Novotel Samator Surabaya Timur

Let me start with the positives: breakfast was good, service at the restaurant was fine, and the room was spacious and clean despite some temperature control issues. The outdoor playground on Level 5 appears new and kept our kids entertained. However, the indoor playroom on the same floor has a mouldy smell that needs immediate attention.
Now for the serious issues.
The front desk staff member named Andrew was frustrating to deal with. I had to repeat my name three times, then my wife's name multiple times, just so he could assist with elevator access. Instead of writing things down, he kept asking unnecessary repetitive questions.
The next day was worse. My wife requested a second room key because we left ours inside—we were only issued one key at check-in. The front desk was not only unhelpful but actively reluctant to provide it. We had to argue and justify why we needed a key to our own room. At checkout, they made a point of reminding us to return both keys. Over two key cards.
This level of pettiness and poor service makes me question whether this is truly a 4-star hotel or a 2-star one. I'm not asking for special treatment—I'm asking for basic hospitality.
I hope Accor management takes this feedback seriously because this experience does not reflect the standards the brand claims to uphold.

My stay at Novotel Samator Surabaya Timur was truly pleasant and exceeded expectations. The check-in process was smooth and efficient, enhanced by the exceptionally warm and courteous service provided by Andrew, which created a welcoming first impression. The room was impeccably clean, comfortable, and thoughtfully arranged, offering a calm atmosphere that ensured a restful stay.
The hotel facilities—including the restaurant, lobby, and swimming pool—were well maintained and presented a modern yet inviting ambiance. Breakfast offered a wide selection of quality dishes, and the service team demonstrated excellent attentiveness throughout.
Overall, Novotel Samator delivers outstanding comfort, professional hospitality, and exceptional value. It is highly recommended for both business and leisure travelers seeking a refined and reliable hotel experience.

Rating: 4/10
Unfortunately, our experience at this hotel was below expectations. The hospitality was lacking, especially from the female receptionist, who was noticeably unfriendly and unhelpful.
On our first night, we ordered dinner through room service, but one of the dishes we ordered was completely missed and never delivered. The following evening, we tried again, but were told it would take 45 minutes to prepare a simple spaghetti dish due to a “busy restaurant, ” and were even advised to cancel the order.
When I decided to go down to the restaurant myself, I found fewer than ten guests dining there — and my meal was served quickly. This clearly shows inconsistency in their service.
If the restaurant or hotel management is not committed to providing proper in-room dining service, it would be better not to offer it at all.

Room was great and spacious, got upgraded to executive. Bar lounge is super, and the executive lounge is very spacious.
Gym facility look good but havent got the chance to use it.
Definitely will come back here when im in surabaya.

We had an excellent four-day stay at Novotel Surabaya. The hotel exceeded our expectations in every way—comfortable, spacious rooms, friendly and attentive staff, and beautiful surroundings. The garden and pool areas were especially relaxing, offering a peaceful escape right in the heart of the city. Breakfast each morning was delicious with a wide variety of local and international options. The hotel’s location made it easy to explore Surabaya’s attractions while still enjoying a quiet and restful environment. Overall, we couldn’t have asked for a better experience. Highly recommended for both families and business travelers visiting Surabaya.

Novotel is a popular hotel choice for both business and leisure travelers, offering a consistent blend of comfort, style, and convenience. Guests often praise the hotel for its clean and modern rooms, comfortable beds, and well-maintained facilities. The service is generally described as professional and courteous, with staff members who are attentive and helpful. Many locations feature amenities like restaurants, fitness centers, and swimming pools, adding to the overall experience. Novotel’s central locations—often near airports, business hubs, or tourist attractions—make it a practical option for various types of stays. While some guests feel that certain locations could benefit from updates, the overall experience is reliable and pleasant.

