Hotel - Novotel Samator Surabaya Timur
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Novotel Samator Surabaya Timur Hotel

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3.5/5 924 reviews
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  • The hotel has wifi WIFI/Internet Access
  • The hotel serves breakfast Breakfast
  • The hotel has a bar Bar
  • The hotel has a parking Parking
  • The hotel has a restaurant Restaurant
  • The hotel has air conditioning in rooms Air Conditioning
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Check-in from 14h00
Check out up to 12h00

Services in the hotel and nearby

Paying
  • WIFI/Internet Access
    • WiFi at the hotel
    • High-speed Internet
    • WIFI in the communal areas
    • WiFi in your room
    • WiFi access
    • Fiber optic technology provides the highest possible speed of Internet connection.
  • Parking
    • Private indoor parking
    • Public indoor parking
    • Bus/coach parking area
  • Accessibility for people with reduced mobility
    • Reduced mobility rooms
    • Wheelchair access
    • Reduced mobility facilities
    • Accessible bathroom
  • Pool
  • Breakfast
  • Fitness centre

Services and practical information

  • WIFI/Internet Access
    • WiFi at the hotel
    • High-speed Internet
    • WIFI in the communal areas
    • WiFi in your room
    • WiFi access
    • Fiber optic technology provides the highest possible speed of Internet connection.
  • Parking
    • Private indoor parking
    • Public indoor parking
    • Bus/coach parking area
  • Accessibility for people with reduced mobility
    • Reduced mobility rooms
    • Wheelchair access
    • Reduced mobility facilities
    • Accessible bathroom
  • Services for children
    • Babysitting on request (Paying)
    • Children's Club for 0 to 3 years
    • Children's Club for 3 to 6 years
    • Children's Club for 4 to 6 years
    • Childrens Club for 6 to 12 years
  • 100% non-smoking hotel
  • Air conditioned
    • Air conditioning
    • Automatic air control
    • Manual temperature control
  • JUANDA
  • Reception open 24 hours a day
  • Laundry
    • Dry cleaning / Ironing (Paying)
    • Shoe shine machine
  • Porter
  • Concierge

Leisure and activities

  • Pool
  • Fitness centre
  • Well-being
    • Massage (Paying)
    • Solarium
  • Services for children
    • Babysitting on request (Paying)
    • Children's Club for 0 to 3 years
    • Children's Club for 3 to 6 years
    • Children's Club for 4 to 6 years
    • Childrens Club for 6 to 12 years
  • Golf lessons  (Nearby)

Catering

  • Breakfast
  • 1 restaurant(s)
  • 2 bar(s)
  • Room service
    • Hot meals
    • Cold snacks
    • Opening hours : Week 0:00-23:59
    • Opening hours : Week-end 0:00-0:00

Business services

  • 6 meeting room(s)
  • Congresses/conventions
    • Congress center
    • Conventions hotel
  • Web Corner on a Mac
  • Business center with support staff
  • Copy/print service available
See all services

Hotel location

Our restaurants and bars

See all our bars
See all our restaurants and bars

Your meetings and events

Our guest reviews for Novotel Samator Surabaya Timur

100% genuine reviews from our guests

Find out more
3.5/5 TripAdvisor Rating Based on 924 reviews
TripAdvisor review
Family - 13/12/2017
« stay for family »

I already stay few times in this hotel. I got pool view room (maybe upgrade room), clean room, comfort for family. Breakfast is very various, and I like Indonesian traditional food as their serve. my daughter still love to meet and see deer in the back side. Good Family hotel in the heart of Surabaya city.

TripAdvisor review
Family - 27/11/2017
« Broken AC & Messy Finance »

As a Platinum Le Club Member and Accor Meeting Planner, I'm disappointed by the service during my last stay. I reserved Wedding Room package and 3 additional rooms. The finance didn't confirmed my payment status and disturbed me after I left the hotel. One of the rooms didn't have a working AC. They promised me one hour repair time instead of changing my room. Until almost midnight, after the wedding reception, the room was still not air-conditioned properly.

