Grand Mercure Surabaya City 5 stars

Customer review rating (ALL Rating) 4.5/5 354 reviews

ALLSAFE approved hotel

Grand Mercure Surabaya City
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+ 18 Services

Hotel extras

  • The hotel is located near business districts, shopping centers and the carnival park area.

  • Near Maspion Square

  • Restaurant offers a selection of authentic Indonesian, Asian and Western cuisine.

  • Enjoy free daily activities during your stay with us.

  • Guests enjoy free WiFi in the rooms and publicareas.

Hotel location

Grand Mercure Surabaya City

Jl Ahmad Yani No 71
Margorejo
Wonocolo
60238 surabaya
indonesia

Fax: (+62)31/99845999

Check-in from 14h00

Check out up to 12h00

  • By plane

    JUANDA At 15km / 9 miles

  • By train

    MARGOREJO At 0km / 0 miles

GPS:-7.314266, 112.734917

Hotel services

Check-in from - Check out up to

In summary
  • Swimming pool
  • Car park
  • Restaurant
  • Wheelchair accessible hotel
  • Well-being
  • Air conditioning
  • Wi-Fi
  • Breakfast
  • Bar
  • Meeting rooms

Patita Restaurant

Patita restaurant offers a selection of authentic Indonesian, Asian and Western cuisine in buffet and a la carte formats.

Our accommodation(s)

Grand Mercure Surabaya Margorejo features 241 rooms overlooking Surabaya City. Enjoy ultimate comfort and spaciousness for your relaxation.

Your meetings and events

Our meeting rooms

  • Number of meeting rooms: 6

  • Maximum size: 756

  • Maximum capacity: 756 people

  • Maximum banquet capacity: 320 people

Find out more

Our guest reviews for
Grand Mercure Surabaya City

100% genuine reviews from our guests

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ALL Rating 4.5/5

354 reviews

TripAdvisor Rating 5.0/5

210 reviews

2021 TripAdvisor Certificate of Excellence
Certificate of excellence 2021

Just ok

Customer review rating 3.0/5

Innal M. H. Families - 20/01/2022 Confirmed reviews ALL

Restaurant staff were very nice,friendly and helpfull Receptionest staff were working so standard one of lady was not so helpfull and kind.my experience. It seemed she worked like"if we can make something difficult why we have to make easy". I stayed in executive suite .i think the living room is so basic and not well decorated compared to the bed room. And i think the executive room much better in term of interior design.

Dear Mr. Innal Mustaqim h., Thank you for taking the time to tell us about your experience at the Grand Mercure Surabaya City. I am sorry that your experience did not meet your expectations, please allow me to express my sincerest apologies. Please rest assured that I have personally shared your concerns and feedback to our respective department head for our immediate action regarding those issue to prevent this kind of situation will not happen again in future. Thank you again for sharing your experience, and we sincerely hope to welcome you back in the near future. Warm regards, Eksi Ayuningtyas General Manager

good stay

Customer review rating 4.5/5

Teddy A. S. Couples - 17/01/2022 Confirmed reviews ALL

thank you for the maximum and appropriate service for accor plus members

Dear Mr. Teddy Agusta S., We very much appreciate your comments regarding your stay at the Grand Mercure 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, Eksi Ayuningtyas GeneralManager Grand Mercure Surabaya City

Best Sleeping Experience

Customer review rating 5.0/5

Zacharias S. Families - 05/01/2022 Confirmed reviews ALL

Arrangement by Ms. Bening was very good. All notes were fulfilled with great results. Cleanliness was superb And again, breakfast was very good. Mr. Tomi and Ms. Greina had arranged everything to details. Great appreciation to all team

Dear Mr. Zacharias S., We very much appreciate your comments regarding your stay at the Grand Mercure 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, Eksi Ayuningtyas General Manager Grand Mercure Surabaya City

I was stay at grand mercure, i got nice, big n clean room, best hospitality

Customer review rating 4.5/5

Tini S. Families - 03/01/2022 Confirmed reviews ALL

I already stayed at 3 hotels from accor when i got holiday at Surabaya. I was stay at grand mercure, novotel n majapahit hotel. Grand mercure the most hotel that i like cause of the best hospitality, big room, clean room. Novotel is a middle cause i got 1 free night but the room was not satisfied me. So i move to another room n i got better room. At Majapahit i got best hospitality but the room too much cool. But i love the lobby hotel. Its very beautiful n warm.

