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

Nice stay

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.

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.

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

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.

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

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!

Very helpfull reservation

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.

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.

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.

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.

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.

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)