Sheraton Surabaya Hotel & Towers

Hotels
•
Sheraton
9 (470 reviews)
Jalan Embong Malang 25 - 31 , Surabaya , id

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Children allowed

Facilities

Health or beauty spa nearby
Fitness facilities (surcharge)
Non-smoking rooms
Air conditioning
Swimming pool
Restaurant
Room service
Terrace
Family rooms
Lift / Elevator
See all facilities

Review Highlights

Pros:
Excellent service
Great location
Comfortable stay
Cons:
Restroom maintenance issues
Food quality at gala reception

Categories

Cleanliness
6.73
Negative feedback regarding restroom issues indicates room for improvement in cleanliness.
Service
10
Overall reviews highlight exceptional service from staff, with specific mentions of prompt support and friendly interactions.
Location
9.7
Conveniently located near shopping and other attractions, making it ideal for travelers.
Room Quality
9.24
General expectation of comfort and quality for a 5-star hotel, although specific details are not provided.
Amenities
9.19
Amenities were appreciated, but improvements like additional power sockets were suggested for better guest experience.
Value for Money
9.22
Prices align with expectations for a 5-star hotel, though some aspects did not meet all expectations.
Food and Beverage
8.18
Mixed reviews on food quality and options, with some items being reported as unsatisfactory at the gala dinner.
Overall Experience
9.73
Most guests reported a positive experience overall, with particular highlight on staff hospitality.
* This sentiment is summarized by AI based on user reviews.
Updated at: 2026-01-10 19:22

Property Description

Luxurious Accommodation
Sheraton Surabaya Hotel & Towers offers elegant and spacious air-conditioned rooms decorated in soothing warm colors. Each room features a living area, flat-screen TV, and a minibar, providing a comfortable stay for guests.

Dining Choices
Indulge in traditional Cantonese dishes at Lung Yuan Chinese Restaurant or savor an international buffet at Kafe Bromo. With 4 dining options to choose from, guests can enjoy a variety of culinary experiences during their stay.

Leisure and Convenience
From relaxing at the Massage Room to staying active at the tennis court or gym, guests can unwind and rejuvenate at the hotel. Additionally, the property's direct connection to Tunjungan Plaza Shopping Mall and proximity to the airport offer convenience and accessibility for travelers.

Book now for a luxurious and convenient stay at Sheraton Surabaya Hotel & Towers.

Check-in and check-out hours:
Check-out: 12:00 PM
Airport code: SUB

Property Policies

  • Internet

    WiFi is available in all areas and is free of charge.

  • Pets

    Pets are not allowed.

  • Groups

    When booking more than 9 rooms, different policies and additional supplements may apply.

  • Children and extra bed policy

    Children of any age are allowed.
    Children up to and including 2 years old stay for free when using an available cot.
    People no matter the age stay for Rp 786,500 per person per night when using an available extra bed.
    Any type of extra bed or child's cot/crib is upon request and needs to be confirmed by management.
    Supplements are not calculated automatically in the total costs and will have to be paid for separately during your stay.

  • Parking

    Private parking is possible on site (reservation is not needed) and costs IDR 50000 per stay.

Location

Guest Reviews

9
Based on 470 reviews
Cleanliness: 6.73
Service: 10
Location: 9.7
Room Quality: 9.24
Amenities: 9.19
Value for Money: 9.22
Food and Beverage: 8.18
Overall Experience: 9.73
M
Mariani • family_with_children • au
8
Overall is good stay
Pros:

The location is perfect for convenience.

Cons:

Shower tap has no hot and cold water sign. We need to figure out which out is hot or cold.

2026-01-20 • via Nuitee
T
Thomas • couple • ch
8
2026-01-19 • via Nuitee
E
Edward • family_with_children • au
9
2026-01-19 • via Nuitee
T
Tony Khristanto • family_with_children • id
8
Pros:

The staffs are excellent, good breakfast, location is at a supermall.

Cons:

The apartment looked outdated,

2026-01-18 • via Nuitee
A
Abdu • family_with_children • sa
10
2026-01-04 • via Nuitee
C
chalidin • Family
10
We love to stay again at best hotel Sheraton Surabaya
Pros:

Location the best so far if you love to shopping at TP 3, atmosphere so classic and service excellence, cleanliness 5/5, value as expected for 5 star hotel

2026-01-03 • via Tripadvisor
I
ikhmaltaxa • Family • Kuala Lumpur, Wilayah Persekutuan
10
Great Experience Great Location
Pros:

Pleasant experience and prompt
support from the bookin- check in - check out. Strategic within Tunjungan Plaza mall and other places to go. Thank you all staffs who attend our request, not lited to Angga, Seruni and Bryan, professional and friendly!

Overall it was a pleasant hispitality experience, will come back soon (with free room upgrade please?) 😁

2026-01-03 • via Tripadvisor
8
864jasenc • Family
10
Thank you Sheraton Surubaya
Pros:

We had a wonderful stay at Sheraton Surabaya, made especially memorable by the exceptional hospitality of the team.

