PALM PARK Hotel Surabaya

The hotel has parking facilities integrated with Kaza Mall's parking garage. However, many guests are dissatisfied with the setup: reaching the lobby requires going up to the upper levels (up to level P3), and the path to the parking area can be confusing and dimly lit. Some visitors mentioned having to ask security guards for directions multiple times. Guests are advised to get their parking ticket validated at the front desk for complimentary parking.

Opinions regarding the staff are mixed. Many guests describe the employees as friendly, helpful, and professional, particularly highlighting staff member Regina for her outstanding service and assistance. On the other hand, there are notable complaints regarding the unprofessionalism of some front desk staff: guests have experienced unilateral booking cancellations, misleading information regarding room availability, and a lack of luggage assistance. Some visitors also noted that the body language and communication style of the lounge staff did not meet quality service standards.

A deposit of 50,000 may be required upon check-in, which is fully refundable to the guest upon checkout.

Breakfast is served at Kemiri Restaurant, offering a selection of Indonesian dishes. Some guests find the breakfast tasty and sufficiently varied. However, there are also negative reviews: some visitors consider the food selection too limited (only rice, porridge, noodles, and fish) and report that the quality of items like fruits and vegetables lacked freshness. There were also mentions of insects spotted on the buffet tables.

Rooms are provided with complimentary drinking water as well as coffee- and tea-making facilities (coffee, sugar, tea), which guests appreciate as a welcome convenience.

Guests describe the rooms as reasonably spacious, clean, and comfortable, with functioning air conditioning. Many feel that the interior looks modern and aesthetically pleasing for an affordable price. However, there are complaints about worn-out linens, particularly towels and bed sheets, which in some cases require replacement due to visible wear.

This is one of the most problematic aspects of the hotel. Despite general positive feedback regarding the cleanliness of the lobby and the children's play area, numerous guests report the presence of small cockroaches in the rooms, bathrooms, and even on food tables in the restaurant. Some visitors described the situation as a "horror," noting that insects were seen crawling inside drinking glasses. There were also complaints regarding dirty public restrooms during large events.

In most cases, guests are satisfied with the air conditioning, noting that the rooms are cool and comfortable. However, an isolated review mentioned that the air conditioner in room 316 was blowing too cold, causing discomfort during the night.

Rooms are equipped with a standard set of toiletries: a toothbrush, toothpaste, shampoo, soap, and a shower cap. Additionally, the rooms feature a mini-fridge and a safe for valuables.

The hotel has elevators; however, some guests noted that the hallways leading to them are quite long. In addition, one visitor pointed out the need for proper maintenance to ensure the elevators operate reliably.

The hotel is considered well-suited for family stays. There is a small children's play area in the lobby, and Deluxe rooms are regarded as suitable for families due to their capacity and multiple beds.

The hotel offers billiards and soft tennis. The building also features spacious, pillarless ballrooms suitable for hosting weddings, workshops, and conferences, equipped with well-functioning air conditioning and sound systems.

Guests mention receiving complimentary welcome drinks upon check-in. There was also a recorded instance where the staff arranged a birthday cake surprise for a guest, even without a prior request.