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Sheraton Surabaya Hotel & Towers
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Reviews (853)
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All reviewstunjungan plazathe club loungeshopping malldirect accessbusiness tripchinese restaurantbiggest mallan upgradeexecutive floorlive bandspg memberbreakfast buffetthe heart of the citystayed nightsfront office staffpleasant stayswimming pool
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345 - 350 of 853 reviews
Reviewed May 13, 2014

We stayed at the Sheraton about 4 weeks ago on the club floor. The service on the club-floor is personalised, and faultless. We enjoyed a good breakfast , afternoon tea and happy hour. The staff were helpful and friendly.

We also ate at the chinese restaurant more than once. The food was good, and the staff were all helpful.

Location of the hotel is also good, with a huge mall next door. The mall is undergoing some amount of renovation but the shops are generally open. Large selection of shops... but I feel this mall is a bit over-rated .... the selection of food is a bit lacking.

Nevertheless, if you're looking for travel arrangements... besides the hotel concierge, you can also visit the travel agency that's right out in the mall by the back door of the hotel. Most tourists plan to visit Mt Bromo ... but don't forget that Majapahit Trowulan (about 1-2 hours outside the city) is also worth a visit. Currently being evaluated as a world heritage site.

Where this hotel got its 5th star in my review knocked off is:

1) The cafe on the ground floor (was it bromo cafe?). The service was so-so ... but the cooking was dreadful. We didn't finish anything we ordered. The hainanese chicken rice on its menu was clearly the worst rendition of this dish I've had in living memory. I think the captain realised it and offered us some desert to make up for it... nice of him, but doesn't discount the mediocre cooking.

2) The Spa was *BAD*. The setting was more like a sports centre with massage rooms. So more like a massage salon. The technique of the masseuse was bad... poorly trained... and our sessions were individually at least 15-20mins shorter than what we had paid for.

If you're after a massage, there must be other options in Surabaya.

3) The swimming pool area - it was noisy on a weekend, and lacked adequate shelter from the sun for those of us who didn't want it. Furthermore, back to the pool area there is piling work going on for the construction of a new building .

4) The only other thing of note was that the shower pressure in the bathrooms was not great. We were moved from one room into another, as the first room had a ventilation system which was taking in some of the smoke from the nearby smoking lounge.

My wife was ill... so we actually spent a lot of time in the hotel and it was very nice.

Despite these issues, it was overall a very pleasant experience and we would stay there again if in Surabaya.

Just maybe avoid the cafe and the spa.

Room Tip: The best views are on the higher floors. If you have SPG membership, you can higher floors than booking as a member of the public. However - the Sheraton site doesn't offer the best rates as what it (and their staff) claim. The aggregator engines do offer better rates.
  • Stayed: April 2014, traveled as a couple
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Thank keltzar
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Teresia W, Director of Sales & Marketing at Sheraton Surabaya Hotel & Towers, responded to this reviewResponded May 14, 2014

Dear keltzar

Thank you for having taken the time to share your recent experience at our property. We are happy to know that you and your family had a pleasant experience in our hotel. We do hope that, by now, your wife’s health is back. We would like to express our apologies for the inconveniences you have faced. The shortcomings mentioned in your feedback were certainly not up to our quality standard. Your valuable comments help us in improving our internal processes.
We look forward to welcoming you back in the future.

Warm regards
Teresia Wibowo
Director of Sales & Marketing

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 12, 2014

We stayed at Sheraton Surabaya from April 9-12 this year. Here are the good points and bad points in summary
Good points
1. Excellent central location next to Tunjungan plaza shopping mall
2. The WiFi worked well
Bad points
1. Ewww the bathroom is grotty! Have a look at the attached photos of mould growing on our bathroom sink at the Sheraton ... not what you expect for a luxury hotel.
2. The standard room has only a small shower cubicle with room for one. It's so small you can't even bend over to wash your bum!
3. There was no hand held shower in the bathtub in our standard room. We had to ask for an upgraded room to get one.
4. There aren't any readily accessible power points to plug in your laptop. What an oversight!
I had to use the power point at the bar or the one on the floor in the entrance way. I wonder how business people function here. Simpler accommodation facilities like CitiHub have more readily accessible power outlets.
So overall this hotel would have been good in its opening day but nowadays a luxury hotel needs more attention to maintenance, cleaning. Simple inexpensive amenities like hand held showers and power outlets would make these rooms more functionally habitable.

