Mercure Surabaya Manyar

Title: Great Expectations, Deep Disappointment — Mercure Surabaya Manyar I stayed at Mercure Surabaya Manyar for 3 nights and 4 days, expecting a comfortable stay. Unfortunately, it turned out to be a big disappointment. From the first day, the air conditioner was weak, the refrigerator was old and not working properly, and the shower water pressure was extremely low. I complained to the front desk, and a staff member actually came to check the air conditioner and shower, but in the end they just said, “all rooms are like that.” The fridge only started working after I unplugged it for 30 minutes and plugged it back in. The parking area was too small, and there was only one parking attendant, which is a far cry from the Swiss-Belinn Manyar valet system. Staff didn’t guide cars from the street properly, and the parking area had a strong sewage smell. People were sitting near the security office, creating an unpleasant atmosphere. Towels were old and gray instead of white. The most unacceptable part was the durian fine incident. On Friday morning, my girlfriend and I ate durian and threw only two durian seeds into the cleaning lady’s trash cart. We didn’t eat it inside the room, and there was no smell. Later that day, the front desk suddenly told me to pay 1,000,000 IDR (around 100,000 KRW) as a fine for “bringing durian.” When I asked how they knew, they said “it was found in the trash.” I was shocked — it seemed that the cleaning lady had reported it. It makes no sense to fine a guest simply for throwing away two seeds. There was no smell in the room and no cleaning cost involved. If the hotel keeps treating guests this way, it is only destroying its own reputation. Please think carefully about how you handle your customers. After this experience, I will never stay at Mercure again. And it’s not about the money I paid as a fine — it’s about the attitude toward guests. I just want to ask: Was it really necessary to treat your guest like that?

All the facilities are clean and quite good in quality. Only 1 shortcomings: the door can't shield the the room from sound in the corridors totally, I can clearly heard the knockings and bell ringing from other rooms at night. But in general, it's still a quite decent hotel to stay.

The towels need to be changed

The overall service is excellent. The in-room-dining food is of high quality. The facilities are a bit limited.

I didnt have enough drinking water in my room. I prefer refillable drinking water.

Good and nice view..