JW Marriott Hotel Surabaya

Indonesia , Surabaya
SURABAYA, Jl. Embong Malang, 85-89
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100 reviews shown

10/10

Exceptional

10 Mar 2026

Guanghui

Staff were super nice and helpful. I cannot remember the front desk manager name, she got my room upgraded and made the check in so smooth. Ezzi front desk manager, and Hari duty manager were very helpful in my checking out. I stayed at the hotel many times, will stay again.

Business

10/10

Exceptional

31 Aug 2025

Monica

Hospitality at its finest!!!

We all are very impressed with how well the hotel is run. Among 5-star hotels in Surabaya and Jakarta, this hotel is the best and service truly stands out.

Room service was prompt and courteous, the Executive Lounge offered excellent food, drinks, and personalized attention, and breakfast at the Pavilion was outstanding.

Friends_and_family Family

10/10

Exceptional

23 Mar 2025

Guanghui

Enjoy the stay at JW Marriott Surabaya

I enjoyed my 3-day stay at JW Marriott Surabaya, staff was super nice. Kiki at Front Desk made my check in super easy and smooth, and Andyta, Putri, Oliv and Bima at lounge made me feel at home, they remembered all my favorite drink and foods. I appreciate their care and attention.

Business

10/10

Exceptional

21 Mar 2025

Verified traveler

Excellent stay

Service is excellent from front desk team, to F&B Pavillion, especially ( Bu Indah / Greeters, Pak Wachid / guest relation, and Bu Atik / Kitchen, and of course the rest of the teams too ). Memorable stay.

Friends_and_family Family

10/10

Exceptional

09 Mar 2025

Anshul

Amazing hospitality

One of the best Marriott property I have stayed. Amazing hospitality right from check in to check out including reception staff, housekeeping, restaurant and fitness center.

Partner

10/10

Exceptional

22 Feb 2025

Robert

This hotel was recommended to me. I got a good rate and the propery pitures looked good. From the moment i walked in it was obvious this was a quality hotel. Top quality service from start to finish. I was offer an upgrade for $50/night, i decided to take it since i was only staying 2 nights. I'm not sure but i believe my room was better, i used the executive lounge which i really enjoyed. The fitness centre i didn't use but i should've. I can't say enough about the staff. The hotel will even offer a take away breakfast if you asked.

Business Self

10/10

Exceptional

11 Nov 2024

Lynn

The JW never disappoints. From the pick up to the drop off we were impressed. The check in was easy and the employees could not have been more helpful. The room was huge. We had a fabulous dinner at Uppercut which is deserving of all its awards. Fabulous all the way around.

Partner

10/10

Exceptional

15 Sep 2024

Kathy

We only spent one night and could not explore the area but it looked lively and fun

10/10

Exceptional

10 Sep 2024

Dona

Great service by Sri.

Business

10/10

Exceptional

02 Jul 2024

Manou

Lovely stay and they have a kids club and a spa

10/10

Exceptional

01 Jun 2024

Eloise

Great hotel

The hotel was amazing! Our room was huge with great facilities. The staff were helpful and friendly. The room service was great but very expensive

Partner

10/10

Exceptional

19 Apr 2024

David A

Most likely incredible staff

Business_and_leisure Self

10/10

Exceptional

13 Apr 2024

Vincent

Great hotel! But with cigarette smell in our room

In general, the hotel was nice. The staff were attentive and the service was excellent. Good selection of local cuisine at breakfast which we enjoyed. Only issue was the periodic smell of cigarette smoke in our room even though our room was a non-smoking room. This could have come from either the aircon vents or the service stairwell which was directly opposite our room.

Partner

8/10

Excellent

13 Apr 2024

Restu

the team need to have more knowledge on the VIP Access perks and benefit as it is a quite important key factor for the VIP travelers, other than that our stay is pretty okay.

Leisure Family_with_children

8/10

Excellent

07 Mar 2024

Chi Hoi Raymond

Provide me the early check in while available room, which was helpful.

Business_and_leisure Partner

10/10

Exceptional

04 Feb 2024

Jacqueline

Excellent service and good food ie. Imari and Pavilion

Friends_and_family Family

10/10

Exceptional

27 Jan 2024

Christopher F

Great service, very clean, nice fitness room.

