We came at midnight for check in, after a long trip from Bandung, we were indeed tired, we booked two rooms and the check in process was really slow. We asked whether we could have a late check out for 2pm, the front desk staff answered that there would additional charge for that. He didn't look at my eyes while answering, instead he kept typing on the computer, not a nice gesture. We asked whether he could discuss it with the manager the next morning, arrogantly he answered, even though I talked to the manager, the answer will be the same 12 noon check out time. We bargain whether we could have a late check out at 13.00, he still insisted that it will be charged for additional. No sense of empathy at all... We went to the room, and we found out that all the wall near the window was really bad and moldy, that were in those two rooms. One the soap dispenser button was loosen, wifi connection was very slow and sometimes off. Nothing special on the breakfast. We saw many guests went in and out without wearing masker, and no staff or security officer were care to warn those guests! Better choose other hotel for next Surabaya visit!
Excellent
151 Reviews