Hyatt Regency Surabaya

We came for a staycation and got a smoking room because all the non-smoking rooms were full. It was still tolerable. The staff were very kind and welcoming, despite what some other reviewers have said. The hotel has a strategic location, lots of facilities, and a big 42-square-meter room. At the Siti Inggil buffet restaurant, though, breakfast needs a lot of improvement. Many dishes were under-seasoned. The fried rice was the only better part; the rest tasted like two- or three-star food. Still, the room is cheap compared with other five-star hotels, so that made it okay.

The traditional style and gamelan music in the hotel halls were a lovely part of our honeymoon stay. The music was beautiful and calming, and fit the place so well. We spent two nights here during the protests and felt safe the whole time. Our suite was spacious and clean, the staff were incredibly kind, and breakfast was incredible. The buffet dinner was worth every rupiah. A fantastic hotel. Hopefully we’ll be back.

The room itself was excellent: very spacious, with a full glass wall and an unobstructed city view. I appreciated having a plug extension at the work desk. The hotel’s facilities and central location were good, but the guest handling made the stay feel unwelcoming, and I wouldn’t recommend it. Check-in was particularly poor. I arrived at 3:00 pm and was told the room wasn’t ready. They asked where I’d wait but didn’t explain what would happen or whether they’d let me know when it was available. There was a complimentary drink station before the check-in counter, but it was crowded and we missed it. I waited until 4:30 pm, then had to follow up at the counter myself to get the room. I don’t know how long it had actually been ready. The only explanation was, “we were waiting for the linens.” Other reviews suggest this check-in problem isn’t unique. The pillow was stained and hadn’t been fluffed when I arrived, which made me question the cleanliness and attention to detail. The sliding bathroom door wouldn’t lock or stay shut, and kept sliding open by itself. There was a wide gap between the door and wall, so privacy was a concern. The open, short, wide basket for trash also left waste visible and looked unpleasant compared with a taller bin with a lid. The hotel was strict about amenities too. They wouldn’t provide an extra towel, which I understand when the booking is for two, though many hotels are more flexible. Breakfast had a wide selection of local and international food. The local dishes were okay and served in rattan trays lined with paper, which gave them a local feel. The international options could use work. Butter at the bread station was in a jar, so I couldn’t tell the brand, and it tasted stale, almost rancid, on both mornings. The hotel was generally fine for its location and facilities, but the service left me feeling less like a guest and more like I was staying in someone’s house where I wasn’t particularly wanted.

It was surprisingly quiet, considering the hotel is in the middle of a noisy Indonesian city. There are beautiful gardens all around the grounds, excellent rooms, a great swimming pool, and a separate kids’ pool. You can also play tennis on two courts. The staff were exceptionally kind. Breakfast is a good all-you-can-eat spread, and there are several shops. There aren’t really alcoholic drinks beyond some beer and red wine. I’d stay here again. Nothing to complain about.