Rated 5 out of 5 by jessyo Good Location, connected to Tunjungan Plaza
We stayed 3 nights at the Club room, the room was adequate in space and spotless. What I loved most was the bed, good quality mattress and sheets, after long journey from Bromo, it guaranteed you best sleeping quality. Club lounge offers breakfast, snacks and beverages all day, also provide free internet, free use of computer & printer. Service are excellent, from front office, waiters in restaurant and club lounge, porters and concierge, they all have done great job.
November 19, 2013
Rated 5 out of 5 by Eskimo46 Unbelieveble
I do not believe my stay firs publishing, becaurse I find it hard to believe that the Way I was treated in eventyr way is ment fore very one. It was unbeleiveble, Nice, Warming, and a lovet experiense.
November 10, 2013
Rated 5 out of 5 by Kanata My Preferred Hotel in Surabaya
Love the location and proximity of the hotel to Tunjungan Plaza, where we can wander around safely without needing a car to get there. There are dozens of good eating establishments, only minutes away, to choose from.
I like the pool, spa and free access to the Internet. Breakfast is varied, plentiful and satisfying. Staff is very friendly and welcoming. They remembered our names from last year's visit, which is really something.
What was disappointing, however, was the fact that the upstairs lounge was not smoke free. Several times we looked for a place where we could sit quietly with our visitors. Every time somebody started smoking we had to leave. The unhealthy and disgusting stench of smoke really bothered us. It is most inappropriate in this day and age. I realize smokers also have their rights, but not at the expense of others. I am glad Sheraton at least has non smoking rooms/floors. So, why not
a separate enclosed lounge to cater to smokers? Starwood hotels we've stayed at elsewhere are entirely smoke free :-)
November 4, 2013
Rated 5 out of 5 by Nitass Excellent
Nice hotel, good location, excellent service
October 31, 2013
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
Rated 5 out of 5 by Harry0 great hotel
excellent experience at the hotel
October 28, 2013
Rated 3 out of 5 by JLim13 J Lim
Overall is satisfaction. However the towel looks too old with some smell. This is hygeine matter. Hope you may look into it.
October 28, 2013
Rated 4 out of 5 by Dhmuljono Feel like at home
With a combination of international arrangement and traditional features, this hotel is a good place to get relaxed abd enjoy the typical Indonesian characteristics
October 20, 2013
Rated 5 out of 5 by Roman2012 Great Experience
Right from the beginning of our vacation when we were met by Sheraton staff at Surabaya airport, our journey of delight and fulfilment commenced.
The staff who greeted us at Surabaya airport was very polite and courteous. My journey to the Sheraton Hotel was comfortable and relaxing.
On arrival the reception service staff were very polite and very experienced which made our booking process quick and easy (considering I have 3 rooms booked).
After our first night, we made a requested to upgrade our room. Reception services made the transition so effortless to our new room.
We met up with the Sheraton General Manger Christopher that night in the Club lounge as he was chatting with guests. A truly exceptional man, very perceptive and welcoming person.
As I planned to spend my birthday at the Sheraton, we were introduced to Renaud – Director Food and Beverage. His expertise and devotion in planning our birthday dinner was outstanding. A few simple notes, his flare of creativity and my birthday dinner was planned, confirmed and arranged.
We must thank these two people, who lead by example, dedicate devotion and commitment to customer service in looking after our needs, no matter how small.
“THANK YOU CHRISTOPHER AND RENAUD”
The many staff members who have been groomed in the Sheraton way, we also thank you. Your pleasant smiles and welcome has made our stay so very wonderful.
“THANK YOU TO STAFF FOR MAKING US WELCOME”
If you have not stayed at the Sheraton Surabaya, or any Sheraton Hotel, do it as soon as possible. You will enjoy it as much as we have.
