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Reviews of Garden Palace Hotel Surabaya

4 out of 5
Garden Palace Hotel Surabaya
Jalan Yos Sudarso 11, Surabaya, East Java

Reviews

7.0

Good

Rating 10 - Excellent. 14 out of 73 reviews" "
Rating 8 - Good. 29 out of 73 reviews" "
Rating 6 - Okay. 14 out of 73 reviews" "
Rating 4 - Poor. 11 out of 73 reviews" "
Rating 2 - Terrible. 5 out of 73 reviews" "

6.8/10

Cleanliness

7.6/10

Staff & service

6.0/10

Amenities

6.4/10

Property conditions & facilities

3.0/10

Eco-friendliness

Reviews

10/10 Excellent

Jieling

Stayed 2 nights in Jan 2023

8/10 Good

wordlington

Stayed 4 nights in Nov 2021

10/10 Excellent

Willy

Stayed 1 night in Jun 2021
Response from NG on 30 Jun 2021
Dear Our Valued Guest, Warmest Greetings from Garden Palace Hotel, Surabaya. Thank you for staying with us and for your kind review and recommendation. We are delighted to note that you had a pleasant experience on that your stay with us; and appreciate your valuable feedback on our rooms and amenities as well as our services and food offerings. We hope you will see the improvement and enjoy your time with us in your next visit. Thank you once again for your review and for your patronage; and we are looking forward to welcoming you on your next stay with us. With kindest regards, The General Manager Garden Palace Hotel, Surabaya

2/10 Terrible

Saad

Stayed 3 nights in Jun 2021
Response from Director of Rooms on 19 Jun 2021
Dear Our Valued Guest, Warmest Greeting from Garden Palace Hotel, Surabaya On behalf of the Management, Please accept my apology for your unpleasant stay at the Garden Palace Hotel, Surabaya. We strive to ensure our patrons experience the best visits possible during their travels and we fell short of our goal this time. To prove to you that we take every complaint seriously. Please feel free to contact me if you have any further questions or comments concerning your stay. We hope you will see the improvement and enjoy your time with us in your next visit. Thank you once again for your review and for your patronage; and we are looking forward to welcoming you on your next stay with us. With kindest regards, The Director of Rooms Garden Palace Hotel, Surabaya

4/10 Poor

jonny

Travelled with group
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Nov 2020
Response from Director of Rooms on 6 Dec 2020
Dear Our Valued Guest, Warmest Greeting from Garden Palace Hotel, Surabaya On behalf of the Management, Please accept my apology for your unpleasant stay at the Garden Palace Hotel, Surabaya. We strive to ensure our patrons experience the best visits possible during their travels and we fell short of our goal this time. To prove to you that we take every complaint seriously. Please feel free to contact me if you have any further questions or comments concerning your stay. We hope you will see the improvement and enjoy your time with us in your next visit. Thank you once again for your review and for your patronage; and we are looking forward to welcoming you on your next stay with us. With kindest regards, The Director of Rooms Garden Palace Hotel, Surabaya

6/10 Okay

Verified traveller

Business traveller
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Airconditioning is noisy, toilet is ragged, bed is too soft and breakfast was very poor. However, location and staff are excellent!
Stayed 3 nights in Mar 2020
Response from Nazri Gallyot on 14 Mar 2020
Dear Our Valued Guest, Warmest Greetings from Garden Palace Hotel, Surabaya. Thank you for staying with us and for your kind review and recommendation. We are delighted to note that you had a pleasant experience on that your stay with us; and appreciate your valuable feedback on our rooms and amenities as well as our services and food offerings. We strive to ensure our patrons experience the best visits possible during their travels and we fell short of our goal this time. We hope you will see the improvement and enjoy your time with us in your next visit. Thank you once again for your review and for your patronage; and we are looking forward to welcoming you on your next stay with us. With kindest regards, The General Manager Garden Palace Hotel, Surabaya

8/10 Good

Widodo

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good location, need better wifi
Stayed 1 night in Mar 2020
Response from David on 9 Mar 2020
Dear Our Valued Guest, Warmest Greetings from Garden Palace Hotel, Surabaya. Thank you for staying with us and for your kind review and recommendation. We are delighted to note that you had a pleasant experience on that your stay with us; and appreciate your valuable feedback on our rooms and amenities as well as our services and food offerings. Thank you once again for your review and for your patronage; and we are looking forward to welcoming you on your next stay with us. With kindest regards, The General Manager Garden Palace Hotel, Surabaya

