Outdoor pool, open 6:00 AM to 8:00 PM, free cabanas, pool umbrellas
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Reviews of Shangri-La Surabaya

5 out of 5
Shangri-La Surabaya
JL. May. Jend. Sungkono 120, Surabaya, East Java

Reviews

8.8

Excellent

Rating 10 - Excellent. 105 out of 203 reviews" "
Rating 8 - Good. 74 out of 203 reviews" "
Rating 6 - Okay. 17 out of 203 reviews" "
Rating 4 - Poor. 5 out of 203 reviews" "
Rating 2 - Terrible. 2 out of 203 reviews" "

9.0/10

Cleanliness

9.0/10

Staff & service

8.4/10

Amenities

8.4/10

Property conditions & facilities

7.8/10

Eco-friendliness

Reviews

10/10 Excellent

Richard

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very welcoming hotel. Clean, spacious and wonderful staff. Food is good with plenty if choice for everyone. The gym is a bit dated but has enough equipment. Calm atmosphere all around.
Stayed 1 night in Mar 2024

10/10 Excellent

Peng Eng Peter

Refurbished rooms are great!
The refurbished rooms are very well done. Spacious and thoughtfully designed. The club lounge had creative and tasty canapes and the wine selection was very pleasant. Thanks to Mr Eric at Bumbu for his kind hospitality. I generally felt very welcomed and attended to at Shangri-La Surabaya. Thank you.
Stayed 2 nights in Dec 2023
Response from Shangri-La Surabaya on Feb 29, 2024
Dear Mr Peng Eng PeterThank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.Best Regards,Shangri-La Surabaya

10/10 Excellent

Nickol

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff are excellent, the property is beautiful, the pool is very nice and there are 4 places to eat inside the hotel. The breakfast buffet is very nice with a wide variety of options. I would stay here again.
Stayed 2 nights in Nov 2023

8/10 Good

Norman, Rhodes

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff are fabulous, hotel is aging a bit But overall it’s good ambiance and value for Surabaya
Stayed 1 night in Sep 2023

10/10 Excellent

Heesung

Stayed 2 nights in Jun 2023

10/10 Excellent

Jinhao

Stayed 4 nights in Apr 2023

8/10 Good

Ramasamy

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Sep 2022
Response from Hotel Management on Feb 10, 2023
Thank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.Best Regards,Shangri-La Surabaya

6/10 Okay

Rohit

Stayed 3 nights in Sep 2022
Response from Hotel Management on Feb 10, 2023
Thank you very much for the rating and review. Looking forward to welcoming you back again soon.

10/10 Excellent

Elaine

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2022
Response from Shangri-La Surabaya on Aug 4, 2022
Thank you very much for the rating. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.

8/10 Good

Terry

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
전체적으로 환경은 좋았습니다. 에어컨 온도조절이 중앙집중식이어서 그런지 힘들어 취침시 추웠습니다.
Stayed 2 nights in Jun 2022
Response from Shangri-La Surabaya on Jul 3, 2022
Dear Valued Guest, Thank you for your reviews and ratings, we have received your feedback and input. Please rest assured as we take a closer look into the issues you mention. We look forward to welcoming you again in the future. Best Regards, Shangri-La Surabaya

10/10 Excellent

Heesung

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Mar 2022
Response from Shangri-La Surabaya, Communications on Mar 18, 2022
Dear Heesung, Thank you very much for the rating and review. We are glad you enjoyed your stay with us and we are looking forward to welcoming you back again here in Shangri-La Surabaya soon. Best Regards, Shangri-La Surabaya Communication Team.

