BeSS Mansion Hotel Surabaya

The hotel has potential, but the cleanliness needs work for a four-star place. The rooms were clean overall, though there were stains on the walls and carpets. At breakfast there was a small cockroach on the counter, and the sauces were covered in ants. I also tried the spa massage: booking it took me three hours, and the treatment was so gentle it didn't compare to a professional massage. Hygiene and service both need improvement. For that money, I'm sure you could stay somewhere else.

I'm very disappointed with how the restaurant staff treated us at breakfast, and I won't stay here again. I usually stay at Bess Resort Lawang Malang almost every month and have a great experience, so I tried Bess Mansion Surabaya on October 4th. Everything was great from arrival through the morning of the 5th, until an employee questioned the meal allowance for my child and me. I was there with my wife and three children, aged 6, 4, and 1. Agoda says meals are for two adults, so why question my six-year-old? After arguing, I gave in and fed my baby, who also counts as a meal. I'm confused about how they're defining it. If you have children, the pool may appeal, but I can't recommend the restaurant, especially its staff. Their attitude was disappointing. Please have management contact me to discuss this.

We only stayed one night and wished we could have stayed longer. Check-in was quite slow, around 30 minutes, so I hope the hotel improves its service.

Getting around was easy thanks to the location, and the hotel felt modern with all the amenities I needed. My room was spacious, clean, and really comfortable. The staff were super friendly and helpful, which made everything easier. I had a great stay and would definitely come back.