JW Marriott Hotel Surabaya

Comfortable stay and good restaurant

A little bit old

Staff is attentive and polite.

Location , a distance from shopping mall and restaurant

I’m currently abroad, so I booked this stay for my mom and my children. Even though it was only for one day, they made the experience truly memorable. I was especially impressed by Ferla at the reception. She provided the best service so so warm, attentive, and genuinely caring. Honestly, I was amazed by how wonderful the service was. I would also like to give a special appreciation to the wonderful Guest Relations team Diah, Inggrid, and Reva who were so cheerful, kind, and thoughtful. They even took the time to come to the room personally to give my mom and children a special greeting. It was such a lovely and unexpected gesture. A special thank you as well to Yudi from At Your Service for his kindness and assistance. The entire team went above and beyond to make my family feel welcomed and cared for. Thank you for making their stay so special. Even though I couldn’t be there with them, knowing that they were treated with such warmth and kindness truly means a lot to me❤️

Good service, friendly staff, fantastic breakfast

N/a

Friendly.polite and helpful staff. Spacious ,clean room. The bathroom is really amazing with walk in shower, toilet with bidet etc. Bed is very comfortable.

Kebersihan , Lampu penerangan di kamar, aroma kamar fresh

Menu Sarapan memang banyak dan bervariasi, namun kurang authentik.

Tutto

Staffe, cibo e camere

Nulla

Old Style Hotel, very nice, and VERY good Breakfast!!!

In Room 1121, the vitrage had visible fixed hole in it and looked dirty, like it had not been washed for years! That is not appropriate for a 5* Hotel and for sure not for a JW Marriot! TV was outdated/Coax system, should be replaced by Smart TV system with Internet connection.

We spoiled ourselves by Marriott experience between our trips to Komodo and Sumatra jungle. This specific Marriott in Surabaya is truly lovely. We loved their restaurants (all-you-can-eat dinner and breakfast at the Lounge is soooo good). We enjoyed the pool a lot as well. Also the hospitality of all the staff was warm and welcoming.

-

All good, not problems the only thing I would say is that the room could do with an update

My recent stay at JW Marriott Surabaya became far more meaningful than I ever expected. An unfortunate situation occurred during my visit, but what I will remember most is not the incident itself. I will remember how sincerely and professionally the management and hotel team responded. Their genuine care completely changed the direction of my stay and reminded me what true luxury hospitality should feel like. I would especially like to thank the General Manager (Pak Alex Ryu), for his personal involvement and thoughtful leadership. He did not treat my concern as just another guest complaint. He listened carefully, showed genuine empathy, and handled the situation with professionalism and accountability. His approach reassured me that the comfort and well-being of guests truly matter at JW Marriott Surabaya. I am equally grateful to Executive Committee member (Ibu Clara Valentina). Her warmth, personal attention, and thoughtful follow-up made me feel genuinely valued and cared for. She was professional yet very human in the way she communicated with me. Pak Alex and Ibu Clara did more than simply resolve a difficult situation—they restored my confidence and left me with a lasting sense of appreciation. My experience was also made special by many wonderful team members throughout the hotel. At the Club Lounge, Dita and Eugene were consistently warm, attentive, and gracious. They made every visit feel comfortable and personal. Their friendly smiles and natural hospitality created a sense of familiarity, as though I were returning to a place where I was already known and welcomed. At UpperCut restaurant, Pak Prima (a superman who knows all the meat, knives, and salt, which amazed me) and Chef Dimas gave me another memorable experience. The 500 GR Wagyu steak was excellent—beautifully prepared, flavorful, and served with great attention to detail. The quality of the food was impressive, but what made the evening even more special was the passion and genuine care behind the service. On my final morning, Indah from Pavillion showed me such thoughtful attention that it deeply touched me. I would also like to thank Ibu Dewi, Pak Harri (DM), and Irwan from the Front Desk. Their warmth and sincere encouragement persuaded me to extend my stay. What could have been a simple conversation about an additional night became a very personal and welcoming interaction. They made me feel that they were truly happy for me to stay longer and that I was more than just another room number. I would like to express my sincere gratitude to my housekeepers, Ali, Alfian, and Aril. They consistently maintain my room to a spotless standard and always make me feel welcome with their thoughtful, savory treats. I would like to extend my sincere gratitude to the gym team. Most of them work tirelessly to sanitize and maintain the equipment, ensuring a clean and hygienic environment for everyone. What impressed me most was the consistency of care across the entire hotel. From the senior management team to the Club Lounge, restaurants, food and beverage, and front desk, every interaction reflected sincerity, professionalism, and a genuine desire to make guests feel comfortable. This stay reminded me that luxury is not only about beautiful rooms, excellent dining, or impressive facilities. True luxury is the feeling of being heard, respected, remembered, and genuinely cared for. Because of Pak Alex Ryu, Ibu Clara Valentina, Dita, Eugene, Prima, Chef Dimas, Indah, Ibu Dewi, Pak Irwan, and the wider team, JW Marriott Surabaya no longer feels like simply a hotel to me. It now feels like a new home in Surabaya. Thank you to the entire team for turning a challenging moment into one of the most heartfelt hospitality experiences I have received. I look forward to returning—not only to the hotel, but also to the wonderful people who made my stay so special. #Marriott #JWMarriottSurabaya #LuxuryHospitality #ExceptionalService #Surabaya

