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Novotel Surabaya - Hotel & Suites Hotel 4 stars

Customer review rating 4.1/5 3,851 reviews

ALLSAFE approved hotel

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Novotel Surabaya - Hotel & Suites
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+ 22 Services

Hotel extras

  • Choose between rooms or independent bungalows

  • Fitness centre and basketball court

  • Family-friendly facilities and Kids Club

  • Western and local fare at Janggala restaurant

  • WiFi in rooms and communal areas

This hotel participates to Planet 21 and is acting in favour of Positive Hospitality.

Services in the hotel and nearby

Check-in from 14h00

Check out up to 12h00

Paying

Services and practical information
  • WIFI/Internet Access
  • Parking
  • Services for children
  • Air conditioned
  • SURABAYA JUANDA Paying
  • Languages spoken at the hotel
  • Reception open 24 hours a day
  • Dry cleaning / Ironing
  • Boutiques/shopping
  • Porter
  • Concierge
Leisure and activities
  • Swimming pool
  • Fitness centre
  • Well-being
  • Services for children
  • Outdoor tennis court
  • Other sports activities
Catering
  • Breakfast Paying
  • 1 Restaurant(s)
  • 2 Bar(s)
  • Room service
Business services
  • 5 Meeting room(s)
  • Conventions hotel
  • Web Corner on a Mac
  • Self service business centre
  • Copy/print service available

Hotel location

Novotel Surabaya - Hotel & Suites

Jalan Ngagel 173-175
60246 surabaya
indonesia

Tel: +62315018900

Fax: (+62)31/5019175

Check-in from 14h00

Check out up to 12h00

  • BUNGURSIH BUS STATION :  BUNGURASIH STN

  • BUNGURSIH BUS STATION. :  BUNGURASIH STN

  • By plane

    SURABAYA JUANDA At 20km / 12.5 miles - Shuttle paying

  • By train

    GUBENG At 3km / 1.87 miles

  • By train

    PASAR TURI At 10km / 6.25 miles

GPS :-7.296002, 112.742909

Your meetings and events

Meeting@Novotel, making your meetings a success. Whatever type of meeting you are organizing, you can optimize the chances of its success by benefiting from the Novotel networkOur years of experience have let us build a great expertise in meetings organization.

Room descriptions and layouts

5 

meeting rooms

From 1 to 350 

attendees

Configuration is not available for these requirements

  • Unsure of the capacity needed for your event?

  • This hotel is not suitable for your event?

    Look for another hotel

  • Convert different units of measurement and make organising your events easier.

  • Screen

  • Flipchart

  • Meeting room

  • Indoor and Outdoor facilities

  • Audio and video equipment

  • Podium

  • Lectern

  • WIFI access

  • Slide projector

  • Syndicate rooms

  • Overhead projector

  • Airconditioned meeting room

When organizing your meeting, the hotel will be happy to discuss the availability of its facilities and services with you.

Our accommodation(s)

Spacious, contemporary design and adaptable, the Novotel room is truly a place for living. Perfect for all your needs.

Our restaurants and bars

JANGGALA RESTAURANT

Type of cuisine: Barbecue

Dinning room

DAHANA LOUNGE BAR

BAR

Non contractual photo

  • Monday
  • Tuesday
  • Wednesday
  • Thursday
  • Friday
  • Saturday
  • Sunday

SPLASH POOL BAR

BAR

Non contractual photo

  • Monday
  • Tuesday
  • Wednesday
  • Thursday
  • Friday
  • Saturday
  • Sunday

Our guest reviews for
Novotel Surabaya - Hotel & Suites

100% genuine reviews from our guests

Find out more

ALL Rating 4.1/5

3,851 reviews

TripAdvisor Rating 3.5/5

1,073 reviews

Well Located

Customer review rating 4.0/5

Andi K. Couples - 30/08/2021 Confirmed reviews ALL

Everything OK....

Dear ANDI k., We very much appreciate your comments regarding your stay at the Novotel Surabaya - Hotel & Suites. 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, Ruzi Okta Febrian Room Division Manager

The staff is so helpfull

Customer review rating 4.0/5

Anonymous Friends - 27/08/2021 Confirmed reviews ALL

The staff is helpful... All is good except I should wear swimming pants to swim and I didn't even know it before my stay so I just bring my casual pants and I couldn't swim.

