Outdoor pool, pool umbrellas
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Reviews of JW Marriott Surabaya

5 out of 5
JW Marriott Surabaya
Jalan Embong Malang 85-89, Surabaya, East Java

Reviews

9.2

Wonderful

Rating 10 - Excellent. 248 out of 417 reviews" "
Rating 8 - Good. 142 out of 417 reviews" "
Rating 6 - Okay. 18 out of 417 reviews" "
Rating 4 - Poor. 6 out of 417 reviews" "
Rating 2 - Terrible. 3 out of 417 reviews" "

9.0/10

Cleanliness

9.2/10

Staff & service

9.2/10

Amenities

8.8/10

Property conditions & facilities

8.8/10

Eco-friendliness

Reviews

8/10 Good

Restu

Travelled with family and small children
Liked: Cleanliness, staff & service
the team need to have more knowledge on the VIP Access perks and benefit as it is a quite important key factor for the VIP travelers, other than that our stay is pretty okay.
Stayed 1 night in Apr 2024

8/10 Good

Chi Hoi Raymond

Travelled with partner
Liked: Cleanliness, staff & service, amenities
Provide me the early check in while available room, which was helpful.
Stayed 4 nights in Mar 2024

10/10 Excellent

Dwina

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights in Feb 2024

10/10 Excellent

Christopher F

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great service, very clean, nice fitness room.
Stayed 2 nights in Jan 2024

10/10 Excellent

Anneke

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023

10/10 Excellent

Yoana

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Dec 2023

10/10 Excellent

Dona Lilly

Stayed 3 nights in Sep 2023

10/10 Excellent

jin

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
excelent
Stayed 1 night in Jul 2023

10/10 Excellent

Mehran

Excellent service and staff
Stayed 7 nights in Jun 2023

10/10 Excellent

Paul

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
A very good place to stay in Surabaya
Stayed 2 nights in May 2023

10/10 Excellent

rusiani

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staffs are fantastic, friendly and very helpful as well as accommodating
Stayed 2 nights in Apr 2023
Response from Yudi Hendarsyah on 3 May 2023
Dear rusiani,Thank you for taking the time to share your valuable feedback on Expedia and staying at JW Marriott Surabaya as your hotel during your travel to Surabaya.We are delighted to learn that our service and facilities did meet your expectations and became one of your travel highlights during your stay with us.Once again, thank you for sharing your positive feedback and we look forward to welcoming you whenever your travels bring you back to Surabaya.Sincerely,General Manager

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, room comfort
Just average
Stayed one night at the deluxe room with city view.The room was average. Carpet floor looks old and need upgrade. Bed mattress were not in great condition. AC was not cool enough, they ended up sending technicians to fix it. Definitely an old hotel that need new touch up. Liked their marble bathroom and really enjoyed the food at the Pavilion restaurant. Waiters at the Pavilion were super friendly. Overall, it did not meet the standard to be called a 5 stars hotel.
Stayed 1 night in Apr 2023
Response from Yudi Hendarsyah on 3 May 2023
Dear Anonymous, We recognize your valuable time and appreciate honest feedback you shared on our Expedia. It has come to my attention that the bed mattress and the AC experience has not live up to your overall expectation. On behalf of the hotel team, we apologise for falling short of meeting your expectation.As a teachable moment, we have shared your feedback with the appropriate hotel team to ensure that we will consistently deliver upon guest expectations and we believe one of our senior leader has been connected with you in the property for a recovery. We will do comprehensive discussion among the respective departments to review breakfast processes in the hotel.Once again, thank you for sharing your honest and valuable feedback which has been critical inputs for our team. Although we fell short of meeting your expectations, we do hope you will consider JW Marriott Surabaya on your next journey to Surabaya so that we can deliver the guest experience you deserve.Sincerely,General Manager