The OG luxurious staycation place in the heart of Surabaya city with amazing spacious super clean room with luxurious amenities, Balinese vibes pool and nice Sky Garden view, nice jacuzzi and sauna facilities, complimentary shuttle to Tunjungan Plaza. Thank you so much Mr Bryant Septiano for pre-arrival email, Ms Sheila from At Your Service team, Ms Alya & Ms Dwi for warm welcome and efficient check in process, Mr Alex Ryu for welcome amenities, Mr Enggal x Kazayny (Housekeeping) for amazing room cleanliness, Mr Ilham & Ms Diah for arranging my TP shuttle, Mr Lukman for delivering in-room dining, Mr Andrian Suryadi for room follow up, Mr Fahredi and Mr Tama from pool attendant and health club team and to all JW Marriott Surabaya team for great services and hospitality.

Mr Adam here the nicest girl ever in the executive lounge Anggun a true lay lovely person and so professional, what an amazing female Loved the room i was given Pool great, will come back for sure if in the area! A great value hotel, love from Scotland

I wanted to take a moment to personally share my sincere appreciation following my recent stay at JW Marriott Hotel Surabaya (15-16, 17-18 July 2026). This was my fifth visit to a JW Marriott property across Asia, and since 2024, I have spent approximately 10 nights staying with JW Marriott Surabaya during office branch visits, it was always been exhausting in the beginning because I had to fly from home (Sydney, AU) or from Europe office and very pleasure at the end... This Alex RYU's leadership style, pampering me at THE END (Ghumaoyo, Ghanzamida).... Each visit has been remarkable, but my recent experience at JW Marriott Surabaya was especially memorable. Over time, these stays have become more than simply hotel visits for me. They have created a genuine sense of familiarity, comfort and connection, something I deeply value as I travel extensively throughout Asia.I would especially like to thank Ms. Dwi and her partner, whose name I unfortunately cannot remember, for their kindness and assistance during their duty on 15 July 2026 at approximately 6:00 PM. I sincerely apologise that I cannot recall the second team member's name, but I very much appreciated the warmth and care shown to me.I would also like to extend my deepest thanks to Harry Mahfud. Harry was exceptionally attentive and genuinely understood my dietary preferences and restrictions. As someone who follows a very specific health-focused diet, I requested no oil where possible, no fried food, healthier cooking methods, high-protein meals and a soy latte.Harry understood these requirements extremely well and ensured that my breakfast order was handled correctly in collaboration with Dea and Agung, the F&B Manager, during my beautiful breakfast on 16 July 2026. This level of attentiveness is incredibly meaningful to me. I genuinely appreciate staff who do not simply take an order, but who listen carefully, understand the guest's needs and ensure the details are properly communicated and delivered. Harry demonstrated exactly that.I would also like to sincerely thank Jocelyn, Bastian, Amir, Kiki, Setiawan and Setyno. Each of them contributed to making my stay feel special in their own way. From the cleanliness and care of my room, to the thoughtful room details, personal attention and the little touches that created a more magical experience, I genuinely felt that the team cared about my stay.A special thank you to Jocelyn, who went above and beyond by helping arrange a special gift for my partner. This was a very meaningful gesture. My partner is my husband, my junior husband, and creating that special moment for us made the stay even more memorable.These are the experiences that create genuine emotional connection. Luxury hospitality is not only about the room, facilities or beautiful surroundings. It is about the people who remember the details, understand the guest, anticipate needs and create moments that feel personal.I sincerely appreciate the entire team for making my stay at JW Marriott Surabaya so memorable. From the attentive F&B service to the housekeeping care, thoughtful gestures and genuine human connection, I felt very well looked after.Please extend my sincere thanks and appreciation to everyone mentioned above. They are a credit to JW Marriott Surabaya, and I hope their contributions are recognised. I's also OBSESSED with your executive lounge at Level 21, that's very pulchritudinous...Thank you for creating such a beautiful and memorable stay. See U next year...Warmest regards & stay awesome Mart and Ching-Han YAO, Jimmy Allen YAO (Room 2003), Sydney, Australia