Dear R. RISKI, We very much appreciate your comments regarding your stay at the Novotel Surabaya - Hotel & Suites. 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, Ruzi Okta Febrian Room Division Manager

Beyond expectation

Customer review rating 3.0/5

Mukamat S. Couples - 13/08/2021 Confirmed reviews ALL

Strategis location, comfortable place, but not good at helping guest,need to improve service and manners

Dear Mr.MUKAMAT S., Thank you for taking the time to tell us about your experience at the Novotel Surabaya - Hotel & Suites. 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, Ruzi Okta Febrian Room Division Manager

Good stay

Customer review rating 5.0/5

Fatima T. V. K. Solo - 28/07/2021 Confirmed reviews ALL

Thank you very to all Novotel staffs, great service and really friendly

Dear FATIMA TUTIK VIA K., We very much appreciate your comments regarding your stay at the Novotel Surabaya - Hotel & Suites. 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, Ruzi Okta Febrian Room Division Manager

comfortable area

Customer review rating 4.5/5

Dedy P. P. Business - 08/07/2021 Confirmed reviews ALL

easy to reach

Dear Mr. DEDY PRAYUDANA P., We very much appreciate your comments regarding your stay at the Novotel Surabaya - Hotel & Suites. 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, Ruzi Okta Febrian Room Division Manager

Good place with a good view

Customer review rating 4.5/5

R. E. S. Couples - 06/07/2021 Confirmed reviews ALL

I stayed with my wife for two nights, just for a staycation. the atmosphere of the room is very calm and the green view is a relief and makes my wife feel comfortable. We like and are satisfied with the service and atmosphere there

Dear Mr. R Ekky S., Thank you has taking your time to share with us your experience during your stay at our Hotel Novotel Surabaya Hotel & Suite.We are glad to see your comment that was happy with our hotel room ambiance and green view from our landscape. We wish to see you very soon to stay back at our hotel on the next visit. Warm Regards, Ruzi Okta Febrian Room Division Manager

Good stay, nice place

Customer review rating 4.0/5

Mirda Families - 27/06/2021 Confirmed reviews ALL

Little bit noise.. I can hear people talk in front of or near my room.. Overall nice.. My 7 years old son want to visit there again

Dear MOCHAMMAD ROCHMAD H., We very much appreciate your comments regarding your stay at the Novotel Surabaya - Hotel & Suites. 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, Ruzi Okta Febrian Room Division Manager

Very Nice Hotel dan Good Place

Customer review rating 3.5/5

Arief Families - 22/06/2021 Confirmed reviews ALL

Environment : very Good Service and People : very Good Facilities : need improvement Swimming pool : need maintenance

Dear ARIEF R., We very much appreciate your comments regarding your stay at the Novotel Surabaya - Hotel & Suites. 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.Your comment about our pool need improvement and maintenance we will consider that comment but as you know we do maintenance with our pool regularly. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Ruzi Okta Febrian Room Division Manager

It was good Experience

Customer review rating 4.0/5

Cornelia Families - 02/05/2021 Confirmed reviews ALL

Improve the meal

Dear Mrs. CORNELIA ARIE W., We very much appreciate your comments regarding your stay at the Novotel Surabaya - Hotel & Suites. 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.Your feedback about our meal must be improve we will share to our chef to do some review. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Ruzi Okta Febrian Room Division Manager

Great stay!

Customer review rating 4.5/5

Nao Couples - 09/02/2021 Confirmed reviews ALL

Was a bit worried because I know Novotel Ngagel has been around for quite a long time. But it turned out to be beyond my expectation! The room was bright and clean, it looked modern, I love the little patio too. Didn't try the pool which was quite a bummer though. Staffs were helpful and very nice!!

Dear.KRISTIANI Y., We very much appreciate your comments regarding your stay at the Novotel Surabaya - Hotel & Suites. 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, Ruzi Okta Febrian Room Division Manager

Very quiet, comfortable stay, great breakfast

Customer review rating 4.5/5

Yudy T. Business - 03/02/2021 Confirmed reviews ALL

Eventhough this is an old hotel, i had a great experiences with the hotel property and the hotel staffs. The executive suite Room was very spacious, clean and well prepared. Breakfast was provided in-room. I could request many dishes, from fruit platter, main course, cereal, Joghurt, juice and many more. They fullfill everything according to my request. The staffs was very polite. Good job!

Dear YUDY T., We very much appreciate your comments regarding your stay at the Novotel Surabaya - Hotel & Suites. 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, Ruzi Okta Febrian Room Division Manager

Classic Hotel in the City

TripAdvisor rating 4.0/5

pengelanaj 07/01/2021 TripAdvisor review

Novotel Surabaya is well maintain hotel. If I am not wrong it has been operated since 1997. But the maintenance is considered very good. Room and lobby are convenience and clean, staff are kind and helpful.

