We noticed that you're using an unsupported browser. The Tripadvisor website may not display properly.We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.
Lowest prices for your stay
Booking.com
£57
Hotels.com
Agoda.com
£52
Easy and fast booking
Prices are provided by our partners, and reflect nightly room rates, including all taxes and fees known to our partners. Please see our partners for more details.
Payments made by partners impact the order of prices displayed. Room types may vary.
Nearby Hotels
Reviews (975)
Filter reviews
975 results
Traveller rating
586
266
79
22
22
Traveller type
Time of year
LanguageAll languages
More languages
Traveller rating
586
266
79
22
22
Show reviews that mention
All reviews horizon club japanese restaurant star hotel business trip lobby lounge breakfast buffet very nice hotel ciputra world spacious room desperados nishimura facilities renovation gym taste bathtub gm
Selected filters
Filter
Updating list...
560 - 565 of 975 reviews
Reviewed 27 April 2014

Stayed 3 nights in the hotel for business. Only utilized the room and breakfast facilities.

Service - is exceptional. From the front door to the reception, to the breakfast, it was a great experience. Everything worked and staff were really courteous and friendly.

Room - bed was great and comfy. Room was showing its age but still looked good. However, the shower was not working well and there was a loud sound when the tap is turned on.

Maintenance - i had feedback about the shower problem and it was rectified on same day, with a note and a complimentary platter in my room. Was happy that the problem was resolved quickly and with sincere apologies from the hotel. However, was wondering why this was actually not rectified before the guest steps into the room - which leads me to conclude that either checks were not done or the hotel is really just too old and problems just pop up as and when.

Breakfast - good selection of items but it puzzled me that they served several types of rice but with limited local dishes to accompany the rice. I resorted to rice with baked beans.. kind of weird combination. Perhaps if i had been a local, i might have understood the rationale better. Food quality was okay but not fantastic (expected better from Shangri-La chain).

Location - just 5-10mins walk there is a high end mall. However the path to the mall is really bad from the hotel and taxi is difficult since it has to make a huge roundabout in busy traffic. Free shuttle is provided but with very limited timing. As mentioned by other guests, the hotel is located a bit far from city centre (approx 15mins away by car). From the airport it takes approx 45mins-1hr.

Date of stay: April 2014
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank DorisChin
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 21 April 2014

Rooms are good, the pool is beautiful. The tenderloin and cheeseburger are both very good from room service. The Desperado bar has some action if you're looking for it. Breakfast buffet is pretty good, wish they had fresh pineapple. Overall very good experience.

Date of stay: April 2014
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Clay888
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 7 April 2014

I actually very rarely give negative comment/s after staying in hotels anywhere. I've stayed start from extra low cost hotel until 5 plus hotel worldwide, but today experience push me to express my disappointment to services of "House Keeping" 5-Star Shangrila Surabaya.
I used to stay 06-08 April 2014...this morning I am departed from my room 06.30 AM to work, with (surely) the hotel staff will (normally) check my room, lifting my laundry and make up the room.
Unfortunately while I am back at 01.30 PM, come in to my room ...surprise....all remain unchanged. Towel, waste, everything still messy.
Duty Manager said ( I think she was argue and look up for excuse!) making up rooms still on progress and about reaching my room.. Hey I didnt see any stroller around..?
Bad bad bad.... I have to enjoy my mess up room for today....( fyi, I stay at EXECUTIVE ROOM with price almost USD 200 !!!!)
Thanks Shangri-La Surabaya for this moment.

Date of stay: April 2014
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Situmeang
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Martin B, General Manager at Shangri-La Surabaya, responded to this reviewResponded 8 April 2014

Dear Situmeang,

Thank you for sharing your feedback during your recent stay at Shangri-La Hotel, Surabaya.

We are sorry to hear that you are not satisfied with our service during your stay. Please contact me with your contact details at martin.brenner@shangri-la.com so that I can investigate this matter further.

We appreciate your feedback and are looking forward to welcoming you back to Shangri-La Surabaya in the near future.


Warm Regards,

Martin Brenner

General Manager
Shangri-La Hotel, Surabaya

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 April 2014 via mobile

It just my bad day, the valet lost track of my car , we ended up waiting for 30 minutes. We booked the hotel for 1.6 mil and no breakfast ?!?? We ended up late on our event.

+ the room is beautiful, the buffet was great

It just i gave them 3 stars for not giving me any complementary after what they've done for losing track of my car and made us late !!

Date of stay: September 2013
1  Thank Hari M
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Martin B, General Manager at Shangri-La Surabaya, responded to this reviewResponded 4 April 2014

Dear Hari M,

Thank you for sharing your feedback during your recent stay with us.

I am sorry that you did not have a pleasant experience with our valet service. Rest assured that we have taken note of your feedback and we will use it to further improve our service.

We hope to welcome you back again soon!

Warm Regards,

Martin Brenner

General Manager
Shangri-La Hotel, Surabaya

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 March 2014

The ambience, created by the overall décor, facilities and, most importantly, the welcoming & friendly staff is second to none. The rooms are comfortable and well appointed, with a good WiFi connection. The only negative is the "controllability" of the a/c and the showers that shed water onto the bathroom floor no matter how you try to prevent it.
Will these things prevent me from staying here again? Definitely not!

Date of stay: March 2014
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank Voyageur775
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
View more reviews