REGANTRIS HOTEL SURABAYA — Hotel in Surabaya

It WAS a good hotel, but now...

I stayed in this hotel 2x before, and this is my 3rd time. Long story short, the quality decreases in each stays (other reviews seems to indicate this too). My first stay was the best (you could see from my 1st Google review on the hotel). The second one, the bed sheet was a bit dirty, but they changed it directly, so I didn't really mind. Both stays were solo stays.

But my 3rd stay...

Because of my satisfying earlier experience, I was confident to bring along my family here to stay with me (which I soon then regret). Why?:

1. We paid 25% from normal price to do an early check in (my family was tired from long travel hours) but the room condition was far from ready (AC broken, our extra bed not ready yet, no doormats/toilet mats, lack of towel)

2. we paid for an extra bed which price was nearly the same as the actual room, but the bed came really late, and the bed quality was not as good as the bed inside the room. The bed also have sharp corners which scratched me at night trying to navigate the super small room.

3. AC was broken and took hours to fix. When we entered the room, we were greeted by heat wave and the aircon didn't work. We called the staffs to check and they tried fixing it. The AC works (but still not cold) and it suddenly turned off by itself. We called the staffs again and they told us to wait as they checked the outdoor AC fan or smth. We give up the idea of resting and decided to go out and find smth to eat. We told the staffs once more abt the AC before we left, expecting it to be fixed after. When we reached the hotel at night, we asked the reception whether our AC is fixed. And she said no, as the engineer is still checking the AC fan outside and told us to wait in my room. My family was really tired and we asked to change room. She told us to wait 10-15 minutes for the AC, and if it's still broken, we could change room. WE DID wait 15 minutes, the AC was still not cold (altho cooler than before) and it makes loud noises. we asked to change room via phone call (we were tired to go down to the lobby again). After not picking up the phone for a while, a staff picked it up and said that we have to wait as the engineer is coming to our room.

The engineer opened our AC, checking it for a while and in the end said that we should change room😂 omg. And we did FINALLY change room.

This new room was MUCH better (minus the low quality extra bed still).

But you can imagine our tiredness and annoyance, having travel hours to surabaya, paid for extra bed, early check in (which was not value for money) just to be greeted by this😂

It's sad because my first stay was really good. An extra complaint is for our neighbours on the 5th floor and the walls😂. I think these pple r drunk, it was almost 1am and they made a lot of noise. Yeah I wasn't able to sleep well, but thankfully my family could, so I won't take it to heart.

Will I come back here again? Um... I don't think I will. I stayed in another hotel on the day before I checked in to regantris, it was the same price, but it was much better😂 (bed, facilities, quality, food flavor, staffs, etc. Was all rounder...

The staff of Regantris were extremely friendly and helpful, if not for them, I would have probably given this place a one star. There was security who greeted us whenever we went in and out and the receptionists always asked us how our days were. They were also prompt in sending us new towels and utensils when we needed. Everyone was super nice and welcoming.

Cons: We had registered earlier and left to go get lunch first since check-in was at 2pm, however when we returned to check-in we were told that our room type was not ready and we had to wait. So we waited for an hour and they kept telling us that it was still not ready and they told us that the towels weren't ready. We decided to leave the hotel and come back later on to check-in.

The room itself was fine, spacious enough, but so many of the things looked so dirty. The towels are stained with grey / black stuff, the floor mat was pretty grey and nasty. The bedsheets were also stained. Like i could tell everything was washed, they smelt like new laundry, but visually it was horrid, i imagine them to be extremely old.

Another thing was the sound-proofing of the rooms, I think it was non-existent. We were given a room which faced the main road and I could hear every single car / bike that rode past.

We also went for the "spa" at the hotel, which we realised was just 2 massage beds set up in a one of their rooms. The masseuse were called in from externally as i believe the "spa" is managed by an external party. The massage wasn't great either in terms of their skills, it was the same presses over and over again and our therapists kept talking to...

Just knew that this used to be Artotel before the rebranded Regantris. Hence the Artsy vibe throughout the hotel.

Location wise is a total winner, however the room is lack to be desired...

Overall cleanliness is okay, just that some room spot is in dire need to be upgraded, such as the bathroom mirror, shower head, flooring, showing wears. Bad spotty job on certain spots like sliding door trimmings and all.

All of which I could tolerate, but the one crucial thing that I could not, was the fact that some wall are super thin. So thin I was woken up at 3AM by some ruckus movement from next door. Couldn't sleep again since.

Breakfast was okay, fair choices of food to go around. Love the outdoor area.

Some of the waiters can be seen lack of hospitality training, whereby they don't display smiles and courteous attitude towards me. Granted it was the wee morning of 6AM. But I believe it is imperative to display that at all times.

All in all, had it not been for the thin walls, I would definitely return again. Perhaps I would ask first if I could have a lesser thin walls for the next coming,...