Grand Mercure Surabaya City 5 stars

I was given an early check-in around 1 pm on a very hot day and they gave me some cookies and pastries, together with a plate of freshly cut papaya on the table in the room. It gave a big smile on my face since I really really like papaya and they knew it. My room was on 20th floor with an amazing view to the city of Surabaya, I was very surprised when I turned on the TV and I saw my picture as the welcome card especially made for me. The room has good lighting and calm ambience, suitable for work (my sister had to work via online meeting, I also had an online meeting at evening) and also super cozy to have a good night sleep. Thank you Ibu Eksi and Ibu Atika for arranging my stay. I will come back with my family after this PPKM is over.

I stayed with my 2 years old daughter at Grand Mercure Surabaya for 6 nights, 5 of which were for a quarantining purpose (international arrival). Going on a quarantine with a toddler was a daunting experience, but the hotel staff made sure that I felt at ease from the moment I entered the hotel pick-up car. Mr. Reza was really friendly and helpful. I felt even more at ease when we arrived at the hotel where Ms. Atika greeted us and explained everything in details (I like details!). Another great hospitality came from the kitchen staff, (special thanks to Mr. Erry) who did their best to fulfil my requests, which sometimes were probably a bit too much, admittedly as I wanted to make sure my toddler would stay happy with whatever food we could provide to entertain her pallet.

Friendly service,nice room, healthy food are available

Clean and tidy room, brand new hotel, spacious... Hotel Manager was welcoming and friendly.

Stayed there for 1 night and really enjoyed to stay there. The room was extremely clean and the service was really great too.

Everything was ok, room was very nice, clean, and well designed. The executive room was very spacious and equipped with bathtub. Location was far from the tourist prime area in Surabaya, but it was considered good if you’re on business trip to visit/meeting at offices/factories in the south. Staff was just ok, nothing to mention. Major downside with this hotel was they appointed smoking area just in front of the narrow main lobby entrance. One day, we had to pass through group of 6-8 ppl smoking at the lobby entrance, not wearing mask of course. I asked the hotel staff and they confirmed that that was the smoking area. What an inconsiderate thought from this hotel management toward those who don’t smoke and bring little kid like us.

It's my 3rd stay over the past 6 months. What I like about this hotel was it's located in the city center and it's quiet. What can be improved better is about the responds to Vegetarian request. Myself is a vegetarian and whenever I book a room, I always mention please arrange for Vegetarian breakfast. But whenever I checked in, the Front officer seems confuse about the request and can not give guidance for me. Then they usually pass this request to the restaurant and they also confuse what to offer and ask me what I want to eat. It'll be great if resto can have their own lists and can give me advise. Like for example : If you want chinese foods, we can serve ........, and .... and ......But If you want western foods, we can serve ........, and .... and ......and If you want Indonesian foods, we can serve ........, and .... and ...... That would be great and looked professional.

Friendly n simple check in process. Cozy room, nice facilities inside

All the staff I met has been friendly, always willing to assist, and eager to make me have the best possible experience despite the unpleasantmess of my situation as I was on mandatory quarantine in the hotel I want to draw attention on 2 persons especially: Chef Heri whom I appreciated concern for my well beeing and eating Chief counter manager Miss Atika: I dare say she is a very special person and that she is a great asset for Accor group. I seldom have met somebody so devoted to please the demanding customer that I am. She was in always in perfect control when I happened to lose mine, when relationships with health department were becoming tense. I think that she kept on attending to me and my relationships with medical services and adminsitration even outside her working hours. Outstanding devotion to her duty really. Kudos to the whole hotel team

Good stay at Surabaya, good place for vacation

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)