Dear Mr. Doug M., Thank you so much for your kind and detailed review. Wonderful to hear that the greeting and treatment were found with the usual efficiency and courtesy. Delivering such consistent service is what the team at Hotel Majapahit Surabaya - MGallery Collection always strives for. Delighted to know that the rooms were always found immaculate, and that the condition of towels and sheets was found excellent. Attention to such important details is taken very seriously by the Housekeeping team, so this recognition is truly appreciated and has been shared with them with great pride. Thank you for choosing to stay and for sharing this great experience. Hopefully there will be many more opportunities to welcome you back for another immaculate stay. Warmest regards, Kahar Salamun General Manager Hotel Majapahit Surabaya - MGallery Collection

Dear Mr/Mrs Najma G., Thank you sincerely for sharing such a detailed and honest review. It is wonderful to hear that this historic hotel was chosen for its living history character. Delighted to know the location was felt as an oasis in a concrete jungle, with absolutely immaculate grounds and gardens, and stunning furniture and paintings. Also very happy to hear that the room itself was loved, including the beautiful walk through the entire premises and gardens to get there, and that the quiche from the roadside cart was found delicious. However, sincere apologies are offered that the check-in process and overall stay felt rather underwhelming. This is certainly not the standard that Hotel Majapahit Surabaya aims to deliver. The team should have volunteered more information beyond the booking details, such as the complimentary afternoon tea and the historical hotel tours. This feedback has been shared with the Front Office team for retraining to ensure a more informative and warm welcome for every guest. Thank you also for highlighting that the carpets and settee in the room are in need of a deep clean. This valuable feedback has been immediately shared with the Housekeeping and Engineering teams for thorough action, to ensure the rooms reflect the same immaculate standard as the gardens. While it is sad to hear about not recommending the stay to family and friends, the kind recommendation for others to do the tour for history and wooden furniture is truly appreciated. Thank you again for the valuable feedback. We sincerely hope for the opportunity to welcome you back for a much more memorable and complete experience. Warmest regards, Kahar Salamun General Manager Hotel Majapahit Surabaya - MGallery Collection

Dear Mr Leo C., Thank you so much for such an incredible and heartwarming review. Wonderful to hear that the check-in was found fast and easy, and that the complimentary room upgrade made the stay extra special. Delighted to know this was a first-time upgrade experience - truly honored to have been able to create that memorable moment.Also fantastic to hear that the hotel was found beautiful and that the rooms lived up to the beautiful exterior. The team works with great pride to preserve the historic beauty since 1910, both outside and inside.Most rewarding to read that customer service was felt as very high quality and very attentive without being too pushy. Achieving that perfect balance of attentive yet discreet service is exactly what the team at Hotel Majapahit Surabaya - MGallery Collection strives for every day. Thank you for the amazing compliment of being the "Best hotel ever been to." Such kind words mean the world to the entire team. Thank you for choosing to stay. Hopefully there will be many opportunities to welcome you back again for another exceptional stay. Warmest regards, Kahar Salamun General Manager Hotel Majapahit Surabaya - MGallery Collection

Dear Nur A., Thank you sincerely for sharing such a detailed review and for choosing to stay at Hotel Majapahit Surabaya - MGallery Collection. Wonderful to hear that the stay was found memorable and that the historical building was loved, along with the special chance to stay in such a heritage landmark since 1910. Also truly delighted to know that the staff were found very polite and accommodating, always with a smile and greeting. Such recognition means a great deal to the entire team. Thank you also for enjoying the hotel historical tour and for appreciating that such a tour is offered to share the story of this iconic hotel. However, sincere apologies are offered that the room was found not well maintained, particularly regarding the toilet, beddings, and smelly bathroom drains. This is certainly not the standard of comfort that should be delivered, and this valuable feedback has been immediately shared with the Housekeeping and Engineering teams for thorough inspection, deep cleaning, and preventive maintenance. Regarding the suggestion for the tour guide to have more knowledge of the country's history, thank you for this constructive feedback. Please kindly allow us to clarify that the colleagues who assist with the hotel tour are our dedicated Hotel Ambassadors from the hotel team, who are passionate about sharing the history and stories of Hotel Majapahit itself, rather than professional historians or experts in the broader national history. However, this is a wonderful suggestion for improvement, and additional historical training and resources have been shared with the team to be able to answer guests' questions more comprehensively in the future. Thank you again for the valuable feedback. Hopefully there will be an opportunity to welcome you back for an even more memorable and comfortable heritage experience. Warmest regards, Kahar Salamun General Manager Hotel Majapahit Surabaya - MGallery Collection

Dear Mrs. Jill C., Thank you so much for your wonderful review and for choosing to stay for a second time at Hotel Majapahit Surabaya - MGallery Collection. Wonderful to hear that the train journey was broken to stay here again. Delighted to know that the rooms were found spacious, clean, and well designed, with a large bathroom with tub and shower, and a comfortable bed with lovely bedding. Also truly appreciated that the great old-world atmosphere with an impressive provenance was enjoyed - that heritage charm since 1910 is what makes this hotel so special. Thank you for the kind statement that it is worth a visit. This is truly valued by the entire team. Thank you for returning to stay, and hopefully there will be many more opportunities to welcome you back whenever the journey brings you through Surabaya again. Warmest regards, Kahar Salamun General Manager Hotel Majapahit Surabaya - MGallery Collection

