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Hotel Novotel Surabaya - Hotel & Suites 4 gwiazdki

Ocena klientów 4.0/5 Liczba opinii: 3 826

hotel certyfikowany ALLSAFE

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Novotel Surabaya - Hotel & Suites
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+ 25 Usługi

O hotelu

  • Choose between rooms or independent bungalows

  • Fitness centre and basketball court

  • Family-friendly facilities and Kids Club

  • Western and local fare at Janggala restaurant

  • WiFi in rooms and communal areas

Ten hotel uczestniczy w programie Planet 21 i działa na rzecz Positive Hospitality.

Usługi w hotelu i w okolicy

Zameldowanie od: 14h00

Wymeldowanie do: 12h00

Płatne usługi

Usługi i informacje praktyczne
  • Wi-Fi/dostęp do Internetu
  • Parking
  • Usługi dla dzieci
  • Klimatyzacja
  • SURABAYA JUANDA Płatne usługi
  • Języki, jakimi posługuje się personel hotelu
  • Recepcja otwarta całą dobę
  • Pranie chemiczne
  • Butiki/zakupy
  • Portier
  • Concierge
Rozrywka
  • Basen
  • Centrum fitness
  • Centrum wellness
  • Usługi dla dzieci
  • Otwarty kort tenisowy
  • Inne zajęcia sportowe
Gastronomia
  • Śniadanie Płatne usługi
  • Liczba restauracji: 1
  • Liczba barów: 2
  • Obsługa hotelowa
Usługi biznesowe
  • Sale konferencyjne: 5
  • Hotel kongresowy
  • Kącik internetowy z komputerem Mac
  • Samoobsługowe business centre
  • Możliwość kopiowania / wydruku

Lokalizacja hotelu

Novotel Surabaya - Hotel & Suites

Jalan Ngagel 173 175
60246 surabaya
indonezja

Tel: +62315018900

Faks: (+62)31/5019175

Zameldowanie od: 14h00

Wymeldowanie do: 12h00

  • BUNGURSIH BUS STATION :  BUNGURASIH STN

  • BUNGURSIH BUS STATION. :  BUNGURASIH STN

  • Samolotem

    SURABAYA JUANDA W 20km / 12,5 mil - Płatne transport

  • Pociągiem

    GUBENG W 3km / 1,87 mil

  • Pociągiem

    PASAR TURI W 10km / 6,25 mil

Pozycja GPS:-7.296002, 112.742909

Nasze pokoje

Spacious, contemporary design and adaptable, the Novotel room is truly a place for living. Perfect for all your needs.

Superior Room with 1 kingsize bed Garden View

  • Maksymalna liczba osób: 4
  • Powierzchnia: Od 32 / 344 sq ft
  • Widoki: Od strony ogrodu *
  • Zalety obiektu: BALCONY *

W zależności od dostępności

  • Wireless internet in your room
  • Free in Room Mineral Water
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Bathroom products(...)

Superior Room with 2 single beds, Garden View

  • Maksymalna liczba osób: 4
  • Powierzchnia: Od 32 / 344 sq ft
  • Widoki: Od strony ogrodu *
  • Zalety obiektu: BALCONY *

W zależności od dostępności

  • Wireless internet in your room
  • Free in Room Mineral Water
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Bathroom products(...)

Superior Room with 1 kingsize bed, Pool Terrace

  • Maksymalna liczba osób: 4
  • Powierzchnia: Od 32 / 344 sq ft
  • Widoki: Od strony basenu *
  • Zalety obiektu: TERRACE *

W zależności od dostępności

  • Wireless internet in your room
  • Free in Room Mineral Water
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Bathroom products(...)

Superior Room with 2 single beds, Pool view

  • Maksymalna liczba osób: 4
  • Powierzchnia: Od 32 / 344 sq ft
  • Widoki: Od strony basenu *
  • Zalety obiektu: BALCONY *

W zależności od dostępności

  • Wireless internet in your room
  • Free in Room Mineral Water
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Bathroom products(...)