6/10 Okay

Marc

Liked: Cleanliness, staff & service, room comfort
Disliked: Property conditions & facilities
improvement required
Everything about the hotel was very good but I'm afraid the condition of the room was disappointing.
Stayed 1 night in Aug 2019
Response from Nazri Gallyot on 22 Jan 2020
Dear Our Valued Guest, Warmest Greetings from Garden Palace Hotel, Surabaya. Thank you for staying with us and for your kind review and recommendation. We are delighted to note that you had a pleasant experience on that your stay with us; and appreciate your valuable feedback on our rooms and amenities as well as our services and food offerings. We strive to ensure our patrons experience the best visits possible during their travels and we fell short of our goal this time. We hope you will see the improvement and enjoy your time with us in your next visit. Thank you once again for your review and for your patronage; and we are looking forward to welcoming you on your next stay with us. With kindest regards, The General Manager Garden Palace Hotel, Surabaya

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Amazing hotel
Great
Stayed 1 night in Apr 2019
Response from Nazri Gallyot on 22 Jan 2020
Dear Our Valued Guest, Warmest Greetings from Garden Palace Hotel, Surabaya. Thank you for staying with us and for your kind review and recommendation. We are delighted to note that you had a pleasant experience on that your stay with us; and appreciate your valuable feedback on our rooms and amenities as well as our services and food offerings. We hope you will see the improvement and enjoy your time with us in your next visit. Thank you once again for your review and for your patronage; and we are looking forward to welcoming you on your next stay with us. With kindest regards, The General Manager Garden Palace Hotel, Surabaya

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Defiantly will stay again
Great
Stayed 1 night in Apr 2019
Response from Nazri Gallyot on 22 Jan 2020
Dear Our Valued Guest, Warmest Greetings from Garden Palace Hotel, Surabaya. Thank you for staying with us and for your kind review and recommendation. We are delighted to note that you had a pleasant experience on that your stay with us; and appreciate your valuable feedback on our rooms and amenities as well as our services and food offerings. We hope you will see the improvement and enjoy your time with us in your next visit. Thank you once again for your review and for your patronage; and we are looking forward to welcoming you on your next stay with us. With kindest regards, The General Manager Garden Palace Hotel, Surabaya

8/10 Good

Verified traveller

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Overall this facility served as a bed for two out of three nights and bag storage for our trip out of Surabaya to Cemoro Lawang (Mount Bromo). We dropped off our large bags and packed smaller overnight bags to take on the train/bus journey up to the volcano. Friendly staff while there. Rooms were clean and tidy. The only negative i can off is the drain of the shower. The level of the floor causes water to pool in the opposite corner of the shower and needs to be pushed toward the drain manually. If left it will not simply dry due to volume of water accumulated and thus you have a pool in the base of the shower of your old shower water.
Stayed 3 nights in Feb 2019
Response from Nazri Gallyot on 22 Jan 2020
Dear Our Valued Guest, Warmest Greetings from Garden Palace Hotel, Surabaya. Thank you for staying with us and for your kind review and recommendation. We are delighted to note that you had a pleasant experience on that your stay with us; and appreciate your valuable feedback on our rooms and amenities as well as our services and food offerings. We strive to ensure our patrons experience the best visits possible during their travels and we fell short of our goal this time. We hope you will see the improvement and enjoy your time with us in your next visit. Thank you once again for your review and for your patronage; and we are looking forward to welcoming you on your next stay with us. With kindest regards, The General Manager Garden Palace Hotel, Surabaya

