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“Quite Antique” 4 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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Ranked #5 of 76 Hotels in Surabaya
Surabaya, Indonesia
Contributor
13 reviews 13 reviews
3 hotel reviews
Reviews in 5 cities Reviews in 5 cities
6 helpful votes 6 helpful votes
“Quite Antique”
4 of 5 stars Reviewed April 29, 2014

Still has some smoking and free smoking area. The room interior is quite antique yet modern but a little bit tired, helpful staff and what I have noticed the most is the presence of cute golden retriever at the front gate! I LOVE IT!

  • Stayed March 2014, traveled as a couple
    • 5 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 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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259 reviews from our community

Traveler rating
    112
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    30
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36
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    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 (36)
Date | Rating
  • Chinese (Simplified) first
  • Dutch first
  • English first
  • French first
  • German first
  • Indonesian first
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English first
Singapore, Singapore
Top Contributor
153 reviews 153 reviews
153 hotel reviews
Reviews in 65 cities Reviews in 65 cities
142 helpful votes 142 helpful votes
4 of 5 stars Reviewed April 18, 2014

Stayed for one night and saw some cabin crew checking in so would think it would be a decent enough hotel. However, also because of the crew group checking in, service was slower than expected despite being a Marriot Club member.

Room wise is spacious though it looks dated in need for renovation. The hotel is located near some malls so finding food is not a problem. However due only an overnight stay, we decided to just eat at the hotel which has a few restaurants.

Overall, I would consider this a good business class hotel but perhaps because of the general local atmosphere, there is no clear segmentation of smoking and non smoking area which makes the hotel pretty smoky at various spots in the hotel.

  • Stayed February 2014, traveled on business
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 2 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.
Makassar, Indonesia
Senior Contributor
35 reviews 35 reviews
13 hotel reviews
Reviews in 14 cities Reviews in 14 cities
19 helpful votes 19 helpful votes
3 of 5 stars Reviewed April 17, 2014

stayed for 2 nights at JW marriot right after New years.
its my first stay here after the hotel take over by JW Marriott.
Nothing change, thats why i said need renovation to match Marriot Class.
i speak to the manager when we meet on the lobby, he said renovation schedule by this year (2014).

the lobby is very crowded when i check in, many guests check out after new year eve party.
long queue for check in but staff is very nice.

hotel location is in the middle of Surabaya city. not far from biggest and famous shopping mal.
very good access to everywhere.

the room is big, they give you fresh welcome fruit on the room. actually the room maintenance is good, looks old but all room properties is still work good and also clean.
city view from room is great especially on night.

breakfast is good only the space is very tight.

i think i will back here only after the renovation done

Room Tip: higher floor have nice view, you can see the city
See more room tips
  • Stayed January 2014, traveled with family
    • 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.
Shanker K C, General Manager at JW Marriott Hotel Surabaya, responded to this review, April 22, 2014
Dear Mr Dony HR,

Thank you for choosing JW Marriott Surabaya!

We are glad to read that you enjoyed our room which also known to be the most spacious room in Surabaya. We thank you for your comments and are pleased to inform that we currently in the process of doing our room renovation project with a reputable design team and also plan to renovate our breakfast venue, The Pavilion, to be more spacious so it can be more comfortable.

We regret to learn that you have experienced long queuing during your check-in process due to peak check out period, please accept our sincere apologies for that matter. However, we thank you for complimenting on our nice staff that managed to deliver a memorable service experience starting from guest’s arrival.

Thank you for taking your valuable time to share this review and we are looking forward to welcoming you back to JW Marriott Surabaya and enjoy the newly renovated room soon.

Sincerely,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Jakarta, Indonesia
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
1 helpful vote 1 helpful vote
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.
Singapore, Singapore
Contributor
14 reviews 14 reviews
9 hotel reviews
Reviews in 10 cities Reviews in 10 cities
6 helpful votes 6 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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Montreal, Canada
Top Contributor
105 reviews 105 reviews
102 hotel reviews
Reviews in 56 cities Reviews in 56 cities
302 helpful votes 302 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
See more room tips
  • 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
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:
#3 Family Hotel in Surabaya
#5 Romantic Hotel in Surabaya
#5 Business Hotel in Surabaya
#5 Luxury Hotel in Surabaya
#5 Spa 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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