Leisure Self

10/10

Exceptional

02 Aug 2023

jin

excelent

Leisure Family

10/10

Exceptional

15 Jun 2023

Mehran

Excellent service and staff

Leisure

10/10

Exceptional

16 May 2023

Paul

A very good place to stay in Surabaya

Business_and_leisure Partner

10/10

Exceptional

01 May 2023

rusiani

Staffs are fantastic, friendly and very helpful as well as accommodating

Leisure Self

8/10

Excellent

01 May 2023

Verified traveler

Just average

Stayed one night at the deluxe room with city view.The room was average. Carpet floor looks old and need upgrade. Bed mattress were not in great condition. AC was not cool enough, they ended up sending technicians to fix it. Definitely an old hotel that need new touch up.
Liked their marble bathroom and really enjoyed the food at the Pavilion restaurant. Waiters at the Pavilion were super friendly. Overall, it did not meet the standard to be called a 5 stars hotel.

Partner

10/10

Exceptional

23 Mar 2023

Ivan

Great service by the hotel’s staff and friendly too. The hotel is located at a great location.

Leisure Partner

10/10

Exceptional

30 Jan 2023

Jacqueline

Had an enjoyable stay and would highly recommend the hotel & its facilities!! Excellent service & good food especially at the Pavilion & Imari. Staff were genuinely hospitable and make it all the more memorable overall. Many thanks to Yuyan, Ikbar, Fiki & Samsul!

Self

10/10

Exceptional

07 Jan 2023

johannes

The staff was very friendly

Business_and_leisure Family

10/10

Exceptional

01 Jan 2023

riccy

Best hotel

Leisure Family_with_children

10/10

Exceptional

13 Nov 2022

Cecilia

Excellent Stay!! The staff were outstanding. I was impressed with this hotel on how well the staff were trained. The staff remembered what we liked and our preferences. All our needs, met with a smile. We stayed for a week and literally were treated like royalty. The head chef and sous chef visited us daily for breakfast with different items to try. The buffet breakfast here is outstanding. Not just a continental but a full brunch style buffet. Delicious!

We tried the other restaurants as well. We liked the Chinese restaurant and new bakery especially.

We had massages at the spa and it was wonderful.

Would definitely stay there again!

Leisure Family

10/10

Exceptional

25 Oct 2022

Air

breakfast is great and the staff are all friendly and helpful

Leisure Friends

10/10

Exceptional

13 Aug 2022

Michael

Staff worked hard to make you welcome. Room was of high quality

Leisure Partner

8/10

Excellent

29 Jul 2022

Verified traveler

The bed is not so comfortable compared to other same star rating hotels. The room can be updated so that it’s a bit more brighter and not so dark.
Upgrade was not offered even-though it is one of the perk from hotels.com as the gold members.

Friends_and_family Family

10/10

Exceptional

13 Jul 2022

Farida M

Home away from home

This particular hotel had the most covinient entrance. People are so kind, respectful,super grateful. I feel at home in their room, the standard is 450sq ft. bigger than other 4/5 * hotel. Yuli and Manto were friendly housekeepers. I will always comeback to this older hotel, spacious and lively.

Friends_and_family Family

8/10

Excellent

25 May 2022

Andrew

Consider Club Lounge to avoid over crowding

The Club Level upgrade seemed worth the extra cost, as the lobby and breakfast services were quite crowded.

Partner

10/10

Exceptional

09 Mar 2022

Larry P

The service puts this hotel a step ahead

Great service staff, helpful and very welcoming. Room was in good condition, good bed, no issues. They left some nice treats from their bakery also. The location is within walking distance of the big Tunjungan Mall and there is a convenient place for getting an antigen or pcr test close by.

