Hotel - Novotel Samator Surabaya Timur
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Novotel Samator Surabaya Timur Hotel

4.0/5 34 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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Services in the hotel and nearby

Check-in from 14h00
Check out up to 12h00

Services and practical information

Paying
  • Online check-in

    Online check-in: Your arrival will be carefully prepared by our team
    Fast check-out: Simply return your key

  • WIFI/Internet Access
    • WIFI at the hotel
    • High-speed Internet
    • WIFI in the communal areas
    • WIFI in your room
    • WIFI access
    • Optic fiber 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)
    • Childrens Club for 6 to 12 years
  • 100% non-smoking hotel
  • Air conditioned
    • Air conditioning
    • Automatic air control
    • Manual temperature control
    • Air Conditioning
  • 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)
    • Sauna
    • Solarium
  • Services for children
    • Babysitting on request (Paying)
    • 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

  • 9 meeting room(s)
  • Congresses/conventions
    • Congress center
    • Conventions hotel
  • Web Corner on a Mac
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Hotel location

Our restaurants and bars

See all our bars
See all our restaurants and bars

Your meetings and events

4.2/5 AccorHotels Rating 190 reviews

Our guest reviews for Novotel Samator Surabaya Timur

100% genuine reviews from our guests

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4.0/5 TripAdvisor Rating 34 reviews
Matthew R. Solo - 18/09/2018 AccorHotels certified review
« Poor location »

I'm writing before my last day b/c I've already identified the problems with this hotel. First, unless you are here for a convention or part of a group, I suggest you book elsewhere. Ibis has a hotel closer to the city center, and I should have booked there. Second, if you are an AccorHotels gold member, this hotel only has 14 suites, so you have an almost non-existent chance at getting a room upgrade. Third, the hotel has a mosquito problem. I saw guests swatting mosquitos in the dining area, but I also woke up with two large mosquito bites on my leg after my first night. Luckily, the hotel manager asked the hardworking cleaning staff to make extra efforts to clean my room, and by the second night, the mosquito was (presumably) gone. The hotel manager offered to switch me to another room, which was a nice gesture, but I had already unpacked everything and stocked the fridge with groceries. Fourth, there are clear communication problems between different groups of staff. My second day, I ordered one affogato (which comes with hot espresso) and a honey latte from the cafe. There was a large sign indicating 50% off coffee between 12 to 5pm. The staff first gave me a bill for 100,000 rupiah, even though the menu indicated the price was 45,000 each, or 90,000 rupiah. It took three tries, 10 minutes, and a conversation with the front desk before I got a bill for the right amount. The staff was seemingly clueless about the promotion, even though there was a large sign in the cafe advertising it. Another night, when I asked for a copy of my receipt, which comes in triplicate, the staff said she couldn't give me a copy. As I walked away, I heard an exchange between the experienced staff and the worker who'd denied me a receipt. Indonesians do not get openly angry but it was as confrontational as you can get in this country. I was saddened to see the less experienced(?) staff tuning out what appeared to be a higher-ranking staff member, not even looking at her as she was presumably offering suggestions. Today, I realized this hotel is owned by Samator, a very large Indonesian private company, but operated by a non-Indonesian third party hotel management company. I am a recent gold AccorHotels member. I've never had a problem with AccorHotels until this stay, and the problem is most likely the size of the hotel, which is massive. In a smaller hotel, it's less difficult to have communication problems, but in a hotel this size, it's imperative all workers attend a daily morning staff meeting to notify them of all promotions and issues so there isn't miscommunication and chaos the rest of the day. I have one more week left and I'm hoping to avoid further issues. (September 6, 2018)

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

Dear Mr. Matthew Raffat, Thank you for taking the time to tell us about your experience at the Novotel Samator Surabaya Timur. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Andi Purba Front Office Manager

Nancy O. Families - 18/09/2018 AccorHotels certified review
« Good services, efficient staff, nice environment! »

Everything was good when we stayed in Novotel Samator. I am always concerned in terms of cleanliness and your hotel is such a satisfactory. Keep up the good work!

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

Dear Mrs. Nancy I., We very much appreciate your comments regarding your stay at the Novotel Samator Surabaya Timur. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Andi Purba Front Office Manager

Hendro S. G. Couples - 17/09/2018 AccorHotels certified review
« Comfort »

Good hospitality, Clean, comfort, good fasilities and very good breakfast

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

Dear Mr. Hendro G., We very much appreciate your comments regarding your stay at the Novotel Samator Surabaya Timur. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Andi Purba Front Office Manager

Kurniawan J. Business - 17/09/2018 AccorHotels certified review
« overall ok »

Overall ok. Check in staff, staff at the restaurant also so friendly. Comment about the room: not so clean, some broken part at the ceiling, the towel was tick but not smell good and not soft as I expected. I think for novotel class the towel should be soft and smell good. And also for the welcome drink voucher written: all drink except milesimes, champagne & spirit. 1 drink voucher per stay for the car holder. alcohol abuse is harmful for your health, please consume in moderation and drink responsibly ---> but I have to argue to get a glass of wine? Please understand and obey what you write. If only non-alcoholic drink allowed, just write clearly that only non-alcoholic drink allowed.

