutique rather than mass market basis. 

In terms of dining and bar, which is a particular focus of the villas, we set our own standard, and guests seem to appreciate it.   

I like the staff to set the scene so that each evening and dinner, in particular, is a special occasion given that holiday time is so precious to most people. Whether the guests choose to dress for dinner or remain in swimmers…to eat a Caesar salad or a 6-course degustation dinner is of no consequence. Cocktails and canapés are served by the team in waiter whites just as the candles start flickering. It shows respect to our guests. Our team has been referred to as the G12 by a leading magazine which is of course a huge compliment! 

LLA: What do you consider the most rewarding aspect of your role, and what do you believe sets Sungai Jungle Villas apart from other luxury accommodations worldwide? 

Pamela: 

Without a doubt, it is when guests message me after arrival to say they are in love with the villa/s and the staff. Or before checkout, they ask me to remind them what they should tip the team. Or better still when a guest asks if they can extend (and cancel their next accommodation). Also, our team is a joy to work with, and as much as there are always changes to it with pregnancies, retirements, etc. the nucleus has remained solid for many years. They are so special and virtually all guest, magazine, or blog reviews mention them as a key aspect of our product. Their genuine care for the experience our guests have is remarkable. That is constant validation of our philosophy to recruit for attitude and train to our own special standards. It is about hospitality, not just service. 

Thank you!