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The closure of Melka Excelsior Dolphin and Wildlife Resort in Lovina, Bali, in Indonesia was prompted by the confiscation of its dolphins and mounting pressure from animal welfare advocates, marking a pivotal moment in the discourse surrounding the use of dolphins in Indonesia’s hospitality and tourism industry. To gain insights into visitor experiences and perceptions during the resort’s operation, this netnographic study analyses 128 guest reviews from TripAdvisor. The findings underscore the significance of considering animal welfare and aligning with environmental, social and governance (ESG) principles. In the context of responsible wildlife tourism, the study emphasises the urgent need for an ethical approach to animal treatment in the tourism and hospitality sector. The analysis reveals varying guest experiences, with some expressing satisfaction and delight with the dolphin encounters, while others voice genuine concern and reservations about the animals’ well-being, highlighting diverse perspectives on the use of dolphins. The study recommends prioritising animal welfare, raising awareness through education, supporting research and conservation initiatives, fostering stakeholder collaboration, and monitoring the impacts of tourism activities. By implementing these recommendations, the hospitality and tourism industry can cultivate a sustainable and responsible approach to dolphin-related tourism that prioritises the well-being of dolphins and advances conservation efforts, steering away from practices involving captivity.

research in hospitality management

The use of dolphins at Melka Excelsior Dolphin and Wildlife Resort in Lovina, Bali, Indonesia: a study of visitor experiences and ethical implications through netnographic research