All reviews shown are from real guest experiences. Only travellers who have booked a stay with us can submit a review. We verify reviews according to our guidelines and publish all reviews, positive or negative.More informationOpens in a new window
Very welcoming hotel. Clean, spacious and wonderful staff. Food is good with plenty if choice for everyone. The gym is a bit dated but has enough equipment.
Calm atmosphere all around.
Richard
Stayed 1 night in Mar 2024
10/10 Excellent
Peng Eng Peter
2 Jan 2024
Refurbished rooms are great!
The refurbished rooms are very well done. Spacious and thoughtfully designed. The club lounge had creative and tasty canapes and the wine selection was very pleasant. Thanks to Mr Eric at Bumbu for his kind hospitality. I generally felt very welcomed and attended to at Shangri-La Surabaya. Thank you.
Peng Eng Peter
Stayed 2 nights in Dec 2023
Response from Shangri-La Surabaya on 29 Feb 2024
Dear Mr Peng Eng PeterThank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.Best Regards,Shangri-La Surabaya
The staff are excellent, the property is beautiful, the pool is very nice and there are 4 places to eat inside the hotel. The breakfast buffet is very nice with a wide variety of options. I would stay here again.
Thank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.Best Regards,Shangri-La Surabaya
6/10 Okay
Rohit
12 Sept 2022
Rohit
Stayed 3 nights in Sep 2022
Response from Hotel Management on 10 Feb 2023
Thank you very much for the rating and review. Looking forward to welcoming you back again soon.
전체적으로 환경은 좋았습니다.
에어컨 온도조절이 중앙집중식이어서 그런지 힘들어 취침시 추웠습니다.
Terry
Stayed 2 nights in Jun 2022
Response from Shangri-La Surabaya on 3 July 2022
Dear Valued Guest,
Thank you for your reviews and ratings, we have received your feedback and input. Please rest assured as we take a closer look into the issues you mention. We look forward to welcoming you again in the future.
Best Regards,
Shangri-La Surabaya
Response from Shangri-La Surabaya, Communications on 18 Mar 2022
Dear Heesung,
Thank you very much for the rating and review. We are glad you enjoyed your stay with us and we are looking forward to welcoming you back again here in Shangri-La Surabaya soon.
Best Regards,
Shangri-La Surabaya Communication Team.
Amazing staff! Lovely hotel, will come back for sure!
Julian
Stayed 1 night in Feb 2022
Response from Shangri-La Surabaya, Communications on 24 Feb 2022
Dear Julian,
Thank you for sharing such a lovely review with us.
I was pleased to read that you enjoyed your stay with us. We are indeed grateful for your kind compliments.
We all look forward to having you back with us before too long.
Kind Regards,
Jonathan Reynolds
General Manager
Overall we had a good experience. EDC machine for payment broken twice during two days and bathroom needs to be renovated.
Verified traveller
Stayed 1 night in Jan 2022
Response from Shangri-La Surabaya, Communications on 24 Jan 2022
Dear Valued Guest,
Thank you for taking the time to share your comments.
I was sorry that you departed with a less the perfect impression. All of our guest rooms and bathrooms have indeed been renovated.
We all hope you will try us again before too long. It would be our pleasure to have you with us again.
Best Regards,
Jonathan Reynolds
General Manager
We have stayed at this hotel regularly. It is consistent, with great staff, nicely appointed rooms, good restaurant options and a safe and clean facility. This hotel is very comfortable for long business stays.
Meghan
Stayed 17 nights in Oct 2021
Response from Shangri-La Surabaya, Communications on 9 Dec 2021
Dear Meghan,
Thank you for the perfect rating and a nice review.
We are grateful for your kind compliments and are delighted that you enjoyed your stay at our hotel.
We all look forward to having you back again with us before too long.
Best Regards,
Jonathan Reynolds
General Manager
Dear Mr. Bima,Thank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.Best Regards,Shangri-La Surabaya
The hotel was great, the only complaint was that the pool was closed.