The breakfast

The room are bit small

Very good value, clean and comfortable.

Nothing

Great breakfast Kind service

We spendt basicaly every night in Anonimo bar during our 6 week stay. We ate and drink all our meals here. Wery spesial thanks to vaitress Fina ho allways followed up the service and did a great job. Also spesial thanks to a very incluciv bartender Darryl who did a great job.

Excellent personalized experience. Staff members are all so lovely and friendly. Rooms are very comfortable. We ate at the Uppercut stakehouse which was delicious. Had such a good stay here.

Nothing.

This is my first time at JW Marriott Surabaya. I had a fantastic experience at this place. The hotel is exceptionally clean and offers a highly comfortable atmosphere that makes you feel right at home. What truly stands out, though, is the exceptional service. The staff especially resto staff are incredibly helpful, polite, and always ready to go the extra mile to ensure a great breakfast. Highly recommended for anyone visiting Surabaya. Wani..!! I hope it will be the first of many.

Schöne Zimmer, guter Service und das beste Frühstück, welches wir je in einem Hotel hatten.

Aardig en behulpzaam personeel

Drukke weg naast het hotel

Bij het uit de koffer halen van de koffers was er geen hulp. De gebruikte glazen op de kamer werden niet omgeruild voor zuivere. Zijn 2 kleinigheden . Maar voor die prijs en 5 sterren verwacht ik dat wel.

the staff has been very helpful

NA

10/10

All very good

Eten en zwembad

Druk bij het eten

Everything was perfect, Bed, pillows, all clean, AC can be set according to what we need. Breakfast the spread and quality was super. Staff i can not name them one by one, Pak Agung, front lady at the breakfast, all were super friendly.

Fasilitas dan makanannya

Tidak ada

This place is honestly way more than 5 star.It was an incredible experience. Every single person on the staff was so helpful, genuine, and kind. You can really tell they care, and I appreciated every one of them. A massive, special thanks to Ivana. She was so sincere and went out of her way to help me with everything. She is truly the best! The breakfast was also amazing! Everything tasted so good, and the pastries were definitely my favorite! I unfortunately had a bit of a stomachache during my stay, but the staff were so thoughtful and offered me some warm congee. It was so comforting and exactly what I needed. It’s those little gestures that make a stay unforgettable. One thing to keep in mind is the walkability. It’s actually quite difficult to even cross to the opposite side of the road, so it’s much better to just call a Grab to get everywhere. Despite the location being a bit tricky for walking, the heart of this hotel is the people. I really loved my stay!

The JW Surabaya is a fantastic hotel. Rooms are spacious and well appointed, great restaurants, fitness area, and executive lounge. The staff are very friendly and willing to help with anything you need. I highly recommend breakfast in the Pavilions restaurant with their huge selection of local, Asian, and western foods. Aji does a wonderful job taking care of everyone, making sure you are comfortable. Chef Endra took the time to explain Indonesian foods to me and prepared special local dishes each day. Ahmed (sorry if I got that wrong) at the juice station makes a very refreshing ginger juice blend, and anything else you like. The rooms are always perfectly clean, thanks Dika! Kevin and the team in the gym are great. It is a big fitness area with spa, pool, sauna, and jacuzzi. The Executive Lounge is like an oasis, very nice place to relax with breakfast, snacks all day, and a dinner service. Thanks to Tiara and everyone else in the Lounge, they are so nice and spoil you. Overall location is good as well. Near to downtown, old town, plenty of shopping and historic monuments. I will definitely stay here again next time I am in Surabaya.

