Gazebo
Check availability

Reviews of Sheraton Surabaya Hotel and Towers

5 out of 5
Sheraton Surabaya Hotel and Towers
Jalan Embong Malang 25-31, Surabaya, East Java

Reviews

8.8

Excellent

Rating 10 - Excellent. 173 out of 315 reviews" "
Rating 8 - Good. 110 out of 315 reviews" "
Rating 6 - Okay. 17 out of 315 reviews" "
Rating 4 - Poor. 12 out of 315 reviews" "
Rating 2 - Terrible. 3 out of 315 reviews" "

8.8/10

Cleanliness

9.2/10

Staff & service

9.2/10

Amenities

8.4/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

10/10 Excellent

Kevin

Liked: Cleanliness, staff & service, property conditions & facilities
Quiet
Stayed 2 nights in Mar 2024
Response from Guest Service Center on 15 Mar 2024
Dear Kevin,I recognize that your time is valuable and appreciate the feedback you have provided. We can hardly wait to see you again.

6/10 Okay

Kunzang

Liked: Cleanliness
Stayed 1 night in Jan 2024
Response from Team at Sheraton Surabaya Hotel & Towers on 29 Jan 2024
Dear Kunzang,Thank you for choosing Sheraton Surabaya Hotel & Towers for your stay. Your positive feedback means a lot to us, and we hope to welcome you back for another wonderful stay soon.Safe travels,Team at Sheraton Surabaya Hotel & Towers

10/10 Excellent

SWANDAJANI, ASTORIA

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Friendly service, comfortable room
Stayed 1 night in Dec 2023
Response from Team at Sheraton Surabaya Hotel & Towers on 29 Jan 2024
Dear Swandajani,Thank you for choosing Sheraton Surabaya Hotel & Towers for your stay. We're thrilled to hear that you enjoyed your time with us. Our team works hard to provide a memorable experience, and it's always rewarding to receive positive feedback. We hope to welcome you back soon for another wonderful stay.Safe journey,Team at Sheraton Surabaya Hotel & Towers

6/10 Okay

Alvin

Business traveller
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Stayed 2 nights in Dec 2023
Response from Team at Sheraton Surabaya Hotel & Towers on 29 Jan 2024
Dear AlvinThank you so much for choosing to stay with us at Sheraton Surabaya Hotel & Towers. Your positive feedback is truly appreciated, and we hope to have the pleasure of welcoming you back soon.Safe travels,Team at Sheraton Surabaya Hotel & Towers

10/10 Excellent

Nenny, Seminyak

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
all great, love the ambience
Stayed 2 nights in Nov 2023

10/10 Excellent

John

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff were helpful
Stayed 5 nights in Oct 2023

10/10 Excellent

John

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff were very hospitable unmatched
Stayed 10 nights in Sep 2023

10/10 Excellent

Alwiya

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Best location, the hotel is close to all the attractions
Stayed 2 nights in Sep 2023

8/10 Good

Jessica

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great service provided. Friendly staff members. We received free upgrade and cake for birthday. It was a lovely surprise. The only negative feedback is the mosquitoes even though our room is on the 22nd floor!
Stayed 2 nights in Aug 2023

10/10 Excellent

Heny

Stayed 1 night in May 2023

10/10 Excellent

eep

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
This nice hotel for stay
Stayed 1 night in May 2023

2/10 Terrible

PIN HAN

Business traveller
Liked: Staff & service
Disliked: Property conditions & facilities, room comfort
the room is very smelly, condition really bad
Stayed 2 nights in Feb 2023

2/10 Terrible

Weifang

Travelled with family, Business traveller
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
Upon arrival, the front desk staff tried very hard to sell me that my booking of “premium room with two double beds”is indeed “a double room with two twin beds”. She tried very hard to convince my reservation, even after she checked my confirmation email from Expedia, was a double room, forget about “two double beds”. She spent more than five minutes to convince me 2 twin beds is a double room that was my reservation. Wasted my time a lot for me to explain what two double beds means. Can’t believe this can happen with Sheraton Hotel employees as I once was a senior management staff in Sheraton Pacific region hotels.
Stayed 2 nights in Dec 2022

10/10 Excellent

Ahmad

Stayed 2 nights in Oct 2022
Response from AS on 27 Oct 2022
Dear Mr. Ahmad,Greetings from Sheraton Surabaya Hotel and Towers. Thank you for choosing Sheraton Surabaya Hotel & Towers as your accommodation. We really appreciate your review to Sheraton Hotel Surabaya! And also kindly be informed that our newly renovated hotel rooms are in Premium Deluxe Room and Club Room (including Sheraton Club Access).Assuring you the finest and friendliest service and accommodation available in Surabaya, we are waiting for your next stay with us! Thank you. Regards, Guest Service Center.

