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“Nice and Comfort Hotel” 5 of 5 stars
Review of JW Marriott Hotel Surabaya

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JW Marriott Hotel Surabaya
5.0 of 5 Hotel   |   JL Embong Malang 85-89, Surabaya 60261, Indonesia   |  
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Special Offer
FREE Wi-Fi
Ranked #6 of 86 Hotels in Surabaya
Certificate of Excellence 2014
Jakarta, Indonesia
Reviewer
5 reviews 5 reviews
4 hotel reviews
Reviews in 5 cities Reviews in 5 cities
1 helpful vote 1 helpful vote
“Nice and Comfort Hotel”
5 of 5 stars Reviewed April 16, 2014

I love stay in Marriot because of Good Hotel. The Room condition is very nice. Comfort Bed. Location in JW Marriot Surabaya is close to anywhere. In front of Rawon Setan Famous Food in Surabaya. Rawon setan open until 4am so you can go anytime.

  • Stayed March 2014, traveled with friends
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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307 reviews from our community

Traveler rating
    134
    131
    34
    5
    3
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (43)
Date | Rating
  • Chinese (Simplified) first
  • Dutch first
  • English first
  • French first
  • German first
  • Indonesian first
  • Italian first
  • Japanese first
  • Russian first
  • Spanish first
  • Any
English first
Singapore, Singapore
Senior Contributor
22 reviews 22 reviews
13 hotel reviews
Reviews in 14 cities Reviews in 14 cities
13 helpful votes 13 helpful votes
4 of 5 stars Reviewed April 14, 2014 via mobile

Stayed a night in Surabaya. Was upgraded to a suite and the views were great. Huge room. Spent a lot of time in the executive lounge. The lounge is great, but they could do better to have some snacks available and cater to vegetarians as well.

Stayed April 2014, traveled on business
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Shanker K C, General Manager at JW Marriott Hotel Surabaya, responded to this review, April 17, 2014
Dear Sir,

Thank you for choosing to stay at the JW Marriott Surabaya, we are pleased to hear that you enjoyed our spacious suite room and newly renovated executive lounge.

We wish to assure you that we take every feedback with utmost importance to continue offering the best of services at all times. We do have a chef and kitchen facilities at our executive lounge to cater to any special dietary requirements a guest may have, we shall make additional engagement with our guest to ensure they are aware of these options at our executive lounge.

Once again, we wish to thank you for your feedback and we look forward to welcoming you back to JW Marriott Surabaya.

Warm regards,
Shanker K Chandra
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Montreal, Canada
Top Contributor
124 reviews 124 reviews
121 hotel reviews
Reviews in 59 cities Reviews in 59 cities
376 helpful votes 376 helpful votes
4 of 5 stars Reviewed April 3, 2014

Excellent and spacious rooms, perfect design, extra clean, and perfect air-condition.
Bathroom well sized including bathtub and separate shower cubicle, good water pressure, and toilet has a Toto bidet.

Rooms have both WiFi and cable internet, bandwidth is excellent and free for Marriott reward members. (In my room Wi-Fi had a good signal just in part of the room).

It is a tall building in a low-housing area, and you get a nice view of city and harbor.
Service is good and friendly

21st floor executive club is large, modern design, and their staff are very friendly and eager to help. (However not too professional, as checkout took them eternity).

One minus for this hotel, as rooms are on the old side, including the plumbing. I had a suite, and there was had no ventilation in toilet.

  • Stayed February 2014, traveled on business
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Shanker K C, General Manager at JW Marriott Hotel Surabaya, responded to this review, April 11, 2014
Dear Sir/Madam,

Thank you for staying with us and we are delighted to hear you had an enjoyable time at our hotel. Our executive lounge on 21st floor was recently renovated in November to make our guest feel more comfortable.

Please accept our sincere apologies for any delays you have experienced during your check out process, we shall review the process based on your feedback and perform necessary improvement to merit the confidence you have placed in us. We wish to also inform you that the hotel is presently working on our rooms renovation project with a reputable design team.

Once again, thank you for taking your valuable time to share this feedback and we look forward to seeing you again soon.


