Hotel Novotel Surabaya - Hotel & Suites bintang 4

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

Was given an executive room for the entire Family, 2 bed rooms and dinning room. Had o leave erly as our Driver's a relative died back in Solo and he had to go home. Had very good service and enjoyed being in Surabaya.

In surabaya about novotel surabaya room and anather is good and i am enjoy in novotel surabaya, and accor service very good in all novotel in indonesia And i believe accor group is excellent in the world

I went with my family for holiday. Unfortunately there were mosquitoes in my room. The breakfast was dissapointed, not like a 4 stars hotel. The manager at the reception needs an improvement. He took so long to do my room checked in.

Dear Novotel Surabaya, It has been several times for my stay here. I always love the ambience, heritage, pool and your service and of course the food. If i may give you some suggestions, i think you should continue renewing/ renovating the rooms. For my last stay, i feel the dust and sandy floor, the mirror-lamp in the bathroom is off, the terrace door also need some renovation too. But, i love your croisant, the food, coffee, and smile of the front officer, still i love your pizza, and of course the garden and the pool. Thank you

Not up to standard I am used to Accor accomodation. The hotel lacks maintenance and our room although clean had a foul smell. Hotel staff provided us with aerosol. Food was not very appealing, catered more for the large groups of conference people.

Overall, Very Pleasant place. Location was ideal for my family's needs. Did not get the chance to use all the facilities in the hotel. but from what i saw. the pool and gym facilities look really good. Only down was amount of mosquitoes in the room. (probably due to the season)

Room was spacious with full toiletries Rain shower was a bit leaking when using shower head but minor issue ;) Check in was superb with Ms Diana who gave us a very warm welcome and great efficient service. Thank you so much again for the nice decoration and customised rabbit for our special occasion, really appreciate and love it! Location is good as Well! Can easily take gojek everywhere, just tell your driver that entry is free for 1st 5 mins so no worries to pick up from the hotel lobby! Restaurant has excellent service too although food took a little long to serve.. the Salmon and lychee tea is super good!! Will definitely come back again and recommend to others! Side note * Based on experience, would advice to gojek or bluebird instead of grab for safety reason, although seldom but there are times where driver name / car number / sometime both DO NOT tally with the app..

We are happy stay at Novotel Surabaya. Thank you for Exellent Services from all hotel staff from doorman, checkin process until we checkout. We are definitely will stay again on our next trip. Thank you.

A very nice hotel for the entire Family. My only complaint was in the Bathroom Shower. The floor was too slippery and needed a towel on the floor. Would be good if there were some hand rods to hold onto in the bathroom.

I have alwsys chosen Novotel Surabaya whenever i travel to Surabaya The staff front desk reception security are great 👍 so much speace in the room Breakfast....huge variety Location also perfect! Thank you for having me

It's a hotel-garden where working and relaxing go together.From the bedroom to the garden, from the room to the original pool and its status of black monkeys spewing their jet of water .... Spend a few moments in the gym and sauna hosted by a staff always smiling ... And spend a time at the restaurant that offers a variety and quality of food very appreciable.All these things that bring simple pleasures in a warm environment make the stay memorable.And if something has any failure, which can happen, (AC, internet, or a single lamp ...) a call to the reception will react immediately to send the competent technician who will solve the problem.In fact, the staff is very attentive to the well-being of its customers.On my next visit to Surabaya, I will return to this Novotel.

I have stayed at this hotel often times. Still the best of many choices in town.This time we spent 5nites in a row with delicious breakfast every morning with the Best Croissant on its bakery corner. I brought my folding bike & the excercise went well, very well.Jembatan Ujung Galuh, a new built gate makes the site easier to reach.

I always return with pleasure to this hotel. The rooms are big and very nice. The swimming pool in the garden allows you to relax. A short distance from the noisy streets of Surabaya, this hotel is easily accessible from business districts and various points of interest.Regarding the food, congratulations to the new chef Mr. KELANA, who has significantly improved the quality of meals.Special attention to Mrs. TRIAS for the quality of her service.But we can greet all the staff of this Novotel for its kindness and hospitality.I recommend this hotel, and will definitely stay here again.

AC not cool enough Refrigerator not cool enough Not allowed to store own food on hotel's refrigerator as it is not dedicated for guest food causing a waste on our own food resulting from in-room unwell refrigeration. Receptionist insisting to ask another payment on Unrefundable room booking as payment was already made risking double charges as it happens many times