Grand Mercure Surabaya City 5 stars

i stay with my family en overall my family is satisfied until my little kids not want to go home

I was booked for an executive suite room type via the All mobile application, how ever when we visited the hotel, they said that no suite rooms type were ready at that time (On Early December 19) because the hotel is not really open yet (still in the soft opening). At that time one of the staff promised that they will pursue the construction progress so that the room that I booked will be ready by the time we stayed (January 3rd, 2020). In short when we checked in, once again I feel disappointed because the only suite room type that already finished was deluxe suite room which below the executive suite room type. However, regardless that problem, my family still enjoyed the holiday because the room is spacious enough for my children and it also have a bathtub, however my suggestion for your future development about this suite room (deluxe suite) are the working table could be placed in better position so anyone working on that table will not feel confined because of the wall at the three side of the table and moreover when I sit on the chair my view is very limited (Personally I feel dizzy when I used that table, you should try yourself), the television is positioned not properly (not comfortable to watch the TV either from the bed or the sofa, because the TV table right in front of the toilet bathroom), the IP TV ran very bad (it was frequently become blackout with the "not available" message and it was very annoying), I think there should be a door or partition between the room corridor (after the entrance door) and the changing room (wardrobe area), is it really necessary to give an AC in the in-room corridor area?, there was a slight ramp (different floor level) under the rug beside the bed on the living room side and it make some inconvenience when you moving around. Finally, I hope the Grand Mercure Surabaya Hotel management will make more attention to the convenience of suite room, because like mostly hotel where the suite room is just a big room that the have less convenience compared the standard (non-suite) room especially about the room interior or furniture. One more thing, I wonder why in the suite room at 5 star hotel like this don't have a coffee maker instead the ordinary coffee sachets? The lamp in the swimming pool should work automatically (with timer), there were no any staff around the pool and gym to help us with swimming pool light. Our exceptional experience were with the Patita Restaurant, especially when the new year eve dinner, the buffet menus were extraordinary and some how fulfill our appetite. However, when we tried to have a dinner on January 4th, we think that some buffet menus were not freshly made and some of them were from the new years eve's food, the point is the management should take more attention to the standard of 5 stars hotel restaurant (about both the food and the dining staff). One thing that very crucial for this hotel which included in the Accor group, that there is still no Accor priority welcome reception. Spa facility was not ready yet.

My two daughters are very happy with the room and its facilities, most probably one of the best room based on our experience

Glad to know that Grand Mercure finally open in Surabaya city. New building but little bit narrow for 5 star hotel. Love the interior design, although its lobby quite small with only and few elevators. Rooms looks great but service needs lots of improvement. Service below standard, especially when welcome ALL member. Request was very slow to respond.

Execellent location great bedroom so clean