Whilst we, a family of four, had a great time in the Jungle with the guides Tyson and Didi, I must say that the rest of the trip was very poorly organized.
We booked a full package of six nights with this tour operator. He seemed more flexible then the others, which insisted upon certain dates for the start of the jungle expeditions. Their website and reviews look good.
However, I always feel uncomfortable if an official website is available as such but answers to your request are send infrequently out of a different email-address, e.g. Gmail or Hotmail address. Since I do not use the PayPal system, I was given a bank account at a reputable Indonesian bank for the payment of this arrangement. But the name of the beneficial owner of the account was neither the travel agency nor the owner himself. Anyway, the payments were confirmed immediately and this worked out well. Still, both makes you feel uneasy to book an arrangement with them.
Whilst the organisation in Bukit Lawang of the two-day-jungle trip was very good, I must admit that I was very negatively surprised about the rest.
This all started with a too small mini van for the pick up at Medan Airport. Four adults usually have four luggage pieces but luckily we only had three; otherwise we would not have made it into this car since one piece we had to squeeze into the middle section between our two seats.
During the transfer to Bukit Lawang we had a stop for dinner in a small chain restaurant. I still wonder why the guide did not take up the bill for IDR 115'000 (about EUR 8) as at that day a village tour was scheduled, which was out of reach due to long transfer from Medan Airport to Bukit Lawang of about four hours. Please keep in mind that we paid for the whole trip well over EUR 2'500 (equal to IDR 41 million) so such a small amount should be in this budget.
Our two-day-jungle trip was a highlight. Personally, I would recommend to shorten to just one day since you do all the walking/trekking on the first day and in the morning of 2nd day you just wait for breakfast and the very short walk to the waterfall being right next to the jungle camp. After lunch, they took us back to Bukit Lawang on the river by huge tires, that were tied together. That was a lot of fun, too.
Back in Bukit Lawang, we were told that we had to wait for half an hour for the car pickup at our hotel. After the wait, we stood in front of an way smaller van then the one, that had picked us up in Medan. Of course, the luggage did not fit in and we had to wait for another 60 minutes for the re-arrangement of the previously used van. We were told that on this particular day, the van had been in recondition/general maintenance. Ba the time we finally left to Berastagi, it was already 4pm and it soon started to darken. The guide (later we found out its the younger brother of the owner) started to dose off as first person in the van (and this happened during every drive, which I deem highly unprofessional for a guide). On this drive in the midst a breakdown of the lights happened (so much about good maintenance), so we had to stop but this was repaired within 30 minutes. Then we past the booked hotel unnoticed to the driver and our guide since they had a different hotel in mind.
For the volcano climbing tour the next day, we were told to be at the our hotel's lobby at 4am to see the sunrise. You can guess who showed up 25 minutes late: of course driver and guide. Their explanation was that they first had to organize a local guide to the volcano, despite that we had arrived the night before and I had booked and paid the whole trip more then half a year in advance.
It should be noted that our accompanying guide hardly spoke (except to the driver and his mobile phone) and his English was absolutely basic. Additionally, he didn't seem to have the expected knowledge of a qualified tour guide and was not capable to explain any details about the sightseeing spots or culture on the next destination being Samosir Island. Example: when I asked about the height of the waterfall he was uncertain and guessed (wrong) or at a weaving place in a small Batak village where his only add-on was "This Ulos, all very traditional". Neither could he explain how the beautiful patterns were made nor how long it took to make one meter of cloth.
In the evening before our departure, he asked us where we were heading to in Medan (hotel or airport?), this despite the fact that I had given his brother all details about our flight well in advance. The next day, I assume he wanted to be home in time (our return flight was scheduled for 3.45pm), we were asked to be ready to leave Samosir Island at 6.30am to catch the ferry. In the end, we spend nearly four hours waiting at the airport in Medan.
Overall, Jungle Trip well organized, rest very poor - this has resulted in this two star rating.