the facilities were very good. the restaurant was very clean, open and nice. the food on the buffet lunch and breakfast was also really good - lots of variety!! the spa was also very good

Stayed in November 2022

nothing

the room

Stayed in November 2022

A little noisy

Friendly and helpful staff

Stayed in October 2022

nothing

everything

Stayed in October 2022

nothing

Location as it’s in the shopping mall

Stayed in September 2022

There is a noisy air conditioning unit in the spa, which ruins all the idea of the spa when you go there to relax.

Breakfast is rich and the food is delicious. The coffee is delicious. The service is kind and fast.

Stayed in September 2022

All

Stayed in August 2022

The swimming pool looks dirty, would appreciate if it can be kept clean. The aircon in the room was not cold, it was still pretty warm even after setting it to the lowest temparture.

Breakfast spread was wonderful, with different cruisines (western, chinese, local Indonesian). All of the staff that I spoke at the hotel were friendly and helpful, assisting me with my queries.

Stayed in September 2022

Nothing, everything, Best of the best.

location , staff, Rooms, cleanliness, facilities, are Best of the best. thank you so much

Stayed in August 2022

nothing we don’t like. everything is great. thank you

place so beautiful, clean, modern, Best of the best service. thank you

Stayed in August 2022

No Comment At the moment

Customer Service of Staff was Fantastic

Stayed in August 2022

The pool has sharp edges

Location

Stayed in June 2022

nil

location

Stayed in April 2022

NIL

location - it’s next to one of biggest mall in Surabaya

Stayed in April 2022

What I don’t like that after a shower all the water liking out to the bathroom floor

I like room that renovated

Stayed in July 2022

Breakfast is very good with many choices. Kue lumpur, I like it very much

Stayed in June 2022

Nothings.

Location very strategic and complete with shopping mall.

Stayed in March 2022

The apartments are not renovated. Very old-fashioned overall. Equipment is outdated

The restaurant and the Kamu bar are excellent. The pool is fine

Stayed in February 2025

Breakfast and dinner was poor. Mostly for Indonesians. For Europeans it was poor. Hygiene was poor also. In the bathroom was the smell of sewer. The chairs and carpets are dirty. It should be cleaned properly. It is not 5 stars level. In the Kawi lounge it was allowed to smoke, so non smokers can't go over there. Why not make it smoking not allowed. those who want to smoke can go for a smoke outside. the lobby smelled of cigarette smoke. The men's toilets at the lobby are smelling very bad. It has a strong urine odor. And it's also very dark. Time to renovate!

The staff overall were very kind. Especially at the Spa and reception and at the La Patisserie.

Stayed in January 2025

Bathroom, water no strong.

Location

Stayed in May 2024

Gym equipments were very old; limited variety of breakfast menus; had lunch at the restaurant, we ordered only salads, and it came 40 minutes later (seemed that the waiter forgot our order); facilities should be upgraded, not only the lobby.

The staff were very friendly and helpful.

Stayed in April 2024

we're dissapointed when they(receiptionist) didn't let our daughter play piano at the lobby while on previous time the pianis promised us to ler her play.Also the the lady at the restaurant was annoying when she asked us to pay extra since we're 4 person but she didn't know that we're staying in family room....very rude.Actually she can check the list acurately before we lost our face at the front of our kids.Anyway,we might to comeback since we love the location

The best location in town just connected with tunjungan Plaza Mall .the rooms were clean and tidy.Breakfast as always great, alot of choice of foods,drinks and fruits.Pantry very usefull.Amenities also great

Stayed in December 2023

Staff knowledge atvreceptionist

Nothing

Stayed in December 2023

The room I stayed was old. There was a crack on the bathtub. It was obviously seen that the patch work on the bathtub had been done before, poorly executed. The bathtub was still leaking and the surface where the patchwork done was rough and so obvious. There was a note on my room that they were doing refurbished at the hotel and asked for guests' understanding if the works might impact to inconvenience during our stay. During my check in process, the staff told me that with the price I choose I got old room and offered me to move to the new room with additional (40%) price. The price for my old room was already 5* hotel price actually, I don't think it was cheaper than usual. When I asked how would the old room look like at my price, she said overall facilities would be the same but the vibes and tile design would be old, same as the tile at the lobby area. I said if it was only vibes and design looked old, I didn't mind staying at this old room. However, after seeing the bathtub, I was so disappointed. I also had to put extra effort when locking the room door. In my opinion, the room at which I stayed should be closed for guest until it is refurbished. I had stayed at the Sheraton hotel chain in other cities before, but never been this disappointed. The room I had in HCMC had old vibe as well but it was well maintained. Way much much better than in Surabaya.

Location is at the city's center

Stayed in July 2023

Not sure why the Room doesn’t have working desk and I had to request for it. Also there were not enough sockets as well.

Clean, good service all around

Stayed in June 2023