10/10 Excellent

Ivan

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Great service by the hotel’s staff and friendly too. The hotel is located at a great location.
Stayed 3 nights in Mar 2023
Response from JW Marriott Surabaya Team on 30 Mar 2023
Dear Ivan,Thank you for taking the time to share your valuable feedback on Expedia and staying at JW Marriott Surabaya as your hotel during your travel to Surabaya.We are delighted to learn that our service and facilities did meet your expectations and became one of your travel highlights during your stay with us.Once again, thank you for sharing your positive feedback and we look forward to welcoming you whenever your travels bring you back to Surabaya. Sincerely,

10/10 Excellent

Mohamed

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Feb 2023
Response from JW Marriott Surabaya Team on 30 Mar 2023
Dear Mohamed,Thank you for taking the time to share your valuable feedback on Expedia and staying at JW Marriott Surabaya as your hotel during your travel to Surabaya.We are delighted to learn that our service and facilities did meet your expectations and became one of your travel highlights during your stay with us.Once again, thank you for sharing your positive feedback and we look forward to welcoming you whenever your travels bring you back to Surabaya. Sincerely,

10/10 Excellent

Jacqueline

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Had an enjoyable stay and would highly recommend the hotel & its facilities!! Excellent service & good food especially at the Pavilion & Imari. Staff were genuinely hospitable and make it all the more memorable overall. Many thanks to Yuyan, Ikbar, Fiki & Samsul!
Stayed 4 nights in Jan 2023
Response from Gaurav Saxena on 2 Feb 2023
Dear Jacqueline,Thank you for taking the time to share your valuable feedback.We are delighted to learn that our service and facilities did meet your expectations and became one of your travel highlights during your stay with us.Once again, thank you for sharing your positive feedback and we look forward to welcoming you whenever your travels bring you back to Surabaya. Sincerely,General Manager

10/10 Excellent

johannes

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was very friendly
Stayed 2 nights in Jan 2023
Response from JW Marriott Surabaya on 17 Jan 2023
Dear Mr. YohannesThank you for taking the time to share your valuable feedback.We are delighted to learn that our service and facilities did meet your expectations and became one of your travel highlights during your stay with us.Once again, thank you for sharing your positive feedback and we look forward to welcoming you whenever your travels bring you back to Surabaya. If there is anything that we can assist you to plan for your future visits, please do not hesitate to stay in touch at mhrs.subjw.reservations@marriotthotels.comSincerely,General ManagerGaurav Saxena

10/10 Excellent

riccy

Travelled with family, Travelled with family and small children, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Best hotel

10/10 Excellent

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Dec 2022
Response from JW Marriott Surabaya on 17 Jan 2023
Dear Our Special Guest,Thank you for taking the time to share your valuable feedback.We are delighted to learn that our service and facilities did meet your expectations and became one of your travel highlights during your stay with us.Once again, thank you for sharing your positive feedback and we look forward to welcoming you whenever your travels bring you back to Surabaya. If there is anything that we can assist you to plan for your future visits, please do not hesitate to stay in touch at mhrs.subjw.reservations@marriotthotels.comSincerely,General ManagerGaurav Saxena

10/10 Excellent

Cecilia

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent Stay!! The staff were outstanding. I was impressed with this hotel on how well the staff were trained. The staff remembered what we liked and our preferences. All our needs, met with a smile. We stayed for a week and literally were treated like royalty. The head chef and sous chef visited us daily for breakfast with different items to try. The buffet breakfast here is outstanding. Not just a continental but a full brunch style buffet. Delicious! We tried the other restaurants as well. We liked the Chinese restaurant and new bakery especially. We had massages at the spa and it was wonderful. Would definitely stay there again!
Stayed 6 nights in Oct 2022
Response from JW Marriott Surabaya on 17 Nov 2022
Dear Ms Cecilia,Greetings from City of Heroes.Thank you very much for choosing JW Marriott Surabaya as your staying destination in Surabaya.We are delighted to know that your overall stay was satisfying! Please rest assured that your feedback was taken on-board for further review as providing well-maintained facilities is one of our top priorities.It was a great pleasure to have you here and we are looking forward to welcoming you back in the nearest future.Sincerely,General ManagerGaurav Saxena