Self

8/10

Excellent

25 Dec 2021

Verified traveler

good

the service is good but the hotel overload base on opinion and the room too nousy from other room

Friends_and_family Family

10/10

Exceptional

09 Aug 2021

Verified traveler

Great location, nice staff, beautiful rooms

Leisure

8/10

Excellent

03 Jan 2021

Verified traveler

Pelayanannya memuaskan. Semuanya bagus.
Saya mendapat upgrade ke kamar executive, karena saya minta untuk diberikan kamar di Lantai Atas.
Hanya saja, kasurnya kurang bagus untuk ukuran hotel sekelas JW Marriot. Kasurnya kempes.
Mohon agar diberikan ep

Friends_and_family Family

10/10

Exceptional

21 Nov 2020

GARY

The best in Surabuya

The second time at the JW Marriott Surabaya
Exellent experience wow
At check in the receptionist was very nice
And gave me a corner loft wonderful room
It was spacious and comfortable
The staff was extremely polite
All of the time
i paid 63 USD including breakfast
So the room was only 30 USD
because breakfast is expensive
Wonderful value
Very nice garden and pool
The hotel is set alone in its own grounds
In the big city of Surabaya
10 out of 10 for everything 100%
I recommended the hotel

Self

10/10

Exceptional

12 Jul 2020

Verified traveler

Excellent hotel, had an issue with a glitch in the [email protected] auto-booking and auto-cancellations emails. Hotel was patient and kind enough to fix the issue.

Leisure Self

10/10

Exceptional

01 Apr 2020

Verified traveler

Excellent staff doing a great job, the hotel holding up good in those challenging times

10/10

Exceptional

03 Feb 2020

Verified traveler

best service. center location, clean and comfortable. very enjoyable stay.

Friends_and_family Family_with_children

8/10

Excellent

16 Jan 2020

Verified traveler

It is a bit old but still ok. Would be better if they could renovate it.

Friends_and_family Partner

8/10

Excellent

13 Jan 2020

Verified traveler

Centrally locates 5* hotel. Bed is comfy and room is spacious. Lots of amenities in the bathroom. Can’t fault it.

Leisure Family_with_children

4/10

Poor

05 Jan 2020

Verified traveler

What I didn't like was the lack of communication to guests. Due to new year's eve celebrations the ballroom entrance was used as the hotel's entrance instead without any prior notification so it confused guests and drivers. Then there was a shuttle service which we weren't even aware about. We stumbled on it by chance. On checkout they then moved the reception to a makeshift one located at the ballroom again without notifying guests. Only a small sign was put up to redirect guests to the makeshift one. It wasn't at all a pleasant experience staying here. The lobby was chaotic, reeked of cigarette smoke, and the overall flow is haphazard. This puts the JW Marriott brand to shame!

Business_and_leisure Family

10/10

Exceptional

25 Dec 2019

Fuad

r staff smiling people

Amazing stay very friendly staff best service delicious breakfast friendly staff working in breakfast very clean big rooms size I would different stay there again

Business

10/10

Exceptional

25 Dec 2019

Putri

Great service

Business Partner

10/10

Exceptional

22 Dec 2019

Verified traveler

It was a wonderful one night stay...every thing is nice...fr the service to the accommodation to the facility. The security was very tight though...
Only one thing...since it is Muslim friendly...given sejadah in the room...it will be even more convenient and nice for us Muslim to have a tap for abulation..not using the shower or going in the tub for it...thank u.

Friends_and_family Friends

10/10

Exceptional

08 Dec 2019

Verified traveler

The service was excellent. Allowed a late checkout at 4pm and even surprised me with a cake knowing it was my birthday

Leisure Friends

10/10

Exceptional

27 Sep 2019

Siew Ley

Service very good and excellent breakfast

8/10

Excellent

17 Aug 2019

Xuefeng

Membership points/discount

Membership number does not link to the booking if you didn't book directly with the hotel. No award points, and can not directly get any members discount when send in the hotel. Suggestions:hotel should give award points even people did not book directly, as we will still choose the hotel when compare with other hotels.

8/10

Excellent

12 Aug 2019

Verified traveler

We thoroughly enjoyed our recent stay at the hotel. Superb location with friendly and helpful staff. Excellent breakfast buffet spread.

Family

10/10

Exceptional

29 Jul 2019

Irene

Excellent

Best hotel I ever stay, service and security was excellent, staffs was very friendly and helpful. Can get great Sunset and sunrise view. Breakfast was yummy with lots of choices. Will come back again

Friends

6/10

Pleasant

09 Jul 2019

Verified traveler

Service needs to be improved

Service at Lobby lounge is slow. Ordered finger food around 2130hrs and it takes near to an hour before it was served.