2/10 Terrible

Njoo Aland

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Dirty
Very dirty hotel. Very old and not good place to stay
Stayed 1 night in Dec 2018
Response from Nazri Gallyot on 22 Jan 2020
Dear Our Valued Guest, Warmest Greetings from Garden Palace Hotel, Surabaya. Thank you for staying with us and for your kind review and recommendation. We are delighted to note that you had a pleasant experience on that your stay with us; and appreciate your valuable feedback on our rooms and amenities as well as our services and food offerings. We strive to ensure our patrons experience the best visits possible during their travels and we fell short of our goal this time. We hope you will see the improvement and enjoy your time with us in your next visit. Thank you once again for your review and for your patronage; and we are looking forward to welcoming you on your next stay with us. With kindest regards, The General Manager Garden Palace Hotel, Surabaya

6/10 Okay

Shahul Hameed

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Hotel At Great Location Requires Renovation
This hotel is centrally located but it’s getting old. Hotel requires a lot of maintainance and renovation. Service is below average, I was offered a very dirty room at first. After repeated request I was moved to a better room.
Stayed 1 night in Jan 2019
Response from Nazri Gallyot on 22 Jan 2020
Dear Our Valued Guest, Warmest Greetings from Garden Palace Hotel, Surabaya. Thank you for staying with us and for your kind review and recommendation. We are delighted to note that you had a pleasant experience on that your stay with us; and appreciate your valuable feedback on our rooms and amenities as well as our services and food offerings. We strive to ensure our patrons experience the best visits possible during their travels and we fell short of our goal this time. We hope you will see the improvement and enjoy your time with us in your next visit. Thank you once again for your review and for your patronage; and we are looking forward to welcoming you on your next stay with us. With kindest regards, The General Manager Garden Palace Hotel, Surabaya

4/10 Poor

Verified traveller

Liked: Staff & service, property conditions & facilities
Disliked: Cleanliness
Stayed 2 nights in Jan 2019
Response from Nazri Gallyot on 22 Jan 2020
Dear Our Valued Guest, Warmest Greetings from Garden Palace Hotel, Surabaya. Thank you for staying with us and for your kind review and recommendation. We are delighted to note that you had a pleasant experience on that your stay with us; and appreciate your valuable feedback on our rooms and amenities as well as our services and food offerings. We strive to ensure our patrons experience the best visits possible during their travels and we fell short of our goal this time. We hope you will see the improvement and enjoy your time with us in your next visit. Thank you once again for your review and for your patronage; and we are looking forward to welcoming you on your next stay with us. With kindest regards, The General Manager Garden Palace Hotel, Surabaya

8/10 Good

Frankie

Liked: Staff & service
Can be better
I hv been a frequent customer of the hotel in the last 5 years. The condition of the hotel has deteriorate over the years. Service is great but hotel in need of renovation and upgrade.
Stayed 2 nights in Oct 2018

6/10 Okay

Kumar

Disliked: Cleanliness, property conditions & facilities
Avoidable and Very Old Property.
Horrible, they made me waited for Room from 9am till 2.30pm.
Stayed 2 nights in Oct 2018

8/10 Good

Chang

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good
Location is good.... staff very friendly....
Stayed 3 nights in Sep 2018

6/10 Okay

Peter

Liked: Staff & service
Palace should be palatial
I was initially given a room that was worn-out to be lenient, with an old tube TV in 2018. After complaining, I was upgraded to a cleaner modern room. The foods were great and there were non-rice items. The staffs were welcoming, friendly and helpful. The location was great. The towels could be newer.
Stayed 6 nights in Aug 2018

4/10 Poor

Albert, Vancouver, BC

Liked: Staff & service
Disliked: Cleanliness, room comfort
Was a very nice hotel. WAS
The hotel definitely has seen better days. I was a regular at this hotel in the 90s was one of the better if not the best at the time. Fast forward to 2018, the hotel seems to be stuck in the 90s. Old carpetting(old? I mean ancient) in the room. Huge, fat tv with 20 channels or so. Control panel that control all the lights and tv (mind you this was the latest technology in the 90s but since the invention of tv remote the panel is mostly obsolete, but hey it still controls the lights). Washroom is ancient (in a dirty way) one of the valve is busted, still works though. Hot water is unstable (scalding hot or cold no in between). Mold sign that's been covered with paint at one of the corner ceiling of the washroom. The good part: staff is friendly and polite. The location is very strategic. All in all, for the price point I expect better (especially cleanliness, well, everything is about cleanliness. I don't mind small room, weird room, old room whatever as long as it's clean)
Stayed 1 night in Jul 2018

