Rated 5 out of 5 by Rubiyem A pleasure to stay, as always
A special note to the pastry team at the Sheraton Surabaya: lovely mini croissants, thank you
Superb service at the Club Lounge.
January 1, 2014
Rated 5 out of 5 by Nirwana This hotel has great services
I had a very pleasant time, the associates are great especially at the club level, they will do the extra step to help you.
November 30, 2013
Rated 5 out of 5 by Cherryred Excellent service
Sheraton is my best choice of hotel to stay in Surabaya, Indonesia. Not only the hotel is next to the combined 4 malls, the service was also tremendously terrific!! Convenient and efficient. I had an electrical problem in my room late at night. I called the receptionist downstairs. Two minutes later, a guy with ladder showed up in front of my door. It took him less than 5 minutes to fix the electricity. The next day, my husband ordered a suit from Luwes tailor @Atom market/mall. When it arrived, I got a call from downstairs. I went down, this Sheraton staff waited for me near lounge area holding my husband's suit. To be honest, I never got that treatment when I stayed at the hotel in the US or London or Paris. Other than that, they extend the mall up to the 5th and 6th mall. These two are still under construction. On my check out day, one of the staffs offered me if I needed a taxi. By the time I'm done giving the receptionist my room card and signed the paper work, my husband's and my luggage were already in the taxi, and the taxi driver was waited for me on the entrance door. What an exceptional service!!! Next time I visit Indonesia, I would be staying in Sheraton Surabaya again.
December 28, 2013
Rated 4 out of 5 by Tony Experience
The place was awesome due to its location which is just a step away from the Biggest Shopping Mall in Indonesia.
October 22, 2011
Rated 4 out of 5 by akus Will stay again in this hotel
Excellent service and room
December 17, 2013
Rated 5 out of 5 Great recognition for SPG members
I decided to book a stay at this property on my birthday since this property lies in a strategic location and it's connected to Tunjungan Plaza, which is the biggest shopping mall in the city. This property went above and beyond my expectations in terms of their staffs and service to ensure their guests having the best experience. Due to my SPG Platinum status, my standard room got upgraded to a suite during my 2-nights stay and the suite came with some nice amenities as a bonus. Check-in experience was not rushed and convenient. The Guest Relations Manager, Angesti, helped me during the check-in process and she patiently answered my questions related to special offers for special events, such as birthday and such. On my birthday, to my surprise, I got a special visit from some of the hotel's staffs wishing me happy birthday! I've had personalized greetings many times at other SPG properties, but this without any doubt belongs to the top of the list. It just shows how much the staffs value SPG guests and I'm sure it goes along with the other non-SPG guests as well. Other than the top notch highly personalized customer service by the staffs, both I and my wife love the tower's club lounge and our breakfast experience at Cafe Bromo. Both food selection and staffs were great. Overall, we'd love to come back to this property.
October 2, 2012
Rated 1 out of 5 by NoraTansil1982 This hotel need to pay more attention on the hygienic
Need to pay more effort on the room, bathroom and furniture cleanliness and hygienic matter
July 6, 2014
Rated 2 out of 5 by Ubontip Old Facilities
The Facilities in the room is too old. The stuff in Bathroom is dirty and broken which caused of noise.
Bromo for breakfast is not that much choices for this class of hotel
June 25, 2014
Rated 4 out of 5 by Brand77 Great location, but not the price
Very convenient walking to shopping mall beside, but not worth the value paid for such an old hotel which never renovates for the pass decade.
June 26, 2014
Rated 4 out of 5 by Gideon888 Nice Hotel
Check In and Check out service is commendable, and SPG member are treated with an excellent. Room quite spacious, clean. Complimentary internet connection is really helpful and good for business stay. Lighting in the room need to be brighter especially at night. You can hear the noise from the next door bathroom (shower) , which sometime quite annoying when you are in the bathroom. The room needs a bot refurbishment to make it look modern as it looks a bot old at the moment. Overall, it's a very nice hotel to stay and convenient location as TP Plaza just withing walking distance.