Our hotel has responded to the review
Our hotel has responded to the review

Dear gradeo97, Thank you for staying with Novotel Surabaya Hotel and Suites. We feel grateful that you have taking your time to share with us your valuable feedback. Having read on your feedback, it is with our utmost regrets and sincerest apology that you have to undergo such experience. Responding to your concerns, we would highly appreciate if you could provide us with your furthe details as this will enable us to contact you. We are looking forward to hearing from you soon. Sincerely, Ganjar Laksmana eam@novotelsurabaya.com

TripAdvisor review
Business - 31/10/2017
« Novotel Sby »

Room was clean and as per description on website. I got a an upgrade. Staff were friendly and check in was very smooth. Breakfast selection was decent and chef made vegetarian noodles for us upon request.

Our hotel has responded to the review
Our hotel has responded to the review

Dear rikesh631, Thank you for staying with us and to share your valuable experience during your time in Novotel Surabaya Hotel and Suites. It is a pleasure to receive a positive feedback. We will share your experience to our team. We believe that this feedback can be a motivation for our staff to continue in improving our quality of services to our guest. For issues that may or has happened, your suggestion and comments is paramount for the hotel. Once again, thank you for the feedback and we hope that your next visit will be as enjoyable as the previous one. Sincerely Ganjar Laksmana

TripAdvisor review
Business - 10/10/2017
« A bit of hitch, but overall, good hotel »

I requested for room at high floor Upon check in, they gave me room at low floor, facing garden. That room has quite a bit of mosquitos However, I'm glad they are willing to change the room to 3rd floor (although it is done after haggling) That room was ok I hope Novotel will notice customer request before they check in

Our hotel has responded to the review
Our hotel has responded to the review

Dear philippa413, Thank you for staying with Novotel Surabaya Hotel and Suites and thank you for taking your time to share with us your stay experience. We are excited to receive your positive feedback and definitely it will be shared among the team. Your feedback will surely become a motivation for the team to continue in maintaining the same service quality, or even better. Related to your suggestion on the room allocation, we have addressed this to our team at front office. Please rest assures that we are taking an appropriate measure to improve this. We hope that you continue to choose us as your preferred Hotel. As such, we are always looking forward to welcoming you back in the near future. Sincerely, Ganjar Laksmana

TripAdvisor review
Iwan Unggul W Family - 30/09/2017
« Dirty Balconny »

The room was clean but when you go to the balcony, it looked like it has not been cleaned in a while. There were many bird droppings everywhere sticking on the floor and wooden fence on the balcony. The front office also is quite slow, we had to wait several minutes before we were handled.

Our hotel has responded to the review
Our hotel has responded to the review

Bapak. Iwan Unggul W Yang Terhormat, Terima kasih telah tinggal bersama kami dan atas waktunya untuk menyampaikan pengalaman Ibu selama kunjungan Ibu di Novotel Surabaya Hotel and Suites. Setelah membaca penjelasan Ibu, kami sangat menyesal bahwa ketika Ibu tinggal bersama kami Ibu mendapatkan pengalaman yang kurang menyenangkan dan tidak sesuai dengan harapan Ibu. Kami meminta maaf atas ketidaknyamanan yang terjadi. Untuk perihal kualitas kebersihan kamar, kami telah tekankan kepada tim kami di Housekeeping agar ditindak lanjuti. Kami yakinkan akan terdapat perbaikan sehingga hal yang sama tidak terjadi kembali di masa yang akan datang. Besar harapan bahwa Ibu tetap menjadikan Hotel kami sebagai Hotel pilihan Ibu. Sekali lagi kami ucapkan terima kasih atas kesediaan Ibu untuk menyampaikan pengalaman Ibu, dan kami berharap kunjungan Ibu selanjutnya akan lebih baik jika dibandingkan dengan kunjungan sebelumnya. Hormat kami Ganjar Laksmana

TripAdvisor review
Business - 21/09/2017
« Nice and easy trip »

In the middle of hustle city of Surabaya, Novotel can bring the green environment even though the temperature of Surabaya quite high. With the green surrounding, we feel great to have some rest in Novotel Surabaya.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Pungky P, Thank you for staying with Novotel Surabaya Hotel and Suites and thank you for taking your time to share with us your stay experience. We are excited to receive your positive feedback and definitely it will be shared among the team. Your feedback will surely become a motivation for the team to continue in maintaining the same service quality, or even better. We hope that you continue to choose us as your preferred Hotel. As such, we are always looking forward to welcoming you back in the near future. Sincerely, Ganjar Laksmana

TripAdvisor review
Business - 20/09/2017
« Bad check in process, bad room cleanliness »