Dear pengelanaj, I am happy to know that you like to stay at Novotel Surabaya Hotel and Suites! Its a compliment to get your great comment about our maintenance. We hope to have you again at the Hotel at your soonest time. Kind regards, Dona Yohana

Don't Stay in This Hotel

TripAdvisor rating 1.0/5

smgosyenanugerah 05/01/2021 TripAdvisor review

Not recommended, very bed service and very disappointing, because this hotel took unilateral action by blocking our room on the 3rd day so that we could not continue our remaining 2 nights stay at this hotel

Dear Bapak Sabar Marpaung, Thank for you for taking your time to share your disappointment during your stay in our Hotel recently. I found that you decided check out with unhappy feeling, I do apologize for the inconvenience occur. I understood your points via the letter which sent to me that I also had responded. We always try to extend our best service and make every guest feel welcome and having memorable experience with all flexibilities we can do. At the same time, we also commit to implement the government requirement which could not be adjustable. In this case we tried hard to get the Rapid / PCR test from you and family based on local government regulation during the year end festive holiday. Hope we could make your stay better in other time. Kind regards, Dona Yohana

Way below 4* par

TripAdvisor rating 1.0/5

YapDenny 28/12/2020 TripAdvisor review

Stayed with family for 1 night transit at Surabaya and surprised with room's dusty floor and garden/pool area with lots of malignant mosquitoes. My 2 little sons got huge bites on their faces and heads in an instant after a quick walk. In room complimentary water was using refill jug, and who knows whether it is cleaned properly. But the peak of all was the breakfast, all stations except main course (rice) are still self service, and being honest we felt very uncomfortable in the area looking at the standard given in pandemic era. Staffs looked lost and clumsy, although they seems experienced (judging by age). We ended up took the main course only, because of the protocol, but the fried rice clumped like lontong, only the traditional omelet tasted okay. We should have stayed here again on the return trip following week, but decided to cancel because of the terrible experience.

Dear YapDenny, Thank you for taking your time to share your experience at Novotel Surabaya Hotel. Please accept my sincere apologies that you were left the Hotel disappointed. I am very concerned to learn about your feedback regarding the cleanliness of the room's floor as well as some station at the buffet breakfast with unattended service. I will fix it accordingly to make sure all guests feel comfortable and safe. Regarding mosquitoes, we have increased the quantity of the Pest Control treatment such as fogging both inside and outside. However, due to the rainy seasons it could not help much. But for sure I will review again. I wish your recent stay would not dissuade you from staying with us again if you visit Surabaya in the near future. Kind regards, Dona Yohana

Low corona standars

TripAdvisor rating 1.0/5

andreasgid Family - 23/12/2020 TripAdvisor review

I'm not satiesfied with the service and corona standards. Reception work at check in and check out very slow. No service personal in the restaurant. Waiting time 15 min. We order pizza and tomato ketchup and get some what looks like tomato, but it was different kind of chillie sauce. I put in my and my sons pizza and realize it was wrong. We call the service, but the only comment was oh so sorry.No corona standards in the hotel. The entry shower made all your cloth completly wet, like rain outside.Peaple can enter the hotel without mask. At our arrival there was some meeting or party. No mask has been used in the lobby. The reception and bellboy just tell them, but not push that the getting conform to the safety standards. At check out date breakfast the was a married party ongoing. Photographers allmost sitting in our breakfast table and moving clisely around. Some of them without mask. We

Dear andreasgid, Thank you for considering to stay with us at Novotel Surabaya Hotel and sharing your feedback. I am sorry to learn that your stay was not meet your expectation. I had checked your feedback regarding the tomato sauce for your Pizza, and I confirmed that it was chilli sauce but indeed the color looks like tomato sauce, and we have now changed the brand of our Chilli Sauce into new one to avoid misunderstanding. Referring to your comment about "No Covid 19 protocol" implementation in the Hotel was a little bit strange, as we are certified and covid 19 protocol is a mandatory to be respected in out Hotel. We should not let anyone entering or walking around at our Hotel without mask. I believe you saw the family gathering who are taking pictures by taking out their mask during your arrival. We are all commit to avoid and anticipate the spread of the virus and it can not be tolerated. I will reassure that we have to be MORE bold on this rules. The rest of your comments about check in and check out process as well as the slow respond on service had been reviewed and fixed. Thank you for your understanding and hope to see you again. Kind regards, Dona Yohana

Good stay, refreshing moment, just lack of touch breakfast time

Customer review rating 4.0/5

David S. Families - 10/11/2020 Confirmed reviews ALL

Novotel Hotel & Suites is one of the best staycation and refreshing place in town. I love being there just spending time with my family. My only concern is just the breakfast, even in pandemic situation, but I believe Novotel can improve the experience, not just another room services.