10/10 Excellent

Air

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
breakfast is great and the staff are all friendly and helpful
Stayed 1 night in Oct 2022
Response from Titien / Reservation Team JW Marriott Surabaya on 24 Nov 2022
Thank you very much and we are looking forward for your future stay

10/10 Excellent

irfan

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Oct 2022

10/10 Excellent

Nanik Purwati

Stayed 3 nights in Sep 2022
Response from Gaurav Saxena on 3 Oct 2022
Dear Nanik Purwati,Thank you for taking the time to share your valuable feedback and staying at JW Marriott Surabaya as your hotel during your travel to Surabaya.We are delighted to learn that our service and facilities did meet your expectations and became one of your travel highlights during your stay with us.Once again, thank you for sharing your positive feedback and we look forward to welcoming you whenever your travels bring you back to Surabaya. Sincerely,General Manager

10/10 Excellent

Michael, Point Cook

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff worked hard to make you welcome. Room was of high quality
Stayed 1 night in Aug 2022
Response from JW Marriott Surabaya on 28 Sept 2022
Dear Michael,Thank you for taking the time to share your valuable feedback.We are delighted to learn that our service and facilities did meet your expectations and became one of your travel highlights during your stay with us.Once again, thank you for sharing your positive feedback and we look forward to welcoming you whenever your travels bring you back to Surabaya. If there is anything that we can assist you to plan for your future visits, please do not hesitate to stay in touch with us.Sincerely,General ManagerGaurav Saxena

8/10 Good

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service
The bed is not so comfortable compared to other same star rating hotels. The room can be updated so that it’s a bit more brighter and not so dark. Upgrade was not offered even-though it is one of the perk from hotels.com as the gold members.
Stayed 1 night in Jul 2022

10/10 Excellent

Farida M

Travelled with family, Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Home away from home
This particular hotel had the most covinient entrance. People are so kind, respectful,super grateful. I feel at home in their room, the standard is 450sq ft. bigger than other 4/5 * hotel. Yuli and Manto were friendly housekeepers. I will always comeback to this older hotel, spacious and lively.
Stayed 1 night in Jul 2022

8/10 Good

Andrew

Liked: Cleanliness, staff & service, room comfort
Consider Club Lounge to avoid over crowding
The Club Level upgrade seemed worth the extra cost, as the lobby and breakfast services were quite crowded.
Stayed 1 night in May 2022

8/10 Good

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Mar 2022

10/10 Excellent

Larry P

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
The service puts this hotel a step ahead
Great service staff, helpful and very welcoming. Room was in good condition, good bed, no issues. They left some nice treats from their bakery also. The location is within walking distance of the big Tunjungan Mall and there is a convenient place for getting an antigen or pcr test close by.
Stayed 1 night in Mar 2022

8/10 Good

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
good
the service is good but the hotel overload base on opinion and the room too nousy from other room
Stayed 1 night in Dec 2021

8/10 Good

Ernest

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Oct 2021
Response from JW Marriott Surabaya on 28 Oct 2021
Dear Ernest, Warmest greetings from JW Marriott Surabaya Thank you very much for choose to experience JW Marriott Surabaya for your holiday and also for sharing your experience which is really warmth our hearth. We look forward to be welcoming you back one day soon for another memorable stay here with us at 'your home away from home'. Best Regards,

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location, nice staff, beautiful rooms
Stayed 3 nights in Mar 2020

