Novotel Surabaya - Hotel & Suites Hotel 4 stars

I'm not satiesfied with the service and corona standards. Reception work at check in and check out very slow. No service personal in the restaurant. Waiting time 15 min. We order pizza and tomato ketchup and get some what looks like tomato, but it was different kind of chillie sauce. I put in my and my sons pizza and realize it was wrong. We call the service, but the only comment was oh so sorry.No corona standards in the hotel. The entry shower made all your cloth completly wet, like rain outside.Peaple can enter the hotel without mask. At our arrival there was some meeting or party. No mask has been used in the lobby. The reception and bellboy just tell them, but not push that the getting conform to the safety standards. At check out date breakfast the was a married party ongoing. Photographers allmost sitting in our breakfast table and moving clisely around. Some of them without mask. We

Novotel Hotel & Suites is one of the best staycation and refreshing place in town. I love being there just spending time with my family. My only concern is just the breakfast, even in pandemic situation, but I believe Novotel can improve the experience, not just another room services.

I stayed many times in this hotel but this time a bit special because it's my nephew Birthday and he always loves to swim there. Unfortunately the swimming pool was closed. But thank you for Mr Efan in front office for the cake for my nephew and also the concierge who escort us to the room Nelly.Moriesta.Riwut in F&B for being so friendly I would love to come back next year. And always in the same room :)

I had an unpleasant stay at Novotel Surabaya Hotel. This is my second visit since almost 4 years ago. I used to enjoy stayed at this hotel at that time. During this pandemic, i went to this hotel, they didn’t have Greeter, nobody check our body temperature, so terrible! Also the receptionist i thought he was too old, not being responsive, it took a long long time to get our room done. He seems didn’t know much about the hotel. I have silver member accor plus, and i wish i can get the benefit of being accor plus member. The Room Service was uncontactable when i want to ordet food. Reception and operator also. Nobody answer my call. Dissatified about my stay, yess.. I wish this hotel can improve their quality.

Great stay, enjoyed the hospitality by the hotel team

This time during the pandemic period which forces people to stay away from traveling, staying in Novotel Surabaya Ngagel provided a really soothing ambient with very quiet yet fresh surroundings.

The reason we chose Novotel Surabaya was because we can open the window to the balcony for air circulation to lessen the high risk of Central Air Conditioning use in the room. The breakfast was great. Didn't realize the TV was really small till we gotb there, especially to be watched from the sofa. However, we think the room cleanliness is low, we can find dust on top of the fridge, on top of the tissue box, and feel it under our feet on the floor too when we don't use the hotel slippers. And less bellboy almost to none, at the welcoming door to help with suitcases & stuff to get to our room. So our overall stay is not bad.. Thank you Hope Novotel Surabaya can improve even with less manpower in this difficult time.

late breakfast than ordered. ordered at 5 am, but breakfast came at 5:20 am. also took too long when i borrowed the cutlery set + bowl + plate

The staff very helpful in pandemic Covid 19 situation, they provide sanitation box & hand sanitizer in lobby. They also offer for late check out, as we know in this pandemic situation the hotel occupancy is very low. Well i little bit disapointed because pool and sauna were closed during this time due to safety issue, but i understand.

The view was good but the breakfast is below my expectation, only limited choice of menu, no salad, no omelette station. You should upscale your breakfast experience

Well located,good sport facility,wide room and green concept,but unfortunately the hotel doesnt have a bike for quest...because if they had bike,it will more exciting because we can have more experience in sport and enjoy the city

My stay started both in not good and good way. I came after 2 pm but my room wasn’t ready, so I need to wait to get my room ready. But then due to my own mistake I should have stayed in a twin bed room, but the team managed to get me a double bed room. When we got into the room and wanted to get shower the towel smells like cigarets so badly. We requested to get the new towel but it did not come. At the end we need to use a small hair towel and I need to share it with my husband. The clean towel came in the evening after we requested for the second time. Overall facilities are so so. The room was not crystal clean but still acceptable as the hotel itself is not very new. The crew was very friendly and helpful. So you get a good service as compensation. In general it is worth the price. Thank you for the hospitality dear Novotel Team!

Good location, room was good, breakfast choice are Ok and the best one are swimming pool satisfied for my family....good playground and ambience

- Excellent Pool - Beautiful layout - No Mineral water in the room and no dispenser outside

23 December 2019, 1445 Local Time, check in at Novotel Hotel & Suite Wonokromo for 6 rooms. Rooms were not ready. Had to wait for about 1 hour. Then the was told that I was given an upgrade as a compensation for having to wait. Please note that my membership status is Gold and I am normally qualified for Upgrade When Available. Not because I was made to wait for check in. 24 December 2019 check out. There was only 1 officer at the Front Desk. Her name was Jasmin. After surrendering the keys, I had to wait again as Jasmin instructed Housekeeping to check the rooms. As my family was getting ready to leave she told me that I have not paid for the rooms. I explained to Jasmin that I had made prepayment using my credit card when making the reservation. Jasmin insisted that I have not paid and she repeated that statement a few times. She was adamant that I have not paid. Jasmin claimed that my credit charge was to Accor Group and not to the hotel. I told her that if I pay again, there would be double payment for the same stay. So I ask to ask the the Back Office for more accurate information, but she refused. Kept insisting that I have not paid. Jasmin went on to say that my credit card charge during reservation was to Accor Group and that Accor Group has not made any payment to the hotel I could not tolerate any longer. I told Jasmin that what goes on between Accor Group and the Hotel is none of my business. I told her to go ask the Back Office to find out clear, accurate information. She then went to the Back Office which was just on the opposite side of the wall. Moments later she returned and said, "Never mind, you may leave" To which I replied: "What do you mean by 'Never mind, you may leave'? Be clear. I don't want to be seen as if I was at your mercy. You let me off without paying" Jasmin then said:"Yes you have paid" without apology and without the slightest hint of regret. The WORST SERVICE in all Accor Hotels I have stayed in. Highly UNRECOMMENDED