March 16, 2014
Rated 3 out of 5 by Ben2012 Service is great, but hotel hardware needs some work
I have always had pleasant experiences at this hotel before, but this time perhaps it was just bad luck. The internet in my room was not functioning, and the A/C in the bedroom kept making ringing noises all night. They sent a technician to fix the internet immediately. However, it took him over an hour to find the source of the problem, and it was already getting late at night.
The staff, however, did do everything they could to rectify the problem, and their effort was very impressive.
Unfortunately, they still missed giving me my wake up call the morning of my checkout.
May 11, 2012
Rated 5 out of 5 by gemini11 Shopping spree
I love the location of the Sheraton for the close proximity to the shopping mall.
The staff are well trained
The hotel is exceptionally clean
The food is good
The staff are polite and extremely helpful - they remember their guest preferences
Transportation is on the doorstep or the hotel car is available if booked ahead of time
Anyone travelling Garuda domestic - you need to know the domestic flights leave from the international terminal not the domestic
May 15, 2014
Rated 4 out of 5 by Dharma Excellent Staff
I really enjoy my long stay at Surabaya Sheraton Hotel.
Front Desk Staff are extremely polite and helpful. They know how to really make me feel at home.
Cafe Bromo staff Always smiling and very professional. Breakfast is always fantastic. I love the variety of food Café Bromo provide. With each breakfast I became more spoiled.
Front Desk and Cafe Bromo staff know my name and politely greet me with smile.
These are the things that made me enjoy my stay at this hotel, but my warmest congratulations to the hotel for their choice of personnel.
Thank you all.
April 8, 2013
Rated 1 out of 5 by SB2311 Nice stay - but not the water in the bathroom
The check in was good and I appreciated the upgrade to Sheraton club floor. The room is clean, big and comfortable. The big disappoinment I had was the quality of water in the bathroom (bath tube). The water is so dirty (brown color - I still kept the picture) so I cancelled the idea of enjoying the bath tube. It was late at night already so I reported it to the hotel when I check out. I did not get the five star hotel experience as I paid.
April 29, 2014
Rated 4 out of 5 by Ron70 Superb service but plenty of rooms for improvement in room comfort
Location is superb, connected to the largest shopping mall in town and close to everywhere you need to go. Staff is great, the hotel facilities are superb. Wireless internet is FAST. However, the same compliment cannot be extended to the room comfort, specifically the mattress. The mattress in my room showed signs of sagging and I have my doubt that it's the Sheraton Sweet Sleeper Bed. Bathroom lighting is too dim, while the work seat cushion also sagged. Balcony door could use a better soundproofing as one can clearly hear the sound of prayers from nearby mosque and the sound of the wind howling outside actually woke me up from my nap. Hotel TV offers lots of options, but strangely no Barclays Premier League football matches on its ESPN sports channel.
January 20, 2013
Rated 4 out of 5 by Raymond In Center of Surabaya
The hotel is average for this type of hotel chain. Service is somewhat below average as there are not enough employees helping. Room Service portions are above average and is well prepared. It is a good location within the city and security is good. The biggest problem is the lack of available power plugs ... (1) in bathroom and (1) international and (1) local power plug near desk ... its NOT enough. Also the room or rooms have plumbing issues with loud pressure noises when you use the toilet or shower... it needs to be addressed
May 23, 2013
Rated 2 out of 5 by Txyz 1st stay
-sound proofing from corridor and external noise very poor
-toilet taps - too tight to close
- WC flooding/cannot flush propery
-bed very hard
-smoke smell in non-smoking room
-taxi service - blue bird to int airport is not accurate - > 170,000 Rph vs estimated 100,000
-request corp rate for future bookings but rate very unattractive
May 14, 2014
Rated 4 out of 5 by Spuller Great Hotel
The hotel is accessible next to a shopping mall. The staff is pleasantly courteous and pleasant. Breakfast was a good spread at Bromo Restaurant and I particularly like their cucumber juice concoctions! The Sheraton Club lounge was a good refuge for drinks and snacks after a whole day out touring the city. The gym was modern and fully equipped. I didn't like the pool layout though as it was next to the restaurant, hence less privacy. Overall, I really enjoy staying here and I think this is the best Sheraton in Indonesia.
