Grand Mercure Surabaya City 5 stars

1. Lobby was not too spacious but it was elegant. 2. All staffs were friendly, helpful, and guest satisfaction oriented. 3. I stayed for 5 nights and some restaurant staffs have already remembered my name and my favourite orange juice when breakfast. 4. My room was deluxe suite. It was spacious room with great view of Surabaya City. The bed was big and comfortable. I think there were some improvement that need to be taken as follow. I think it was good attitude and make the guests feel more special to stay in the hotel a. The water in bathtub was not clear and yellow. When i turned on the water, the filter dropped immidiately and water turned yellow. It was really disappointing. b. It should provide hand towel and bathrobe in the room for guest without asking for those. c. Minibar should be provided when guests have already entered the room without asking for it. 5. Room service was good and thanks to mr. Rian for delivering food on time. 6. The restaurant was trully special when it came to guest satisfaction. It had good health protocol and it was supported with excellent staffs. Great job for Patita Restaurant Staffs. 7. Mr. Andre and Mr. Frangky who helped me with airport transfer from/to juanda airport-hotel were really helpful and responsive. 8. Overall, it was a great stay in Grand Mercure Surabata City. Thanks for all team.

You will find a good protocol covid 19 upon entering the lobby even to the reception. The room very nice and clean, breakfast also good. Thanks grand mercure surabaya

Breakfast Experience of food selections

I was expecting that a five star hotel would follow the covid protocol. But during my breakfast I found out that one of the chef put his mask on his chin for quite sometimes. I personally tried to remind him, then he put it back to cover his mouth. However, 5 minutes later I found out that he did it again! And this time he is wondering around the kitchen, talking while also cooking or preparing customer’s meal! I even took some pictures and some videos about it. Such a disappointment.

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)