JW Marriott Surabaya

The club lounge staff were so kind. They served us food even after the kitchen had closed and made sure we weren’t hungry after arriving late. The hotel may be old, but it’s run smoothly and professionally. Everyone treated us like family from arrival to departure. We only stayed one night, but it was great. Thank you for such warm, professional service.

The breakfast and lunch buffets were amazing, with so many options, and you get a nice view while eating. The pastries are a must for me, especially the French toast. That fragrant toast with its soft finish, I could eat a lot of it! I only stayed one night. The room was beautiful and luxurious, and the location was ideal for tourist attractions, malls, and places to eat. I didn’t have a great experience with the payment, though: my credit card was charged twice, on 30 and 31 January 2026. The receptionist meant to refund my deposit but accidentally charged another amount. Lince is helping me with the refund.

The restaurant FB crew were great, and I appreciated how the room issue was resolved. We showed the printed booking confirmation, and the front office staff soon told us the manager had approved a complimentary upgrade to a Junior Suite. We really appreciated that. We’d booked a Deluxe room for one night, but on arrival were told it was fully booked and that we’d need to pay an extra IDR 300,000 for the Junior Suite. That was confusing since the online booking had gone through. If the Deluxe was unavailable, it shouldn’t have been open for reservation, and it didn’t seem fair to charge us more for a room change caused by availability. There was only one pair of slippers in the room, so we had to ask for another. Shouldn’t there be two? And for a Junior Suite at a Marriott property, I expected a coffee machine, but there were only instant coffee sachets. That was disappointing for a suite. I hope the feedback helps with future improvements. Thank you.

Mr. Rohmad at the front desk made check-in easy and took care of all my requirements. The staff were consistently polite and professional, and the service was phenomenal. The hotel’s location also made getting around Surabaya very convenient. Some of the room and bathroom hardware is showing its age, which is why I gave the rooms four stars. Still, everything worked and was well maintained. I had an amazing stay at JW Marriott Hotel Surabaya and would highly recommend it. I’ll definitely return.