December 14, 2013
Rated 4 out of 5 by Suzie06 The location is great
It's an old model hotel, the landscape is not good, but the location is good
May 19, 2014
Rated 3 out of 5 by Malou22 Renovation needed for toilets
The bed and pillows are very comfortable, staff service is good and bfast is good but the toilet smells and the towels were so old and the color are already grayish and with stains.
Note: I also stayed last month at Sheraton Bali and didn't received this email feeback but they placed me in a room near their lounge and was very noisy and can't sleep!
April 22, 2014
Rated 4 out of 5 by tracy80 Great stay
First timer to stay here even though I have known this hotel for sometimes.
Great service, kind and helpful staff, overall it was great and lovely stay.
May 11, 2014
Rated 4 out of 5 by Boojie The staff is so accommodating
The staff was accommodating and very respectful. I would highly recommend this hotel. Thanks for the hospitality.
May 1, 2014
Rated 3 out of 5 by andych My room was a disappointment
The room needs really severe maintenance and intensive cleaning.
Till 2 p.a. there was no room service
and also none for the night.
Newspapers either I didn't receive or not in english
Coffee cup was not well cleaning, you could see, a tea drinker used it.
April 12, 2014
Rated 4 out of 5 by Ivante Best choice for shopping and culinary lover
Located in the heart of Surabaya, Sheraton is best choice for travellers who love shopping and culinary adventure. Several big malls to walk around and local culinary are ready to be visited. My stay was comfortable as Sheraton provide good fitness and swimming pool facilities. Recommended.
April 2, 2014
Rated 5 out of 5 by Rickkl Great quality and value for money
Felt welcome from time of check in to check out 5 days later. Great location next to large shopping center.
The property is very well maintained and the rooms offer all the amenities one can wish for including ironing board.
The hotel arranged a tailor made 4 hour tour of the city in a hotel car at a bargain price.
Will definitely recommend the hotel and stay there again when opportunity present itself.
September 4, 2013
Rated 4 out of 5 by poetaw nice hotel and close to mall
the hotel have great services,nice room and the location also good. easy to go to one of the biggest mall in surabaya which is tunjungan plaza surabaya. the breakfast also good with international and traditional menu.
March 30, 2014
Rated 3 out of 5 by laumao Cafe Bromo - dinner 27th Feb
I ate at Cafe Bromo ordered the Ceasar salad with chicken and fish and chips.
The chicken was heated up in a micrwave and tasted dry rubber. The fish was frozen fish bites you buy at a supermarket for kids and the chips were look warm. I will never eat there again when I stay next week.
The food is not worth any star and is over priced I would sack the chef.
March 1, 2013
Rated 4 out of 5 by Khey Exceptional Customer Service
I regularly stay at the Sheraton Hotel Surabaya when I'm in town for work. It's a great location in the heart of the city and it has direct access to the Tunjungan Plaza. The staff at the hotel are very friendly and helpful, and the front office staff makes the effort to remember your name and room preferences to make checking-in a quick and easy process.
October 10, 2012
Rated 4 out of 5 by Spectacles Hotel near shopping
Stay for relaxation is most suitable. Good location, easy access to shopping and eateries. Easy to get taxi too. Room scenery is good except housekeeping was way below expectation.
Reception, fitness centre, pool and concierge are very good. Will still use this hotel and hope to see improvement in its Housekeeping:)
February 3, 2014
Rated 2 out of 5 by SPG01 5 star incompetence
- requested for quiet room and ended up with one in front of construction
- mini bar was locked with my purchased juices inside
- concierge desk has little insights on local places and is not very helpful
- quality of F&B is very average
- amenities are 3-star quality
- basically badly run hotel with no staff training on customer service
October 29, 2013