| dc.description.abstract | 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. | vi |