Verified traveller
Stayed 1 night in Jun 2021
Response from Shangri-La Hotel, Surabaya on 21 June 2021
Dear Valued Guest,
First of all thank you for taking the time to review us, it is much appreciated. We would like to apologize for the inconvenience you experienced during your recent stay. Nevertheless, please rest assured as we take a closer look into the issues you mention. We look forward to welcoming you again in the future.
Best Regards,
Shangri-La Surabaya
10/10 Excellent
Verified traveller
10 May 2021
Verified traveller
Stayed 1 night in May 2021
Response from Shangri-La Hotel, Surabaya on 27 May 2021
Thank you very much for the rating. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.
Nice stay for 1 night during covid pandemic. Must walk to outdoor parking area due to covid19 pandemic. Basement parking areas are closed.
Verified traveller
Stayed 1 night in Aug 2020
Response from Shangri-La Hotel, Surabaya on 24 Aug 2020
Thank you for your reviews and ratings, we have received your feedback and input. Please rest assured as we take a closer look at the issues you mention. We look forward to welcoming you again in the future.
Quiet clean lush garden with huge land and stand alone with much privacy. Good value for money. The Horizon lounge was a pleasant exclusive experience with good choice of food and beverages for breakfast, high tea and cocktails. Personnel very courteous and welcoming attitude. Lucky at front desk of horizon lounge made our stay at the hotel most memorable by addressing the issue with our bedsheets with a generous upgrade. Will definitely stay again at the Shangrila in Surabaya and other other locations. Excellent choice.
DannyChin
Stayed 3 nights in Dec 2019
Response from Jonathan Reynolds - General Manager on 2 Jan 2020
Thank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.
10/10 Excellent
Chun Wah
21 Dec 2019
Chun Wah
Stayed 5 nights in Dec 2019
10/10 Excellent
Verified traveller
24 Nov 2019
Verified traveller
Stayed 2 nights in Nov 2019
Response from Jonathan Reynolds - General Manager on 25 Nov 2019
Thank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.
Response from Jonathan Reynolds - General Manager on 23 Sept 2019
Dear Ms. Stephanie Dewi
Thank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.
First rate hotel with excellent service, great location and amazing restaurants inside the property
Verified traveller
Stayed 5 nights in Sep 2019
Response from Jonathan Reynolds - General Manager on 19 Sept 2019
Dear Valued Guest,
Thank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.
All staffs were kind and nice. The gym and swiming pool were also good
Verified traveller
Stayed 4 nights in Jul 2019
Response from Jonathan Reynolds - General Manager on 6 Aug 2019
Dear Sir/ Madam,
Thank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.
Best Regards,
8/10 Good
Verified traveller
31 May 2019
Verified traveller
Stayed 3 nights in May 2019
Response from Jonathan Reynolds - General Manager on 19 June 2019
Thank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.
The room was very clean.The staff were very helpful and always assisting when needed help.
Khai
Stayed 3 nights in Mar 2019
Response from Jonathan Reynolds - General Manager on 26 Mar 2019
Dear Mr./ Mrs. Khai,
Thank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.
Best Regards,
8/10 Good
Verified traveller
22 Mar 2019
Liked: Cleanliness, staff & service
Check in service was super good
Towels are very old and need to be updated.
Verified traveller
Stayed 1 night in Mar 2019
Response from Jonathan Reynolds - General Manager on 26 Mar 2019
Dear Sir/ Madam,
Thank you for your reviews and ratings, we have received your feedback and input. Please rest assured as we take a closer look into the issues you mention. We look forward to welcoming you again in the future.
Best Regards,
10/10 Excellent
Verified traveller
20 Mar 2019
Verified traveller
Stayed 2 nights in Mar 2019
Response from Jonathan Reynolds - General Manager on 11 Apr 2019
Thank you very much for the rating. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.
10/10 Excellent
Verified traveller
17 Mar 2019
Verified traveller
Stayed 2 nights in Mar 2019
Response from Jonathan Reynolds - General Manager on 11 Apr 2019
Thank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.
