Sheraton Surabaya Hotel & Towers

Very nice hotel. The staff is also great and very accommodating on what we need.
There are fish ponds near the swimming pool, where you can feed the koi fish there. Fun for the kids (maybe adult as well) 😁

I stayed at Sheraton Surabaya for a short trip, and it turned out to be a really pleasant experience. The room was clean and comfortable, and everything around the hotel felt well looked after.
One thing that stood out the most was the atmosphere at the Club Lounge. Wisnu, Ibnu, and Rio were consistently friendly and attentive throughout my stay. They remembered small details, checked in on guests without being intrusive, and created a relaxed environment that made me enjoy spending time there.
It’s the kind of service that leaves a good impression long after the trip ends. I’d be happy to stay here again when I’m in Surabaya.

Its fabulous hotel especially friendly staff team, great hospitality and everything was excellence.
Special thanks to bu risna (staff at kafe bromo), she was making extra effort when I ask her to help me with menstrual pad coz its still early morning and the store havent opened yet. She was asking the others staff or dept who had it and personally looking for me around the cafe and gave it to me.
Your help made my day beautiful.
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Great to have you guys.
Wish you all keep the same excellency service always.
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Personally, I love the food here, it was sooo good.

The Sheraton Surabaya offers a solid, mostly comfortable stay with significant strengths, but a few notable shortcomings prevent it from fully living up to the brand's usual standards.
Pro:
· Exceptional Staff: The hotel's greatest asset is its team. From check-in to housekeeping, the staff are uniformly friendly, attentive, and genuinely helpful, creating a welcoming atmosphere.
· Sumptuous Breakfast: The breakfast spread is excellent—both in quality and variety. It's a culinary highlight that caters well to both local and international tastes, ensuring a great start to the day.
Cons:
-Unacceptable Towel Quality: This was the most disappointing aspect. The towels provided were greyish, worn, and simply unacceptable for a Sheraton. While the front desk promptly replaced them upon request, the issue recurred the next day, indicating a systemic problem with linen stock or laundry standards. This needs immediate and decisive correction.
· Unstable TV Connection: The unstable TV connectivity was a frustrating glitch in an otherwise modern room, detracting from the in-room leisure experience.

Always happy and feel welcomed when going to Surabaya.
Special mention to the team in Lounge, Pak Wisnu, Mbak Cindy, and others that I have great time during dinner and breakfast. Pak Wisnu could remember that I already several times visited here, which I found is a very nice gesture. As well as team in concierge Mbak Seroni for supports.
I hope to coming back back at the soonest.

All staffs at Sheraton Surabaya, are very friendly, polite, and welcoming to visitors. Alfred, Cindy, Ibnu, Wishnu, at club lounge, went above and beyond to ensure the guests fully enjoyed the breakfast and evening cocktail. Same experience applies at cafe Bromo breakfast, Edo, Dwi, Wanda and all staffs, are very helpful. They ensure customers special requests are fulfilled. Excellent customer service!

Stayed here for 3 days and 2 nights, and honestly, everything was amazing! The service and hospitality were top-notch. Big shoutout to Mr. Wisnu from the Club Lounge for being super helpful, and to Chef Agung from Kafe Bromo (the onde-onde was absolutely phenomenal! ) Would totally recommend this hotel to family and friends. Can’t wait to come back!

The service quality and inter staff’s communication & coordination are super disappointing, disrespectful, disgusting and insulting my common sense & intelligence. They made mistake after mistakes after mistakes. They keep apologizing (for too much) and keep giving some gimmicks like free complimentary lounge, free breakfast, move to higher room type just to compensate many unpleasant experiences with basic room necessity. You cannot trade forgiveness with gimmicks! This is literally the worst Marriott Bonvoy property I’ve ever stayed. And the irony is: this is Sheraton. Even Marriott’s lower class wasn’t this disappointing and disrespectful. I won’t tell the detail here but they even EXTREMELY BREACHED MY PRIVACY (even after I told the duty manager to do the maintenance the next day because I need to rest). And you know what? The GM or whatever they call the highest hotel leadership rank, don’t say a thing. What I was experiencing was clearly outranked duty managers’ grade. Crazy!

The staff here are genuinely incredible. They will go out of their way for you as much as they can. I have never met kinder staff at a hotel, but sheraton surabaya is known for their hospitality and kindness.
Especially the valet team I remember name is Toni, Chanif, Ari p. —they were efficient and friendly. I appreciated how smoothly everything went; I checked in, and we headed to tunjungan plaza mall for lunch, only to find our bags waiting in the room when we returned. This was our second visit, and I’m sure I’ll return again soon.
Thanks sheraton surabaya.