Superior Room with 1 kingsize bed Pool View

  • Maksymalna liczba osób: 4
  • Powierzchnia: Od 32 / 344 sq ft
  • Widoki: Od strony basenu *
  • Zalety obiektu: BALCONY *

W zależności od dostępności

  • Wireless internet in your room
  • Free in Room Mineral Water
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Bathroom products(...)

Superior Room with 2 single beds, Pool Terrace

  • Maksymalna liczba osób: 4
  • Powierzchnia: Od 32 / 344 sq ft
  • Widoki: Od strony basenu *
  • Zalety obiektu: TERRACE *

W zależności od dostępności

  • Wireless internet in your room
  • Free in Room Mineral Water
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Bathroom products(...)
Pokoje

Nasze restauracje i bary

JANGGALA RESTAURANT

Rodzaj serwowanej kuchni: Grill

Dinning room

  • Poniedziałek
  • Wtorek
  • Środa
  • Czwartek
  • Piątek
  • Sobota
  • Niedziela
Lunch

DAHANA LOUNGE BAR

BAR

Zdjęcie nieumowne

  • Poniedziałek
  • Wtorek
  • Środa
  • Czwartek
  • Piątek
  • Sobota
  • Niedziela
Lunch

SPLASH POOL BAR

BAR

Zdjęcie nieumowne

  • Poniedziałek
  • Wtorek
  • Środa
  • Czwartek
  • Piątek
  • Sobota
  • Niedziela
Lunch

Twoje spotkania i wydarzenia

Nasze sale konferencyjne

  • Liczba sal konferencyjnych: 5

  • Maks. rozmiar: 324 m²

  • Maks. pojemność: 300 osoby

  • Maks. liczba uczestników bankietu: 170 osoby

Więcej informacji

Opinie gości dotyczące hotelu
Novotel Surabaya - Hotel & Suites

100% potwierdzonych opinii gości, którzy zatrzymali się w naszym hotelu

Dowiedz się więcej

Ocena ALL 4.0/5

Liczba opinii: 3 826

tripadvisor

Ocena TripAdvisor 3.5/5

Liczba opinii: 1 072

Classic Hotel in the City

Ocena na stronie TripAdvisor 4.0/5

pengelanaj 07/01/2021 Opinia zatwierdzona w TripAdvisor

Novotel Surabaya is well maintain hotel. If I am not wrong it has been operated since 1997. But the maintenance is considered very good. Room and lobby are convenience and clean, staff are kind and helpful.

Dear pengelanaj, I am happy to know that you like to stay at Novotel Surabaya Hotel and Suites! Its a compliment to get your great comment about our maintenance. We hope to have you again at the Hotel at your soonest time. Kind regards, Dona Yohana

Don't Stay in This Hotel

Ocena na stronie TripAdvisor 1.0/5

smgosyenanugerah 05/01/2021 Opinia zatwierdzona w TripAdvisor

Not recommended, very bed service and very disappointing, because this hotel took unilateral action by blocking our room on the 3rd day so that we could not continue our remaining 2 nights stay at this hotel

Dear Bapak Sabar Marpaung, Thank for you for taking your time to share your disappointment during your stay in our Hotel recently. I found that you decided check out with unhappy feeling, I do apologize for the inconvenience occur. I understood your points via the letter which sent to me that I also had responded. We always try to extend our best service and make every guest feel welcome and having memorable experience with all flexibilities we can do. At the same time, we also commit to implement the government requirement which could not be adjustable. In this case we tried hard to get the Rapid / PCR test from you and family based on local government regulation during the year end festive holiday. Hope we could make your stay better in other time. Kind regards, Dona Yohana

Way below 4* par

Ocena na stronie TripAdvisor 1.0/5

YapDenny 28/12/2020 Opinia zatwierdzona w TripAdvisor

Stayed with family for 1 night transit at Surabaya and surprised with room's dusty floor and garden/pool area with lots of malignant mosquitoes. My 2 little sons got huge bites on their faces and heads in an instant after a quick walk. In room complimentary water was using refill jug, and who knows whether it is cleaned properly. But the peak of all was the breakfast, all stations except main course (rice) are still self service, and being honest we felt very uncomfortable in the area looking at the standard given in pandemic era. Staffs looked lost and clumsy, although they seems experienced (judging by age). We ended up took the main course only, because of the protocol, but the fried rice clumped like lontong, only the traditional omelet tasted okay. We should have stayed here again on the return trip following week, but decided to cancel because of the terrible experience.

