Urbanview Hotel Syariah Graha 8 Bubutan Surabaya

Opinions about the staff are mixed: while some guests describe the employees as very friendly, welcoming, and helpful, others complain about a complete lack of hospitality and rudeness. The front desk operates 24/7. Significant issues were reported regarding problem resolution: guests complained about overbooking, with the hotel shifting responsibility onto the booking app, refusing refunds, or denying room changes despite maintenance issues. Strict adherence to check-in policies and difficulties when using the app for check-in were also noted.

Information regarding breakfast is contradictory. One guest reported that upon check-in, the staff could not confirm whether breakfast was included, citing management, but provided a meal box with rice and fried chicken the following day.

Many guests complain about the lack of basic amenities in the rooms: drinking water, soap, shampoo, and toilet paper are often missing. Towels are frequently not provided automatically and must be requested at the front desk. In some cases, with prior permission, guests may request drinking water or borrow kitchen utensils.

Reviews regarding room conditions vary, ranging from "clean and cozy" to "neglected and dirty." Complaints include worn-out furniture, poor curtains, broken closet locks, and general neglect of the walls and ceilings. Bedding and pillows in some rooms are described as old, worn out, or having a musty odor (apek). However, some guests consider the rooms spacious and even luxurious for the price.

Hygiene is a major concern at the hotel. Many guests report the presence of small cockroaches, ants, and mosquitoes in the rooms. There are also complaints about dirty floors with hair, dust, unwashed windows, and an unpleasant odor of urine in the bathrooms. However, there are also positive reviews regarding cleanliness, indicating inconsistent housekeeping standards.

Air conditioning performance is inconsistent. While some guests are satisfied that the rooms are cold, many complain that the AC fails to cool the space, making the room stuffy and hot even at the lowest temperature setting. One review mentions a leaking air conditioner dripping water in front of the door.

The hotel features an elevator for access to the second and third floors, which is convenient for guests with heavy luggage. However, several reviews note that the elevator is frequently out of order, forcing guests to take the stairs.

The hotel operates under Syariah principles. This means that couples staying together are required to present a marriage certificate upon check-in.

Attempts at early check-in resulted in negative experiences: one guest reported being asked to pay an additional fee of 75% of the room rate for a 9:00 AM check-in, only to still be made to wait until 2:00 PM. Late check-out requests also caused misunderstandings, with staff demanding payment for two extra nights as a penalty.