Dear Mr Muhammad H. B. K., Thank you sincerely for taking the time to share your wonderful feedback about your recent stay with us. We are truly delighted to learn that you appreciated our prime location in the heart of Surabaya, just steps away from the plaza, as well as the historic sentiment and charm of our rooms. It is a great honor for us to preserve this iconic heritage for our guests to experience. We are equally pleased to hear that you found our staff to be pleasant and helpful and that you enjoyed our breakfast. Your kind compliments will be shared with the entire team as great motivation. Thank you once again for choosing Hotel Majapahit Surabaya - MGallery Collection. We look forward to the pleasure of welcoming you back for another memorable historic stay. Warmest regards, Kahar Salamun General Manager Hotel Majapahit Surabaya - MGallery Collection

Dear Mr Robert A., Thank you so much for your wonderful and detailed review of your 4-night stay with us. We are delighted to hear that you enjoyed your upgraded Heritage Suite, our beautiful architecture, and the peaceful charm of our gardens and fountains. It is heartwarming to know that your young son loved exploring the garden and enjoyed the birds chirping – that serene atmosphere is indeed one of our hotel's most cherished treasures. Thank you for your kind words about our hospitality, which is the heart of Majapahit. Your special mention of Raihan at the Front Desk has been shared with him and the entire team. He was thrilled to hear that his gesture of greeting you by name made you feel genuinely welcomed. I was also personally very pleased to have had the chance to greet you during breakfast. Thank you for your honest feedback regarding breakfast and the toilet noise. While we are glad our breakfast team's service made up for it, we have noted your comments on the food selection for our continuous improvement. Regarding the toilet tank noise, I have asked our Engineering team to inspect and rectify it immediately .It was an absolute pleasure to host you and your family. We truly appreciate your kind recommendation and look forward to welcoming you all back for another memorable family stay at Hotel Majapahit Surabaya - MGallery Collection. Warmest regards, Kahar Salamun General Manager Hotel Majapahit Surabaya - MGallery Collection

Dear Mr V. E., Thank you so much for your beautiful review. We are delighted that you loved your stay with us. You described Hotel Majapahit perfectly – “like time stood still here, however still offering all the comforts from a modern 5-star hotel.” Preserving our timeless heritage charm while delivering modern 5-star comforts is exactly what we strive for, and we are so happy you felt it. We are also glad you enjoyed our prime location in the middle of the city center. Thank you for choosing Hotel Majapahit Surabaya - MGallery Collection. We look forward to welcoming you back for another timeless experience. Warmest regards, Kahar Salamun General Manager Hotel Majapahit Surabaya - MGallery Collection

Dear Mr. L. Yufei, Thank you for your wonderful review and for highlighting our smooth check-in and check-out, delicious local and Dutch food, and beautiful rooms and gardens. We are truly glad you enjoyed your overall stay, however we sincerely apologize for the inconvenience with the slow-draining bathroom sink and the hair in the bathtub. This is not up to our cleanliness and maintenance standards. Please be assured that I have immediately shared your feedback with our Housekeeping and Engineering teams to rectify the drainage issue and reinforce our room inspection procedures. We greatly appreciate your valuable feedback and hope to welcome you back for a flawless stay at Hotel Majapahit Surabaya - MGallery Collection. Warmest regards, Kahar Salamun General Manager Hotel Majapahit Surabaya - MGallery Collection

Dear Ms Feifan Y., Thank you for your heartwarming review! We are honored you felt valued as an Accor member and loved our afternoon tea, excellent breakfast, and spotlessly clean room. Your recognition of our timeless elegance and high standards is our greatest reward. We cannot wait to welcome you back to your historic home since 1910. With sincere appreciation, Kahar Salamun General Manager Hotel Majapahit Surabaya - MGallery Collection

Dear Mr A. B. H., Thank you for choosing Hotel Majapahit Surabaya - MGallery Collection for your family stay with 2 rooms, and thank you for your honest and constructive feedback. Please accept our sincerest apologies that your sleep was disrupted due to mosquito bites and for the housekeeping lapse you experienced with the toilet B. not being emptied. This is absolutely not our standard and is far below the basic, comfortable rest you needed after a day of exploring Surabaya. We completely understand your frustration.Your feedback is invaluable. We have shared your comments with our Housekeeping and Pest Control Management for immediate corrective action, including strengthening our mosquito prevention measures around our heritage garden and conducting refresher training on our room servicing standards. Thank you for your kind suggestion that with these improvements you would recommend us to anyone. It would be our privilege to welcome you and your family back and restore your confidence in us. Warmest regards, Kahar Salamun General Manager Hotel Majapahit Surabaya - MGallery Collection