6/10

Pleasant

07 Jul 2019

Steven

Refurbishment

The hotel needs refurbishment badly; everything is old & worn out.

10/10

Exceptional

04 Jun 2019

asnah juliati

a home away from home in surabaya

i have been staying here since 15 years ago.
the one and only marriott surabaya.
the only place you can get if you wanna have the best of the best of the best for your stay on whatever reason of you visit'
as i said since the past 15 years,
this is a home away from home!

10/10

Exceptional

29 Apr 2019

Verified traveler

Breakfast was about 90% over priced But of good quality

Leisure Self

8/10

Excellent

22 Apr 2019

Verified traveler

Staffs are very friendly, though one at the gym was not. Some amenities are not available in room e.g. hairdryer. But the room service is helpful and prompt. If you rather have easy access to Tunjungan Mall, better stay at Sheraton

Friends_and_family Partner

8/10

Excellent

22 Apr 2019

Awang

Should have choices of pillow..soft and hard

Leisure Partner

8/10

Excellent

17 Apr 2019

Verified traveler

The building condition is kinda old. I think it's time for the hotel management to consider renovating it to attract more guests. Clealiness is good, housekeeper did a great job.

8/10

Excellent

03 Apr 2019

Mohd Yusof

I stayed at room 1611 and the bed was not comfortable. Overall good

Partner

10/10

Exceptional

02 Apr 2019

AJB

This hotel is a bit older, but clean and in good condition and good location.

Business Self

10/10

Exceptional

24 Mar 2019

Verified traveler

awesome overall. great stay. I will be back soon. Many of us enjoy the clean hotel and the staff are helpful and well manner

Leisure Family_with_children

2/10

Poor

21 Mar 2019

Verified traveler

Bad.. staff and service is very bad. Will not be back

Family

6/10

Pleasant

14 Mar 2019

Verified traveler

I was woken by religious chanting at 4am in the morning for 2 nights,

Business

10/10

Exceptional

25 Feb 2019

Verified traveler

A perfect stay you could ever ask for

As I was planning to celebrate my anniversary day, I really wanted to create a surprise and special one for my spouse. In my mind, Marriott has always come up first for any special occasion that requires the true 5-star standard. If they can't/don't/wouldn't do it then nobody else can/would.

Lo and behold, they really did it above and beyond my expectation. They gave us room with the best view we could ask for and decorated it with roses on the bed and bathtub and cute towel folding.

It didn't stop here, I had made a dinner reservation at Vis-à-Vis restaurant downstairs and they really gave us special treatment. The food and service was top notch! Shout to Ms. Erna.

Our stay was capped with the buffet breakfast at the Pavilion restaurant. I love all the dishes I tried there. The manager even made an effort to greet each table. He also happened to be at some of stations I came by and explained the dishes very well too.

- The bed and pillows were very comfortable.
- The room was pretty big.
- The linens were clean and crisp.
- The bedroom and bathroom were very clean.
- The extra decoration and welcome snack were nice touches.
- The expansive city view from wall to wall was amazing.
- The service from all staff was very courteous.
- The hotel location is right smack in the middle of city center surrounded by shopping centers.

All of these really made my surprise night for her a reality effortlessly!

Partner

10/10

Exceptional

13 Feb 2019

CHIA

Excellent

Excellent

Family

8/10

Excellent

22 Jan 2019

Verified traveler

Location,friendliness and reasonable price although bit crowded since many wedding venues on last weekend

Friends_and_family Family

10/10

Exceptional

15 Jan 2019

Yoka

The interior a bit too old, I think you should consider a renovation

Partner

10/10

Exceptional

06 Dec 2018

Verified traveler

Hotel staffs were friendly and helpful. The room was clean and the staffs made sure I had everything I need. The experience was great. I would recommend this hotel to everyone.

8/10

Excellent

19 Nov 2018

Verified traveler

Good economical 5 star hotel close to major shopping centre in Surabaya. All service staff made their best efforts to help me.

10/10

Exceptional

30 Oct 2018

SOK CHAN

Nice Hotel

Hotel location was good, we stay 2 nights at surabaya for business trip, we highly recommended this hotel.