My recent stay at Novotel Samator Surabaya Timur was a fantastic experience—exactly what you’d expect from an upscale international hotel with a local touch. Whether you’re traveling for business or leisure, this hotel delivers top-notch comfort, service, and convenience.
The room was spacious, clean, and very well-maintained. The bed was exceptionally comfortable, and I appreciated the modern design, complete with a good working desk, large TV, and a luxurious bathroom with a rain shower. Everything felt fresh and thoughtfully arranged.
The service throughout my stay was outstanding. From the front desk to housekeeping and the restaurant staff, everyone was polite, efficient, and always ready to help with a smile.
Breakfast was generous with a wide variety of local and international dishes. The quality was consistently high, and the atmosphere in the dining area was relaxing and clean. Their freshly brewed coffee and local delicacies were a great way to start the day.
Facilities were also a highlight—the gym is well-equipped, the pool is clean and inviting, and the spa offers a great range of treatments. The hotel also offers excellent meeting rooms for business events.
Located in East Surabaya, it’s perfect for those needing access to the industrial area or wanting a quieter alternative to the city center. It’s still within easy reach of malls, restaurants, and key landmarks.

It was a good stay, but unfortunately during mystay there is a group of Moge maybe having their event there, so at night around 8:30-9:00 or even later there were a loud noise of moge, then it happened again in the morning at 7AM (or even earlier). So when receiving an event it better be controlled or noted to the guest that are staying. You can put an easy card in the room to inform the activity and it is considered very well gesture.

We had a nice stay. The room is clean and comfortable. A special thanks to Suci from the reception who has given us a free early check in and free room upgrade. She is very nice and have a smiley face.

Stay here during long weekend. The reception give us warm greeting, nice location. Enjoy our stay here.
Nice location since it's quite strategic. Tucked away from the city's hustle and bustle.
Nice touch of traditional welcome snacks.
Overall very good!

I am very pleased with the experience of staying in this hotel. Novotel Samator East Surabaya The strategic location & near at Juanda Airport, the professional staff Good Service For Mr Rahman, and the cleanliness made me feel very comfortable. My family is very happy, the restaurant has delicious food. Overall Good.

Rizka is so nice, very helpful help me a lot. I don’t have cash and I don’t know how to use a ATM machine. He helped me to find one and taught me how to use it. He always smile and is helpful. The room is clean and comfortable, breakfast is very good. Amazing hotel.

Novotel samator have a good service and ambience. The room was clean. Have a good facility too such ad swimming pool dan gym was nice too.
Good hotel with good deal rate. Will comeback again when in surabaya. Good experience here. Thankyou novotel.

Very friendly and welcoming staff, Rizka, who efficiently assist me in my requests. Thanks so much for making my stay at Novotel Samator Surabaya a good one! Will recommend this hotel place to friends & family. However do note that during this period, the hotel is upgrading their facilities so just FYI on this.

Very good！1808，**Review of Novotel Samator Surabaya Timur**
Novotel Samator Surabaya Timur is a well-rated 4-star hotel, ideal for both business and leisure travelers. It features 261 spacious and modern rooms with high-speed Wi-Fi, minibars, and floor-to-ceiling windows—some offering city or river views. Key amenities include two outdoor pools (with a kids' pool), a fitness center, spa services, and multiple dining options serving international and Chinese cuisine, making it popular among Chinese guests.
Located in East Surabaya, the hotel is about 30 minutes from Juanda International Airport. While not in the city center, it offers easy access to supermarkets and transportation. Guests frequently praise its cleanliness (rated 8.8/10) and friendly staff (e. G. Assisting with currency exchange or early check-in). The hotel also provides meeting facilities and a kids' club, catering to families and business travelers.
Minor drawbacks include extra charges for some services (like the spa) and its slightly remote location, requiring taxis to reach major commercial areas. Overall, it’s a great value-for-money hotel with comprehensive facilities, perfect for those seeking comfort and convenience.

The hotel is very clean and spacious. The service staff are very enthusiastic. I really like it here and will come again next time. The front desk will also give us directions. The entire hotel is spotlessly clean and has a pleasant smell. I highly recommend this place.

Good place to stay. Clean👍🏻 staff is also nice. Mas rahman helped us through the stay. Breakfast is okay.
We had a pleasant stay at this place. The rooms were clean and well-maintained, which made our stay comfortable. The staff were friendly and accommodating throughout, and a special thanks to Mas Rahman for his helpful assistance during our time there—he really went the extra mile to ensure everything went smoothly. The breakfast was decent, with enough variety to start the day off right. Overall, it’s a good choice if you're looking for a clean, welcoming place to stay.