JW Marriott Hotel Surabaya

Reception staff was really efficient and nice. The exclusive lounge is nice and efficient. We specifically would like to encourage Timothy, he was the most special host and we wish him a great and successful future in his hospitality career as he much deserved it. Timothy is so sweat and always making sure his guests are fully satisfied.

The quality of the food. The chefs are doing their best with a lot of different recipes, and that’s great. But for this kind of hotels, they should use better quality of the ingredients, for exemple, the low quality of the beef bacon… Both my partner and me was there for our birthdays, and even they asked for our passports to prove it, no special attention was given… just saying that a big hotel like that should take this events in consideration. The pool is very small ( even it looks very big in pictures and from the rooms…) and very dirty ( the water was not clear at all… you don’t want to jump in at all…)

Clean, quite, room spacious, hospitable

The breakfast room is too crowded. The waitresses were busy but not helpful. Its take 15 minutes to wait fo coffee and only got one when called them three times. Asking for spa was so annoyed, called front desk, forwarded to other and should wait for long, being asked again and ended with please wait i will forwarded to the person in charge, and you have yo takk again from the beginning what do you want. And the answer was...wait i will forwarded to someone else. At the end, he will ask you again what kind of help do you need. As if i am staying at two stars hotel.

Location and breakfast 🥰

I lost my fave white t shirt it may not have a value for the marriot staff but for me it has very high value. it’s not about the price. I left my white t shirt in the towel rack in the room 1922 (if i am not mistaken this is my room number) i knew i forgot it but they could have called me. i came to the reception to check and one of the staff said nothing was found in the room. Where could it be if i left it in the room?? I could see that this is not important for them and they just simply said they don’t have but i left it in the room. I could have rated 10 excellent if this incident not happened despite i have few more topics happened earlier. but the staff manager very well.

HOTEL IS AS PER STANDARDS OF JWM FOR INDONESIA . LOCATION IS GOOD/ ROOM IS GOOD / HOWEVER FACILITY IS OLD / BREAKFAST IS EXCELLENT BUT YET AGAIN 380000 IR ??THAT IS 38 SGD WHICH IS VERY HIGH BY LOCAL STANDARDS OF OTHER HOTELS

HOTEL IS AS PER STANDARDS BUT FOR INDONESIA THE COSTS MAINLY FOR THE IN ROOM DINING WAS CRAZY AND VERY EXPENSIVE. ACTUALLY EVEN A ROOM COSTS TOO HIGH FOR LOCATION AND AT LEATS SHOUDL HAVE INCLUDED THE COST OF BREAKFAST ...................

The staffs hospitality are impeccable, breakfast has various menu and tastes really good. Children below 12 years are free for breakfast if you have marriot membership. They prepared a birthday cake and personal messages for my 6 yrs old birthday son.

This is an old hotel, so the interior is a bit outdated, when we stayed there our bathtub drains are broken, but our butler send us the technician and it was fixed. The facilities might need renovation but the hospitality are still the best, so I will definitely come back to marriot.

facilities such as gym and sauna. from the gym we can see the city view and sunset

I don't think it's appropriate as a 5 star hotel, they combine 2 single beds into a king bed. Unfriendly staff. When we checked in they seemed rushed and ignored the type of room booking. when booking it was clear we chose city view, but when we checked in we were not informed of anything and were immediately given a pool view

it was fantastic from the entrance when greeted by the concierge to the security then the front desk checking in to the staff through at breakfast in the Lounge bar through the hole hotel were great best ever and I have stayed in lots of hotel but JW Marriott the best

it was the best

Hospitality from staff was highly commendable. I requested for a special arrangement for my Aunt’s 90th birthday and the staff prepared a special swan towels and three small but yummy cakes with special wishes. Rooms were spacious, beds were comfortable, bought yummy durian bread and birthday cake from the bakery.

Executive Lounge cocktail options were limited and breakfast was okay. Smoking is allowed in the air conditioned restaurant downstairs.

The pool area was particularly good! The uppercut restaurant was also amazing and the waiters were great!

The only negative thing was their laundry service . For one bag of normal clothes (which we would normally pay 25.000 IDR) we were charged 2.000.000 = double the price of a night there. That was insane and I still don't understand what on earth they do to the clothes to make it THAT expensive.

The studio room with city view I was staying at is comfortably spacious. Immaculate cleanliness. Complete amenities. Attentive staff. Nice pool area. Great location (only walks away to Tunjungan Plaza and around). Though the building is no longer new, the hotel still carries finesse and elegance. A true embodiment of 5-star busy city hotel.