10/10

Exceptional

24 Oct 2018

Great hotel, fantastic breakfast selection, good location and friendly staffs

6/10

Pleasant

24 Oct 2018

Chris

The room i was in looked as though it had not been high dusted in months. You can see the dust hanging off the ledges. Bathroom shower grout was coming up in chunks, bathroom wall near toilet could use a little TLC because it looked like someone blew there nose and it was hard on the wall. Also the air conditioning would not get the room cold like it used to in the past when ive stayed at the Marriott.

Spending the extra money for the room upgrade was not worth it. Last time my wife and i had food poisoning from the buffet dinner and this time the room was far from what the hotel used to be. Sorry to say this will be the last time i stay with the J.W. Marriott. Staff supervisor or managers need to do there rounds more and check rooms that are empty and make sure they are cleaned properly.

8/10

Excellent

20 Oct 2018

Adam

Good staff members

Those people makes your stay even more wonderful. The location , is not as close to the nearest mall, shuttle service is provided anyway.

8/10

Excellent

11 Oct 2018

Verified traveler

Service is at excellent level but breakfast was a let down as quality of food needs to be improved.

10/10

Exceptional

09 Oct 2018

Willy

Great staff, lovely pool, amazing breakfast buffet

Staff are most helpful; the pool is a must for those hot Surabaya days. If possible, get breakfast included in your room rate. They offer the biggest variety of western and eastern food choices for breakfast, including traditional Indonesian foods, classic western breakfast items (e.g. pancakes, cereals, eggs, mushrooms, tomatoes), pastries, assortment of freshly baked breads, donuts, smoothies, donuts, ice creams, sushi, and more! It's amazing!

10/10

Exceptional

02 Sep 2018

John

Great comfy please in the busy Surabaya city

8/10

Excellent

25 Aug 2018

Verified traveler

Excellent buffet

Scrumptious buffet but massage was not good, didn't feel anh relief of tension at all after 1.5hr session. Concierge staff were helpful. Lounge staff were very polite. Housekeeping staff were meticulous and praiseworthy.

6/10

Pleasant

22 Aug 2018

Ruth

Improvement

Need to renovate or change new furniture. The water moving slowly in a basin. If I switch off the floor light, the bath room light will auto switch off.

Friends

10/10

Exceptional

21 Aug 2018

Dhilip

Very central, very clean and Spacious Rooms.

Very central, very clean and Spacious Rooms. Well built and designed. Food thumbs up.

10/10

Exceptional

04 Aug 2018

Jeremy

Very nice hotel w friendly and courteous staffs!

Staffs are very courteous and friendly! Would like to specially mention Hari from the executive lounge who went the extra mile to take care of our needs! Much appreciated, thank u!

8/10

Excellent

28 Jun 2018

Dika

Nice place to stay

Nice, wide, clean and comfort room in a good location with good breakfast and supported by nice staffs

8/10

Excellent

17 Jun 2018

Manuel

it's a bit outdated building, however its a well maintained property. Swimming pool areas need more lighting at night. Love the gym and the jacuzzi. Near malls and they provide free shuttle service.

Family

10/10

Exceptional

06 Jun 2018

Verified traveler

Great location, staff and experience

From the greeting walking in the door, to room service. Overall experience was great. Food and service in executive lounge was fantastic allowing me to be particularly productive, and the outdoor pool was quiet and refreshing. Would definitely stay again if I return to Surabaya.

10/10

Exceptional

31 May 2018

Doris

Great place to stay

Clean and good service! Staff were very helpful and attentive!

Family

10/10

Exceptional

28 May 2018

Alicia

Good location with privacy

5 mins to Tunjungan Plaza, 10mins to the famous President Ayam Goreng stall. Location is perfect with some privacy. Most connected to any malls but yet the largest mall is within 5 mins walk.

This is my second time staying in this hotel. It did not disappoint me. In fact, the staffs even help to decorate the room for my fren’s birthday surprise. I’m thankful for the extra mile they went.

