Grand Mercure Surabaya City 5 stars

Good

The room was cleaned, friendly staff and big enough room size. However, the Wifi access need to be improve since this is necessary for people who do the business trip. Furthermore, the breakfast menu not so many varieties, better to improve. Thanks.

The arrival was a bit bumpy because there we a great number of airline crew checking in, I had to elbow my way in to the front desk get attention. The first room I was given was noisy even when the AC off, something concerning the air circulating unit that is independent from the AC. Upon my request, i was promptly and kindly moved to another room of the same category that that did not have this problem. The breakfast was efficiently run, with a good variety of options, and the staff friendly and very helpful.

the staff are nice. Easily located. The breakfast is good. And most of all it is trusted because several flight attendant are on the hotel. So it is well standardized interms of comfort, safety dan cleaness. Thank you

Very organised hotel and noted detailed arrangements to suit my stay. Was attended by Ibu Atika who I must monitored and arranged to ensure all my requirements were arranged. Very professional.

The room was perfect. I love it very much. But there is a little disappointment in the restaurant, At the first morning, I ordered yellow rice but it didn't come. When I asked them, they said that the sauce ran out. Why tthey didn't tell me right away.

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.

Check in time take too long.

good service ,very nice room,good food

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)