Dear DAVID S., We very much appreciate your comments regarding your stay at the Novotel Surabaya - Hotel & Suites. 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 wish the situation getting normal then we will served the breakfast as usually. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Ruzi Okta Febrian Room Division Manager

Friendly Staffs

TripAdvisor rating 4.0/5

yolindar9 09/11/2020 TripAdvisor review

I stayed many times in this hotel but this time a bit special because it's my nephew Birthday and he always loves to swim there. Unfortunately the swimming pool was closed. But thank you for Mr Efan in front office for the cake for my nephew and also the concierge who escort us to the room Nelly.Moriesta.Riwut in F&B for being so friendly I would love to come back next year. And always in the same room :)

Dear Yolinda R, Thank you for your comment shared in this Tripadvisor. I am glad to know that you had nice experience during your recent stay and thank you for compliment given to our heartist member. We are looking forward to welcoming you again soon. Kind regards, Dona Yohana

Unpleasant Stay

Customer review rating 1.5/5

V. K. Families - 06/10/2020 Confirmed reviews ALL

I had an unpleasant stay at Novotel Surabaya Hotel. This is my second visit since almost 4 years ago. I used to enjoy stayed at this hotel at that time. During this pandemic, i went to this hotel, they didn’t have Greeter, nobody check our body temperature, so terrible! Also the receptionist i thought he was too old, not being responsive, it took a long long time to get our room done. He seems didn’t know much about the hotel. I have silver member accor plus, and i wish i can get the benefit of being accor plus member. The Room Service was uncontactable when i want to ordet food. Reception and operator also. Nobody answer my call. Dissatified about my stay, yess.. I wish this hotel can improve their quality.

Dear V. VINNIE, Thank you for taking the time to tell us about your experience at the Novotel Surabaya - Hotel & Suites. 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 are say thanks with your comment that our staff service is under your expectation and surely we will investigate to fixs it soon. 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, Ruzi Okta Febrian' Act Room Division Manager

Good value for money

Customer review rating 4.5/5

Yonto W. Families - 04/10/2020 Confirmed reviews ALL

Great stay, enjoyed the hospitality by the hotel team

Dear Mr. YONTO W., We very much appreciate your comments regarding your stay at the Novotel Surabaya - Hotel & Suites. 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, Ruzi Okta Febrian RDM Incharge

Incompetent Front Desk Officer. Poor & unfriendly service. Propertu poorly maintained

TripAdvisor rating 2.0/5

AlvinLie Family - 11/01/2020 TripAdvisor review

23 December 2019, 1445 Local Time, check in at Novotel Hotel & Suite Wonokromo for 6 rooms. Rooms were not ready. Had to wait for about 1 hour. Then the was told that I was given an upgrade as a compensation for having to wait. Please note that my membership status is Gold and I am normally qualified for Upgrade When Available. Not because I was made to wait for check in. 24 December 2019 check out. There was only 1 officer at the Front Desk. Her name was Jasmin. After surrendering the keys, I had to wait again as Jasmin instructed Housekeeping to check the rooms. As my family was getting ready to leave she told me that I have not paid for the rooms. I explained to Jasmin that I had made prepayment using my credit card when making the reservation. Jasmin insisted that I have not paid and she repeated that statement a few times. She was adamant that I have not paid. Jasmin claimed that my credit charge was to Accor Group and not to the hotel. I told her that if I pay again, there would be double payment for the same stay. So I ask to ask the the Back Office for more accurate information, but she refused. Kept insisting that I have not paid. Jasmin went on to say that my credit card charge during reservation was to Accor Group and that Accor Group has not made any payment to the hotel I could not tolerate any longer. I told Jasmin that what goes on between Accor Group and the Hotel is none of my business. I told her to go ask the Back Office to find out clear, accurate information. She then went to the Back Office which was just on the opposite side of the wall. Moments later she returned and said, "Never mind, you may leave" To which I replied: "What do you mean by 'Never mind, you may leave'? Be clear. I don't want to be seen as if I was at your mercy. You let me off without paying" Jasmin then said:"Yes you have paid" without apology and without the slightest hint of regret. The WORST SERVICE in all Accor Hotels I have stayed in. Highly UNRECOMMENDED

Dear Alvinlie, Thank you for sharing your feedback about our Hotel and I personally would like to apologize for the unexpected experience you faced. I have checked the chronology with our in-charged team member from your checked-in until checked-out time. I consider your input as our main concern to review our the procedure to deliver better service to all of our guests. Regarding your comment about the payment term, I admit that become our SOP to do the settlement upon the guest check in, with the presence of the physical credit card (even though the payment term for reservation made as prepaid payment). This procedure is implemented to avoid the fraud of usage of the credit card. However in this case, I feel sorry that Jasmin could not be able to explain properly the reason why. "To do apologize is the DNA for all of Hotellier or anyone who work at hospitality industry whether we are wrong or not. Therefore, I am pretty sure Jasmin did apologize to the person who deal with her upon checked out (a matute woman), and you probably were not around by that time. Thank you in advance for your understanding. Should you have any other detail information that you would like to share with me, kindly drop me message at gm@novotelsurbaya.com With kind regards, Dona Yohana General Manager

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