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“Nothing Special”

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JW Marriott Hotel Surabaya
Ranked #2 of 130 Hotels in Surabaya
Certificate of Excellence
Bali, Indonesia
Level Contributor
108 reviews
34 hotel reviews
common_n_hotel_reviews_1bd8 109 helpful votes
“Nothing Special”
3 of 5 bubbles Reviewed October 8, 2013

For 5 Star hotel and the great Brand name of Marriot, this hotel is really disapponting. The Service is bad compare to the other Marriot hotel in Indonesia. The room is ok, but the linen is smell strange as if they didn't change the linen after a guest check out. carpet in the room seem dusty. the pool is quite dirty. they should do more to maintain the Marriot name....

Room Tip: Ask for the room at the higher floor for better city view
See more room tips
  • Stayed September 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Harinatha
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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733 reviews from our community

Traveler rating
    375
    279
    60
    11
    8
See reviews for
134
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384
Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (85)
Date | Rating
  • Chinese (Simplified) first
  • Dutch first
  • English first
  • French first
  • German first
  • Indonesian first
  • Italian first
  • Japanese first
  • Korean first
  • Russian first
  • Spanish first
  • Swedish first
  • Any
English first
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
3 of 5 bubbles Reviewed September 29, 2013

The service was bad
First start at the room
I used the iron,i fill the water and its leaking and i cant used it
Second
if waited for the shuttle to Tunjungan plaza mall for almost 1 hour
They say the shuttle is always ready in every 30 minute
No sign saying that the shuttle is going or coming
I ask to the lady that i belive the greater if told her that i want to used the service and she forgot to tell me so i need to wait for another 30 minute!!!!!coz i missed it
What a 5 star service!!!!! So disapoiting
If stay here just b'coz my friends wedding otherwise i stay the hotel next door is more easier for me

  • Stayed September 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Bellashop
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Singapore, Singapore
Level Contributor
29 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
4 of 5 bubbles Reviewed September 25, 2013

Nothing like entering a hotel and being greated with smiles with all of their staffs. That is what I would say service fromthe heart as you can witness the how genuine the service.

Rooms are clean although looking a little older as they have aged. Nonetheless, they up kept them well enough and most importantly clean. Good quility of matress that allowed a good night rest.

Located 8-10 mins walk to the nearest mall and good local eateries located nearby.

  • Stayed September 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank TravellerSCM
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level Contributor
34 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
4 of 5 bubbles Reviewed September 16, 2013

The hotel itself is a little dated but the friendliness of staff certainly made up for it. Breakfast was served in a very nice area at the front of the hotel on the ground floor and was quiet and inviting with a good selection, the staff were also able to assist with items not on the menu. The lobby area is very large and there is a nice lounge area for catch up with colleagues or informal meeting. The rooms are spacious, a little dated but a good standard for the business traveller with decent sized work desk, comfortable bed ect .. Conference facilities were good and banquet staff very obliging. The hotel is a 5 minute walk to the shopping mall and there is a local but good seafood restaurant across the street. Slight negative was room service delivery time 45 mins and when the food arrived it didn't match the menu description - I wouldn't normally mind but as I have a food allergy I need to be careful of this. The fitness centre was of a good size but again like the hotel a little dated, weight equipment needs an update but I must say treadmills were very good. Overall the hotel was good value for money and I would return.

  • Stayed September 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank FreoKys
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level Contributor
51 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 37 helpful votes
5 of 5 bubbles Reviewed September 11, 2013 via mobile

I stayed in this hotel for a business trip in Surabaya. The company choosed this hotel for its security, which is among the short-list of recommended hotel in Indonesia due to security standard.

The front officers are especially helpful for solving guests problem. Do not hesitate to ask them for anything you would like them to help. From simple wake up call up to arranging taxi and breakfast box for early check out.

I stayed in many 5 stars hotel and i am assured that this hotel not only boasts a luxurious facility. They demonstrated the Mariott excellency

  • Stayed September 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank MegaNainggolan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Rome, Italy
Level Contributor
440 reviews
78 hotel reviews
common_n_hotel_reviews_1bd8 136 helpful votes
4 of 5 bubbles Reviewed September 8, 2013

Surabaya is the city of the shark and the crocodile and the competition is stiff due to growingbnumber of hotels. The JW has a good pedigree and needs to cope with the city and its growing market.
The requirement is for a good business hotel. This the JW tries hard to support business travelers.the rooms are nice and on various high floors. They offer reasonable views if a new growth in the city and its emerging traffic chaos. The house keeping is adequate as is the service but English is still a challenge in the staff. The executive lounge was a tad disappointing and when I stayed there the wifi was still work in progress.
The JW is a good brand but it has to make up its mind whether to do more for business travelers or the social circles of the city.

Room Tip: Get a window facing room near the elevators
See more room tips
  • Stayed November 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Geeess
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jakarta, Jakarta Raya, Indonesia
Level Contributor
16 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
4 of 5 bubbles Reviewed September 5, 2013

Although the hotel is quite old, but the service is very friendly and satisfying. And the most important the hotel located in strategic location. Near from big mall and many restaurants at Surabaya. Also they provide shuttle bus to mall, so you don't need a taxi. The room's really large with comfort king size bed. I wanna lay in bed along day. Breakfast is really complete and tasteful. Very recommended hotel.

  • Stayed December 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank nlaili
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about JW Marriott Hotel Surabaya

Property: JW Marriott Hotel Surabaya
Address: Jl. Embong Malang 85-89, Surabaya 60261, Indonesia
Phone Number:
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 Spa Hotel in Surabaya
#2 Luxury Hotel in Surabaya
#3 Family 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 in Indonesia 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 accommodations featuring exquisite European decor, marble baths, and sublime luxury bedding. Dining at the JW Marriott Hotel Surabaya is a culinary journey, with international sensations tempting guests at our Pavilion Restaurant, Tang Palace Chinese Restaurant, Imari Japanese Restaurant, 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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