10/10 Excellent

Aymn

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights in Mar 2020

8/10 Good

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, room comfort
Pelayanannya memuaskan. Semuanya bagus. Saya mendapat upgrade ke kamar executive, karena saya minta untuk diberikan kamar di Lantai Atas. Hanya saja, kasurnya kurang bagus untuk ukuran hotel sekelas JW Marriot. Kasurnya kempes. Mohon agar diberikan ep
Stayed 1 night in Dec 2020

10/10 Excellent

Listyo

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2020

10/10 Excellent

GARY

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
The best in Surabuya
The second time at the JW Marriott Surabaya Exellent experience wow At check in the receptionist was very nice And gave me a corner loft wonderful room It was spacious and comfortable The staff was extremely polite All of the time i paid 63 USD including breakfast So the room was only 30 USD because breakfast is expensive Wonderful value Very nice garden and pool The hotel is set alone in its own grounds In the big city of Surabaya 10 out of 10 for everything 100% I recommended the hotel
Stayed 1 night in Nov 2020

10/10 Excellent

Heather

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2020

10/10 Excellent

GARY

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Aug 2020

10/10 Excellent

Sangseok

Stayed 1 night in Aug 2020

10/10 Excellent

A'man, Bellevue, USA

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent hotel, had an issue with a glitch in the process@expedia.com auto-booking and auto-cancellations emails. Hotel was patient and kind enough to fix the issue.
Stayed 1 night in Mar 2020
Response from Roberto Kotambunan on 17 Aug 2020
Dear A'man, Greetings from JW Marriott Surabaya ! We are happy to receive your positive feedback and hopefully you have enjoyed every moments in the recent stay with us. We are looking forward to welcoming you back to our hotel in the near future. Thank You and Best Regards,

10/10 Excellent

A'man

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent staff doing a great job, the hotel holding up good in those challenging times
Stayed 1 night in Mar 2020

10/10 Excellent

Verified traveller

Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
best service. center location, clean and comfortable. very enjoyable stay.
Stayed 2 nights in Dec 2019

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, amenities
Stayed 1 night in Jan 2020

8/10 Good

Verified traveller

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It is a bit old but still ok. Would be better if they could renovate it.
Stayed 3 nights in Jan 2020

10/10 Excellent

Edyana

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Jan 2020

8/10 Good

Verified traveller

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Centrally locates 5* hotel. Bed is comfy and room is spacious. Lots of amenities in the bathroom. Can’t fault it.
Stayed 1 night in Jan 2020

4/10 Poor

Z, Frankfurt

Travelled with family, Business traveller
Disliked: Amenities, property conditions & facilities
What I didn't like was the lack of communication to guests. Due to new year's eve celebrations the ballroom entrance was used as the hotel's entrance instead without any prior notification so it confused guests and drivers. Then there was a shuttle service which we weren't even aware about. We stumbled on it by chance. On checkout they then moved the reception to a makeshift one located at the ballroom again without notifying guests. Only a small sign was put up to redirect guests to the makeshift one. It wasn't at all a pleasant experience staying here. The lobby was chaotic, reeked of cigarette smoke, and the overall flow is haphazard. This puts the JW Marriott brand to shame!
Stayed 1 night in Dec 2019

10/10 Excellent

Fuad

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
r staff smiling people
Amazing stay very friendly staff best service delicious breakfast friendly staff working in breakfast very clean big rooms size I would different stay there again
Stayed 4 nights in Dec 2019

10/10 Excellent

Putri

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great service
Stayed 1 night in Dec 2019

10/10 Excellent

Verified traveller

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
It was a wonderful one night stay...every thing is nice...fr the service to the accommodation to the facility. The security was very tight though... Only one thing...since it is Muslim friendly...given sejadah in the room...it will be even more convenient and nice for us Muslim to have a tap for abulation..not using the shower or going in the tub for it...thank u.
Stayed 1 night in Dec 2019

10/10 Excellent

Verified traveller

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The service was excellent. Allowed a late checkout at 4pm and even surprised me with a cake knowing it was my birthday
Stayed 2 nights in Dec 2019