Hotellet lå sentralt til, fin beliggenhet hvis man vil bo i byen

Rommet bar preg av å være litt gammelt. Doen var tett, så kunne ikke skylle ned papir.

Great location close by to the Tunjungan Plaza mall. Clean, soft and comfortable bed and room. The pool area is really cool and they had a kids jumping castle! Great gym with all the equipment you need. Felt like a very fancy hotel.

Good location and feel at home

some carpets in corridor and in the room are bad smell

Swimming pool was grear

All good

The team make me feel welcome cos its my birthday lots of love and birthday song too v v nice feeling. Breakfast was v good . Thank u

My comment is at the lounge is too little food choices and serve food cold .Expecially during Hi tea period .. its benefited to those guest that drink liquor only. Thank u

Good location near Tunjungan Plaza mall, you can walk 5 minutes to the mall compared to driving that can take 15-20 minutes depends on the traffic. Nita is really helped me a bunch during my stay by confirming and helping me to upgrade one of my room as Platinum Member. As Platinum Member I also have an access to their Premium Lobby. There is a renovation on the pool during my stay so I can't review. Overall, really love the hospitality and can't wait to stay again.

The floor staff is very helpful and some of them gave above and beyond service #Suhertanto, Sri, Fia, Ayu, Wachid, Agung. The breakfast was delicious and I enjoyed most of their local cuisines and desserts.

The room needs upgrading and a bit dusty on the table.

pelayaanan berkualitas baik, dan pilihan sarapannya sangat beragam dan enak

Breakfast is very delicious and we have so many choice

The overall room hygiene is quite good and the location is also great.

The hotel staff were quite indifferent. I had booked the laundry service, but my clothes were washed with color bleeding and they didn't even offer an apology or any remedial measures.

Everything the food the service the scenery

We liked everything

This was my last vacation of last year/beginning of this year and I just wanted to relax, this was the perfect hotel for that. I requested for a high-floor quiet room and they gave me the same. The location is in the heart of the city so everything is pretty easily accessible. There is a huge mall in walking distance, numerous restaurants. The staff are excellent especially at breakfast- Wachit, Agung, Indah, and Lidya were so wonderful and accommodating. They have like a hundred different items for breakfast, I stayed for so many days and still couldn’t try everything. I’m definitely 10lbs heavier. What a great stay.

Everything was excellent for my stay, I wouldn’t change a thing.

I had a truly wonderful stay at JW Marriott Hotel Surabaya — it’s one of the best luxury hotel experiences I’ve enjoyed in Indonesia. The hotel’s prime location in the heart of Surabaya’s business and shopping district made it incredibly convenient for exploring the city and accessing nearby attractions like Tunjungan Plaza and historic landmarks.  From the moment I arrived, the staff impressed with their warmth and professionalism. Everyone I interacted with was friendly, attentive, and genuinely eager to ensure my stay was comfortable — from the reception team to the restaurant staff. Many guests have highlighted the exceptional service, especially at breakfast and in guest areas, making the experience feel personalised and welcoming. One staff member has really impressed me by the name of Rafael. He is undergoing his internship and currently he is attached at the Executive Lounge. He has projected his utmost professionalism in handling the guest in the lounge and his hospitality has captivated me and won my admiration. Thanks to the Management who has given the opportunity to the students to expose in the real world. The rooms are spacious, clean, and beautifully appointed, offering a peaceful and elegant retreat after a long day of business or sightseeing. The hotel’s design blends classic comfort with modern convenience, and big windows with city views add an extra touch of luxury.  Dining here was a real highlight — the variety of restaurants on site, from international buffets to Japanese and Chinese cuisine, offered delicious and memorable meals throughout my stay. The breakfast buffet especially stood out with its wide-ranging options and quality offerings.  Beyond the rooms and dining, the hotel’s facilities — including the outdoor pool, fitness centre, spa, and concierge services — were excellent and added tremendous value to my visit.  Overall, JW Marriott Surabaya delivers a refined and comfortable stay enriched with outstanding service, great food, and excellent amenities. Highly recommended for both business travel and leisure visits to Surabaya!