Room — really comfortable big rooms with all luxury amenities. One can enjoy watching movies on a big TV screen.
Food — no one can resist. They buffet is really good. You cant deny to several options. Breakfast is superb.
Team — entering until you leave they try to give you all the comfort.

We recently enjoyed a wonderful family staycation at Sheraton Surabaya Hotel & Towers, and we couldn’t be more pleased with the experience. From the moment we stepped into the Sheraton Club Lounge, we felt right at home—welcomed with genuine warmth and attentive service that lasted throughout our stay.
One of the biggest highlights is the hotel’s convenient location right above Tunjungan Plaza, one of Surabaya’s most prominent shopping malls. It made everything so easy for us—shopping, dining, and even quick snack runs were just an elevator ride away. Whether we wanted to explore or simply relax, the location was perfect for our family.
The service at Sheraton Surabaya is truly exceptional. Special thanks to:
• Chef Fitri and Chef Alfred for preparing incredible meals—every dish was full of flavor, beautifully presented, and left us wanting more. The variety and quality of the food were outstanding.
• Calista, our server, who was warm, thoughtful, and made sure our dining experience was always pleasant and personalized.
• Cindi, the receptionist at the Club Lounge, who welcomed us each time with a friendly smile and made sure we were well taken care of—she truly made us feel like valued guests.
The rooms were spacious, clean, and comfortable, and the overall ambiance of the hotel made it feel like a second home. Our family loved every moment and felt completely relaxed and cared for during our stay.
We’re already looking forward to our next visit.

Sheraton surabaya has absolutely met the marriot bonvoy hospitality standard. A warm welcome, amazing friendliness and all. The breakfast, high tea and cocktails time at the sheraton club lounge was enjoyable and warm. Feels just like home. And shut out to mba Cindy who made our stay even more flawless with her warm hospitality and accomodating attitude. Room is spacious. I think the renivated and upgraded the interior which is a great thing. We got a titanium upgrade to junior suite which is lovely.
Will def be back!

We were especially touched by the surprise birthday celebration arranged by Putri and Herdika from the front desk. Their thoughtfulness, warm smiles, and attention to the smallest details made the moment incredibly special for our family. It was more than just a surprise. It was heartfelt, beautifully executed, and full of joy. It created memories we’ll never forget.
A special thank you also goes to Alfan and the concierge team, who were consistently responsive, thoughtful, and efficient. Whether it was helping with our needs, handling our personal belongings with care, or ensuring everything stayed fresh and secure, it was all done with professionalism and warmth. That kind of attentiveness made us feel completely at ease throughout our stay.
Sheraton Surabaya is more than just a hotel, it’s an experience crafted with heart. The people here don’t just provide excellent service; they genuinely make you feel at home. Every moment was filled with kindness, comfort, and class.
We wholeheartedly recommend Sheraton Surabaya to anyone looking for a meaningful, luxurious, and emotionally rich stay. Can’t wait to come back!

Yes, I feel I'm really home and alamakkkkk, @putri you give me suprises inside the room that hardly to forget. Though it was a simple greeting, but very meaningful for me and thanks to the one who drew that too. @janice, thanks for your welcome smile. @Chef fitri, edo, wahid, mahda, pak jejek at kafe bromo, you are great team. Thx for the jamu and congee that I request everyday since my body was not really well. @chef fitri, you coordinate your team very well @fanis, wisnu, tasya, joko, cindy, joshua and many more, you meet my need.
And finally many thanks to @sheraton, you make me a memorable stay.

Stay for 2 nights, got corner room. I think bigger than others deluxe room. Clasic interior, big tv, clean and homey. There is a little think at the ceiling they have to maintenance. The bathroom big with bathtub. Check in time was quick and the staff are helpfull. The pool big but need some maintenance. It’s look old. The breakfast buffet not looks like 5 stars hotel. Have to level up the food and quality. Location just step away from Tunjungan Mall, they have access door stright to the mall. Will stay again next time…

Hotel with some restaurants, coffee shops around the internal roundabout. Good service.
Just a recommendation, breakfast is ok for someone not eating to much like me, but for someone eat more it will need to have more dishes (only some traditional foods as you can have all other hotels)

Great hotel, great location. The breakfast was excellent, bed super comfortable. The highlight of the stay though was the STAFF. I stay at a lot of hotels for work but the staff here really stood out. Amazing job. I also never write reviews so that’s saying something. A particular shout out to CINDY from the executive club room & JOJOK from the restaurant during breakfast. Awesome job guys.