Dear YapDenny, Thank you for taking your time to share your experience at Novotel Surabaya Hotel. Please accept my sincere apologies that you were left the Hotel disappointed. I am very concerned to learn about your feedback regarding the cleanliness of the room's floor as well as some station at the buffet breakfast with unattended service. I will fix it accordingly to make sure all guests feel comfortable and safe. Regarding mosquitoes, we have increased the quantity of the Pest Control treatment such as fogging both inside and outside. However, due to the rainy seasons it could not help much. But for sure I will review again. I wish your recent stay would not dissuade you from staying with us again if you visit Surabaya in the near future. Kind regards, Dona Yohana

Low corona standars

Ocena na stronie TripAdvisor 1.0/5

andreasgid Family - 23/12/2020 Opinia zatwierdzona w TripAdvisor

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

Dear andreasgid, Thank you for considering to stay with us at Novotel Surabaya Hotel and sharing your feedback. I am sorry to learn that your stay was not meet your expectation. I had checked your feedback regarding the tomato sauce for your Pizza, and I confirmed that it was chilli sauce but indeed the color looks like tomato sauce, and we have now changed the brand of our Chilli Sauce into new one to avoid misunderstanding. Referring to your comment about "No Covid 19 protocol" implementation in the Hotel was a little bit strange, as we are certified and covid 19 protocol is a mandatory to be respected in out Hotel. We should not let anyone entering or walking around at our Hotel without mask. I believe you saw the family gathering who are taking pictures by taking out their mask during your arrival. We are all commit to avoid and anticipate the spread of the virus and it can not be tolerated. I will reassure that we have to be MORE bold on this rules. The rest of your comments about check in and check out process as well as the slow respond on service had been reviewed and fixed. Thank you for your understanding and hope to see you again. Kind regards, Dona Yohana

Friendly Staffs

Ocena na stronie TripAdvisor 4.0/5

Yolinda R 09/11/2020 Opinia zatwierdzona w TripAdvisor

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 :)

Dear Yolinda R, Thank you for your comment shared in this Tripadvisor. I am glad to know that you had nice experience during your recent stay and thank you for compliment given to our heartist member. We are looking forward to welcoming you again soon. Kind regards, Dona Yohana

Incompetent Front Desk Officer. Poor & unfriendly service. Propertu poorly maintained

Ocena na stronie TripAdvisor 2.0/5

AlvinLie Family - 11/01/2020 Opinia zatwierdzona w TripAdvisor

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

Dear Alvinlie, Thank you for sharing your feedback about our Hotel and I personally would like to apologize for the unexpected experience you faced. I have checked the chronology with our in-charged team member from your checked-in until checked-out time. I consider your input as our main concern to review our the procedure to deliver better service to all of our guests. Regarding your comment about the payment term, I admit that become our SOP to do the settlement upon the guest check in, with the presence of the physical credit card (even though the payment term for reservation made as prepaid payment). This procedure is implemented to avoid the fraud of usage of the credit card. However in this case, I feel sorry that Jasmin could not be able to explain properly the reason why. "To do apologize is the DNA for all of Hotellier or anyone who work at hospitality industry whether we are wrong or not. Therefore, I am pretty sure Jasmin did apologize to the person who deal with her upon checked out (a matute woman), and you probably were not around by that time. Thank you in advance for your understanding. Should you have any other detail information that you would like to share with me, kindly drop me message at gm@novotelsurbaya.com With kind regards, Dona Yohana General Manager

Stay for 25th Wedding Anniversary

Ocena na stronie TripAdvisor 5.0/5

Inspire290873 Family - 08/01/2020 Opinia zatwierdzona w TripAdvisor

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.