Food quality - 100% (meats were hot!) and wonderful selection of deserts Entertainment - 100% Overall Security - 100% Management Performance - 100% Live Entertainment - 100% Overall satisfaction:100% "A cut above" "the rest" (!!) NOBODY WANTED TO LEAVE (unless they were exhausted!) Happy 2026!

Absolute five star. We stayed on the club floor and it had everything you’d expect from this brand. We only had one night in Surabaya and so glad we stayed here

JW Marriott Surabaya has long been our preferred address whenever we visit the city. We continue to be impressed by the culinary offerings across all outlets — consistently strong, well-executed, and complemented by the Executive Lounge, where every F&B presentation feels thoughtfully curated and of genuinely high quality. For this stay, we were delighted to receive a generous one-level complimentary upgrade from the Chairman Suite to the Presidential Suite. While the suite’s design remains tasteful and inviting, it is evident that the space has seen better days. We noticed visible wear and tear, along with a few features that were no longer functioning optimally. As with several other rooms we’ve experienced on the property, soundproofing was minimal, which affected the overall sense of comfort. From a hard-product perspective, the suite fell short of expectations. Service, though generally good, also felt somewhat impersonal for a Presidential Suite experience — a touch more attentiveness would have gone a long way in elevating the stay.

Het ontbijt was super

Zeer vriedemdelijk personeel

Niets

Great location in the heart of the town. Excellent and friendly staff

The windows are not really sound proof so the street noise filters in, particularly at night and early morning. Need more food / restaurant options

très bon restaurant

I usually write reviews when the experience is very good or very bad; and my recent stay at JW Marriott Surabaya has inspired me to write this review to commend them for their excellent service. I was in Surabaya for a business trip. While the property itself has a somewhat dated look in terms of architecture/design, it was very well maintained, clean and extremely welcoming. This is mainly due to the team, in fact all the different teams, who work there and provide excellent service for their guests! F&B service at the restaurant and cafe is warm and attentive. And I was delighted when me and my friends were hanging out at the pool (we were the only ones there due to the weather) when Mr Irfan Santoso's team from the health club kindly offered us complimentary drinks. It gives you a sense of the level of service the hotel provides! Kudos to the GM for leading such an outstanding team!

This is a fabulous hotel with extraordinary service. The hotel porters and reception staff welcome you warmly at the door. Ms Karen from reception management and the General Manager were exceptionally caring from the very beginning. The rooms are clean, tidy, and well maintained. The switchboard responds promptly, and the staff attend to any requests immediately. The sauna and jacuzzi facilities are outstanding, operated by professional staff, including Mr Kaven. The cleanliness throughout the hotel is maintained to a very high standard. I am not exaggerating—this is simply the reality of my experience.

Het eten was voortreffelijk. Ruime kamer (junior suite). Zwembad fijn (wel weinig bedjes voor zo’n groot hotel) en jacuzzi binnen. Leuke kidsclub en goede gym.

De manier waarop er bij de receptie omgegaan werd met onze reservering. Bij Booking.com kun je voor 3 personen inclusief halfpension reserveren. Het hotel gaf aan dat dit geldt voor 3 personen ontbijt en maar voor 2 personen diner. Hotel bleef volhouden en wij ook, uiteindelijk goed gekomen maar duurde erg lang. Later hebben wij dit gecheckt bij Booking.com en zij geven aan dat zowel ontbijt als diner voor 3 personen inclusief is. Er was geen communicatie tussen receptie en restaurant.

