Surabaya|1.33km from downtownUnpleasant stay at JW Marriott Surabaya
I stayed at the JW Marriott Hotel Surabaya for a staycation. As far as I remember, I've stayed in this hotel more than 5 times. I arrived at night around almost 11 pm, the check-in process was quick and efficient (probably because it was late at night)
After that I repeatedly received unpleasant facts about my stay at the JW Marriott Surabaya, here I will explain with points about the unpleasant experience at the JW Marriott Surabaya:
1. I booked a Deluxe Premium King room, when I entered the room, I'm not sure if the size of the bed was the same as advertised. Despite the size of the bed, the bed was actually very comfortable! This point number one actually didn't bother me too much.
2. The next day in the morning, I went downstairs to have breakfast and went straight to Pavillion Restaurant on the ground floor to have breakfast, how surprised I was to find out the fact that the breakfast area was moved to the ballroom on the 2nd floor!!! It was a terrible disaster! The ballroom place is very uncomfortable, like eating in a food court rather than in a restaurant.
3. Breakfast service was very chaotic and terrible because the hotel occupancy was high during the holiday period, and food choices are also not in accordance with 5-star hotel standards. Most of the food provided is Indonesian food because it looks like the hotel is following the theme of Eid celebrations, but a 5-star hotel like the JW Marriott should dominantly provide an international food menu!
Eggs are not cooked directly at the egg station but cooked in the kitchen (so they are not fresh and the egg cannot be directly requested according to our wishes) while also there are only 3 kinds of fruit in the breakfast. This is not the standard breakfast buffet in a 5-star hotel!
4. As I mentioned, I arrived at the hotel almost 11 pm after a long trip, so after breakfast, I thought of requesting a late check out to 1 pm so I could rest a little longer because I was very tired.
When I was at the reception and conveyed my request to a female receptionist who was on duty there, the receptionist very impolitely gave a displeased expression! This is EXTREMELY UNACCEPTABLE!
If it turns out that your occupancy is indeed high and chance you can't accommodate a late checkout, here's my question: Can't you communicate that to me in a friendly manner?
If you explain your situation in a friendly manner of course I will understand and cancel my request then will check out at 12 noon!
I have no words. This hotel is very disappointing, for those of you who are looking for a 5-star hotel in Surabaya to stay I highly recommend you to stay at Shangri-La Hotel Surabaya (for approximately the same price) which has very satisfying service in all aspects, or maybe at The Westin if you're willing to shell out the extra bucks.
I express my support for JW Marriott Surabaya so that it can improve! The hotel can investigate the unfriendly reception staff and can return the breakfast buffet to the Pavillion Restaurant, if the hotel does have to increase the stay rate to improve service, then that is acceptable too, as of course, the people who stay at the JW Marriott are people who are willing to pay more for excellent service and a pleasant experience.
I think I still want to give this another chance for this hotel, but definitely, I will avoid staying here during the peak periods as the hotel seems to be overwhelmed to handle numerous guests.