Totally Unacceptable

For the OP friend who was given a treatment, regardless he is a guest of the hotel and needs to be treated with respect.

This would have ruined his massage treatment.

I have stayed at this hotel and think it is a delightful property, BUT it only takes one person or one incident to annoy a regular customer

good to see that Hyatt are taking this up.

Indonesia is normally a country where people are very pleasant and tolerant int he service industry, and I do understand the cultural differences with the main influence being Islamic