The train noise

The staff are friendly and helpful

Stayed in October 2023

There was a few mosquito’s and gecko’s in the rooms so it would have been nice for them to have been sprayed before we arrived

Staff, facilities etc was really good

Stayed in October 2023

Pool needs some updating maintenance

Pool

Stayed in October 2023

None

Quiet

Stayed in July 2023

Beautiful hotel ,needs a little maintanance,pool mainly staff were excellent, they allowed us to check in early as my child was so tired, they were accommodating with all of our request, will definitely return, makasih novatel🙏😊

Stayed in July 2023

There is no one at the front door so don’t expect you get help for carrying your luggage from your car to the lobby which there is stairs case. The check in stuff was just okay. When I went to the room there is no towel so I had to ask the staff for towel and the towel it was so old and worn out. Lots of mosquitoes in the room. The room was huge which is nice but there is stain on my pillow cases. Breakfast very poor quality bubur ayam and the fried rice are very salty. And there is not much option for western except toast and omelette.

Huge room and I like the staff who helping me set up extra bed and the staff at the breakfast restaurant. They are very friendly and very helpful.

Stayed in July 2023

The restaurant in the evening is very empty. There are no alcoholic drinks served.

Great swimming pool, good breakfast, beautiful garden and good rooms.

Stayed in March 2023

Location is a bit out

Friendly staff

Stayed in May 2023

The garden view description is not accurate, my room view was a parking area instead

Big size roomy room

Stayed in May 2023

The breakfast has little or no western food

We have been coming here for over 25 years. The layout, the gardens, and rooms are nice.

Stayed in January 2023

I've stayed here many times before and this hotel holds many special memories for me and my family, but post-COVID it's needing a bit of love and care. Would love the pool-side pizzeria and kids' pool slide to return. The apartment block looks to be in need of some renovation. I hope it's just a matter of time before this lovely hotel returns to its best 😊

ALL staff fabulous and friendly.

Stayed in December 2022

Need about 45 minutes to check in by standing at the reception. Less attentive.

Staffs are good.

Stayed in October 2022

The hotel layout is more of a resort rather than a city centre one. Don't like it. Awful breakfast buffet charged high price.

Stayed in November 2022

The staffs. I guess they do not have enough man power to ensure each guests receive undivided attention once arrive in the hotel. There was no one in the lobby help us to unload our luggage. Our personal tour guide was kind enough to went to the reception counter to ask for help. And there was only 1 person working in the counter to help guests check in and out. The waiting time was long. Plus I asked for the menu in the restaurant, I did not get it. The waiter was busy serving meals and attending phone calls. He probably forgotten my request.

The room is spacious and comfy.

Stayed in November 2022

-everything is quite old and used -early check in cost almost the same price as the room -no international plugs in the room -no bar/lounge to chill -lack of staff

the swimming pool big rooms

Stayed in November 2022

cleanliness

location and size of room including facilities

Stayed in November 2022

it needs definitely some refreshment

the historical and authentic aspect of the lobby, the restaurant area and the garden and pool.

Stayed in November 2022

it seemed to be a bit rundown, the pool could have used a cleaning, water damage in the rooms and throughout the property

pool was nice and the staff were friendly and helpful.

Stayed in September 2022

The wi-fi speed was on the low side (5 Mbps average) and it'd be nice if it was at least 50 Mbps. For travelers or maybe content creators a decent internet speed is a must. I don't know if the AC filter in my room has been serviced or cleaned but, thanks to it i've been coughing ever since. The room looks clean but it can be cleaner in some spots like under the bed, behind the tv, i saw some tapes on the wall, and etc. Overall i'd give my stay as a solo traveller 8.5/10

That it's not like a any tall building kind of hotel. Everything is easy to access.

Stayed in August 2022

I got sore knee. I didn't like walking down the stairs

The rooms very roomy

Stayed in July 2022

choice of breakfast

near to center, comfort

Stayed in June 2022

I got pool view

it is a resort hotel

Stayed in March 2022

We stay for one night transit during our road trip to Bali. When we enter the room, the phone unit is not in the room, and we found a plastic glass and a straw (from one of beverage brands) under the bed. When we went swim at around 5pm, the main pool is closed, under "chemical" Maintenance, so we cannot use it. (Q: why they did not do maintenance on the evening when the pool are closed?) , The Children's pool is not to clean, there are leaves on the pool. The looks of the property gave impression that they didn't maximize the potential of their good property landscape.

Good location, good property landscape

Stayed in December 2021

I waited 1.5 hours for check in because my room was not ready, I arrived at 3pm, the normal checkin time is usually 2pm, and I had to wait very long for my room to be ready. The receptionist also changed my room from 217 on the same level of the lobby to 105, 1 level below, we had to walk through stairs to get there. She said it was an upgrade, but when we get to the room, there was a hole on the sofa, burnt from cigarette butts. The toilet bowl was filled with fungal stains, but the housekeeper ended up taking care of it. I was not able to connect to wifi, but it was solved by the technician. We got everything sorted out on the first night (we booked and stayed for 2 nights). In the morning, there was problems with our breakfast too. At first we were not allowed to have breakfast bcs they said I didnt buy the inclusive package, but I did. The manager said sorry and solved the problem, he even escorted us to the breakfast place. He offered to upgrade our room to junior suite, but we didnt want to because it was too much hassle to move our stuffs just for one night, but we appreciate the offer. During breakfast on the 2nd day, there was an insect in the bajigur drink, I already drank a cup of bajigur when one of other guest spotted the insects (it was flies), they took care of it right away, I just hoped that the flies dipped in after I poured out my bajigur drink (I think that is what happened, because I'm fine). The pool was also not accessible bcs it was dirty due to the rain the night before. I am not satisfied of the quality of service that the receptionist on the first day provided for us, I am not satisfied with overall quality of the facilities provided at Novotel Surabaya, but I appreciate the efforts from the manager and management to make things better and to get the problems sorted out. The technician and housekeeper provided immediate responses, which are something to be appreciative about. All in all, I dont think I will ever go back.

I liked how the manager of the property was very proactive and assertive. He managed to handle the staffs' errors. He also provided solutions for the problem I was experiencing. He was very helpful too and very professional. I liked the garden and some of the breakfast menu.

Stayed in December 2021