“A great enclave from the hustle and bustle outside.”

As the property was in the heart of this interesting city in developing Indonesia, I didn’t expect the level of service and quality as we got. It was as good or better than any JW anywhere. I must say that my wife and I are Titanium members and it really makes a huge difference. You’ll get acce... lisää

As the property was in the heart of this interesting city in developing Indonesia, I didn’t expect the level of service and quality as we got. It was as good or better than any JW anywhere. I must say that my wife and I are Titanium members and it really makes a huge difference. You’ll get access to the Executive Lounges which also means that you’ll get dinner and sumptuous desserts and even alcohol! All you can eat and drink! If you are Platinum or higher, then you’re in! If not, then you could always get a slightly more expensive room which would give you access as well. The level of service is remarkable and you’ll feel like a Sultan in your own home. I am finding this to be true at EVERY Marriott that we’re staying in, in Asia. This unmatched service just doesn’t exist in the states or Canada. DOES NOT EXIST. The prices are far lower than the states as well. All the services functioned well: crystal clear pool, a sauna and steam room in great condition and a gym with all the basic machines for a workout. “Irfan” in the gym area and pool delivered my swim goggles to my room as I accidentally left them by the pool. A sumptuous breakfast with a dizzying array of foods awaits you. “Asat” is incredible in the restaurant. The Executive Lounge folks were all amazing! Sri at reception handled our every need quickly and efficiently. Again, the whole staff is amazing. This is now what to expect in Asias 5 star hotels and this one does not disappoint! Howard S.

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“Unexpected luxury in Surabaya Indonesia”

Intensely beautiful and spacious JW Marriott in the middle of the city. A luxury spot and removed from the intensity of the roads outside with everything and everyone there to make your stay amazing. The executive lounge is a warren of private spaces and staffed with so many people any whim is ... lisää

Intensely beautiful and spacious JW Marriott in the middle of the city. A luxury spot and removed from the intensity of the roads outside with everything and everyone there to make your stay amazing. The executive lounge is a warren of private spaces and staffed with so many people any whim is handled. Did I mention it has free alcohol?

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“Tired room and hotel”

First and foremost I would like to thank Karen for making the best effort as well as the lounge team for their hospitality but please allow me to share some of my feedback. While the staff have been accommodating and trying their level best but the processes and property is really in need of m... lisää

First and foremost I would like to thank Karen for making the best effort as well as the lounge team for their hospitality but please allow me to share some of my feedback. While the staff have been accommodating and trying their level best but the processes and property is really in need of major overhaul - considering it bears the brand of a JW Marriott, supposedly a level above an ordinary Marriott. I had provided feedback that my original room 2408 air-con wasn't really cold despite setting it to the coldest setting. Room was tired and worn out with cracking door frames, lack of charging and power sockets. The room I was being changed to was 2411 which had slightly better temperature setting in the room but was even worse as the curtain bears holes that let the sun in early in the morning and had dirty water pipes that poured out sand and murky water into the bath tub. During check in I was asked if I would be settling my bill and I said sure! But little did I know this meant I was "not allowed" to make purchases at any of the outlets. Despite being a member with a valid credit card used for reservation on my profile and also a fully settled room charges. Uppercut was disappointing as I was served a 2 day old Sauvignon Blanc that was flat and food was also mediocre - prawn that wasn't really fresh (black and slimy) as well as mussels that were not even "opened". But staff was apologetic and friendly, the chef should bear responsibility of the standards being served as it's not the front of house's duty to apologise for poorly cooked food. While the lounge staff was really friendly and hardworking, but to be served Bloody Mary only on the first day but be told that it was not available was quite disappointing for an executive lounge. All in all, staff are genuinely the redeeming factor of the hotel. But the Management and the leadership team really need to wake up and start to work in making the hotel a JW and not just your everyday "Marriott" which is already a compliment. Because it's actually way below the standard of even a Marriott brand hotel. All in all, an absolutely disappointment of a JW Marriott and to be honest I should have stayed at other properties.

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