The check in process took a long time due to the reception got confused about my reservation and no smile at all, when I entered the room there was a bunch of woman's hair on the bin at bathroom, the furniture look so old especially the sofa.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Marchel P, Greetings from Novotel Surabaya Hotel and Suites Thank you for taking your time to inform us on your experience during your time at the hotel. Having read to your writings, we sincerely apologize that the experience at our Front Desk and our room quality was not up to your expectations. Please rest assures that we will address these issues to the related department for further follow up as we avoid for the same issue to occur again in the future. We hope that you still reserve the confidence for the hotel. We believe that should you returned to stay with us again, you will experience a more enjoyable stay compare to the previous one. Thank you Sincerley, Ganjar Laksmana

TripAdvisor review
Sesiliatika Couples - 21/06/2017
« Almost perfecf »

I stayed at this hotel to celebrate my birthday, exactly on my birthday and guess what? Nothing happen. I did not expect something luxury or free complimentary, but I think at least the front officer who copy my ID know that and say happy birthday to me! LOL what a service.. But, My camera was left at the deposit box and they informed me the next day, thank you!!!

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mrs. Sesiliatika, Thank you for staying with us and to share your valuable experience during your time in Novotel Surabaya Hotel and Suites. It is a pleasure to receive a positive feedback. We will share your experience to our team. We believe that this feedback can be a motivation for our staff to continue in improving our quality of services to our guest. For issues that may or has happened, your suggestion and comments is paramount for the hotel. Once again, thank you for the feedback and we hope that your next visit will be as enjoyable as the previous one. Sincerely Ganjar Laksmana

TripAdvisor review
Business - 16/06/2017
« they give a good room with a very bad internet connection »

As I checked in, they give me an upgrade to a 3 bedroom apartment. The room is quite ok, even it look old. Maybe they should think to give some room accessories to make room brighter. But the worst thing I had was a very bad internet.connection. I can.not used the internet because of a very bad wifi coverage. They should think a solution for apartment guess. And the breakfast, it was.empty before 9 even they closed at 10. What a pitty.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Ayom Rahwana, Thank you for taking your time to inform us on your experience during your time at the hotel. Having read to your writings, we sincerely apologize that was not up to your expectations. Related to your concerns over the breakfast spread, please rest assures that the stocks is sufficitent. However, we realize that there were delay of replenishment to the chauving dish. We have addressed this issue to our chef for further improvement. We hope that you still reserve the confidence for the hotel. We believe that should you returned to stay with us again, you will experience a more enjoyable stay compare to the previous one. Thank you Sincerley

TripAdvisor review
Business - 04/06/2017
« Disappointing stay »

No lifts in hotel. Hot water was barely lukewarm. Staff tried hard. Room quality ok. Internet slow. Disappointing stay. Breakfast was average. The art exhibition in lobby was random and really strange.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Superkune, Thank you for staying with Novotel Surabaya Hotel and Suites. We feel grateful that you have taking your time to share with us your valuable feedback. Having read on your feedback, it is with our utmost regrets and sincerest apology that you have to undergo such experience. We believe that it must have been a very agonizing experience. We will try to provide you with explanation below 1. Water heater issue Our water supply system is source from 2 water treatment plant and distributed through out all piping at the hotels. We tried to find out as best as we could why there were less heat on the supply which other room did not experience the same issue. However, this will become a reminder for us to undergone further investigation on the issue. 2. Internet connection We provided a dedicated connection up to 1Mbps per room. However, we have addressed this to our Internet Provider to rectify the problem 3. Breakfast We would appreciate if you could further advise us on the details of the challenges on the breakfast spread We hope that the above explanation furnish you well. Please rest assures that the issue will be highlighted and follow up by the related department as we do not wish that the same issue happen again in the future. We hope that you still reserve the confidence and still choose the hotel as your preferred accommodation. We assure you that should you returned to stay with us again, you will experience and more enjoyable stay compare to the previous one. As such, we are always looking forward to welcoming you back on any future opportunities. Sincerely, Ganjar Laksmana

TripAdvisor review
Business - 26/05/2017
« The Hotel is old enough »

quality of towel have to change with the new one because the colour of towel desnt show that the towel is clean enough to use by customer and the quality of pillow need to improve also. The location is near train station so not quite enough in the day or night