8/10 Good

Julian

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent
Amazing staff! Lovely hotel, will come back for sure!
Stayed 1 night in Feb 2022
Response from Shangri-La Surabaya, Communications on Feb 24, 2022
Dear Julian, Thank you for sharing such a lovely review with us. I was pleased to read that you enjoyed your stay with us. We are indeed grateful for your kind compliments. We all look forward to having you back with us before too long. Kind Regards, Jonathan Reynolds General Manager

8/10 Good

Verified traveller

Travelled with family
Liked: Staff & service, property conditions & facilities
Just ok
Overall we had a good experience. EDC machine for payment broken twice during two days and bathroom needs to be renovated.
Stayed 1 night in Jan 2022
Response from Shangri-La Surabaya, Communications on Jan 24, 2022
Dear Valued Guest, Thank you for taking the time to share your comments. I was sorry that you departed with a less the perfect impression. All of our guest rooms and bathrooms have indeed been renovated. We all hope you will try us again before too long. It would be our pleasure to have you with us again. Best Regards, Jonathan Reynolds General Manager

10/10 Excellent

Meghan

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very comfortable stay
We have stayed at this hotel regularly. It is consistent, with great staff, nicely appointed rooms, good restaurant options and a safe and clean facility. This hotel is very comfortable for long business stays.
Stayed 17 nights in Oct 2021
Response from Shangri-La Surabaya, Communications on Dec 9, 2021
Dear Meghan, Thank you for the perfect rating and a nice review. We are grateful for your kind compliments and are delighted that you enjoyed your stay at our hotel. We all look forward to having you back again with us before too long. Best Regards, Jonathan Reynolds General Manager

10/10 Excellent

Bima, Jakarta

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Oct 2021
Response from Hotel Management on Feb 15, 2023
Dear Mr. Bima,Thank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.Best Regards,Shangri-La Surabaya

8/10 Good

Verified traveller

Liked: Cleanliness, property conditions & facilities, room comfort
Great hotel near Ciputra World Surabaya
The hotel was great, the only complaint was that the pool was closed.
Stayed 1 night in Jun 2021
Response from Shangri-La Hotel, Surabaya on Jun 21, 2021
Dear Valued Guest, First of all thank you for taking the time to review us, it is much appreciated. We would like to apologize for the inconvenience you experienced during your recent stay. Nevertheless, please rest assured as we take a closer look into the issues you mention. We look forward to welcoming you again in the future. Best Regards, Shangri-La Surabaya

10/10 Excellent

Verified traveller

Stayed 1 night in May 2021
Response from Shangri-La Hotel, Surabaya on May 27, 2021
Thank you very much for the rating. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.

8/10 Good

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2021
Response from Shangri-La Hotel, Surabaya on Jan 15, 2021
Thank you very much for the rating. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The breakfast is excellent, the staff are very friendly, good location and good price, we will stay there again next time.
Stayed 1 night in Jan 2021
Response from Shangri-La Hotel, Surabaya on Jan 12, 2021
Thank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.

10/10 Excellent

KOSEN

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent.
Very calm and nice
Stayed 1 night in Nov 2020
Response from Shangri-La Hotel, Surabaya on Nov 16, 2020
Thank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.

10/10 Excellent

Graziella Jasmine

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2020
Response from Shangri-La Hotel, Surabaya on Sep 30, 2020
Thank you very much for the rating. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.

10/10 Excellent

nanang

Stayed 1 night in Sep 2020
Response from Shangri-La Hotel, Surabaya on Sep 24, 2020
Thank you very much for the rating. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.

10/10 Excellent

Nicholas Ren Sheng

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Exclusive Stay
One of the most premium hotels in Surabaya.
Stayed 1 night in Aug 2020
Response from Shangri-La Hotel, Surabaya on Sep 7, 2020
Thank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.

10/10 Excellent

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Limitation during covid pandemic.
Nice stay for 1 night during covid pandemic. Must walk to outdoor parking area due to covid19 pandemic. Basement parking areas are closed.
Stayed 1 night in Aug 2020
Response from Shangri-La Hotel, Surabaya on Aug 24, 2020
Thank you for your reviews and ratings, we have received your feedback and input. Please rest assured as we take a closer look at the issues you mention. We look forward to welcoming you again in the future.

