JW Marriott Hotel Surabaya

I usually write reviews when the experience is very good or very bad; and my recent stay at JW Marriott Surabaya has inspired me to write this review to commend them for their excellent service.
I was in Surabaya for a business trip. While the property itself has a somewhat dated look in terms of architecture/design, it was very well maintained, clean and extremely welcoming.
This is mainly due to the team, in fact all the different teams, who work there and provide excellent service for their guests! F&B service at the restaurant and cafe is warm and attentive. And I was delighted when me and my friends were hanging out at the pool (we were the only ones there due to the weather) when Mr Irfan Santoso's team from the health club kindly offered us complimentary drinks. It gives you a sense of the level of service the hotel provides!
Kudos to the GM for leading such an outstanding team!

This is a fabulous hotel with extraordinary service. The hotel porters and reception staff welcome you warmly at the door. Ms Karen from reception management and the General Manager were exceptionally caring from the very beginning.
The rooms are clean, tidy, and well maintained. The switchboard responds promptly, and the staff attend to any requests immediately.
The sauna and jacuzzi facilities are outstanding, operated by professional staff, including Mr Kaven. The cleanliness throughout the hotel is maintained to a very high standard.
I am not exaggerating—this is simply the reality of my experience.

I recently stayed at JW Marriott Hotel Surabaya and had an amazing experience! The hotel is simply great, with a fantastic location that makes travelling around the city very convenient. Service is nothing short of phenomenal and the staff are extremely polite and professional.
A special mention goes to Mr. Rohmad at the front desk—he was incredibly helpful during my check-in and ensured all my requirements were taken care of perfectly.
I have given 4 stars to the rooms, only because the ageing is showing in some areas. The rooms and bathroom hardware feel a bit old, though everything is fully functional and well-maintained.
Overall, this is an amazing hotel to stay at and I highly recommend it for anyone visiting Surabaya. I will definitely return!

I’ve stayed at this hotel on business trips for over the past six years. It has an excellent location, but unfortunately the service and customer experience has markedly decreased, especially in the past year.
Food: The quality of food at breakfast is now poor — both in the Pavillon and executive lounge: it has got progressively worse on each of my recent stays. The other restaurants — the Chinese and Sushi — while excellent — are never available as advertised on the Bonvoy App: the restaurant may be advertised as “open, ” but the reality is they are closed for private events.
On my last trip, one Saturday, the pool area, along with both the Pavillon and Chinese restaurants were all closed for private events over the lunch period. It’s not that a restaurant gets rented out, it’s that the hotel allows so much of its property — services guests have paid and have an expectation to use — are rented out for private events all at the same time. It leaves the business traveler having very limited options.
Rooms: The rooms have also decreased in quality: both from their cleanliness to the upkeep of the room’s. My local business clients and friends all describe the hotel as “old”, and they are correct. Some basic rooms have been renovated but the suites (executive and residential) are tired. My advice is book a basic room as it’s most likely to be update and have outlets that work.

It is an older hotel with a bit of old hotel smell, specially the hallways. But they made it up with all the other plus points:
Great location right smack in the middle of Tunjungan area. Walking distance to Tunjungan Plaza and Ayam Goreng President (important).
Service is warm and attentive.
Breakfast spread is amazing. Lots of choice and local favorites such as tahu tek, nasi goreng duk duk and lupis.
Bonus point: they actually have a hidden bar with great cocktails (try the Strawberry Negroni) and live music on the basement called Anonimo. Ask one of the staff to show you.

I checked in today at JW Marriott Surabaya as a Titanium Elite member, and I must say the service exceeded my expectations. Nita, the GRO staff, was truly outstanding. She assisted me from the pre-arrival stage all the way through the check-in process with genuine professionalism and warmth.
It’s clear that Nita is one of the best GROs I’ve ever encountered in a Marriott property. Her dedication and attention to detail made my arrival experience smooth and memorable. Truly excellent service from JW Marriott Surabaya!

Most affordable JW Marriott I ever stayed. Property is quite old but they’ve maintained well to the standard of Marriott. Room was very spacious, luxurious and clean, well kept for the age of the hotel. Breakfast spread was excellent too. The famous French toast was recommended by the staff and it was delicious too.
They have free shuttle buss to Tanjungan plaza but for me it was easy walking distance to Tanjungan Plaza and Tanjungan street.

