Mercure Surabaya Grand Mirama — Hotel in Surabaya

Hello, I would like to provide an honest review of this hotel. I stayed at this hotel from Friday, October 17, to Monday, October 20, and checked out at 9:00 AM on October 21. I stayed on the 10th floor of the hotel. It is said that this hotel is a 4-star hotel, so the highest rating after 5 stars, but yeah, I was pissed off.

The services from the staff, I noticed at Mercure Grand Mirama Darmo, that a lot of their staff are young and look new. PLEASE TRAIN YOUR STAFF AGAIN. Please train your staff to do good. Look at this,

a. I still remember when my grandma and I wanted to enter the hotel lobby, a young staff member (a man) saw us, but instead of opening the door for my grandma and me, he just went away, ignoring us, so unprofessional.

b. The staff, tell them to smile and be more engaging with the guests, we are guests, not their enemy. I met several staff at the hotel, but they don't even smile at me and don't say things like "selamat siang mbak," or "selamat pagi," or whatever. They just said nothing when they saw me; they didn't seem to want to be nice, didn't want to engage, so fine, I'm just gonna stay quiet then.

c. I still remember at a lift, I was going to my room on the 10th floor, and I was with a hijabi lady beside me. This hijabi lady wanted to go to the 6th floor, but her card didn't work (since in Mercure Darmo you must use your bedroom card to use the lift), a male staff member with a faint mustache was with us too at the lift, and this staff member wanted to go to the 10th floor too, like me. But instead of making an effort to help this poor lady beside me, when the lady asked for his help, he was like "Saya kurang tau mbak, saya juga mau ke lantai 10 soalnya". Another unprofessionalism.

d. The Ebisu restaurant, the bellboy, and the Trimurti restaurant staff are friendly. They are nice, but the others? MEH for me.

Food and staff, again. I ordered fish and chips from my room on Saturday, October 18. Some pieces of the fish were still raw, with pink meat, not even cooked. And yup, I didn't eat it until clean on the plate. Also, the staff from Trimurti restaurant said that the fish and chips don't have the French fries, but in fact, it did have the French Fries, a misinformation by the way. Also, on Monday, October 20, I ordered chicken katsu with rice from Ebisu resto, but again, the staff didn't tell me that the rice was poured with sauce; she didn't tell me, so I was surprised, because I actually thought the rice would be plain (without any sauce poured upon it). Tell your staff to give valid information to the guest. Train them.

Positive things about this hotel? Good bed, good cleanliness from housekeeping, and the in-room service is fast, unique and well-designed for the bedroom. Also, the bellboy + ebisu + trimurti staff are friendly, polite, nice, engaging with guests, but not with the others, especially the new staff...

Staff: 5/5. Always attentive and polite. Highly hospitable

Room: 1/5 air conditioning was poor. Technician came twice, i felt like i was being a problematic customer. Despite them saying the air conditioning is at its normal function, it needed to be 4-5 Celsius lower to make it comfortable. Unfortunate this was never sorted out and the 2 nights stay was not pleasant. Cleanliness ok but there were mold in the toilet blinds. Interior design of the room made it awkward to reach the light switches/ plug point.

Location: 3/5. Away from main city. Some nice cafe within walkable distance. In hindsight i would hv picked somewhere on tunjungan street.

Facilities: 1/5. Picked the hotel as the pool looked nice. But on saturday it was opened to the public for swimming classes. Not part of the pool.. ALL of it. Personal 1-1 swimming classes, at one point i counted 25 sets of student and instructor, inc 25 sets of parents. Which rendered the pool unusable. Staff told me that i should hv stayed during weekdays.. not the best thing to say to an annoyed customer. Sunday, the pool was closed for a wedding. Cant help feeling shortchanged as a hotel patron.

Breakfast: 3/5 decent spread. Flavour wise okay. Some items took a while to be refilled. Cramped on our last day as part of the area was cordoned off for a wedding. Perhaps breakfast on that day could hv been moved elsewhere since the wedding seems to be the priority(there are other restaurants in the hotel) imo.

I find it hard to recommend this hotel. Until the management can figure out if they want to run a hotel, or a clubhouse, or an event space.. , and improve the air conditioning, i would look for other options. Unfortunately this has put a sour ending on an otherwise great trip to...

We held an event in this hotel last November 2018. I must say that I was impressed with so many things: Service - the quality of the service is superb! The staff are very friendly, accommodating and efficient. The Sales Director, Ibu Lilis is the best! She is very attentive and responded to all our requests ever so swiftly and promptly and there was always a smile in her face and her voice (when I talked to her via phone). F&B - The dim sum at Lan Hua Restaurant is one of the best I've ever tasted! Definitely 5 star quality! The F&B at Bengawan Solo is equality tasty and the portion is huge! We all loved it so much! Not forgetting the vegetarian meals that the hotel prepared for our trainers. Super tasty! Our trainers said that the food is divine and the best vegetarian meals they've ever had in ages. That's a huge compliment, coming from our trainers who came all the way from the UK. Not only that, our guests for the event also gave two thumbs up for the food that was prepared for them. Very tasty and flavourful. We were so happy that our decision to let Ibu Lilis to make the selection was the best thing we did - as you, Bu Lilis, made such great choices for the F&B :-)

The hotel room - very clean and comfortable. Loved the soft pillow very much! Ballroom and break-out rooms for our event - My hats off to the hotel! The rooms and the facilities are tip-top and of the highest quality. Worth every dollar spent! All in all, we have such an excellent experience with the hotel. Thank you, Ibu Lilis and her entire team for making our event and our stay at the hotel so memorable! Job well done! We highly recommend and will definitely stay here again and even conduct events here in the...