2/10 Terrible

Masafumi

Stayed 1 night in Feb 2020

10/10 Excellent

DannyChin, n Francisco

Travelled with partner, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Quiet clean lush garden with huge land and stand alone with much privacy. Good value for money. The Horizon lounge was a pleasant exclusive experience with good choice of food and beverages for breakfast, high tea and cocktails. Personnel very courteous and welcoming attitude. Lucky at front desk of horizon lounge made our stay at the hotel most memorable by addressing the issue with our bedsheets with a generous upgrade. Will definitely stay again at the Shangrila in Surabaya and other other locations. Excellent choice.
Stayed 3 nights in Dec 2019
Response from Jonathan Reynolds - General Manager on Jan 2, 2020
Thank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.

10/10 Excellent

Chun Wah

Stayed 5 nights in Dec 2019

10/10 Excellent

Verified traveller

Stayed 2 nights in Nov 2019
Response from Jonathan Reynolds - General Manager on Nov 25, 2019
Thank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.

8/10 Good

Bernard Setiadi

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Nov 2019
Response from Jonathan Reynolds - General Manager on Nov 8, 2019
Thank you very much for the rating. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.

10/10 Excellent

Verified traveller

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This what you expect to get from a five star hotel. Absolutely satisfying experience and great location.
Stayed 1 night in Oct 2019
Response from Jonathan Reynolds - General Manager on Nov 8, 2019
Thank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.

10/10 Excellent

stephanie dewi

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2019
Response from Jonathan Reynolds - General Manager on Sep 23, 2019
Dear Ms. Stephanie Dewi Thank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.

10/10 Excellent

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities
First rate hotel with excellent service, great location and amazing restaurants inside the property
Stayed 5 nights in Sep 2019
Response from Jonathan Reynolds - General Manager on Sep 19, 2019
Dear Valued Guest, Thank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.

10/10 Excellent

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
All staffs were kind and nice. The gym and swiming pool were also good
Stayed 4 nights in Jul 2019
Response from Jonathan Reynolds - General Manager on Aug 6, 2019
Dear Sir/ Madam, Thank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon. Best Regards,

8/10 Good

Verified traveller

Stayed 3 nights in May 2019
Response from Jonathan Reynolds - General Manager on Jun 19, 2019
Thank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.

10/10 Excellent

Khai

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The room was very clean.The staff were very helpful and always assisting when needed help.
Stayed 3 nights in Mar 2019
Response from Jonathan Reynolds - General Manager on Mar 26, 2019
Dear Mr./ Mrs. Khai, Thank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon. Best Regards,

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service
Check in service was super good Towels are very old and need to be updated.
Stayed 1 night in Mar 2019
Response from Jonathan Reynolds - General Manager on Mar 26, 2019
Dear Sir/ Madam, Thank you for your reviews and ratings, we have received your feedback and input. Please rest assured as we take a closer look into the issues you mention. We look forward to welcoming you again in the future. Best Regards,

10/10 Excellent

Verified traveller

Stayed 2 nights in Mar 2019
Response from Jonathan Reynolds - General Manager on Apr 11, 2019
Thank you very much for the rating. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.

10/10 Excellent

Verified traveller

Stayed 2 nights in Mar 2019
Response from Jonathan Reynolds - General Manager on Apr 11, 2019
Thank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.

8/10 Good

Lynn

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Feb 2019
Response from Digital Marketing Team on Mar 1, 2019
Dear Lynn, Thank you very much for the rating. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon. Kind Regards,

10/10 Excellent

jessica

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2018
Response from Jonathan Reynolds - General Manager on Feb 25, 2019
Dear Mrs. Jessica, Thank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon.