From the moment you step into the hotel, you will be warmly greeted by the security to the reception. The whole check in process is smooth. However if you are booking via Expedia or any third party agent, it will be better if you email the hotel directly with the booking number if you have any specific requirements like double bed or king bed, high floor and so on.

Room was pleasantly nice. The room is spacious and cozy. I love the bathtub. It was clean and inviting. The housekeeper did a good job of maintaining the room. Thumbs up to them.

Breakfast was a spread. From international to local food. It was pretty worth the money.

I will definitely stay in JW Marriott if I go back Surabaya. Thanks for making the stay wonderful.

10/10

Exceptional

01 May 2018

Daniel

Good ambience. Atmosphere perfect. Staff good PR.

It's wonderful stay here.. Wide choice for breakfast. The coffee house extension gives a green house feeling. I give 100% score for this hotel!

10/10

Exceptional

16 Apr 2018

jimmy ng

Lovely hotel, friendly staff

Good ambience at the lounge bar. Hotel is comfortable and clean. The restaurants there (Tang Palace and Imbari) both serve vegetarian dishes that I require.

8/10

Excellent

02 Apr 2018

floyd

good for family holiday. kid friendly, conveniently located for shopping

10/10

Exceptional

26 Mar 2018

raymond

Very nice hotel

It is very nice hotel, the room was amazing and the breakfast buffet was simply amazing, and the staff was very polite, friendly and very quick in helping with check in/out process. I will be back for sure

10/10

Exceptional

21 Mar 2018

Siti Tahar

I love to stay in this hotel. Overall the service is excelent .

10/10

Exceptional

10 Mar 2018

So Ping

JW hotel will never disappoint us

We stayed at the executive floor and our room was arranged at the corner so we had a wider city view to enjoy, the room was very spacious, the bed was very big n comfy but the pillow was too soft which was the only flaw. We went to the French restaurant for dinner, the foods and the service were amazing especially the lobster we ordered. At the end of the dinner, we had 2 desserts complimentery by the chef. Overall we had a very pleasant stay!!

Family

8/10

Excellent

25 Feb 2018

Verified traveler

We always stay at The JW Marriott if we visit Surabaya and it had never changed and maintained it ratings as the best bank overall...

Partner

10/10

Exceptional

23 Feb 2018

ying

close to shopping mall and tourist attraction

Hotel is pretty central located to a big shopping mall and a tourist attraction. The Chinese Tang restaurant serves good Chinese food .

10/10

Exceptional

20 Feb 2018

Jeffry

Trans Java trip and staying 2 night at JW Marriot

it was nice and wonderfull to stay in jw marriot surabaya, the breakfast corne is amazing, they have upgraded the area and choices of menus is added. one thing need to be repair is the sanitary hardware. the hardware(knop) is easy to lose from its place. everything else is perfect

Family

10/10

Exceptional

05 Feb 2018

Shah

excellent stay in the centre of surabaya

Upon arrival, I was greeted by a lovely staff dressed in traditional costume, who ushered me directly to the reception counter, while my luggage was handled by a dedicated staff. Check in was quick and the whole formalities took less than 5 minutes. Room amenities are excellent and well-appointed with magnificent view of Surabaya city and the nearby port. Breakfast selection change on daily basis and the waiter and chef take time to explain the delicious traditional delicacies.

A truly memorable stay

6/10

Pleasant

03 Feb 2018

Verified traveler

Not to far from SOGO

Very nice staff. Polite and helpful. Easy taxi service and free shuttle to Sogo Mall.

10/10

Exceptional

30 Jan 2018

Verified traveler

Beautiful hotel

Great place to stay in Surabaya.
It has a great selection of eateries.
The lounge near the entrance is a nice place to relax and hangout.
The staff are very gracious.
I would definitely stay there again.

10/10

Exceptional

27 Jan 2018

HENRY

It was great experience

10/10

Exceptional

11 Dec 2017

Verified traveler

Excellent place to stay, walkable to the biggest mall in Surabaya. convenient. great security at the doors too.

Partner

10/10

Exceptional

01 Dec 2017

DonIta

Pleasure to stay

I have stayed at Marriott SBY a few times and not once i have been disappointed.
Service is excellent, food very tasty and room extremely comfortable.
We will be back again when we are back in Sby.
Keep up the good work.