JW Marriott Hotel Surabaya

My recent stay at JW Marriott Surabaya became far more meaningful than I ever expected. An unfortunate situation occurred during my visit, but what I will remember most is not the incident itself. I will remember how sincerely and professionally the management and hotel team responded.

Their genuine care completely changed the direction of my stay and reminded me what true luxury hospitality should feel like.

I would especially like to thank the General Manager (Pak Alex Ryu), for his personal involvement and thoughtful leadership. He did not treat my concern as just another guest complaint. He listened carefully, showed genuine empathy, and handled the situation with professionalism and accountability. His approach reassured me that the comfort and well-being of guests truly matter at JW Marriott Surabaya.

I am equally grateful to Executive Committee member (Ibu Clara Valentina). Her warmth, personal attention, and thoughtful follow-up made me feel genuinely valued and cared for. She was professional yet very human in the way she communicated with me. Pak Alex and Ibu Clara did more than simply resolve a difficult situation—they restored my confidence and left me with a lasting sense of appreciation.

My experience was also made special by many wonderful team members throughout the hotel.

At the Club Lounge, Dita and Eugene were consistently warm, attentive, and gracious. They made every visit feel comfortable and personal. Their friendly smiles and natural hospitality created a sense of familiarity, as though I were returning to a place where I was already known and welcomed.

At UpperCut restaurant, Pak Prima (a superman who knows all the meat, knives, and salt, which amazed me) and Chef Dimas gave me another memorable experience. The 500 GR Wagyu steak was excellent—beautifully prepared, flavorful, and served with great attention to detail. The quality of the food was impressive, but what made the evening even more special was the passion and genuine care behind the service.

On my final morning, Indah from Pavillion showed me such thoughtful attention that it deeply touched me.

I would also like to thank Ibu Dewi, Pak Harri (DM), and Irwan from the Front Desk. Their warmth and sincere encouragement persuaded me to extend my stay. What could have been a simple conversation about an additional night became a very personal and welcoming interaction. They made me feel that they were truly happy for me to stay longer and that I was more than just another room number.

I would like to express my sincere gratitude to my housekeepers, Ali, Alfian, and Aril. They consistently maintain my room to a spotless standard and always make me feel welcome with their thoughtful, savory treats.

I would like to extend my sincere gratitude to the gym team. Most of them work tirelessly to sanitize and maintain the equipment, ensuring a clean and hygienic environment for everyone.

What impressed me most was the consistency of care across the entire hotel. From the senior management team to the Club Lounge, restaurants, food and beverage, and front desk, every interaction reflected sincerity, professionalism, and a genuine desire to make guests feel comfortable.

This stay reminded me that luxury is not only about beautiful rooms, excellent dining, or impressive facilities. True luxury is the feeling of being heard, respected, remembered, and genuinely cared for.

Because of Pak Alex Ryu, Ibu Clara Valentina, Dita, Eugene, Prima, Chef Dimas, Indah, Ibu Dewi, Pak Irwan, and the wider team, JW Marriott Surabaya no longer feels like simply a hotel to me. It now feels like a new home in Surabaya.

Thank you to the entire team for turning a challenging moment into one of the most heartfelt hospitality experiences I have received. I look forward to returning—not only to the hotel, but also to the wonderful people who made my stay so special.

#Marriott #JWMarriottSurabaya #LuxuryHospitality #ExceptionalService #Surabaya

The OG luxurious staycation place in the heart of Surabaya city with amazing spacious super clean room with luxurious amenities, Balinese vibes pool and nice Sky Garden view, nice jacuzzi and sauna facilities, complimentary shuttle to Tunjungan Plaza. Thank you so much Mr Bryant Septiano for pre-arrival email, Ms Sheila from At Your Service team, Ms Alya & Ms Dwi for warm welcome and efficient check in process, Mr Alex Ryu for welcome amenities, Mr Enggal x Kazayny (Housekeeping) for amazing room cleanliness, Mr Ilham & Ms Diah for arranging my TP shuttle, Mr Lukman for delivering in-room dining, Mr Andrian Suryadi for room follow up, Mr Fahredi and Mr Tama from pool attendant and health club team and to all JW Marriott Surabaya team for great services and hospitality.