10/10 Excellent

Indra

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Strong recommended hotel in Surabaya
The staff are nice and friendly , especially the staff from Bromo cafe . Chef Fitri , Mr. Jojok, Ms. Fitroh and Denny are giving good service, I am impressed . This is the strong reason I choose Sheraton Surabaya again for my long stay during my business trip. The location also very good , connecting with the mall.
Stayed 1 night in Sep 2022
Response from AS on 27 Oct 2022
Dear Mr. Indra,Greetings from Sheraton Surabaya Hotel and Towers. Thank you for choosing Sheraton Surabaya Hotel & Towers as your accommodation. We really appreciate your review to Sheraton Hotel Surabaya! Assuring you the finest and friendliest service and accommodation available in Surabaya, we are waiting for your next stay with us! Thank you. Regards, Guest Service Center.

10/10 Excellent

Tommy

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2021

8/10 Good

Verified traveller

Business traveller
Liked: Cleanliness, staff & service
The in-room aircon not up to standard - doesn’t not reflect as per settings. Splendid staff in all departments
Stayed 2 nights in Mar 2020

8/10 Good

Agus

Travelled with family
Stayed 1 night in Feb 2020

10/10 Excellent

Bee Huon

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

10/10 Excellent

Emmy, Portland USA

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We had stay at this hotel previously for 5 nights and we extended our stay for another 5 nights. We love this hotel. Great location and connects to the Tunjungan Plaza shopping mall. Excellent customer service, all employees are super friendly especially the Bromo Cafe. Excellent complimentary breakfast for two. Definitely will stay here again. Thank you to Cafe Bromo managers and team for excellent service. This is the Best friendliest hotel that we have ever stayed. Best breakfast!
Stayed 5 nights in Feb 2020

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location and connects to the Tunjungan Plaza shopping mall. Excellent customer service, all employees are super friendly especially the Bromo Cafe. Excellent complimentary breakfast for two. Definitely will stay here again. Thank you to Cafe Bromo managers and team for excellent service.
Stayed 5 nights in Feb 2020

4/10 Poor

Jacob

Travelled with family
Disliked: Cleanliness, property conditions & facilities, room comfort
Short stay in Surabaya Sheraton
Water pressure was non-existing for the showers, bedsheets were dirty and stained plus the welcome card was addressed to a wrong guest.
Stayed 2 nights in Feb 2020

10/10 Excellent

Yuni

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
All good
It was a great short stay
Stayed 3 nights in Jan 2020

8/10 Good

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, amenities
Even though the room is smoke free, i can still smell cigarettes residue especially in the bathroom. Room is spacious, fits a family of 4. Staff is extremely friendly and helpful.
Stayed 2 nights in Jan 2020

10/10 Excellent

SALBIAH

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Jan 2020

10/10 Excellent

Verified traveller

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

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
amenities need to be improved
Hotel location, breakfast, service was great. Need to improve room amenities (especially hairdryer - it’s mentioned “turbo” but not really turbo on it and TV was too small) Definitely will come back to this hotel
Stayed 2 nights in Dec 2019

8/10 Good

Bernard Fabio

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

10/10 Excellent

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
It was amazing
Stayed 1 night in Nov 2019

10/10 Excellent

Ariadi

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Best choice for families
Amazing City location
Stayed 1 night in Oct 2019

8/10 Good

Verified traveller

Stayed 3 nights in Oct 2019

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Indeed it is a 5 star hotel, The front desk staff, the concierge, and everyone else was outstanding. I had my room cleaned everyday by Miss Lilis who did an excellent job The location of the Sheraton Hotel is perfect, within steps from the Tunjungan Plaza Shopping center.
Stayed 17 nights in Sep 2019

8/10 Good

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, amenities
The hotel is very nice and the staff are excellent.
Stayed 1 night in Sep 2019

10/10 Excellent

Verified traveller

Stayed 2 nights in Aug 2019

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Location was fantastic and staff were helpful and courteous
Stayed 1 night in Aug 2019

8/10 Good

Verified traveller

Liked: Staff & service, room comfort
Stayed 1 night in Jul 2019

10/10 Excellent

sony

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Jul 2019

10/10 Excellent

sony

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2019

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in May 2019

10/10 Excellent

Kingpetch, Thailand

Business traveller, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel is located in great location and connecting to shopping mall. Staffs here are so nice and helpful. Happy experince here for me
Stayed 3 nights in May 2019

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in May 2019

10/10 Excellent

ANTIPAS IV

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very friendly staff 👍
Stayed 2 nights in Apr 2019

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 4 nights in Apr 2019

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Mar 2019

10/10 Excellent

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Friendly services, clean and comfortable room and very convenient with a mall just right beside.
Stayed 2 nights in Mar 2019

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, room comfort
Good service and comfortable stay
Nice and comfortable hotel with nice breakfast. Only downside is there is a loud noisy sound coming from plumbing sometime at night
Stayed 2 nights in Feb 2019

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Probably the best in Surabaya. It is convenient to shopping and restaurants.
Stayed 1 night in Jan 2019

8/10 Good

Viren

Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
Stayed 2 nights in Jan 2019

4/10 Poor

LYW, Singapore

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Close to the mall, but hotel room is old and not in good condition. Toilet smells of sewage and stains on towels and beddings. Understand hotel will undergo renovation in Feb.
Stayed 3 nights in Jan 2019

10/10 Excellent

Linda

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great location
Stayed 1 night in Jan 2019