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Reviews of Ascott Waterplace Surabaya

4.5 out of 5
Ascott Waterplace Surabaya
Tower D1 Jalan Pakuwon Indah, Lontar Timur Kav 3-5, Surabaya, East Java

Reviews

8.6

Excellent

Rating 10 - Excellent. 46 out of 92 reviews" "
Rating 8 - Good. 31 out of 92 reviews" "
Rating 6 - Okay. 8 out of 92 reviews" "
Rating 4 - Poor. 4 out of 92 reviews" "
Rating 2 - Terrible. 3 out of 92 reviews" "

8.8/10

Cleanliness

8.6/10

Staff & service

7.6/10

Amenities

8.6/10

Property conditions & facilities

2.0/10

Eco-friendliness

Reviews

8/10 Good

Jackie Wai Yip

Liked: Cleanliness, property conditions & facilities
Stayed 4 nights in Aug 2023
Response from Monica.S on 1 Oct 2023
Dear Mr. Jackie Wai Yip,Thank you for staying with us and share your recent stay experience at Ascott Waterplace Surabaya. It is very encouraging for us to know that you had delightful moments during your stay and most importantly that you felt home-away-from home. We look forward to welcoming you back at Ascott Waterplace Surabaya.Yours sincerely,Monica S/ Asst Guest Service Manager

8/10 Good

John

Liked: Cleanliness, property conditions & facilities
Stayed 2 nights in Sep 2023
Response from Monica.S on 6 Sept 2023
Dear John,Thank you for staying with us and share your recent stay experience at Ascott Waterplace Surabaya. It is very encouraging for us to know that you had delightful moments during your stay and most importantly that you felt home-away-from home. We look forward to welcoming you back at Ascott Waterplace Surabaya.Yours sincerely,

10/10 Excellent

Nicholas

Liked: Cleanliness, property conditions & facilities
Stayed 4 nights in Aug 2023
Response from Monica.S on 9 Aug 2023
Dear Mr.Nicholas,Warmest Greetings from Ascott Waterplace Surabaya!Thank you for taking the time to share your stay experience at Ascott Waterplace Surabaya!It is very encouraging for us to know that you had several delightful moments during your stay and most importantly, that you felt home-away-from-home!We are happy to have met your expectations in service and quality standards and receiving such positive feedback from our guest motivates us to further improve our commitment to delivering good service.We thank you again for your valued patronage and look forward to welcoming you back at Ascott Waterplace Surabaya.SIncerely yours,Monica/AGSM

10/10 Excellent

Ade

Travelled with family
Liked: Cleanliness, room comfort
Very well set out accommodation.
Stayed 3 nights in Dec 2022
Response from Monica.S on 3 Jan 2023
Dear Ade,Highly appreciated for your feedback. Look forward to welcoming you again at our serviced residence and hope to serve you better. Best regards, Monica S, Asst. Guest Service Manager.

8/10 Good

Panji

Travelled with family, Travelled with family and small children
Liked: Cleanliness, amenities, property conditions & facilities
Very good location and walking distance to the Pakuwon Mall. We stayed at the Executive Room 2 Bedroom Apartment and it was spacious and very comfortable. I think the only downside was that the second room did not have a TV inside, as kids should be able to enjoy some entertainment at the room if they like to relax. Everything else is convenient. Will stay here again sometime for sure.
Stayed 1 night in Sep 2022
Response from Monica.S on 18 Oct 2022
Dear Mr. Panji, Warmest greetings from Ascott Waterplace Surabaya. Thank you for your support to Ascott Waterplace Surabaya and highly appreciated for your feedback. We look forward to welcoming you back again at our serviced residence. Best regards.

8/10 Good

stephanie

Business traveller
Liked: Room comfort
Stayed 3 nights in May 2022

10/10 Excellent

Verified traveller

Business traveller
Liked: Cleanliness, room comfort
Everything is amazing, staffs are super helpful
Stayed 2 nights in Oct 2021
Response from Nany S on 19 Nov 2021
Thank you for your support to Ascott Waterplace Surabaya! Highly appreciated for your feedback. We look forward to welcome you again at our serviced residence. Best regards,

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great Hotel
Excellent Hotel stay at Ascott, great location near to mega shopping centre, limited choice of breakfast buffet spread.
Stayed 3 nights in Dec 2019
Response from Nany S - Manager on 28 Apr 2020
Thank you for your support to Ascott Waterplace Surabaya. Highly appreciated on your feedback. We look forward to welcome you again at our serviced residence. Best regards,

8/10 Good

ANNIE

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Nov 2019
Response from Nany S - Manager on 28 Apr 2020
Thank you for your support to Ascott Waterplace Surabaya. Highly appreciated on your feedback. We look forward to welcome you again at our serviced residence. Best regards,