Mr Adam here the nicest girl ever in the executive lounge Anggun a true lay lovely person and so professional, what an amazing female

Loved the room i was given

Pool great, will come back for sure if in the area!

A great value hotel, love from Scotland

I wanted to take a moment to personally share my sincere appreciation following my recent stay at JW Marriott Hotel Surabaya (15-16, 17-18 July 2026). This was my fifth visit to a JW Marriott property across Asia, and since 2024, I have spent approximately 10 nights staying with JW Marriott Surabaya during office branch visits, it was always been exhausting in the beginning because I had to fly from home (Sydney, AU) or from Europe office and very pleasure at the end... This Alex RYU's leadership style, pampering me at THE END (Ghumaoyo, Ghanzamida)....

Each visit has been remarkable, but my recent experience at JW Marriott Surabaya was especially memorable. Over time, these stays have become more than simply hotel visits for me. They have created a genuine sense of familiarity, comfort and connection, something I deeply value as I travel extensively throughout Asia.I would especially like to thank Ms. Dwi and her partner, whose name I unfortunately cannot remember, for their kindness and assistance during their duty on 15 July 2026 at approximately 6:00 PM.

I sincerely apologise that I cannot recall the second team member's name, but I very much appreciated the warmth and care shown to me.I would also like to extend my deepest thanks to Harry Mahfud. Harry was exceptionally attentive and genuinely understood my dietary preferences and restrictions. As someone who follows a very specific health-focused diet, I requested no oil where possible, no fried food, healthier cooking methods, high-protein meals and a soy latte.Harry understood these requirements extremely well and ensured that my breakfast order was handled correctly in collaboration with Dea and Agung, the F&B Manager, during my beautiful breakfast on 16 July 2026.

This level of attentiveness is incredibly meaningful to me. I genuinely appreciate staff who do not simply take an order, but who listen carefully, understand the guest's needs and ensure the details are properly communicated and delivered. Harry demonstrated exactly that.I would also like to sincerely thank Jocelyn, Bastian, Amir, Kiki, Setiawan and Setyno. Each of them contributed to making my stay feel special in their own way.

From the cleanliness and care of my room, to the thoughtful room details, personal attention and the little touches that created a more magical experience, I genuinely felt that the team cared about my stay.A special thank you to Jocelyn, who went above and beyond by helping arrange a special gift for my partner. This was a very meaningful gesture. My partner is my husband, my junior husband, and creating that special moment for us made the stay even more memorable.These are the experiences that create genuine emotional connection.

Luxury hospitality is not only about the room, facilities or beautiful surroundings. It is about the people who remember the details, understand the guest, anticipate needs and create moments that feel personal.I sincerely appreciate the entire team for making my stay at JW Marriott Surabaya so memorable.

From the attentive F&B service to the housekeeping care, thoughtful gestures and genuine human connection, I felt very well looked after.Please extend my sincere thanks and appreciation to everyone mentioned above. They are a credit to JW Marriott Surabaya, and I hope their contributions are recognised. I's also OBSESSED with your executive lounge at Level 21, that's very pulchritudinous...Thank you for creating such a beautiful and memorable stay. See U next year...Warmest regards & stay awesome

Mart and Ching-Han YAO, Jimmy Allen YAO (Room 2003), Sydney, Australia

The breakfast

Very good value, clean and comfortable.

Great breakfast
Kind service

We spendt basicaly every night in Anonimo bar during our 6 week stay. We ate and drink all our meals here. Wery spesial thanks to vaitress Fina ho allways followed up the service and did a great job. Also spesial thanks to a very incluciv bartender Darryl who did a great job.

Excellent personalized experience. Staff members are all so lovely and friendly. Rooms are very comfortable. We ate at the Uppercut stakehouse which was delicious. Had such a good stay here.

This is my first time at JW Marriott Surabaya. I had a fantastic experience at this place. The hotel is exceptionally clean and offers a highly comfortable atmosphere that makes you feel right at home. What truly stands out, though, is the exceptional service. The staff especially resto staff are incredibly helpful, polite, and always ready to go the extra mile to ensure a great breakfast. Highly recommended for anyone visiting Surabaya. Wani..!! I hope it will be the first of many.