This hotel looks nice on the outside - lovely pool, nice setting, decent rooms with big beds, but the service is absolutely terrible. I'm not a fussy traveller, but this is the first hotel I have ever walked out of and decided not to stay at after having booked, basically due to total frustration with the poor service. I get that Mataram isn't used to receiving westerners, so perhaps it was just lost in translation - I wouldn't recommend staying here if Bahasa Indonesia isn't your first language and if you value good service. The staff need better training if they're going to cater to international clientele.