October 1, 2013
Rated 4 out of 5 by Sharifah1 Great location, execellent service by the staff
The warmth and sincerity that I felt from your staff at the Club floor, whom at the first instant was very welcoming and extremely attentive, informative and helpful. In fact the staff from the concierge/ reception/ Chinese Restaurant to those at the Executive Floor were extremely polite and made us feel welcomed. At one time I could not send an sms through my handphone and a guest was coming to the hotel at the last minute while I was dining at the Lung Yuan, and one of your friendly and attentive waiters accommodated my needs by letting me use the landline from the restaurant so I could continue my dinner with my mother, and made quick confirmation for our meet. Bravo to the waiter. This was one of those special moments. I'm sure if you asked the staff restaurant they will know who we were as we were the first ones to dine on that Saturday night, as it was a rather noisy night at the lobby. The staff at the hotel did not let me down. The food at the Chinese restaurant was excellent.
September 30, 2013
Rated 5 out of 5 by Harwid19 A great stay !
Nice location at the center of Surabaya, friendly hotel staff and a free in-room WiFi !
September 8, 2013
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 5 out of 5 by AW1804 great location, most comfort room
quite a high price ya...if possible we can have a better rate because we travel quite often
September 2, 2013
Rated 5 out of 5 by Andreasch Great Location, Great Staffs, Great Hotel.
The hotel is located in the city area and is linked with one of the biggest shopping mall in Surabaya. Easy access to amenities. Room is big, clean. Breakfast is also excellent. Great hotel for you and your loved ones. Will definitely stay there again.
August 25, 2013
Rated 4 out of 5 by akib great location
This hotel location near to the mall, so we can spend the time by shopping n pleasure any time.
August 18, 2013
Rated 4 out of 5 by Ronny81 The Noisy Room
It's the first time, We come to Sheraton, because it's reccomend our friends, near Tunjungan Plaza. But When i come to this hotel, i'm very dissapointed, because :
1. it's very late the room boy service to carry on luggage, until i'm call they will come. And then
2. i'm go to parking the car on the ground floor, but very..very hard to find parking. And i'm come to lobby again to valley parking (valley parking must pay Rp 40.000?, i think in every hotel parking is not difficult, and valley is not pay, because this is service hotel).
3. And the nite, i'm dinner with my guest at kafe Bromo, (in the Cafe, have a bithrday party), i want to eat porridge, but it's empty, i'm ask the waiter, if i want to eat, she ask to fill up again, until 20 minutes, the porridge still empty!
4. I'm stay at room 2210 for 2 days, the room very noisy, maybe the air conditioner want to service.
But i think i'm like the room, because i can sleep comfortably, and breakfast is good (pork bacoon is my favourite), my family like the pool.
August 11, 2013
Rated 4 out of 5 Nice hotel with good services.
Nice hotel with good services. Rooms are big and very attentive housekeeping. Centrally located with easy access to shopping malls. Very convenient. Rooms are clean and hotel is indeed value for money.
August 2, 2013
Rated 4 out of 5 by Eddy9852 Great location
Great location, but price could be better
June 17, 2013
Rated 5 out of 5 by Putim Memorable stay experiences
Since 2004 when first enjoying stay at Sheraton Hotel & Resort, to date has received more and more rewarding and memorable stay experiences . Always seen polite warm greetings from hotel staffs. Services are prompt, friendly and know what most guest are needs. More than happy to stay back at this hotel.
June 13, 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 4 out of 5 by Citra good location
this hotel has a great location with direct access to the department store. also the staff is very friendly and welcome. we enjoyed the executive floor with a good service.
May 21, 2013
Rated 4 out of 5 by Jim72 Comfort stay
Big room, nice and friendly staff, breakfast was great,next to big mall too,will stay again , if I visit surabaya.
May 20, 2013
Rated 5 out of 5 by Uprightroy Excellent, prompt, courteous
I commend all the staff at the Sheraton, Surabaya for making my stay a very pleasant experience. Service was courteous and very prompt, friendly.
I have no hesitation in staying there again on my next visit to Surabaya.
May 18, 2013
Rated 4 out of 5 by Kate Good Stay, but room for improvement
I had a nice stay. Room and staff were good. However, not very impressed with breakfast buffet. I think this is an area that could be improved.
