Novotel Samator East Surabaya Hotel — Hotel in Surabaya

I'm writing before my last day b/c I've already identified the problems with this hotel. First, unless you are here for a convention or part of a group, I suggest you book elsewhere. Ibis has a hotel closer to the city center, and I should have booked there.

Second, if you are an AccorHotels gold member, this hotel only has 14 suites, so you have an almost non-existent chance at getting a room upgrade.

Third, the hotel has a mosquito problem. I saw guests swatting mosquitos in the dining area, but I also woke up with two large mosquito bites on my leg after my first night. Luckily, the hotel manager asked the hardworking cleaning staff to make extra efforts to clean my room, and by the second night, the mosquito was (presumably) gone. The hotel manager offered to switch me to another room, which was a nice gesture, but I had already unpacked everything and stocked the fridge with groceries.

Fourth, there are clear communication problems between different groups of staff. My second day, I ordered one affogato (which comes with hot espresso) and a honey latte from the cafe. There was a large sign indicating 50% off coffee between 12 to 5pm. The staff first gave me a bill for 100,000 rupiah, even though the menu indicated the price was 45,000 each, or 90,000 rupiah. It took three tries, 10 minutes, and a conversation with the front desk before I got a bill for the right amount. The staff was seemingly clueless about the promotion, even though there was a large sign in the cafe advertising it.

Another night, when I asked for a copy of my receipt, which comes in triplicate, the staff said she couldn't give me a copy. As I walked away, I heard an exchange between the experienced staff and the worker who'd denied me a receipt. Indonesians do not get openly angry but it was as confrontational as you can get in this country. I was saddened to see the less experienced(?) staff tuning out what appeared to be a higher-ranking staff member, not even looking at her as she was presumably offering suggestions.

Today, I realized this hotel is owned by Samator, a very large Indonesian private company, but operated by a non-Indonesian third party hotel management company. I am a recent gold AccorHotels member. I've never had a problem with AccorHotels until this stay, and the problem is most likely the size of the hotel, which is massive. In a smaller hotel, it's less difficult to have communication problems, but in a hotel this size, it's imperative all workers attend a daily morning staff meeting to notify them of all promotions and issues so there isn't miscommunication and chaos the rest of the day. I have one more week left and I'm hoping to avoid further issues....

I booked a one night stay in the superior suite, checked in to the hotel around 3.30-4 PM, and the staff told me that the room wasn't ready because the guest before me had the late check-out privilege. They said that I would need to wait about an hour. 40 minutes later, I came up to them, saying that if they decided to give that guest the late check-out privilege, the least they can do is consider the check-in time for me, since for all I know, a hotel room should be ready at 3 PM at the latest. Then they decided to give me an upgrade, which I refused, because the upgraded room was an apartment-concept-room and doesn't come with a bath-tub. Around 5 PM, I came up to the reception again, asking how long should I wait for my room to be ready, and only then that they offered me a transit room. But before I got to refuse the transit room (it would be a whole lot of effort to change rooms for just under an hour), another staff came and told me the room was ready, minus the towels and mini bar snacks. So I asked them for the key and chose to wait for the towel and mini bar snacks in my room. Before I went to bed, I decided to draw myself a hot bath, but the water was cold. Had to wait a few minutes for it to turn warm (warm, not hot) with a really low debit of water. I tried turning the tab to get a higher debit of water, but then the temperature will drop to ice cold water. Called the operator, the technician came to my room about 15 minutes later. 'Fixed' the tab for about 15 minutes, told me that the water temperature quality would get better in time. So by the time that the tub was filled, the water was practically in room...

I was confirmed by WhatsApp for my staying and it was quite good. As expected from Accor group. However, my check in was not that. The check in lady was not that friendly, knowing that I used my stay plus, she used unfriendly tone while speaking (a bit cold), also informing that any voucher was unable to be used during the stay (i did not even asking for that). Moreover, the room itself is not quite clean, hairs could be found on the carpet in the whole room. Been asking for recleaning but the officer just clean so fast. Chiller is not chilled, but the engineer help to find another one but the replacement also cannot be performed good. The lamp switch on the left side could not work to turn off the lamp above the TV, I was asked to use the master switch outside the bedroom (No Offense if it is the right method but not that convenience). Last but not least, the breakfast checked was not friendly at all. Only asking from which room, not even telling a word and her face was so frustrated as if I have problem with her. I choose my seat by myself. Table was not cleaned (The restaurant was not that peak - around 09.30 am). No Cutleries set on the table. Ironically, when I tried to ask chamomile tea, the waitress asking me from which room and My Loyalty Status!? What is going on with you Novotel Samator. Will loyalty status give you enough info to help your guest for merely a cup of tea ???? The only good service was during check out. The lady helping me checking out was friendly. Kudos to her. She is the only great helps during my stay . I hope this hotel may provide better training for their staff and improve...