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Each room is a complete suite with Kitchen, and clothes washer dryer. The living room is comfortable.
Stayed 3 nights in Nov 2019
Response from Nany S - Manager on 28 Apr 2020
Thank you for your kind support to Ascott Waterplace Surabaya. Highly appreciated on your feedback. We look forward to welcome you again at our serviced residence. Best regards,

4/10 Poor

Verified traveller

Stayed 3 nights in Aug 2019
Response from Nany S - Manager on 28 Apr 2020
Highly appreciated on your feedback. We apologized for any inconvenience caused. We look forward to welcome you again at our serviced residence. Best regards,

10/10 Excellent

JUNGGWON

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in May 2019
Response from Nany S - Manager on 28 Apr 2020
Thank you for your support to Ascott Waterplace Surabaya. Highly appreciated on your feedback. We look forward to welcome you again at our serviced residence. Best regards,

10/10 Excellent

NG PENG

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Aug 2019
Response from Nany S - Manager on 28 Apr 2020
Thank you for your support to Ascott Waterplace Surabaya. Highly appreciated on your feedback. We look forward to welcome you again at our serviced residence. Best regards,

10/10 Excellent

Serene, Singapore

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The location is superb convenient. Quick check-in. The apartment is clean and beautiful. Friendly staffs, Good continental breakfast. Downside - Kitchen does not provide kitchen towel so we have to use hand towel from bathroom. Lack of body lotion, did not replenish bath lotion & shampoo
Stayed 2 nights in Aug 2019
Response from Nany S on 7 Aug 2019
Dear Serene, Thank you for taking your time to share your stay experience. Your feedback had been shared with our General Manager and his team for our further improvement. Highly appreciated for your kind feedback and we look forward to welcoming you again at Ascott Waterplace Surabaya. Best regards,

8/10 Good

DianaFoo

Travelled with partner, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff at the reception are all very friendly and efficient. This is probably the 4th time that we have stayed at Ascott Waterplace Surabaya, it never failed to please us. Our friends are also very happy with the size of their apartment. Thanks.
Stayed 3 nights in Jul 2019
Response from Nany S on 7 Aug 2019
Dear DianaFoo, Thank you for taking your time to share your stay experience. Highly appreciated for your kind feedback and we look forward to welcoming you again at Ascott Waterplace Surabaya. Best regards,

8/10 Good

Verified traveller

Business traveller, Travelled with group
Liked: Cleanliness, amenities, property conditions & facilities
Ok nice big new and clean. A bit inconvenient Some additional services would be nice Example 24 house restaurant in house
Stayed 1 night in May 2019
Response from Nany S on 17 May 2019
Dear Anonymous, Thank you for sharing your feedback. We look forward to welcome you again at our serviced residence. Best regards.

10/10 Excellent

RHawks, Orlando, FL USA

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This hotel is directly across the street from a world class mall which has 30-40 restaurants. Thus the hotel does not have its own. Suites are available for a modest upgrade price. My only complaint was that the glass shower door needed adjustment. Other than that, my stay was delightful. The facility is not 5 star new. But it is well kept with high end finishes and amenities.
Stayed 3 nights in May 2019
Response from Nany S on 17 May 2019
Dear RHawks, Thank you for sharing your feedback. We look forward to welcome you again at our serviced residence. Best regards.

8/10 Good

Joan, Australia

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It’s opposite of a big mall where you can shop and eat. The room is suitable for long term stay as it’s a serviced apartment with great facilities. Check-in and check-out were easy.
Stayed 2 nights in Mar 2019
Response from Nany S on 5 Apr 2019
Dear Joan, Thank you for taking your time to share your stay experience and also kind support to Ascott Waterplace Surabaya. Your feedback will be share with the entire team and we look forward to welcome you again at our serviced residence. Best regards,

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Cozy place to stay in and the mall is just right opposite. But kindly improve on the WiFi connectivity as it’s very poor and losses connections.
Stayed 1 night in Jan 2019
Response from Nany S on 8 Feb 2019
Dear Anonymous, Thank you for taking your time to share your stay experience at Ascott Waterplace Surabaya. Highly appreciated on your feedback and we look forward to welcome you again at our serviced residence. Best regards,

2/10 Terrible

A.RKIN

Business traveller
Worse "continental" breakfast in a hotel, some of the front desk staffs not so friendly and helpful.
Stayed 4 nights in Jan 2019
Response from Nany S on 30 Jan 2019
Dear A.RKIN, Thank you for taking your time to share your stay experience with us. Highly appreciated on your feedback, for our further improvement. Best regards,