Dear Inspire290873, Happy 25th year wedding anniversary! We are glad to know that you had a good experience during your stay with us. Hope to see you again in the soonest time. Kind regards, Dona Yohana

very good hotel and price

Ocena na stronie TripAdvisor 4.0/5

flafiushermawan Family - 06/01/2020 Opinia zatwierdzona w TripAdvisor

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

Dear flafiushermawan, I am glad to understand that you are happy staying at our Hotel at your recent visit. We hope to welcome you back in the near future. Kind regards, Dona Yohana

Felt disappointed

Ocena na stronie TripAdvisor 3.0/5

vassakatthika Family - 29/12/2019 Opinia zatwierdzona w TripAdvisor

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 vassakatthika, Thank you for sharing your experience during your recent stay at our Hotel. Im sorry to hear that your stay not meeting your expectation. I have noted all your concerns above and will do improvement accordingly. Hope you will give another try to experience our services in the future. Kind regards Dona Yohana

Always missed the ambience

Ocena na stronie TripAdvisor 4.0/5

donnyIC Family - 11/12/2019 Opinia zatwierdzona w TripAdvisor

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

Dear donnyIC, It's glad to read your feedback regarding your stay experiences at our Hotel and thank you for sharing it in this Tripadvisor. Your comment for the cleanliness in the bedroom as well as the quality control to check the room become our main priority to fix, therefore we have refreshed the department concerned accordingly to be more detail. We'd love to have you inhouse again with us in the soonest time. Kind regards, Dona Yohana General Manager ,

Novotel Surabaya

Ocena na stronie TripAdvisor 2.0/5

brightw52019 Couples - 14/11/2019 Opinia zatwierdzona w TripAdvisor

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.

Dear brightw52019, Thank you for taking time to review Novotel Surabaya Hotel and Suites. We work hard to deliver an exceptional guest experience during their stay at our Hotel, however in this case we fail to make your satisfaction and please allow me to express my apologies for that. Your concerns about the foul smell inside the room and the food which not very appealing had been discussed with all department concern to do review and fix all the matters mentioned immediately. If you have another chance for us to earn your trust, then I can assure you that you will have a great hotel experience. If you would like to discuss further with me regarding this subject, you could reach me at my email om@novotelsurabaya.com, and I will be get in touch with you. Kind regards, Novendra Operation Manager

Family Friendly Stay

Ocena na stronie TripAdvisor 4.0/5

eytheral Family - 20/10/2019 Opinia zatwierdzona w TripAdvisor

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)

Dear eytheral, Thank you for sharing your experience during your stay in our Hotel lately. We are glad to read your comment about our location and facilities. About the mosquitoes, it has been become our priority to solve. We are working on this. Thank you for your understanding. Warmest regards, Dona Yohana

GREAT SERVICE AND LOCATION!

Ocena na stronie TripAdvisor 5.0/5

marchtzy2018 Couples - 14/07/2019 Opinia zatwierdzona w TripAdvisor

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..

Dear marchtzy2018, Thank you for sharing your experience in TripAdvisor. We are glad to know that you had a nice stay in our Hotel. I already inform Ms. Diana regarding your comment and praise about the good quality of service that she gave. We are looking forward to welcoming you back to Novotel Hotel Surabaya. Warmest regards, Novendra Alexy Operational Manager

Exeleent Services

Ocena na stronie TripAdvisor 5.0/5

Tourist27384682613 Family - 03/07/2019 Opinia zatwierdzona w TripAdvisor

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.

Dear Tourist27384682613, It is always glad to read a positive comment such as yours, Thank for sharing your happy experience and we look forward to welcoming you back soon. Warm regards, Dona Yohana General Manager

Stay at Novotel Surabaya for Son's Birthdy

Ocena na stronie TripAdvisor 4.0/5

Inspire290873 Family - 21/03/2019 Opinia zatwierdzona w TripAdvisor

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.