Response from Digital Marketing Team on 1 Mar 2019
Dear Lynn, Thank you very much for the rating. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon. Kind Regards,
Response from Jonathan Reynolds - General Manager on 25 Feb 2019
Dear Mrs. Jessica,
Thank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.
I use the Shangri-La group regularly on my travels but won't be using this one again.
At 6am on the 2nd day of my stay I was woken by the extremely loud PA system of the mass exercise class organised by the hotel on it's tennis court. This continued for an hour during which time it was impossible to sleep if you were on the wrong side of the hotel.
I complained several times to no avail, when I asked about this at reception they confirmed that this class took place several times a week.
I will avoid in future.
gary
Stayed 2 nights in Jan 2019
Response from Jonathan Reynolds - General Manager on 23 Feb 2019
Dear Mr. Gary,
First of all, thank you very much for your feedback, it is very much appreciated.
At Shangri-La, we do our utmost to delight our guests with care and sincerity. Therefore, kindly allow me to extend my sincerest apologies for the inconvenience happened during your recent stay. Please rest assured, I will ensure the morning exercise program is reviewed further to ensure guest comfort is satisfied.
I trust this incident will not make you hesitate to visit us again in the future.
Kind Regards,
Hotel has been very well renovated and is back to being world class. As with all Shanghai La hotels the design of the hotel from the lobby to the guest rooms gives you a great feeling from the minute you walk in the door.
Blane
Stayed 1 night in Jan 2019
Response from Jonathan Reynolds - General Manager on 1 Feb 2019
Dear Blane,
Thank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.
Kind Regards,
6/10 Okay
Verified traveller
6 Jan 2019
Liked: Cleanliness
Old products in need of upgrades
We book horizon club room, it’s smaller and very old style compared to other shangrila we stayed in. The club lounge breakfast option is less than the main restaurant. I think products upgrades is needed.
Verified traveller
Stayed 1 night in Dec 2018
Response from Jonathan Reynolds - General Manager on 7 Jan 2019
Dear Sir/Madam,
First of all thank you for taking the time to review us, it is much appreciated. We have received your feedback and input. Please rest assured as we take a closer look into the issues you mention.
We look forward to welcoming you again in the future.
8/10 Good
Verified traveller
22 Dec 2018
Verified traveller
Stayed 1 night in Dec 2018
Response from Jonathan Reynolds - General Manager on 26 Dec 2018
Dear Sir/ Madam,
Thank you very much for the rating. Looking forward to welcoming you back again soon.
Best Regards,
This place is 5 star. From the room to the pool to the restaurants. The price, in the $60 range, is quite a steal. I can't think of any negatives.
Chris
Stayed 2 nights in Dec 2018
Response from Jonathan Reynolds - General Manager on 26 Dec 2018
Dear Chris,
Thank you very much for the rating and review. We are delighted that you enjoyed your stay here with us.
Looking forward to welcoming you back before too long.
Best Regards,
Response from Jonathan Reynolds - General Manager on 20 Nov 2018
Dear Valued Guest,
Thank you very much for the rating, it is well appreciated. I have since shared your positive feedback to the rest of the team who were delighted too.
We hope to see you again before too long.
Best Regards,
8/10 Good
Ricardo
31 Oct 2018
Liked: Cleanliness, staff & service
Ricardo
Stayed 1 night in Oct 2018
Response from Jonathan Reynolds - General Manager on 9 Nov 2018
Thank you very much for the rating and review. Looking forward to welcoming you back again soon!
8/10 Good
Verified traveller
29 Oct 2018
Verified traveller
Stayed 2 nights in Oct 2018
Response from Jonathan Reynolds - General Manager on 9 Nov 2018
Thank you very much for the rating and review. Looking forward to welcoming you back again soon!
Swimming pool closed at 8:00PM which is too early!
Price is still too high.
Jie
Stayed 4 nights in Oct 2018
Response from Jonathan Reynolds - General Manager on 23 Oct 2018
Dear Mr./Mrs. Jie,
Thank you for your reviews and ratings, we have received your feedback in regards to the pool opening hour. Please rest assured as we will re-evaluate further.
We look forward to welcoming you again in the future.
Best Regards,