Our hotel has responded to the review
Our hotel has responded to the review

Dear Ms. Ira S, Greetings from Novotel Surabaya Hotel and Suites Thank you for taking your time to inform us on your experience during your time at the hotel. Having read to your writings, we sincerely apologize that the room quality especially on linens and towels was not up to your expectations. Currently we are still on progress of procuring on the new set of bedding, linens and towels since there are a new brand standard changes. We are expecting this to be all completed by end of this year which now has achieve 30% of the replacement. We hope that you still reserve the confidence for the hotel. We believe that should you returned to stay with us again, you will experience a more enjoyable stay compare to the previous one. Thank you Sincerley, Ganjar Laksmana

TripAdvisor review
ferdyfu Business - 21/05/2017
« Exotic hotel but.... »

This hotel is really exotic with great architecture. Thank you for upgrading my room. But hotel should improve the quality of breakfast. The room was so small, just a few chairs and tables so we have to wait for a while. Some meals and drinks empty an took a long time to refill.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mr. Ferdyfu, Thank you for taking your time to inform us on your experience during your time at the hotel. Having read to your writings, we sincerely apologize that during your breakfast time there were limited seat available. Please rest assures that our restaurant capacity are able to cater the current room occupancy. However, we understand that on certain ours, peak hours, there might be a slight challenge. Nonetheles, our team are ready to assist you on this. We hope that you still reserve the confidence for the hotel. We believe that should you returned to stay with us again, you will experience a more enjoyable stay compare to the previous one. Thank you Sincerley, Ganjar Laksmana

TripAdvisor review
Family - 20/05/2017
« A great family occasion. »

It was a very special family gathering for the purpose of our eldest son's marriage. The hotel was close to the location where the wedding took place. My eldest daughter also travelled and stayed at the same hotel.

Our hotel has responded to the review
Our hotel has responded to the review

Mr. Oscar D, Thank you for staying with us and to share your valuable experience during your time in Novotel Surabaya Hotel and Suites. It is a pleasure to receive a positive feedback. We will share your experience to our team. We believe that this feedback can be a motivation for our staff to continue in improving our quality of services to our guest. For issues that may or has happened, your suggestion and comments is paramount for the hotel. Once again, thank you for the feedback and we hope that your next visit will be as enjoyable as the previous one. Sincerely Ganjar Laksmana

TripAdvisor review
Business - 17/05/2017
« A resort in the city »

Have been coming to this hotel for years... It's truly like a resort in the city. The down side is when there is a wedding .... However the staff especially Pak Banging at front office do a wonderful job welcoming and making people at home.

Our hotel has responded to the review
Our hotel has responded to the review

Dear boghos93, Thank you for staying with us and to share your valuable experience during your time in Novotel Surabaya Hotel and Suites. It is a pleasure to receive a positive feedback. We will share your experience to our team. We believe that this feedback can be a motivation for our staff to continue in improving our quality of services to our guest. For issues that may or has happened, your suggestion and comments is paramount for the hotel. Once again, thank you for the feedback and we hope that your next visit will be as enjoyable as the previous one. Sincerely Ganjar Laksmana

TripAdvisor review
Family - 24/04/2017
« Good hotel with specious room »

I was with my family for vacation, spending for 1 night only. The specious room was renovated, so it become modern hotel. The breakfast was great, with many variation of food and drink. The hotel occupied large pool with surrounding the green garden.

Our hotel has responded to the review
Our hotel has responded to the review

Dear agus_wic_2007, Thank you for staying with Novotel Surabaya Hotel and Suites and thank you for taking your time to share with us your stay experience. We are excited to receive your positive feedback and definitely it will be shared among the team. Your feedback will surely become a motivation for the team to continue in maintaining the same service quality, or even better. We hope that you continue to choose us as your preferred Hotel. As such, we are always looking forward to welcoming you back in the near future. Sincerely, Ganjar Laksmana

TripAdvisor review
Family - 03/04/2017
« Complimentary Dringking water »

It would be very nice if you provide us a little bigger bottles of drinking water. The bottles were so small, so that after 2 cups of Coffee/Tea we were left without drinking water.or otherwise we're force to take it from the mini bar, and the price os such small bottle of ordinary drinking water was very exxpensive. All other services were exelent.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Sir/Madam, Thank you for staying with us and to share your valuable experience during your time in Novotel Surabaya Hotel and Suites. It is a pleasure to receive a positive feedback. We will share your experience to our team. We believe that this feedback can be a motivation for our staff to continue in improving our quality of services to our guest. For issues that may or has happened, your suggestion and comments is paramount for the hotel. Related to your feedback on the water bottled, we will look into it. Your concerns is important to us. Please rest assures we will take an extra mile to improve this. Once again, thank you for the feedback and we hope that your next visit will be as enjoyable as the previous one. Sincerely Ganjar Laksmana