Dear Tini S., We very much appreciate your comments regarding your stay at the Grand Mercure 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, Eksi Ayuningtyas General Manager Grand Mercure Surabaya City

Good stay

Customer review rating 4.5/5

Anugraha Solo - 02/01/2022 Confirmed reviews ALL

Never have bad experiences with accor

Dear Agung Kusumo N., We very much appreciate your comments regarding your stay at the Grand Mercure 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, Eksi Ayuningtyas General Manager Grand Mercure Surabaya City

Overall its a good stay

Customer review rating 4.0/5

Andi Couples - 02/01/2022 Confirmed reviews ALL

Staff is friendly, relatively new hotel, food is great. Parking is very limited and inconvenient

Dear Irviandi H., We very much appreciate your comments regarding your stay at the Grand Mercure 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. In regard to limited parking space, we have cooperation with secured parking next to the hotel with valet service for your convenience. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Eksi Ayuningtyas General Manager Grand Mercure Surabaya City

Good room interior and bedding

Customer review rating 4.0/5

Nugroho Families - 29/12/2021 Confirmed reviews ALL

Nice stay

Dear Mr. Nugroho, Warm greetings from Grand Mercure Surabaya City! We are very grateful for your experience of visiting our hotel. It's great for us to receive positive feedback. We also make sure your comments have been received to our staff specially concierge team. We hope that your next visit will be as satisfying as the previous visit. Eksi Ayuningtyas General Manager
Customer review rating 3.0/5

Anonymous Families - 27/12/2021 Confirmed reviews ALL

As ALL GOLD member, the hotel declined to recognize my status by providing the offer that I am entitled to. I didn’t get the room upgrade despite it is available, the FO argued my room rate already included free upgrade, but SO WHAT?, as ALL GODL member I am also entitled to room upgrade when it’s available. So I ended up staying at Deluxe room which is exactly the same room as Superior room. I asked the staff what is the difference, they confirmed both rooms are the same, with Deluxe room comes with free minibar which is 2 soft drinks and 2 snacks - SERIOUSLY ACCOR?? I paid that room rate only for 2 soft drinks and 2 snacks? I don’t drink coke anyway. Other point, as I always observed from the first time I stayed here, the covid protocols implementation in this hotel are very weak, you’ll find many people around without mask, and the staff is just ignorant to it.

Dear Mr. William G., Thank you for sharing your concerns in reference to your recent experience at our hotel. It is regretful to learn that you had an unpleasant experience. Allow me to express my sincerest regret and apologies as I am distressed that we fell short of your expectations and we understand this type of unpleasant experience should not had happened during your stay. Please rest assured that I have personally shared your concerns and feedback to our respective department head for our immediate action regarding those issue. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve and maintain the quality of products and our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Eksi Ayuningtyas General Manager

Good stay

Customer review rating 4.0/5

Algadilan S. Families - 27/12/2021 Confirmed reviews ALL

The vibes are okay, welcome drink has provided by need to request with showed my Accor Plus card. Breakfast okay too. Gym and pool were good.

Dear Mr. Algadilan S., We very much appreciate your comments regarding your stay at the Grand Mercure Surabaya City. It is always a pleasure to receive positive feedback and I am sorry that your arrival experience did not meet your expectations, please allow me to express my sincerest apologies. 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, Eksi Ayuningtyas General Manager

Good stay

Customer review rating 5.0/5

Kalim J. Families - 16/12/2021 Confirmed reviews ALL

Clean rooms, excelent service, delicius foods at Grand Mercure Restaurant, very polite,pleasent staff.