Room Tip: If you choose a standard room you get a narrow shower cubicle and no hand shower in the bath tub, making it very difficult to clean the lower half of your body. Hence I would opt for a premium room at this hotel.
  • Stayed: April 2014, traveled on business
    • Location
    • Sleep Quality
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Thank Joel T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Teresia W, Director of Sales & Marketing at Sheraton Surabaya Hotel & Towers, responded to this reviewResponded May 14, 2014

Dear Joel T

Thank you for taking the time to share your constructive feedback with us. We regret to hear that our service did not meet with your expectation. I would like to offer our most sincere apologies for your inconvenience. Your comment has helped us to identify our service breakdown and opportunity to improve it. Please rest assured that we have been working to improve our facilities and service. We do hope to have the opportunity to welcome you back in the near future.

Warm regards
Teresia Wibowo
Director of Sales & Marketing

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 12, 2014

We have more than 1 preferred hotel for biz, but when in Surabaya, i will prefer to stay in Sheraton. It is located in the heart of the city and close to the mall which make it easy to get food after a hectic day. The front office staffer is superb, genuinly welcoming us. The breakfast also in good variety and the staffer is also warm and attentive. The room is just nice, but when i was there, i cant find cotton-bud and facial cotton and i was too tired to ask

Room Tip: Non smoking room is availble
  • Stayed: May 2014, traveled on business
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Thank Vanda A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Teresia W, Director of Sales & Marketing at Sheraton Surabaya Hotel & Towers, responded to this reviewResponded May 14, 2014

Dear Vanda A

Thank you for being our loyal guest and for your great feedback about out staff, breakfast menu and guestroom condition. I apologize for the inconvenience regarding our amenities, we will not down your preference and provide it when you come back to Sheraton Surabaya Hotel & Towers. We definitely look forward to welcoming you back at our hotel.

Warm regards
Teresia Wibowo
Director of Sales & Marketing

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 11, 2014

We were thank you for upgrading us to apartment but suddenly disappear when we see the room. It's an old fashioned room with many useless space. I ordered a room service a day before i check out, the presentation is a 5 star (for sure) but i can find better taste in other standard "rumah makan" in the city.

Other than that, the staff was very kind and helpful. The location is perfect with the best mall in Surabaya.

  • Stayed: May 2014, traveled on business
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Thank Angga A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Teresia W, Director of Sales & Marketing at Sheraton Surabaya Hotel & Towers, responded to this reviewResponded May 12, 2014

Dear Angga A

Thank you very much for taking the time to write this review and give us all your valuable feedback. Please accept our sincere apologies for your inconvenience during your stay. We took your comments seriously and will discuss it with concerned department heads to improve our standards and quality of service. We truly hope that this incident will not deter you to come back again to Sheraton Surabaya Hotel & Towers.

Warm regards
Teresia Wibowo
Director of Sales & Marketing

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 10, 2014

While the rooms might not be fully up to 5 star standard, the service is very good. Extremely helpful and kind staff, which remember you from visit to visit. Gym area is OK, although work-out equipment could be upgraded. Spa and massage is very good and quite inexpensive. Pool is nice, but not really designed for serious swimming. Breakfast buffet is good with a lot of variety. Bar lounge is nice and you can get decent food here as well. Connected to the largest shopping mall in Surabaya. The only improvement I can think of is maybe higher quality decoration of the rooms and maybe another restaurant in addition to the chinese one in the hotel. Having also stayed in the Shangri-La in Surabaya, I much prefer the Sheraton,

  • Stayed: May 2014, traveled on business
    • Value
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Thank JH1052
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Teresia W, Director of Sales & Marketing at Sheraton Surabaya Hotel & Towers, responded to this reviewResponded May 12, 2014

Dear JH1052

Thank you for sharing your memorable experience during your recent visit to Sheraton Surabaya Hotel & Towers. We are happy to know that our service and facilities met with your expectation. Thank you for your feedback regarding our room decoration, we have shared your feedback to concerned department for further action. We look forward to meet you again in near future.

Warm regards
Teresia Wibowo
Director of Sales & Marketing

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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