During a technical cancellation from an OTA (app), the staff member aggressively knocked on my room, spoke in a loud voice, and demonstrated communication that was inconsistent with hotel service standards. This incident occurred before check-out time, so I was still within the legal time limit as a guest to complete the room renewal process. The communication style used was intimidating and reduced my comfort as a guest. I should note that this is not the first time this has happened. On a previous visit, the same staff member contacted me and demanded an immediate room renewal and told me that the room would be cleaned immediately, even though check-out time had not yet arrived. I explained that there were personal items in the room that I needed to tidy before staff entered the room. However, the communication style still felt urgent and unnecessarily stressful. This communication pattern demonstrates a lack of understanding of hospitality standards, especially in situations that require empathy, clarity, and calm in conveying information to guests. As a frequent guest who has previously been satisfied with the service of other staff, I am submitting this report to ensure the quality of the guest experience at the hotel. I hope for evaluation, coaching, and improvement in communication standards for the staff member concerned. Please follow up and confirm the corrective steps to be taken. Thank you.

Air Conditioner doesn't work makes the room so hot

according to the price..comfortable place

Every time I have a work assignment in Mataram, Natuna is my choice. It's located in the city center near a 24-hour supermarket.

Since our regular hotel had seen significant price increases due to the MotoGP season, we ended up choosing this hotel because it wasn't that expensive, but it was incredibly disappointing. The room was incredibly dirty and smelly. We complained to the front desk staff, and they moved us to a cleaner room, but it was still dirty and smelly. The room was cramped, and it looked like the linens hadn't been changed. The curtains were filthy and hadn't been cleaned.

The staff is friendly and very helpful when we have questions, and we also feel comfortable here.

It's nice to be here but maybe the bathrooms could be kept more clean.

room 107 is not suitable. really unlucky to get this room. stuffy room smells of mold, doors, ceilings, walls are moldy. in the bathroom there are red stains, don't know what the cause is. musty smell, moldy smell. wallpaper is also damaged. not suitable at all. try to check the suitability of the room first before giving it to guests. I see that many other rooms are still empty

The hotel location is very strategic, close to food. Please pay attention to the cleanliness of the bathroom. For a relatively cheap price.

the place is safe and comfortable, the location is close to the city center

Strategic location and flexible check in time.

every time to lombok must stay at the hotel nutana ... kamar'a good clean .. pokoxa Like dah stay in nutana .. Nex low to lombok must stay there again

It's comfortable, it's close to shopping too

The hotel staff is not friendly even though I have stayed in Natuna more than 7 times and there has been no change.

Nice place to stay! Easy to access multiple various attractions in Mataram City

friendly staff and very strategic location

The room is quite spacious and very comfortable

Strategic location and comfortable atmosphere

+Can check in faster.+Quite good at reducing noise from outside/the street.-The room is damp, the walls and ceiling are a bit moldy due to the dampness.

Strategic location, rooms are not very clean, staff are not friendly