A special thank you to Chef Alfred, Cindy, and the entire Club Lounge team for their warm reception and attentive service. Their friendliness and genuine care made every visit to the lounge a pleasure and truly elevated our stay.

We would also like to commend Duty Manager Delmar on 30 Dec 2025 for being extremely helpful and accommodating with our requests. His professionalism, efficiency, and willingness to assist made a big difference and were greatly appreciated.

As constructive feedback, it would be great if the rooms could have more conveniently placed power sockets, as one side of the bed did not have access to a socket. Additionally, improving the blackout quality of the windows would enhance comfort, especially for guests who value a darker sleeping environment.

Overall, a very pleasant stay with outstanding service. We look forward to returning and would gladly recommend Sheraton Surabaya for both leisure and business travelers.

2026-01-02 • via Tripadvisor
E
Emrah • couple • tr
2
2026-01-02 • via Nuitee
P
patrickeP9355WS • Solo travel
2
GALA DINNER RECEPTION! WHAT A LET-DOWN!
Pros:

I am at the NEW YEAR'S GALA DINNER.

I am not staying here but at a Sheraton nearby.
It was suggested I might check out this Gala Dinner at the Sheraton Towers Surabaya.
1.I am the only westerner here, but, that aside
1.the price is 2m IRh + alcohol (1mIRh+++) is overpriced because:
(a)all the "hot" food was cold:-
All meats, - lamb, duck, chicken, etc were medium rare (and cold! )
(b) only one choice of ice cream was vanilla
(c) I had to ask for proper White wine glasses
(d) staff "forgot" a table number until I insisted on one (57)
(e)staff "forgot" the tables candles (when the lights dimmed all other tables had battery candles (I had asked them to put so many other basics in the table I couldn't be bothered to yet again remind them about tbe battery candles.)

(f) franchised into local management - who apoear to have no concept of international Sheraton standards and quality (very sad!)
(g) what saved the evening was the live on stage performance.
I didn't understand a word -but I always know, note, and respect when professionals make the effort!
They were superb!

Leaving at 11.30 (1min) to return to my hotel - where I know the reception is A1 - 100% first class going into 2026.

Happy New Year!

2025-12-31 • via Tripadvisor
G
GrandTour49818361947 • Solo travel • Malang, East Java, Java
10
Nice stay and will definitely comeback!
Pros:

staying at Sheraton for business and had a pleasant stay. Staff was very helpful, special thanks to Bryan at FO for super helpful during my stay. Definitely will comeback for another stay:)

2025-12-31 • via Tripadvisor
C
chienlik • Family
10
Experience at sheraton surabaya
Pros:

Stay at sheraton surabaya, the proses checked in very smooth. The staf Who namun cindy and veronica really kind and friendly. Good hotel, good food, and good fasilitas. Enjoy some sandwich at sheraton club was really good.

2025-12-27 • via Tripadvisor
D
Denis • couple • au
7
Cons:

over the 7 days i stayed in the hotel 5 times i attempted to use the toilets in the lobby and each time the toilet did not flush. each time i reported to the receptionist but each time the fault was not fixed. very poor results considering we were staying at the club level.

2025-12-27 • via Nuitee
A
Anastasiadewi83 • Family
10
Stay in Sherotan during Christmas Holidays
Pros:

I've granted for early check in so happy with the staff Ariesus & Fairuz...its very helpful especially I am traveling with young kid.

2025-12-25 • via Tripadvisor
E
Explorer65460485469 • Family
10
Absolutely stunning
Pros:

Awesome ambience.Helpful staff.besife mall.son many kids play area.clean swiming pool.Room was very good.I stay 14 days enjoy lot

2025-12-24 • via Tripadvisor
S
Scenic51900511176 • Business
10
One of my best experience
Pros:

Excellent service, the bed is very nice, with high quality linen. I slept very well, after long day work, n having bath salt, requested froom housekeeping.
Breakfast also delicious with various healthy meals as well. I had hot soy lattee start my day. Thanks seraton, seruni and resti 💙

2025-12-23 • via Tripadvisor
E
Edwin • family_with_children • nl
10
2025-12-22 • via Nuitee
D
Dawangjanuar • Family
10
Famday went well
Pros:

I had a great stay here, location is very good, the room was spacious, my kids got to run around the room. Everything was clean. The service was great, miss Tika gave a warm reception at the front. Very recommended

2025-12-21 • via Tripadvisor
B
BT • couple • id
9
Memorable stay at Sheraton Surabaya
Pros:

Clean and friendly people.

Cons:

None

2025-12-19 • via Nuitee
J
Juwai_4j • Business
10
Good for bsiness & Family stay, strategic location
Pros:

Hotel location is strategic, connected to the famous shopping mall Tunjungan and only short distance from iconic tunjungan street.

Room is well furnished and comfort, great for business & family stay.

Thanks to Pak Eko, the concierge staff who is very hepfull & great hospitality.

Thing to inprove: Chiller in my latest stay room (2222) is not working good. But thanks to staff who accomodate my request to keep my packaged drinks on their chiller storage until my check out date.

2025-12-12 • via Tripadvisor