Mövenpick Surabaya City 5 stars

Dear Diah a. c., Thank you for taking the time to share such a wonderful review of your recent stay with us. We are truly delighted to know that your transit stay was a comfortable and enjoyable one. It is especially rewarding to hear that everything went smoothly from check-in to check-out and that our team was able to make your family's stay even more pleasant. Your kind recognition of Ms. Tiara will certainly be shared with her. She will be delighted to know that her assistance in arranging your connecting rooms made a positive difference to your experience. We are also pleased that your children enjoyed our signature Chocolate Hour, and that you found the room, bed, and air conditioning comfortable throughout your stay. Knowing that you felt inspired to leave a review, especially as an Accor member, is truly meaningful to us and serves as great encouragement for our entire team. Thank you once again for your generous recommendation. We look forward to welcoming you and your family back to Mövenpick Surabaya on your next visit to the city and creating another memorable stay. Sincerely yours, Toat Edi Wijaya General Manager

Dear Asher J., Thank you for taking the time to share your feedback regarding your recent stay with us. While we are pleased to know that you enjoyed our hotel's location, we are truly sorry to learn about the unfortunate incident you experienced. Finding insects in your room is certainly not the experience we want any of our guests to have, and we sincerely apologize for the inconvenience and discomfort this caused. Please be assured that your comments have been shared with our Housekeeping and Pest Control teams for immediate investigation and corrective action. We are committed to maintaining the highest standards of cleanliness and hygiene, and we will take the necessary measures to prevent this from happening again. We also appreciate your feedback regarding the absence of a rubber shower mat. Your comments are valuable and will be reviewed with our team as we continuously evaluate opportunities to enhance our guests' comfort and safety. Thank you once again for bringing these matters to our attention. We hope you will give us another opportunity to welcome you back and provide you with the exceptional experience you expect from Mövenpick Surabaya. Sincerely yours, Toat Edi Wijaya General Manager

Dear abdul h. r., We very much appreciate your comments regarding your stay at the Mövenpick Surabaya City. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely yours, Toat Edi Wijaya General Manager

Dear Ellyn L., Thank you for taking the time to share your detailed feedback with us. We sincerely apologize for the disappointment and inconvenience you experienced during your stay. We deeply regret that your concerns were not handled with the level of care and follow-up you rightfully expected. It is especially disappointing to learn that our Housekeeping Manager did not meet with you as promised, and that your feedback was not properly addressed before your departure. Please accept our sincerest apologies for this lapse in communication and service. We are also truly sorry that your privacy was disturbed on multiple occasions despite the Do Not Disturb sign being displayed. We fully understand how important uninterrupted rest is, and we acknowledge that repeated knocks on your door late at night were unacceptable and not in line with our service standards. Please be assured that your comments have been shared with our Housekeeping and Front Office leadership teams for immediate review. We will reinforce our standard operating procedures, particularly regarding the handling of Do Not Disturb requests, late-night room service protocols, guest follow-up, and internal communication to ensure situations like this do not happen again. Your feedback is invaluable in helping us improve, and we sincerely regret that we fell short of delivering the seamless experience you deserved, especially during your eight-night stay. We truly appreciate your honest feedback and hope you will consider giving us another opportunity in the future to restore your confidence and provide you with the exceptional hospitality that we strive to deliver. Sincerely yours, Toat Edi Wijaya General Manager

Yesi Y. yang terhormat, Kami sangat berterima kasih atas komentar Anda mengenai kunjungan Anda di Mövenpick Surabaya City. Sangat menyenangkan bagi kami untuk menerima tanggapan positif. Kami akan memberitahukan komentar Anda kepada tim kami. Kami yakin bahwa komentar ini akan menjadi motivasi bagi semua staf kami karena kami berusaha untuk terus meningkatkan kualitas layanan kami. Sekali lagi terima kasih karena Anda telah memberitahukan pengalaman Anda, dan kami berharap kunjungan Anda berikutnya akan sama memuaskan seperti kunjungan sebelumnya. Hormat kami, Toat Edi Wijaya General Manager