Best regards,

Shanker K Chandra
General Manager
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Jakarta, Indonesia
Reviewer
3 reviews 3 reviews
1 helpful vote 1 helpful vote
3 of 5 stars Reviewed March 25, 2014

+++ : - Free shuttle bus to TP/Sogo every 30 minutes
- Food taste are really nice
- Taxi always available

- - - : - The room little bit old, need to be re-maintained
- Area from breakfast is small, overloaded, even i was put in the smoking lobby area, sit on sofa for bfast

Room Tip: Choose new hotel to get clean room
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  • Stayed March 2014, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Shanker K C, General Manager at JW Marriott Hotel Surabaya, responded to this review, April 2, 2014
Dear Sir/Madam,

Thank you for spending your valuable time to write this comment.

It is true that we have free shuttle to Tunjungan Plaza every 30 minutes and we are very happy that you have enjoyed our food during your stay. Taxi is always available to drive you to your destination, in fact we also provide limousine services as an option.

We are glad to inform you that we have planned to renovate our guest room and also The Pavilion Restaurant (the breakfast venue) to be more spacious and comfortable and able to accommodate our entire guest during breakfast time this year.

We would be delighted to have you returning to our hotel for your future stay.


Warm regards,


Shanker K Chandra
General Manager
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San Francisco, California
Senior Contributor
33 reviews 33 reviews
18 hotel reviews
Reviews in 16 cities Reviews in 16 cities
17 helpful votes 17 helpful votes
5 of 5 stars Reviewed March 23, 2014

Comfortable place to stay or as your home base while in Surabaya.
Appreciate free shuttle bus to the nearest mall especially in the evening.
Best, across is Rawon Setan café.
Not so far from Pasar Atom to enjoy both shopping and eat out.
Very helpful staffs

  • Stayed March 2014, traveled solo
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dubai
Reviewer
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed March 22, 2014

This JW Marriot is a bit outdated. Bathroom should be renovated. Friendly staff, fantastic beds and good value for money. The upgrade for using the Business lounge is quiet expensive, but service is good. Would recommend this hotel to someone else.

Stayed March 2014, traveled on business
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jakarta, Indonesia
1 review
3 of 5 stars Reviewed March 12, 2014

Stayed there last month, hoping that previous experience - years ago with worn and soft mattress just something of one-off experience. However sadly the mattress quality is still the same and badly need a replacement. I'd rate this hotel as 5 out of 5 otherwise, but sleep quality is very important. Hope the management pay attention into this.

  • Stayed February 2014, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Shanker K C, General Manager at JW Marriott Hotel Surabaya, responded to this review, March 17, 2014
Dear Mr Welli,

Greetings from JW Marriott Surabaya.

Thank you for taking your precious time in letting us knows of your recent experience at our hotel and we certainly appreciate your valuable feedback.

We have noted your comments in relations to our mattress condition, we are pleased to inform that we have started replacing our mattresses the last 3 months and we thus far have completed 70% of our rooms. We are expected to finish the remainder 30% in the next 30 days.

Thank you for your support towards JW Marriott Surabaya.
We are looking forward to welcoming you again to our hotel.

Sincerely,

Shanker K Chandra
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about JW Marriott Hotel Surabaya

Address: JL Embong Malang 85-89, Surabaya 60261, Indonesia
Location: Indonesia > Java > East Java > Surabaya
Amenities:
Bar / Lounge Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#2 Family Hotel in Surabaya
#6 Spa Hotel in Surabaya
#6 Luxury Hotel in Surabaya
#6 Business Hotel in Surabaya
Price Range (Based on Average Rates): $
Hotel Class:5 star — JW Marriott Hotel Surabaya 5*
Number of rooms: 407
Official Description (provided by the hotel):
An extraordinary oasis of calm and refinement, the 5-star JW Marriott Hotel Surabaya exudes the sophistication and intuitive service expected from the finest luxury hotel in Surabaya. Set in the heart of the burgeoning business and shopping district, guests will find spacious East Java Indonesia accommodation featuring exquisite European decor, marble baths and sublime luxury bedding. Dining at the JW Marriott Hotel Surabaya is culinary journey, with international sensations tempting guests at our Pavilion Restaurant, Tang Palace Chinese Restaurant, Imari Japanese Restaurant, the Vertical 6 Club & Lounge, and the acclaimed Vis a Vis French Restaurant. ... more   less 
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Also Known As:
Marriott Surabaya
Jw Marriott Surabaya
Surabaya Marriott
JW Marriott Hotel Surabaya Java

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