Mövenpick Surabaya City 5 stars

Kepada Bapak Rizal E. K., Terima kasih telah meluangkan waktu untuk memberikan ulasan dan berbagi pengalaman selama menginap di hotel kami. Kami senang mendengar bahwa Bapak menikmati makanan kami, merasa nyaman dengan lokasi hotel, serta mendapatkan pelayanan yang ramah dan membantu dari tim Security kami. Apresiasi tersebut tentu menjadi motivasi bagi kami untuk terus memberikan pelayanan terbaik kepada setiap tamu. Kami juga mohon maaf atas kendala yang sempat dialami saat melakukan koneksi internet di awal. Kami bersyukur masalah tersebut akhirnya dapat terselesaikan, dan masukan Bapak akan kami jadikan perhatian agar proses koneksi Wi-Fi ke depannya dapat berjalan lebih mudah dan lancar. Terima kasih atas kepercayaan dan penilaian positif Bapak. Kami berharap dapat kembali menyambut Bapak di kunjungan berikutnya dengan pengalaman yang semakin nyaman dan menyenangkan. Hormat kami, Toat Edi Wijaya General Manager

Dear Mrs. Meyriawati A., Thank you for taking the time to share your feedback with us. We sincerely regret to learn that your recent experience did not meet your expectations. As a valued Platinum Accor member and a returning guest, we fully appreciate your expectations regarding recognition and the benefits associated with your membership. Please be assured that your comments regarding the upgrade and overall experience have been noted and will be shared with the relevant team for further review. We value your loyalty and regret that we were unable to provide an experience that reflected the level of recognition and service you expected. We sincerely hope to have the opportunity to welcome you again and provide you with a more satisfactory experience on your next visit. Sincerely yours, Toat Edi Wijaya General Manager

Dear Mrs. Betty M. C., Thank you for taking the time to share such detailed feedback regarding your recent stay with us. Please accept our sincere apologies that we were unable to meet your expectations, particularly regarding the check-in process, breakfast experience, and the level of hospitality provided by our Front Office and Front Line teams. We are especially apologies to hear about the experience you had while carrying the heavy box and assisting your senior parents. Our team should have been more attentive and proactive in offering assistance, and we sincerely regret that this basic gesture of hospitality was missed. We are, however, grateful that one of our associates was able to recognize the situation and offer her assistance. Your comments regarding our service feeling robotic and transactional are also taken very seriously. We fully agree that genuine hospitality goes beyond simply following procedures. Guests should feel welcomed, valued, and cared for throughout their stay. Your recommendation regarding Unreasonable Hospitality by Will Guidara is well noted, and we will share this feedback with our team as part of our ongoing efforts to strengthen our service culture. We also sincerely apologize that our breakfast did not meet your expectations. Your comments regarding the limited variety and lack of seasoning and flavor have been shared with our culinary team for further review and improvement. Thank you once again for your honest and constructive feedback. We truly appreciate you bringing these matters to our attention, as it provides us with an opportunity to improve. We hope to have the opportunity to welcome you again and provide you with a much warmer and more thoughtful hospitality experience in the future. Sincerely yours, Toat Edi Wijaya General Manager

Dear Mr. Venkata S. N., Thank you for taking the time to share your detailed feedback regarding your recent stay with us. Please accept our sincere apologies for the serious concerns you experienced. We are particularly concerned to hear about the cockroaches in your room, the condition of our gym facilities, and, most importantly, the severe illness you experienced following your meals at the hotel. We fully understand how distressing and disappointing this must have been, and we regret that these issues significantly affected your stay. Please be assured that we take your comments regarding hygiene, pest control, food safety, and facility maintenance extremely seriously. Your feedback has been shared with the relevant management and operational teams for immediate investigation and follow-up. We will review our pest-control measures, housekeeping standards, food-handling and safety procedures, as well as the condition and maintenance of our gym and other facilities. While it would not be appropriate for us to draw conclusions regarding the cause of your illness without a proper investigation, we are deeply concerned by your experience and will treat the matter with the seriousness it deserves. We sincerely regret that we did not provide you with the standard of cleanliness, comfort, and service you expected. We appreciate you bringing these matters to our attention, as your feedback gives us an important opportunity to identify areas requiring improvement. Thank you again for sharing your experience. We hope to have the opportunity to restore your confidence in our property and provide you with a much-improved experience in the future. Sincerely yours, Toat Edi Wijaya General Manager

Dear Mrs. M., Thank you for taking the time to share your feedback regarding your recent stay with us. We are pleased to hear that you found your stay comfortable. However, we sincerely regret that our location felt inconvenient and that your experience did not fully reflect the five-star standards we strive to provide. Your comments are important to us, and we will certainly share your feedback with our team as we continue working to improve our services and overall guest experience. We truly appreciate your feedback and hope to have the opportunity to welcome you back and provide you with a more enjoyable and memorable stay. Sincerely yours, Toat Edi Wijaya General Manager