Dear Mr. Kalim J., We very much appreciate your comments regarding your stay at the Grand Mercure 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, Eksi Ayuningtyas General Manager

Another nice experience

Customer review rating 4.0/5

Franky K. Families - 11/12/2021 Confirmed reviews ALL

Always have good experience when staying here. The staffs are friendly and helpful. Thanks for great burger. It's one of the best burger in town. Also great thanks for finding my cellphone. I lost my cellphone and the hotel team managed to return it. Really appreciate the efforts.

Dear Mr. Franky K., We very much appreciate your comments regarding your stay at the Grand Mercure 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, Eksi Ayuningtyas General Manager

A very good staycation

Customer review rating 5.0/5

Samanta Families - 22/11/2021 Confirmed reviews ALL

All the staff is very nice and friendly, and the food is delicious especially the dessert

Dear Mr. HARSONO WIDJOJOKOESOEMO, We very much appreciate your comments regarding your stay at the Grand Mercure 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, Eksi Ayuningtyas General Manager

Amazing Stay

TripAdvisor rating 5.0/5

rizkynas2021 13/10/2021 TripAdvisor review

The way they personalized me was amazing. They put some pictures of me on the bed and provide me some snacks and cake for free! Checked in was so smooth helped by Fhany and his staffs. Won’t forget to mention Atika who has been attached with me from pre Arrival until my departure! Good Work Grand Mercure Surabaya!

Dear rizkynas2021, Thank you for staying at Grand Mercure Surabaya City Hotel and taking the time to write a positive review. We are very pleased to learn that you loved our hotel, especially excellent facilities and the services that you received from our staff Fhany and Atika. Your amazing compliment had been forwarded to everyone in the team. Your very kind words are undoubtedly a great motivation for all of us to serve our best at all time. We are looking forward to your upcoming visit, anytime soon. Eksi Ayuningtyas General Manager

Excellent Service

Customer review rating 5.0/5

Indra N. /. K. U. Business - 09/10/2021 Confirmed reviews ALL

Very helpfull reservation

Dear INDRA N. Thank you for staying at Grand Mercure Surabaya City Hotel and taking the time to write a positive review. We are very pleased to learn that you loved our hotel, especially excellent facilities and the services that you received from our staff Ms Ayu. Your amazing compliment had been forwarded to everyone in the team. Your very kind words are undoubtedly a great motivation for all of us to serve our best at all time. We are looking forward to your upcoming visit, anytime soon. Eksi Ayuningtyas General Manager

Good stay

Customer review rating 5.0/5

Riswan S. S. Couples - 25/09/2021 Confirmed reviews ALL

I use a motorcycle and park in the motorcycle parking lot. Please point the location for the STNK check. It is not good to be stopped while using a motorcycle at a random spot in the basement by the security officer. Please accommodate the tradeoff between security and comfortability. A friendly looking and polite words while using a mask from the security officer could help as well. Overall, I would recommend staying in GM to my colleagues and friends. Looking forward to stay in GM Malang.

Dear Mr RISWAN SEPTRIAYADI S., We very much appreciate your comments regarding your stay at the Grand Mercure Surabaya City. It is always a pleasure to receive your feedback. I will share your comments with our security team for review. 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, Eksi Ayuningtyas General Manager

Business Stay 16.Feb.21

TripAdvisor rating 5.0/5

capteugenesebastian Business - 22/02/2021 TripAdvisor review

Had a very comfortable stay pampered by a very efficient, professional a willing team. Lovely breakfast, Good pandemic precautions and clean. Guess relations officer Atika was efficient and professional.

Dear Captain Eugene, we would like to say thank you for your review about Grand Mercure Surabaya City. We are delighted that you have a comfortable stay with us. We are happy that you have experienced breakfast, good health protocol and cleanliness that meet your expectations. Also, it is our pleasure to hear that Ms. Atika had demonstrated her professionalism in taking care your needs. These really motivate us to be better in the future. Looking forward to welcoming you back at Grand Mercure Surabaya City. Warmest regards,

Very Good

TripAdvisor rating 4.0/5

Prima1204 Business - 31/01/2021 TripAdvisor review

The room is clean. The staff are very helpfull. A little bit trouble... if we can say... We check in at 1.30 am. The personil on duty did't understand how to redeem point... No body explain that the minibar is included in room fare until the cleaning boy told us on the last day.