I had an absolutely excellent stay, truly 10 out of 10. Every department welcomed me with warmth, professionalism, and genuine care. Thank you to all Managers, Front Office, Back Office, GRO, F&B, Housekeeping, Concierge, and Lounge teams for creating such a memorable experience. AYS is the Best Department I want to highlight this clearly. AYS is the strongest and most outstanding department throughout my stay. To the amazing AYS family: Eka, Ferla, Tika, Ivana, Ari, Yanuar, Yudi, and Sandi. You handled every request with kindness, patience, and perfect efficiency. Your service made my entire stay feel effortless and comfortable. I appreciate each one of you so much. You truly set the highest standard of hospitality. GRO Team Thank you to Kiki and Nita. You were both incredibly kind and helpful, and your positive energy helped improve my mood during my post surgery recovery. Housekeeping Thank you for keeping my room clean and comfortable throughout my stay. Special appreciation for Agym, Dicky, and Lexy. Your attention to detail and consistency made the room feel refreshing every day. You are true experts in cleanliness. Concierge Thank you Pak Darsono for assisting with my luggage and greeting me with such warm hospitality each time. Your kindness made a strong impression. F&B Pavilion Restaurant Thank you to Bu Indah, Pak Suhartono, Lydia, and Pak Agung. Breakfast was always memorable because of your friendly and attentive service. You made every morning start beautifully. Executive Lounge Thank you to Eugine, Icha, Natalia, Cia, and Wira. Your service was warm, welcoming, and consistently professional. The Lounge felt like a comfortable home because of you. Every team member showed the true spirit of Marriott hospitality. And once again, I want to acknowledge the AYS team as the strongest department during my stay. I will definitely return and highly recommend JW Marriott Surabaya to everyone. Thank you for the unforgettable stay. ❤️

Everything was very good: staff, breakfast, parking g, room, bathroom...

Nothing

Excellent service from their friendly staff. Great selection of delicious local food for the breakfast. Great location and there is a shuttle service to the nearby malls. Great gym with jacuzzi and sauna. Clean and spacious room with all the necessary amenities.

None

Die Lage des Hotels ist durchaus zentral und war ideal für unsere Termine. Zimmer sind ausreichend groß und das Frühstück ist wirklich großzügig und International.

Check-IN es hat so lange gedauert bis das passende Zimmer gewählt war und das obwohl man erst am Abend angekommen ist. Badezimmer hat dann leider auch Schimmel in der Dusche und das Waschbecken ist bereits so abgewohnt, dass es Risse hat Die Zimmer sind leider mit einer solch schlechten Klimanlage ausgestattet, dass die Luft im Zimmer eher als "grenzwertig" zu bewerten ist.

I’ve stayed at this hotel on business trips for over the past six years. It has an excellent location, but unfortunately the service and customer experience has markedly decreased, especially in the past year. Food: The quality of food at breakfast is now poor- both in the Pavillon and executive lounge: it has got progressively worse on each of my recent stays. The other restaurants- the Chinese and Sushi - while excellent- are never available as advertised on the Bonvoy App: the restaurant may be advertised as “open,” but the reality is they are closed for private events. On my last trip, one Saturday, the pool area, along with both the Pavillon and Chinese restaurants were all closed for private events over the lunch period. It’s not that a restaurant gets rented out, it’s that the hotel allows so much of its property - services guests have paid and have an expectation to use - are rented out for private events all at the same time. It leaves the business traveler having very limited options. Rooms: The rooms have also decreased in quality: both from their cleanliness to the upkeep of the room’s. My local business clients and friends all describe the hotel as “old”, and they are correct. Some basic rooms have been renovated but the suites (executive and residential) are tired. My advice is book a basic room as it’s most likely to be update and have outlets that work. From the knowledge that I have, the decline is not the fault of Marriott itself, beyond a failure to conduct an unannounced inspection of the property in the past six months. Instead, the family who own the hotel- as is widely known in Surabaya society, all my business clients tell me it - are struggling, and want to sell the property, but so far have no buyers. And, this failure correlates with the steep decline in service, cleanliness, and general attention to customer experience at this property. It is unfortunate. As someone who travels over 50% of the time, the hotel is not worthy of the JW Marriott brand name. I hope Marriott act to protect their brand image and customer reputation by either removing this hotel as a JW Marriott property, or at the very least require the owner to spend the expenditures necessary to provide guests with a JW experience. Until then, as a business traveler who has stayed at this hotel a lot in the past- in my opinion, if you pay more than $90 for a basic room, you’re not going to get value for money.

Service is great!!

Nope