Dear Inspire290873, Thank you for taking your time to write feedback from your current stay. I am glad to know that you were happy to stay with us. Your comment about the slippery floor in the shower room will be our concern. I will find a best way to fix the slippery problem. Kind regards, Dona Yohana

awesome

Ocena na stronie TripAdvisor 5.0/5

Tour55644896732 Business - 09/03/2019 Opinia zatwierdzona w TripAdvisor

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

Dear Tour55644896732, it is always great to read such positive feedback from you. I am glad to know that you enjoyed your stay and our services. Thank you very much for your compliment, and I wish to welcome you back in the near future. Warm regards, Dona Yohana

Always the same pleasure to stay in this hotel.

Ocena na stronie TripAdvisor 5.0/5

pat_super_web Solo travel - 02/02/2019 Opinia zatwierdzona w TripAdvisor

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.

Dear Patrick W, Thank you very much for amazing review! we are delighted to hear that you had wonderful stay and enjoyed our facilities. I have noted your concern that you experienced such as AC, Internet and Lamp and have briefed to the department concern to be more detail and alert on. Then, I would like to welcome you back in the near future. Warm regards, Dona Yohana

Best for Family Nesting

Ocena na stronie TripAdvisor 5.0/5

Lonta K Family - 31/12/2018 Opinia zatwierdzona w TripAdvisor

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.

A nice place.

Ocena na stronie TripAdvisor 5.0/5

pat_super_web Business - 06/09/2018 Opinia zatwierdzona w TripAdvisor

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.

Dear patweb2018, Thank you very much for reserving your confidence for Novotel Surabaya Hotel & Suites and sharing your valuable staying experience with us. It has always been a pleasure to receive positive feedback. We will definitely share your comments to the team because we believe that it will serve as a strong motivation for all of our staffs in continuously improving the service quality for all of our guests at all time. Guests' pleasant staying experience has always been our top priority It is our wish that we could always be your most preferred Hotel in Surabaya. Your home away from home. As such, we always look forward to welcoming you back home to Novotel Surabaya Hotel & Suites in the near future. Sincerely

Ruinned trip

Ocena na stronie TripAdvisor 2.0/5

Lonta K Family - 18/06/2018 Opinia zatwierdzona w TripAdvisor

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

Dear Mr/Ms. Lonta K, Thank you for staying with Novotel Surabaya Hotel and Suites. We feel grateful that you have taking your time to share with us your exprience during your time at the Hotel. Having read to your feedback, we have put our utmost concerns on the issues and with our sincerest apology for the unfavorable experience. In order to provide you with a better picture of the issue, herewith, our explanations. 1. AC not cool enough As soon as we received the report, we have sent our team to further following up on this issue. After our engineers completing thier checks on the air conditioning, we found out that there were no faulty on the compressor and other equipment of the AC. However, we undertand your lack of confidence on the room coolness which we finally arranged a room move. 2. Food Storage at the hotel's kitchen We regret to advise that we are not allowing anyone to store any food both cooked and raw others than the hotel's in our freezer and chiller. Reason being, it is part of the Food Safety procedure that we practise and stongly hold. 2. The refrigerator inside the room We are not sure on the required coolness to maintain your food as the room refrigerator is a mini bar where we store our all packaged food and beverage based to our specifications. 3. Another payment requested at Reception As we made our investagion, the additional payment that we obtain was the charges for the room upgrade which requested and the incidental deposit which is to ensure your flexibility in consuming and enjoying your stay at the hotel. Mr/Ms. Lonta K, trust our explanation are suffice and furnish you well. We understand that there were dissapointment on the experience. As such, we extent our sincerest apology and hope you still reserves the confidence to continue choosing the hotel as your preferred accomodation for any possible future trip. Thank you Sincerely, Ganjar Laksmana eam@novotelsurabaya.com

Najnowsze opinie: 20

Partner: TripAdvisor

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