Dear Prima1204, Warm greetings from Grand Mercure Surabaya City! Thank you for taking the time to provide a review of our hotel. We apologize if your visit did not match your expectations especially our service. We hope to see you soon again on our next visit. Best regards, Eksi Ayuningtyas General Manager

Great experiences, excellent service.

TripAdvisor rating 5.0/5

yudytjahjono Business - 15/01/2021 TripAdvisor review

Eventhough stayed in this hotel for one night as an accorplus gold member, my experiences in this hotel was great. I was personally attended by the duty managers. Especially Mr Samsul, the front desk duty manager was very polite and helpfull. As a duty manager, he even had time to deliver my luggage to the room. I was feeling honoured. The breakfast experiences was great. Another restaurant duty manager (sorry, i forgot the name) bought some fresh juice for me and even take selfie with me. Eventhough some dish was seasoned blandly, generally my breakfast experiences was very superb. The executive suite room was very spacious, modern, stylish and very clean. I enjoyed complimentary welcome cakes and in-room cofee machine. It's my pleasure to stay again in this hotel.

Dear yudytjahjono, Thank you for staying at Grand Mercure Surabaya City Hotel and taking the time to write a positive review. We are very pleased to learn that you loved our hotel, especially excellent facilities and the services that you received from our staff especially Samsul and our Manager Restaurant. Your amazing compliment had been forwarded to everyone in the team. Your very kind words are undoubtedly a great motivation for all of us to serve our best at all time. We are looking forward to your upcoming visit, anytime soon. Eksi Ayuningtyas General Manager

Best Accor hotel in Surabaya

TripAdvisor rating 5.0/5

YapDenny 08/01/2021 TripAdvisor review

This is easily the best Accor Hotel in Surabaya, very new and modern. Breakfast restaurant has a nice look and spacy. Special thanks and mention to Diah and Mila from the front office who have helped us to find and ship our kid's lost shoe and our precious YL diffuser! They were very attentive to help us from beginning until it was found and sent over to our house. Will definitely stay here again when we return to Surabaya.

Dear YapDenny, We very much appreciate your comments regarding your stay at the Grand Mercure Surabaya City. It is always a pleasure to receive positive feedback. I will share your comments with our team Diah and Mila. 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, Eksi Ayuningtyas General Manager

First Impression for staying 3 weeks

TripAdvisor rating 5.0/5

purwadirama Business - 27/09/2020 TripAdvisor review

Good things : - Quiete a new hotel - Clean and luxurious interior - Close to Juanda airport (approx. 30 min) - Close to the toll gate (approx. 12 min) - Close to some shopping mall (Royal, Marina, and Maspion square) - Accor member benefit are implemented (me as a Platinum member got a free room upgrade and free evening snack, LOL) Bad things : - Lack of hospitality even I've stay for 3 weeks, they didn't recognize as a loyal guest. - Very Limited parking space - Very limited breakfast menu (maybe due to Covid situation). And then amazingly they don't provide cereal for a breakfast (even a motel always had a cereal for breakfast, come on guys, seriously?) - Need to call the housekeeping to get my laundry. I've told them many times to always bring my laundry after it's finished, but they never did. - You will got a special treatment if you are a flight attendant. (I'm just a normal person who need some place to stay, so I'm not special for them even though I spend 3 weeks stays there) - Somehow to many RESERVED board everywhere (I don't know who reserved so many table everywhere and everytime, still become mysterious for me, LOL)

Dear Mr. Rama P, Thank you for taking the time to tell us about your experience at Grand Mercure Surabaya City. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Grand Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Rachmad Suwardi General Manager

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