May 18, 2013
Rated 5 out of 5 by Traveler1 Ideal for business traveler.
Excellent staff...friendly and professional. The hotel met my expectation and I look forward to my next visit.
May 17, 2013
Rated 2 out of 5 by Cosmo Mr. Moore, Do you really Want to Know ?
Toilet Shower Door Does not close well. When showering the water leaks out onto floor and the floor gets slippery and is dangerous for older people and children.
Toilet Bowl flushes and the water keeps running which is wasting water.
Cake shop does not have nor does it display a list or photo of cakes/products it sells and prices.
The Restaurants really needs to improve the food. Thankfully the breakfast buffet was reasonably good.
I am SPG member but somehow the reception staff made 2 different numbers for me and I never seem to get my points either even if I order Room Service etc. Finally, the 2 SPG number issue is now resolved. However, I am also curious why Sheraton Hotel Reception Staff would have their own SPG number...? Maybe its a norm?
Its also very complicated to ensure that the money spent in the hotel will automatically be credited into the SPG account. It would be easier if the SPG number is attached to your room number and then if you use the massage or the restaurants etc, at the check out, you automatically get the points credited. Why does each location ask for you to produce the member card?? What if you were going swimming and you did not want to bring the card along etc etc.
Many of the staff at the reception desk are lacking in service quality. Lacking in genuinity for their service. In the past it was even worse. Now at least they seem to try to remember what being service oriented means.
I had friends who attended and made bulk bookings for one of the Dinner Festival Events arranged by the Coffeehouse and they were very upset and shocked at the rudeness & response of the manager there who made a mess of the sitting arrangements.
I joined the VIPClub. And one of the few benefits was a 25% discount on massage at the hotel. When I went for the appointment, was lying on the massage bed, the duty manager comes in and says oh there will be no discount for this massage. I was agitated and asked why? The print upon joining clearly says 25% discount. IF ONLY some types of massage will get a discount, it SHOULD state so clearly. It completely ruined the massage that did not even start yet and it ruined my morning.
I can go on with other issues, however I will not waste my time further.
Further down in your survey, you ask for the SPG Member Level. I am not sure what mine is. I asked for help from the reception staff to also help me with the log in and the issuing of the permanent card not the temporary piece of paper scribble they gave me. But, at the end of the day, the request was not completed.
The hotel's merit is really its location being next to the mall. Otherwise....
It is very unpleasant, using my time to give such feedback. However, the SERVICE Staff represents and is the image of the hotel unfortunately. So it would seem like some of the staff there have been around for so long that bad service has become their habit (Since hotel is in good location so who cares...) OR the people in charge of HR and training need to be given the ..........
I request that you use my feedback only for your knowledge to improve the service in your hotel. I sure hope that the hotel staff in Surabaya will not know who gave this feedback as I do not wish to be targeted for even worse service. Thank you.
May 13, 2013
Rated 5 out of 5 by Robbert Great. As always.
Been a guest for many years already, and it just keeps getting better. Staff (reception, frontdoor, concierges, F&B) always makes me feel welcome and at home. Looking forward to my next vist!
May 10, 2013
Rated 5 out of 5 by Wray Staff make this the hotel to stay in
The Sheraton Surabaya is well located for business appointments. It has flexible function rooms. Great food. Restaurants and for business or leisure functions.
The new wifi has made a world of difference.
Staff are the single most important feature. YES I mean all of the staff. Terrific. A joy to come home to.
May 9, 2013
Rated 5 out of 5 by bambie Internet friendly
It's been a while I didn't stay at Sheraton Surabaya and when I stayed there couple of days ago I was very excited when the front officer who served me on my check in said that hotel serves free wifi without username without password. That's perfect.
May 4, 2013
Rated 4 out of 5 by Jenny Good location
I stayed at this hotel for 2 days. The hotel is located beside the Tunjungan Plaza and at the city ,convenience for shopping and find food.
May 1, 2013