TripAdvisor review
Business - 13/03/2017
« SMART HOTEL »

Its an great smart minimalis hotel , with efficien system but keep warm hospitality, good quality of food an a lot of variant with local delicacy. Idea of brightfull color cheer up the guest feeling. amazing

Our hotel has responded to the review
Our hotel has responded to the review

Dear mayasarid2017, Thank you for staying with Novotel Surabaya Hotel and Suites and thank you for taking your time to share with us your stay experience. We are excited to receive your positive feedback and definitely it will be shared among the team. Your feedback will surely become a motivation for the team to continue in maintaining the same service quality, or even better. We hope that you continue to choose us as your preferred Hotel. As such, we are always looking forward to welcoming you back in the near future. Sincerely, Ganjar Laksmana

TripAdvisor review
Business - 20/02/2017
« Opt for other Mercure hotel in Surabaya »

Lousy & long waiting for check in & Check out. Shower pressure is terrible, too weak to flush, dripping type. Bath towel is smelly. The glass is dirty, luckily i saw it. No lift, so not recommended for those with lot of luggage. Badly running down condition.

Our hotel has responded to the review
Our hotel has responded to the review

Dear GAVINMYS, Thank you for staying with Novotel Surabaya Hotel and Suites. We feel grateful that you have taking your time to share with us your valuable feedback. Having read on your feedback, it is with our utmost regrets and sincerest apology that you have to undergo such experience. We believe that it must have been a very agonizing experience. We have boldly addressed the issue of room readiness and cleanliness quality to our Housekeeping. We encourage them to rectify the issue urgently. Related to your concerns over the check-in and check-out process, we also have shared this comments to our Front Office team for further improvement. However, on elevator concerns, we have construction and design issue. Our hotel concepts, is resort and we are 3-storey building and to create conviniency, our lobby is at level 2. Should there be any needs of assistance for luggage or anything, our staff will gladly assist you anytime. We hope that the above explanation furnish you well. Please rest assures that the issue will be highlighted and follow up by the related department as we do not wish that the same issue happen again in the future. We hope that you still reserve the confidence and still choose the hotel as your preferred accommodation. We assure you that should you returned to stay with us again, you will experience and more enjoyable stay compare to the previous one. As such, we are always looking forward to welcoming you back on any future opportunities. Sincerely, Ganjar Laksmana

TripAdvisor review
M8682ENjosephp Family - 08/01/2017
« Short stay at Novotel Surabaya »

Great breakfast. Loved the pool and slide! Resort style feel. Loved feeding the deer and rabbits. Excellent room with pool view. Great front desk staff. Loved everything about the hotel. Short walk to supermarket. Would have loved to stay longer but could not get a room for 31st Dec.

Our hotel has responded to the review
Our hotel has responded to the review

Dear M8682ENjosephp, Thank you for staying with us and to share your valuable experience during your time in Novotel Surabaya Hotel and Suites. It is a pleasure to receive a positive feedback. We will share your experience to our team. We believe that this feedback can be a motivation for our staff to continue in improving our quality of services to our guest. For issues that may or has happened, your suggestion and comments is paramount for the hotel. We would like to extent our regrets that on 31st Dec few rooms categories are sold out. As such, we will be awaiting to your return on the next new year eve plan. Once again, thank you for the feedback and we hope that your next visit will be as enjoyable as the previous one. Sincerely Ganjar Laksmana

TripAdvisor review
Family - 07/01/2017
« Rooms in awful state »

This hotel does not live up to its standard. The rooms were old, in awful state, with extremely dirty carpet, curtains and sofa. The towels were old and gray. The bathrooms full of fungus. Staff were mostly friendly, but were only allowed two pool towels for our four person suite. Luckily, we just needed one night here.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mr. Joop R, Thank you for taking your time to inform us on your experience during your time at the hotel. Having read to your writings, we sincerely apologize that the room condition could not met to your expectation. We have address this to both Housekeeping and Engineering team for further follow up. However, our team are very willing to assist you should you not fit with the room as we have can offer few alternatives as a solutions. We hope that you still reserve the confidence for the hotel. We believe that should you returned to stay with us again, you will experience a more enjoyable stay compare to the previous one. Thank you Sincerely, Ganjar Laksmana

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