Sumatra Uncovered

Customer Reviews

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  Millie

  · October 10th, 2025
  I don’t usually leave reviews, but even a year later I still feel compelled to share my experience with TruTravels after what can only be described as a holiday from hell. The experience caused so much stress and frustration that it’s still something I think about. I went on the Sumatra tour in October 2024 and encountered repeated safety risks, misleading itineraries, inadequate accommodation, and deeply unprofessional behaviour - both during and after the trip. The only genuinely positive part of the tour was the rainforest trek in Bukit Lawang, where we were lucky enough to see wild orangutans. It was a magical moment and the one day that felt remotely worth the cost of the trip. Unfortunately, everything that followed quickly unravelled. Activities described as short walks turned out to be physically dangerous treks through rivers, swamps, and dense jungle, often in inappropriate footwear and with little to no concern for group safety. We were given inaccurate information about distances and terrain, and there were long stretches without adequate water breaks despite the intense heat. Several people, including myself, showed signs of heat exhaustion, yet our guide largely ignored it. On one trek, I bruised my coccyx falling on concrete; on another, we crossed a fast-flowing river on a single slippery stick. It felt genuinely unsafe at times. Accommodation was also nothing like what was promised. At Ricky’s Beach House, I was told to share a double bed with a stranger - despite the company’s clear policy stating otherwise. We eventually found a spare mattress in the attic of our room, but it had no mosquito net and the window beside it wouldn’t close. To make matters worse, deafening music from a nearby party and then the bar below kept going until 5 a.m., making sleep impossible. I was so exhausted and upset I ended up crying in bed. When I raised all these issues during and after the trip, TruTravels dismissed my concerns, implied I was lying, and undermined me when I challenged that. They later offered £100 compensation - but only if I agreed not to speak publicly about my experience. I declined. When I first got home, I saw several other reviews describing similar problems, but I’ve since noticed they’re no longer visible on the site. So if you’re reading glowing reviews and wondering how my experience could be so different - don’t be fooled. It’s likely some of the negative ones have been quietly buried. This was meant to be a once-in-a-lifetime solo adventure, but instead it left me feeling deflated, distressed, and taken advantage of. I gave the company ample time to handle things privately; their response was dismissive, dishonest, and insulting. If you’re considering booking with TruTravels, I urge you to think twice - especially if you care about safety, accurate itineraries, or being treated with basic respect.
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  Trip date: October 2024
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  Stephanie Campbell

  · December 6th, 2024
  Ibing although young did a really good job of helping us all gel together and motivating us all to participate in activities which were new and outside of our comfort zone. His command of English was brilliant. He was caring towards me and very respectful and tried his best to interpret my dietary requirements to his colleagues. Ibing needs to build on his confidence and project his voice so all can hear him when he informs the group about planed activities and plans for each day as myself and some of the group could not hear if sitting at the other end of the table. Ibing was very proud of his country wanting to show us his culture, traditions and country. I loved the fact that he organised for us to attend his friend’s wedding, the best food I had during my time in Sumatra was at this wedding. (And there was no chips in sight). Ibing was able to communicate well with all people of all ages and cultures which shows a degree of emotional intelligence which is crucial when dealing with people. Ibing needs to be able to be truthful when he doesn’t know the answers to questions about his culture which he doesn’t know. No one knows everything and the guests did not expect him to know everything but to ask questions of the hosts and local people and give answers later. I have high regard for Ibing, Robbie and Del for the kindness, help, knowledge and support during our tour of Sumatra During our tour it would have been beneficial if Ibing had the authority to make important impromptu decisions to support and resolve problems guests encounter. When he was trying to sort out and resolve problems at Ricky’s beach house, management did not provide a timely and appropriate response, which resulted in guests having to pay for another accommodation and pay taxi fees at late notice. I feel that Ibing if he had the authority would have made appropriate decisions in the best interest of his guests. What would improve his development would be to train in nutrition and allergies so that people like myself have meals other than chips and bananas. They was so much that could be done with the food but was limited due to lack of imagination and understanding. I think that’s Tru Travels should invest in leadership training for Ibing, Robbie and Del to shape them as people to understand themselves and others and give them a wide world view. I see great qualities in Ibing and I hope Tru Travels gives him the opportunity to excel his natural abilities and learn and develop new skills to put him on the right path to gaining his aspirations and ambitions.
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  Trip date: October 2024

  Review collected by TruTravels
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  Matthew Lulham-Robinson

  · December 6th, 2024
  Ibing was a fantastic tour guide who brought a wealth of energy and knowledge to the group.
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  Trip date: October 2024

  Review collected by TruTravels
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  Amy Lloyd

  · December 6th, 2024
  The tour was a complete adventure from start to finish. Not for the faint hearted, be prepared for a lot of walking and mud! Ibing was a wonderful guide - always smiling, friendly and on hand to answer questions, he treated us like his family. Having done tours with various companies this was by far the most challenging and off the beaten track - you’ll certainly get an authentic experience of what it’s like to live in Sumatra but be warned that this includes extremely basic accommodation, cold showers and intense trekking almost every day (the jungle walk is amazing but the easiest walk of the lot!). You’ll see amazing wildlife and some super cool locations with no other tourists, but it is a lot so be mentally prepared for a challenge.
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  Trip date: October 2024

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  Sunniva Johanne Nyheim Hope

  · December 6th, 2024
  This tour was amazing. Getting to experience true culture in a place not yet “ruined” by tourism. Everything from the people to the animals we got to see in the rainforest was a solid /. Ibing, our guide made this whole trip even more fun and enjoyable. By far the best tour I’ve ever been on. Masura Bagata to you Ibing and to trutravels
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  Trip date: October 2024

  Review collected by TruTravels
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  Anthony Webb Big T

  · December 6th, 2024
  Ibing was totally awesome and amazing Very caring and tended to everybody's needs a Tru credit to Trutravels. Ibing is like a ray off sunshine always there to brighten your day with
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  Trip date: October 2024

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  Viktoria Volk

  · December 6th, 2024
  Ibing was a great guide, leading us through all muddy jungles in Sumatra. It was a great experience to explore the very untouched Sumatra island. Best adventure ever
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  Trip date: October 2024

  Review collected by TruTravels
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  Oliver Morrell-Hemming

  · December 6th, 2024
  Enjoyable and eye-opening experience through Sumatra.
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  Trip date: September 2024

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  Katie Taylor

  · December 6th, 2024
  Ive had a brilliant time with ilham, getting the full experience from north and west sumatra! I really feel like ive seen alot and everythings been organised well and on time. Had the best time and sad its come to an end!
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  Trip date: September 2024

  Review collected by TruTravels
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  Naomi Tai Adams

  · December 6th, 2024
  Ilham was awesome, almost like a crazy friend and there to help when needed. So happy with the activities and the welcoming vibe we all recieved. Ilham made sure we were content most of the times and one small hiccup he did resolve well! So happy overall!
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  Trip date: September 2024

  Review collected by TruTravels