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

Dear Mr. Kurniawan J., We very much appreciate your comments regarding your stay at the Novotel Samator Surabaya Timur. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. We also would like to apologize to you regarding the incident about the welcome drink that you encountered during you were requesting it. We would wish that it would not be happened again in the near future and more flexible in the bar services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Andi Purba Front Office Manager

Karim S. Business - 17/09/2018 AccorHotels certified review
« New Novotel in Surabaya »

Nice new property. Clean and well designed. I got up graded to suite room. very nice. Worth of money

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

Dear Mr. Karim S., We very much appreciate your comments regarding your stay at the Novotel Samator Surabaya Timur. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Andi Purba Front Office Manager

Anonymous Business - 14/09/2018 AccorHotels certified review
« A pleasant hotel »

Feeling comfortable staying in this hotel

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

Dear Mrs. Dona D., We very much appreciate your comments regarding your stay at the Novotel Samator Surabaya Timur. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services specially about the staff and facilities specially in breakfast and accommodation . Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Andi Purba Front Office Manager

Sisca Couples - 13/09/2018 AccorHotels certified review
« Nice and comfortable »

Comfortable room. Nice swimming pool but lack of seats and no hot water. Delicious welcome drink. Standard food flavor. Friendly and fast service Overall quite satisfied

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

Dear Mrs. Fransisca H., We very much appreciate your comments regarding your stay at the Novotel Samator Surabaya Timur. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our food, services and facilities. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Andi Purba Front Office Manager

F. Families - 13/09/2018 AccorHotels certified review
« good »

I am satisfied with the service that hotel give to me

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

Dear Mr. F., We very much appreciate your comments regarding your stay at the Novotel Samator Surabaya Timur. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our staff services and all facilities. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Andi Purba Front Office Manager

Ardian B. Business - 13/09/2018 AccorHotels certified review
« Unforgettable »

It was an unforgettable stay

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

Dear Mr. Ardian Budi S., We very much appreciate your comments regarding your stay at the Novotel Samator Surabaya Timur. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our staff's services and meal quality. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Andi Purba Front Office Manager

Samuel K. C. Couples - 12/09/2018 AccorHotels certified review
« Good service »

The staff had profide us with good service, But minus with the room hotel. I stayed on suit room, the room is not clean. the outer glass of the room is a lot of dust, the room frame also has a paint mode.

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

Dear Mr. Samuel Keith c., We very much appreciate your comments regarding your stay at the Novotel Samator Surabaya Timur. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our staff's services, room cleanliness and facilities. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Andi Purba Front Office Manager

Anonymous Couples - 11/09/2018 AccorHotels certified review

The room less light

Ade R. Business - 09/09/2018 AccorHotels certified review
« nice room »

As new hotel, everything is still clean and nice, especially the Beras Kencur in breakfast area is very good, i love it. The pool restaurant level 5 is not interesting because it is are bit quiet and the food menu also not attractive

Dennis B. Business - 09/09/2018 AccorHotels certified review
« Great hotel a real find for and everything satifactory/ »

I found the staff very well trained and helpful. The room was good the outdoor bar/cafe very good. Overall highly recommend it.

Nezh Business - 09/09/2018 AccorHotels certified review
« Very Good »

Please add some varieties of food for breakfast

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

Dear Ibu Annisa N., We very much appreciate your comments regarding your stay at the Novotel Samator Surabaya Timur. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. I would share to the department concerned in regard our breakfast about quality and variety of food and to management regarding the value for money. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Andi Purba Front Office Manager

Anonymous Business - 08/09/2018 AccorHotels certified review
« Good »

The breakfast so variative but some menu not fresh, keep maintain the taste original and fresh

M. B. B. Friends - 05/09/2018 AccorHotels certified review
« Great but a lot to be improve. »

All is great but lack of preparation.

Bonifacia Families - 04/09/2018 AccorHotels certified review
« Delightful »

They gave me very fast response, even when its so close to the date when I contact them. They've been very helpful. I feel so thankful. And they handdle request, very fast too. The food is extremely delicious, I ordered small bites cake on that day. And the guest gave two thumbs for that cakes.

Erwin P. Business - 04/09/2018 AccorHotels certified review
« Very recommended hotel! »

Hotel & room was very clean, all service was great, all man was very kind & humble. Unfortunately i did not have time to try facilities such as swimming pools and fitness because of work. There is one thing must be considered in the breakfast area (restaurant) is the dining table is rather shake. It will be quite disturbing when eating. But overall, I'm very happy & satisfied to stay at Novotel Samator Surabaya. Success for all of you and stay IDR700.000 per night (LoL)

Yudi Business - 04/09/2018 AccorHotels certified review
« Clean, comfy, welcoming staff »

Everything was excellent just like my stay before. There is some improvements on breakfast menu like traditional cuisine and coffee machine. My appreciation to the young chinese guy on the receptionist, he was very helpful helping me to checking in my 2nd night while other receptionist were busy. He asked me to sit down on the special desk for member, tried to allocate the upgraded room, etc, and it was fast. Great hospitality.

P. Business - 03/09/2018 AccorHotels certified review
« Feel like home »

The hotel is new, located around my activity in East Surabaya.

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