10/10 Excellent

Tan

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Overall satisfied.
This is our 2nd time staying in this hotel. Love the location as its close to Pakuwon Mall. The lobby was grand, spacious and welcoming. Front desk service is great, speaks quite good English. However, we booked 2 smoking rooms but it was not available upon check in. Breakfast was simple, not much variety. Basically ate the same food for 2 days. Overall will choose to stay again when we visit Surabaya again.
Stayed 2 nights in Jan 2019
Response from Nany S on 30 Jan 2019
Dear Mr. Tan, Thank you for taking your time to share your stay experience with us. Highly appreciated on your feedback, for our further improvement. Best regards,

10/10 Excellent

Verified traveller

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good value for money, excellent location right in front the mall (PTC and Pakuwon Mall)
Stayed 13 nights in Dec 2018
Response from Nany S on 3 Jan 2019
Dear Anonymous, Warmest Greetings from Ascott Waterplace Surabaya! We look forward to welcome you again at our serviced residence. Best regards,

10/10 Excellent

Vincent Bernard

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
First choice in Surabaya
When in Surabaya, this is my first choice due to its proximity to a very big mall. The Pakuwon mall has everything you need. Complete with a kitchen and sala, I can easily hold meetings anytime.
Stayed 1 night in Dec 2018
Response from Nany S on 24 Dec 2018
Dear Vincent Bernard, Highly appreciated on your feedback! We look forward to welcome you again at Ascott Waterplace Surabaya. Best regards,

6/10 Okay

Louis

Liked: Cleanliness
Stayed 4 nights in Dec 2018
Response from Nany S on 24 Dec 2018
Dear Louis, Highly appreciated on your feedback. We look forward to welcome you again at Ascott Waterplace Surabaya. Best regards,

8/10 Good

JT

Travelled with family, Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice service apartment. Close to shopping mall and quite new building.
Stayed 2 nights in Dec 2018
Response from Nany S on 12 Dec 2018
Dear JT, Thank you for taking your time to share your stay experience. Highly appreciated on your feedback, we look forward to welcome you again at our serviced residence. Best regards,

8/10 Good

Kooi cheng

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Oct 2018
Response from Nany S on 8 Nov 2018
Dear Kooi cheng, Warmest Greetings from Ascott Waterplace Surabaya! Highly appreciated on your feedback. We look forward to welcome you again at our serviced residence and serve you better. Best regards,

10/10 Excellent

Verified traveller

Liked: Cleanliness, property conditions & facilities, room comfort
Stayed 1 night in Oct 2018
Response from Nany S on 1 Nov 2018
Dear Sir/Madame, Warmest Greetings from Ascott Waterplace Surabaya! We highly appreciated on the score you are given. Looking forward to welcome you again at our serviced residence. Best regards,

10/10 Excellent

Yohan, Bali

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great! The hotel is good for business executive on the go
Stayed 1 night in Jun 2018
Response from Nany S on 4 Sept 2018
Dear Yohan, Thank you for the great rating and your kind support to Ascott Waterplace Surabaya. We look forward to welcome you again at our serviced residence. Best regards.

10/10 Excellent

Sommer123, United Kingdom

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great Value for Money
Right in front of the mall, good breakfast, nice room
Stayed 3 nights in Aug 2018
Response from Nany S on 27 Aug 2018
Dear Sommer123, Thank you for the great rating and your kind support to Ascott Waterplace Surabaya. We look forward to welcome you again at our serviced residence. Best regards, Nany S, Manager

10/10 Excellent

Katherine

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in May 2018
Response from Nany S on 24 May 2018
Dear Katherine, Thank you for your kind support to Ascott Waterplace Surabaya. We look forward to welcome you again at our serviced residence. Best regards, Nany S, Manager.

10/10 Excellent

jojo, SUB

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Large Spacious Room, next to a BIG Mall
Well equipped room with all the amenities you need...you name it. Another excellent Ascott property, good overall service and next to a big mall.
Stayed 1 night in Apr 2018
Response from Nany S on 13 Apr 2018
Dear Jojo, Thank you for your great support to Ascott Waterplace Surabaya. We look forward to welcome you again at our serviced residence and serve you better. Best regards, Nany S, Manager

8/10 Good

Gary

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Penthouse without a view
Penthouse suite layout was very different, didn't flow.... Shower room very small and shower head adjustment not working. lack of support facilities in the hotel. No bar....
Response from Nany S on 30 Mar 2018
Dear Gary, Thank you for your kind support to Ascott Waterplace Surabaya. We sincerely regret that you don't like our penthouse room also our facilities. Your feedback had been shared with our Residence Manager for his consideration. We look forward to welcome you again at Ascott Waterplace Surabaya and serve you better.