2/10 Terrible

gary

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Woken at 6am
I use the Shangri-La group regularly on my travels but won't be using this one again. At 6am on the 2nd day of my stay I was woken by the extremely loud PA system of the mass exercise class organised by the hotel on it's tennis court. This continued for an hour during which time it was impossible to sleep if you were on the wrong side of the hotel. I complained several times to no avail, when I asked about this at reception they confirmed that this class took place several times a week. I will avoid in future.
Stayed 2 nights in Jan 2019
Response from Jonathan Reynolds - General Manager on Feb 23, 2019
Dear Mr. Gary, First of all, thank you very much for your feedback, it is very much appreciated. At Shangri-La, we do our utmost to delight our guests with care and sincerity. Therefore, kindly allow me to extend my sincerest apologies for the inconvenience happened during your recent stay. Please rest assured, I will ensure the morning exercise program is reviewed further to ensure guest comfort is satisfied. I trust this incident will not make you hesitate to visit us again in the future. Kind Regards,

10/10 Excellent

Blane

Liked: Cleanliness, staff & service, property conditions & facilities
Hotel has been very well renovated and is back to being world class. As with all Shanghai La hotels the design of the hotel from the lobby to the guest rooms gives you a great feeling from the minute you walk in the door.
Stayed 1 night in Jan 2019
Response from Jonathan Reynolds - General Manager on Feb 1, 2019
Dear Blane, Thank you very much for the rating and review. We are glad you enjoyed your stay with us. Looking forward to welcoming you back again soon. Kind Regards,

6/10 Okay

Verified traveller

Liked: Cleanliness
Old products in need of upgrades
We book horizon club room, it’s smaller and very old style compared to other shangrila we stayed in. The club lounge breakfast option is less than the main restaurant. I think products upgrades is needed.
Stayed 1 night in Dec 2018
Response from Jonathan Reynolds - General Manager on Jan 7, 2019
Dear Sir/Madam, First of all thank you for taking the time to review us, it is much appreciated. We have received your feedback and input. Please rest assured as we take a closer look into the issues you mention. We look forward to welcoming you again in the future.

8/10 Good

Verified traveller

Stayed 1 night in Dec 2018
Response from Jonathan Reynolds - General Manager on Dec 26, 2018
Dear Sir/ Madam, Thank you very much for the rating. Looking forward to welcoming you back again soon. Best Regards,

10/10 Excellent

Chris, Chicago

Liked: Cleanliness, staff & service, property conditions & facilities
This place is 5 star. From the room to the pool to the restaurants. The price, in the $60 range, is quite a steal. I can't think of any negatives.
Stayed 2 nights in Dec 2018
Response from Jonathan Reynolds - General Manager on Dec 26, 2018
Dear Chris, Thank you very much for the rating and review. We are delighted that you enjoyed your stay here with us. Looking forward to welcoming you back before too long. Best Regards,

10/10 Excellent

JEAN

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 5 nights in Nov 2018
Response from Jonathan Reynolds - General Manager on Nov 20, 2018
Dear Valued Guest, Thank you very much for the rating, it is well appreciated. I have since shared your positive feedback to the rest of the team who were delighted too. We hope to see you again before too long. Best Regards,

8/10 Good

Ricardo

Liked: Cleanliness, staff & service
Stayed 1 night in Oct 2018
Response from Jonathan Reynolds - General Manager on Nov 9, 2018
Thank you very much for the rating and review. Looking forward to welcoming you back again soon!

8/10 Good

Verified traveller

Stayed 2 nights in Oct 2018
Response from Jonathan Reynolds - General Manager on Nov 9, 2018
Thank you very much for the rating and review. Looking forward to welcoming you back again soon!

8/10 Good

Jie, China

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Swimming pool closed at 8:00PM which is too early！ Price is still too high.
Stayed 4 nights in Oct 2018
Response from Jonathan Reynolds - General Manager on Oct 23, 2018
Dear Mr./Mrs. Jie, Thank you for your reviews and ratings, we have received your feedback in regards to the pool opening hour. Please rest assured as we will re-evaluate further. We look forward to welcoming you again in the future. Best Regards,

10/10 Excellent

Hassan

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Aug 2018
Response from Jonathan Reynolds - General Manager on Aug 24, 2018
Thank you very much for the rating. Looking forward to welcoming you back again soon!