Shangri-La Hotel Surabaya — Hotel in Surabaya

Very nice hotel but... I gave the poor rating for the following reasons. 1) Although the hotel was relatively empty during the days it seemed like each night there were multiple special events, weddings, etc... and the problem with that was that the actual hotel guests seem to become second class citizens compared to those there for the events. On the second night we were nearly relegated to eat dinner in the room with room service since several of the restaurants and eating areas were booked out for private parties except for 2 restaurants one of which had a formal dress code for which we were not prepared and the other we just didn't really want to eat at. With 2 small children we find dinner time to be a problem we want solved with simplicity each evening. The staff did help us out after some thinking they decided we could eat at the one restaurant that was available but order from the menu of one of the other restaurants which non-hotel guests had already monopolized. The other issue we encountered which we feel for the price of the hotel and it's star rating shouldn't have been was that although the room was very very nice, the weak point turned out to be the adjoining door to the neighboring room. That door turned out to be a nexus of all sounds coming from our neighbor who came home from one of the events being held in the hotel late at night and and made plenty of noise (typical noise you'd make in a room) but we might as well been in their room with them. Eventually they went to bed however unfortunately someone in the room was not feeling well and was coughing all night and it sounded just as if that was happening in our room, all night. That and they were the type of people they don't put their mobile phones on vibrate at night so we got to hear all of their phone sounds, text messages, notifications and all throughout the night as if their phones were in our room. Not really what I think of for a 5 star hotel room. Yes the hotel was really really nice, the room was really really nice, and the people there were really really nice, but the experience...

Great Service but Unacceptable Hygiene and Practices

Dear Management,

Good day to you.

As a long-term Member and Customer of Shangri-La Hotel Group, I have been constantly enjoying my experiences with the Hotels thus far across the globe.

However, I would like to highlight my recent encounters during my stay at Shangri-La Hotel, Surabaya 2 rooms we checked in to room # 1621 and # 1627 from 12th to 15th March 2020.

Despite the great service rendered during my dinner at Shang Palace on 14th March 2020, we were actually served dishes like fish that was not fresh and properly prepared, thus causing my wife to suffer from diarrhoea episodes throughout the remaining trip – to the extent that it did not subside even after our arrival in Singapore.

Having the accessibility to relax at the Horizon Club Lounge and the basement level 1 JAMOO, for our breakfast we presumed that the quality of service and tangible products - e.g. snacks like bread and cakes should be consistent across all Shangri-La Hotels. Keeping this in mind, we actually did not manage to be provided with fresh bread and cakes. To our surprise, the bread and cakes served were also not fresh. It can be easily told that these snacks are leftovers from the night before and served again for the next batch of incoming consumers.

Among all Suite Rooms of Shangri-La Hotels that I had my stay, this is the only one that I did not witness any refill of toiletries or changing of bed linens which should be completed twice a day for us.

In light of these experiences, it is absolutely disappointing and horrifying for us to retain confidence to stay with Shangri-La Hotel again. Nonetheless, I hope that this feedback will do your team well to improve your tangibles while remaining the...

The hotel is right at the centre of the city, however there is a large underpass construction going so expect really heavy traffic.

The room that I stayed in was newly renovated and the team gave me higher floor which is really nice. Great service as expected from ShangriLa, they welcomed me at door and escorted me quickly to the hotel room. The room is nice and clean, the bed is comfortable. The working area is good and I love the leather table as it doesn't create any noise when I put things or valuables down the only thing I didn't like is the hanging lamp above the desk it was so low that I keep hitting my head when I stand up.

The bathroom is good and nice, would be nice if they give extra bath amenities and also water in the bathroom. They may need to check the standard of housekeeping as they took the face and hand towels and didn't replace with a new one.

Food is just okay here and I did several in room dining and also tea at the lobby, I feel the lobby can use an uplift as its a large area with beautiful garden. The gym is also very nice and equipment is still adequate. All and all would...