10/10 Excellent

Vincent

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great hotel and front desk personnel
Since I got a two bedroom unit, everything you need is in there including washing machine and a microwave oven. The only problem is the unit I booked was a non smoking and the only available unit was smoking. Front desk Pamela was great in assisting us in fixing the situation. Transferring rooms is a hassle. Aside from this breakfast choices can also be improved. Overall I will come back again for the great personnel, amenities and a big shopping mall across the street.
Stayed 2 nights in Jan 2018
Response from Nany S on 29 Jan 2018
Dear Vincent, Thank you for your great support to Ascott Waterplace Surabaya. Your special mentioned of Pamela will be shared with the team members to brightened her day and encourage others to always give their best service to all of our valuable customers. We truly apologise that non smoking room wasn't available on your arrival. We will take a note on your requirement or let us know in advance, then we will provide a non smoking room for you. We have noted on all your feedback and looking forward to welcome you again at Ascott Waterplace Surabaya, giving us another chance to serve you better. Best regards, Nany S, Manager

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2017
Response from Nany S on 29 Jan 2018
Dear Anonymous, Thank you for your great support to Ascott Waterplace Surabaya. We look forward to welcome you again at Ascott Waterplace Surabaya and serve you better. Best regards, Nany S, Manager

6/10 Okay

Aaron

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Boring
Nice place but no restaurant or bar. Only shopping mall across the road
Dear Aaron, Thank you for your feedback and rating. With regard to the lack of restaurant, I am please to inform you that we will be opening one at our lobby within the next couple of months. But as you have pointed out, there is a mall (actually 3 connected malls) right across the street, with numerous restaurants, boutiques, entertainment centres, cinemas, including an IMAX. Guests are also given access to the Thematic Swimming pools at Waterplace Condominium on the ground floor. Hence, there will be plenty to do. We hope to see you again soon at Ascott Waterplace Surabaya and let us know if we can assist you to make your stay less boring. Best regards, M Basha, Manager

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice hotel with friendly staff
Have had four visits to the hotel. Great facilities.
Response from M Basha, Manager on 3 May 2017
Dear Anonymous, Thank you for your kind comments and excellent rating. We are happy that you enjoyed your stays with us. We hope to see you again soon at Ascott Waterplace Surabaya. If you would like to have an exclusive price for your next stay, visit our website and become a member of Ascott Online Advantage, our online community where you can enjoy exclusive year-long discounts, seasonal promotions and special benefits. Best regards, M Basha, Manager

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Dear sir/mdm, Thank you for giving us an excellent rating. We hope to see you again soon at Ascott Waterplace Surabaya. If you would like to have an exclusive price for your next stay, visit our website and become a member of Ascott Online Advantage, our online community where you can enjoy exclusive year-long discounts, seasonal promotions and special benefits. Best regards, M Basha, Manager

10/10 Excellent

ARTHUR

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort

8/10 Good

Norintan

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
A bit far from the airport.
A good room but the breakfast is not so good. Everyday almost the same menu. The staff is slow to clear the plates n cutlery after guests finished their breakfast.

6/10 Okay

Verified traveller

10/10 Excellent

Kevin

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Amazing stay in a modern and spacious room
This hotel exceeded my expectations. The room was very big, being a serviced-apartment style, and the surrounding area had an abundance of restaurants.

6/10 Okay

Aravindha, sunshine coast QLD Australia

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Nice hotel in clean western aria but no transport!
Entrance to hotel and staff is amazing but cleanliness of room is only reasonable and upkeep is really not good. Aircon not working, water cooler not working, stove not working 2 times. And kitchen badly equipped not enough pans and missing utilities. This is frustrating considering I higher Hotel for cooking. Staff where obliging. It did become ebarsing to have to ring and ask things to be fixed. All was fixed in the end but the first 2 days so may things brake down.
Having breakfast
Friends sharing a meal together
Birthday dinner

6/10 Okay

Lisa, Hong Kong

Liked: Room comfort
Spacious room good for family
The room was spacious, very comfortable and has a kitchen so you can cook if you want. Hotel staffs are friendly but it's not that clean. The pillow case is a bit yellowy and one down point for me was the hotel does not offer in-room dining.

8/10 Good

Donny, Surabaya

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Comfortable leisure
Great, my kids love it

10/10 Excellent

thio luke, Jakarta

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Big room
Big room with kitchen set

10/10 Excellent

LI LENG

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort

8/10 Good

cindy, indonesia

Liked: Staff & service, property conditions & facilities, room comfort
great value and location next to a mall. however it was on one side of the city so when u wanna go to city central pretty far.

8/10 Good

leonard

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Recommended for family stay

6/10 Okay

Chi man, Hong kong

Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
Good hotel. Bad swrvice.
Our limo booking was arranged and re confirm before the trip. But when we landed, it was nowhere to be seen and the hotel staff said they couldn't find the booking at all. Same thing happened for our trip to airport from hotel.

6/10 Okay

Suwito, surabaya

Liked: Property conditions & facilities
Disliked: Cleanliness, room comfort
ascott should advance the cleanliness of the room
we have a nice stay but the room isn't clean, maybe the house keeper insn't mopping the floor and there some paint spots on the windows.