meremale

Stayed at the Sheraton Surabaya recently.
As a SPG Platinum, was upgraded to a 1-bedroom suite.
Be aware : there's no point in booking a club rate, as the only benefit is access to club lounge + 3 pcs free pressing. No laundry allowance.
Also, No MAGC.

Starwood Lurker

With regard to this, can I ask if you inquired about it at check-in? TIA

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

amandadianova

Dear Meremale

Thank you for choosing our hotel as your accommodation in Surabaya. We do apologize for the inconvenience that caused during your stay. Kindly be informed that we already participated in MAGC program since September 2015. May we know what can we do to make your stay in our property a memorable ones? You can send through our email: < >
Warm regards
< >
Marketing Communication Manager

FLYGVA

I am considering to stay there for three days in mid August arriving late from Hong Kong and leaving to Hong Kong three nights later (so two full days there)

Arriving at 19:20 on CX and would like to hear on travel time to hotel from the airport and back with a departure of 08:40 (flying CX); most likely using Bluebird Group.

As a SPG Platinum, I should receive at least club access, but since I am sometimes prefer a leisurly full breakfast buffet as a start in the day, would book a rate with breakfast / pay for it if this is worth the money (and not a choice as Platinum for both days, will most likely miss it on the third day).

Anything must see close to the hotel (know this is the wrong forum for questions about sightseeing )

GB

It's approx. 45 minutes driving time to the hotel with moderate traffic. The lounge breakfast is OK-I have not had breakfast in the restaurant, although for dinner, the restaurant is just so-so. Surabaya is really an industrial city. I've never done any sightseeing there.

lingua101

Anyone stays at this hotel recently as Platinum. I am considering this hotel or JW.

barracuda93

I will be at JW in beginning of Feb.

Thought to stay a night at Sheraton as well, just to compare, wrote to them if they care to allow Platinum benefits in a little advance (I complete Platinum challenge literally next day after I could stay with them), they didn't. Well, while they are in a full right here, that's how you lose a customer, LOL. My foot won't step in their property, given that attitude.

lingua101

what do you mean by "given that attitude"?

I do not think the hotel can see that you have a status challenge. What they can see you are not Platinum (Gold or even no status?)They are just following the rule.

barracuda93

Gold at the moment. Well, I don't think it's too hard to verify from their side (though I am unaware of how [un]connected are SPG and Marriott systems at present stage), and they could have asked me for some proofs (which would be easy to provide).

Anyway, as I said, hotel is absolutely within rules, sure. At the same time, they lost me as a client. At least as long as there is a JW for the nearly same price nearby.

Keyser

i agree....

cln

Horrible experience at this hotel.... The hotel smells very bad. Tried three different rooms , last suite was the best at least no strong smell in bedroom. Had a cheesecake right after check-in at club lounge and found a piece of plastic inside... They apologized with an apple, an orange and three strawberries... Laughable.
The pool looks so dirty and unusable. It is 1.2m deep and u cant see the ground. Breakfast is weak as well.... Took a look at the 4p next door and water is crystal clear...

I knew it is an old property and after having stayed at sheraton lombok and sheraton mustika yogyakarta i hadnt set expectations high but this is just horrible. If wife wasnt sick i would have left right away...

This hotel is now a category 3 hotel...
the staff tries hard to please so it is basically the hardware....

Bad year with Marriott/spg for me... Marriott bkk marquis for new years: non functioning ac 26degrees in room& gave away my confirmed meeting room. After that 4p Bandung woke up at 6 am because curtains were broken.

barracuda93

Thanks, won't regret then, that booked 4P instead (not because of negligible price difference with Sheraton, but because of Sheraton's reply to my request). 4P looks newer.

Besides, how was Sheraton Lombok? Might be in Lombok for few days, likely stay elsewhere (can't justify the new price of Sheraton there), but still curious.

cln

4P Surabaya is same owner.. 3 minute walk between the hotels. The pool looks great the rooms are fine as well... We got upgraded tk a huge suite at Sheraton but j really wanted to take a dip in the pool at times... I will post some pictures later..
The pool is so very shallow that it doenst look safe for me... I wouldn't have complained about an egg shell or hair in the food but a piece of plastic or paint ( i made pictures right after it happened and handed it to the lounge attendant ) is a serious danger...

edit: 2nd morning now: the breakfast isnt super bad but definitively worse than 4P Bandung...
My complaints about the pool helped maybe. It looks better today.


There is a thread for Sheraton Senggigi Lombok.. We were there a couple of years ago... I also noticed the price and category went up steep within the past years...

cln

To be fair: the hotel did respond very well to the issues. Pool was very clean in the past daystaf

Pool first evening


Pool 2 days after complaint

The pool is pretty nice. Gym is up 2 date as well. Hey have 3 onsen pools but the area is a bit worn of course...

I didnt mention breakfast quality to staff but maybe a lurker had contacted the hotel ?
suddenly there were fresh vegetables and and additional items. E.g. first morning the tomatoes were not fresh. They had been cut at least a day before....today fresh tomatoes, fresh cucumber.

The staff in all areas performed excellent and service quality was way better than at malaysian hotels for example.
i even gave away 2 thank u cards...

Because of the problem with the cheesecake i never visited the lounge again or ordered room service/restaurant ..

I asked for only 1k points compensation because i valued the hotels efforts to improve the situation and felt bad for the staff.. which i was granted.


Next time I'd still go for 4p i think ( if we ever return to this city )

lingua101

I did not manage to stay there when I was in Lombok as the hotel was fully book with the event but managed to pay a visit. It is a resort type with beach front and centrally located.

I will definitely will stay there if I go to Lombok again.