Staycation for 1 night. As a 5-stars hotel, the service was definitely top notch. The staff was really helpful and friendly.
No deposit required during check in.
Welcome drink was served in the lobby.
The room was tidy and clean. I ordered deluxe room with king bed, city view. The view was perfect facing the crowd of Surabaya.
The only thing that needs improvement is the toilet, the floor of the right side of the toilet is a little bit higher than the drain hole. So the water was not flowing.
Facility for kids:
1. Pool with cute pool floats (the pool is 0.6m — 1m — 1.1m — 1.3 m in one area)
2. Playground near the pool (indoor and outdoor)
3. Kids club area.
Breakfast:
Well they have everything 😄
I always love their croissant.

Check in process with Mr. Nanang, great smile, warm welcome, smooth, room ready as requested. Before, Mr. Ujang with his authentic smile and greeting at the porte-cochere, escort to the reception desk.
They allocate me at room with best view (pool — city view), clean, housekeeping team created memorable art towels for my special day with delicious cake to complete the moment. All facilities are great, the amenities complete, refill daily. Along the journey at hotel meet genuine smile and helpful associates, feel always welcome like home and secure. Special thanks for Mr. Irwan, Mr. Nanang, Mr. Ujang, Mr. Irpan, Ms. Sonia and all associates for your best hospitality.

My favourite hotel when I was in Surabaya, JW Marriot. Always want to stay here when on vacation or business, the friendly staff is generally a 5-star hotel, the food is very delicious and perfect in the banquet. And the most favourite is the view of the green open area and pool. The best laah.

Always my bussiness trip choice for staying JW Mariott Surabaya.
Hotel and All staff provides excellent services.
I always had a wonderful experience at the JW Mariott Surabaya. Every staff member I encountered, from the doorman upon my arrival, security guard, Guest relation officers & Hotel managers, excecutive lounge staff to the check — in, Restautant staff, Gym staff and cleaning staff were delightful and eager to help! Thank you JW Mariott Surabaya!
Will recommend to my colleagues!

When we went on vacation to Surabaya in the atmosphere of the new year 2025. We have chosen the JW Marriot Hotel Surabaya and at breakfast we were well served by the hotel staff on behalf of: Gunawan, Chef Sigit, Suhartanto, Mbak Putri/Intan, Wachid and Fahim. Frankly, we are very satisfied with their service, they work very professionally and satisfactorily.
Likewise, when in the room, the officers who serve are also very friendly and professional.

The hotel is pretty good even though we feel it is a little bit old but it is still well-maintained. However, we found their amenities like hair dryer and water kettle are pretty old and are not well functioned. It is pretty shamed that they also still use a tooth brush with cheap quality. Breakfast was great, the staffs are always helpful. This time we were assisted by Mr. Wachid as an ambassador who was really attentive during our breakfast.
Their kids club lack of staffs, I could not really drop off my kids, since there was no staff stand by inside. Thanks to Ms. Maya who helped us quite often to accompany our kids to play outdoor while we had BF. It would be nice if you can provide a drop-off system in your kids club for big kids?

The suite room here is very exquisite, my family had wonderful time thoroughly enjoyed our stay. Very beautiful view of city from the room in the night and sun set in the morning view. Good amenities and friendly staff and impeccable services.

Extremely disappointing.! We came purely for the Christmas lunch buffet (booked as Clay) so only commenting on food. Really a very average experience. With a Western guest who specifically wanted a home Xmas like Turkey and vegetables. The turkey was tough, dry and tasteless, the vegetables cold and almost raw. Also beef Wellington was also very tough and grisly far from a 5 star experience. The seafood however was good, otherwise this would have been a 0ne star review. Never will come back for Christmas, as they didn't seem to take our concerns or complaint seriously offering 2 pieces of cake free to try and satisfy us… so so disappointing from a five star hotel.

This has been the best experience in all of my travels. Hotel staff is by far the best I have ever experienced. Friendly, helpful, and everyone provides world-class service. They have made this normal person feel like a superstar. I can't say enough good things. If I have to return to Surabaya, I will definitely come back. Uppercut and Pavillion are both excellent and worth the visit. Washid at Pavillion is the best. Front desk and Conceirge desk truly make you feel welcome and like a valued guest.
To all at JW Marriott Surabaya thank you for making me feel like royalty! You all are world-class!

Have now stayed here many times.
Very friendly and attentive staff.
Exec lounge is very well run, they remember your name and preferences after day 1, can't ask for more than that.
We also used the hotel car, perfectly driven and on time!
Rooms are clean and well-appointed.
It is an older hotel so he aware of that.
Will stay again and again.