Sans Hotel Kupang Indah Surabaya

On-site parking is available; however, guests describe it as narrow. One review mentions an issue with the arrangement of motorcycles, where a guest had to manually move other blocked vehicles due to a lack of assistance from the staff.

Reviews regarding the staff are highly contradictory. Some guests describe the employees as very friendly and helpful, while others complain of rudeness, arrogance, and "jutek" (unfriendliness) from the reception staff. There have been instances where staff conflicted with guests over booking system errors (via Agoda), claiming there were no vacancies or suggesting relocation to lower-quality hotels. There is also a mention of an incident where a night employee ignored a guest while playing a mobile game.

Bottles of mineral water are provided in the rooms, along with a full set of toiletries: toothbrushes, toothpaste, soap, and shampoo. Towels are also provided to guests, although some complained of an unpleasant smell (musty or fishy).

The free Wi-Fi in the hotel is stable and functions in all rooms. Televisions and air conditioners are generally in working order, although in some rooms, guests complained that the air conditioner did not cool properly or was leaking.

The soundproofing in the hotel is rated as poor. Guests complain that conversations from neighbors on the same floor are audible in the rooms, and external noise from the street also penetrates inside.

The condition of the rooms is a subject of many complaints. Many guests complain about dirty bed linens with yellow stains, which the staff refused to change. The furniture and finishes in some rooms are worn: the walls are dirty, and the rooms themselves (especially on the upper floors) are very small and stuffy. At the same time, some guests found the rooms to be clean and tidy for the price.

The quality of cleaning is inconsistent. Some guests found their rooms clean and fragrant, while others complained of dust, cobwebs, and dirty sheets. There was a noted instance where a "do not disturb/please clean room" sign was ignored and cleaning was not performed. A hygiene violation was also recorded: used linens and towels were placed directly on the hallway floor during cleaning.

There are serious problems with plumbing and finishes in the bathrooms. Guests report leaking sinks, a lack of partitions in the shower area—causing water to flood the entire floor—and incorrect tile sloping, which leads to the formation of puddles. There are also mentions of cases where hot water did not work or had an unpleasant smell.

The hotel does not have an elevator; access to the upper floors is only via stairs. This causes significant discomfort for guests with heavy luggage, elderly people, and families with children, as climbing to the 4th floor is described as very tiring.