Novotel Samator Surabaya Timur

Breakfast has plenty of Indonesian food options. The service was excellent, and the location is about a 30 minute drive from Juanda. For anyone traveling as a group, I’d suggest booking a two or three room unit since the kitchen and living room have lots of space.

Our bed was very big, which I really appreciated, and the room was clean and comfortable. A thumbs up to Front Officer Arsha for welcoming us so warmly and giving my 8 year old daughter a little gift she liked. Thank you Novotel and team.

Breakfast was good, the restaurant service was fine, and our room was spacious and clean, though the temperature control had some issues. The new outdoor playground on Level 5 kept our kids busy. The indoor playroom on that floor smelled mouldy and needs attention right away. The front desk experience was awful. Andrew made me repeat my name three times and my wife's name several more times to arrange elevator access, then kept asking repetitive questions instead of noting the details. The next day, after we accidentally left our only key in the room, my wife asked for a second one. The desk staff were reluctant and unhelpful, and we had to argue for access to our own room. At checkout they emphasized that both cards had to be returned. All that fuss over two key cards. This petty, poor service left me wondering if this is really a 4 star hotel or a 2 star one. I’m asking for basic hospitality, not special treatment. I hope Accor management takes this seriously, because this didn’t match the standards the brand says it upholds.

The food at breakfast wasn’t good, and dishes ran out before breakfast time was over. LOL. Reception was no help with our request either. We only wanted a one hour late checkout and they refused. From the first day, they’d given us the WRONG card to get to our room and didn’t even apologize.