As an Accor Platinum member for the past 3 years who has stayed in more than 50 hotels across the Accor network, I rarely submit complaints and am usually very tolerant of minor issues.
Problems such as a faulty air conditioner, weak cooling, or small operational inconveniences are things I can easily understand and overlook.
However, my experience at Ibis Surabaya City Center was far beyond what I would consider acceptable.
The restaurant area was disappointing, with many flies present and cleanliness standards that did not meet expectations.
The overall dining environment felt unhygienic and poorly maintained.
In addition, several staff members appeared inadequately trained.
Even basic matters such as payment processing were not handled smoothly, and there was a lack of knowledge regarding Accor loyalty point redemption.
When assistance was needed, I was informed that the manager was off duty, leaving no clear escalation path to resolve the issues.
Another disappointment was the very limited room service availability, which ends at 10:00 PM.
For a hotel serving business and leisure travelers, this restriction significantly impacts guest convenience.
This is not a complaint about a single mistake or isolated incident.
Rather, it reflects a broader concern regarding service quality, staff competency, and operational standards.
I genuinely believe the team needs to make significant improvements.
Experiences like this can seriously damage the reputation of both the hotel and the Accor brand if left unaddressed.
I hope this feedback is taken seriously and used as an opportunity to improve the guest experience for future visitors.
Problems such as a faulty air conditioner, weak cooling, or small operational inconveniences are things I can easily understand and overlook.
However, my experience at Ibis Surabaya City Center was far beyond what I would consider acceptable.
The restaurant area was disappointing, with many flies present and cleanliness standards that did not meet expectations.
The overall dining environment felt unhygienic and poorly maintained.
In addition, several staff members appeared inadequately trained.
Even basic matters such as payment processing were not handled smoothly, and there was a lack of knowledge regarding Accor loyalty point redemption.
When assistance was needed, I was informed that the manager was off duty, leaving no clear escalation path to resolve the issues.
Another disappointment was the very limited room service availability, which ends at 10:00 PM.
For a hotel serving business and leisure travelers, this restriction significantly impacts guest convenience.
This is not a complaint about a single mistake or isolated incident.
Rather, it reflects a broader concern regarding service quality, staff competency, and operational standards.
I genuinely believe the team needs to make significant improvements.
Experiences like this can seriously damage the reputation of both the hotel and the Accor brand if left unaddressed.
I hope this feedback is taken seriously and used as an opportunity to improve the guest experience for future visitors.