4/10 Poor

Dwi Retno

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
i can't believe that i get a dirty room. the tv was not work properly. i asked the staff for show me how to turn on tv and checked the room condition, but no one come.
Stayed 1 night in Jun 2018

8/10 Good

howard

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Pleasant place to stay.
comfortable hotel. Friendly staff. Breakfast has a good variety. breakfast staff work hard keeping the tables clear and the food stocked. Taxis are easy to get.
Stayed 6 nights in Feb 2018

8/10 Good

Runtu, ontario, ca

Liked: Staff & service
Disliked: Property conditions & facilities
Hair dryer this hotel its so old but facility its good
Stayed 2 nights in Feb 2018

6/10 Okay

Zpatq, Melbourne, Australia

Liked: Cleanliness, staff & service, room comfort
High-rise hotel with sweeping views
Stayed on the 19 Floor with a northern aspect view of Surabaya. Easy access to some minor monuments and two malls. Breakfast was expensive and average, however they did have good Soto Ayam (chicken soup). The room was immaculately clean but did show signs of having seen better days. There was little contact with staff except the door staff who were polite and a good source of information.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Convenient and friendly staff
I Enjoyed staying with my family

8/10 Good

Verified traveller

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

8/10 Good

Verified traveller

Liked: Room comfort
Disliked: Staff & service
Nice hotel but.....
I love to stay at this hotel but check-in n check-out proccess was taking too long time to wait. The receiptionist was not friendly at all. I love the breakfast food. It's delicious.

10/10 Excellent

deedee, Melbourne

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Prime location
The best experience! Foods are excellent from this hotel!! Room is very big and immaculate Staffs are amazingly friendly
Response from General Manager on 22 Jan 2020
Dear Our Valued Guest, Warmest Greetings from Garden Palace Hotel, Surabaya. Thank you for staying with us and for your kind review and recommendation. We are delighted to note that you had a pleasant experience on that your stay with us; and appreciate your valuable feedback on our rooms and amenities as well as our services and food offerings. We hope you will see the improvement and enjoy your time with us in your next visit. Thank you once again for your review and for your patronage; and we are looking forward to welcoming you on your next stay with us. With kindest regards, The General Manager Garden Palace Hotel, Surabaya

6/10 Okay

Ng, Singapore

Disliked: Property conditions & facilities
A week at Garden Palace Hotel Surabaya
Hotel is at a Great location for shopping. Taxi easily available. Staff is courteous. Almost all staff (including Hotel Manager) can't speak basic English ; communication is a problem unless you can speak Indonesian.

8/10 Good

Armansyah, Bekasi , West java

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
relatively good
I will come next time

8/10 Good

Barry, Singapore

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Golfing trip
Pleasant stay and definitely value for money. Attentive staff. Breakfast could be improved and the bar is a bit gloomy. Rooms spacious and clean

2/10 Terrible

Verified traveller

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
just a shame, definitly not a 4stars
i first booked standard, but was extremly disappointing: -bedroom:very good matress, dirty room, wallpapers are more than 20years+, smelly sofa with cigarettes holes, fridge out of order, windows are a cataract (so dirty, cant take a picture nor see much), very old cathodic tube TV bathroom: air extract out of order leaving a very bad smell and towels are impossible to use twice cos too stinky (never dry), the toilets shows important traces of calcaire. -poor wifi experience, always down, unstable, u can t rely on it for anything serious. there was a blackout for 2 hours, the generator didn t work, everything was in total darkness, no battery on exit pannels, lift stucked, impossible to access rooms (no battery on the door security...), so...no security, dangerous hotel. deluxe room,a better option, if the room looks way better, it s far from perfect and far from 4 stars hotel, flat screeen, clean walls, very stable WIFI at 2MB/s, too soft matress, very dirty carpet full of stains and smelly, not cold water in bathroom and room too dark, no toilet waterjet, towels stink (like washed with ater only), uncomfortable sofa. aircon control is broken, windows are still extremly dirty, broken weighing scale, the pool: under renovation, but i saw the disaster abandonned, full of weeds, dirty...it s just the mirror of this hotel, dirty, old, uncared,... noisy: contruction on both sides night and days, cranes awfull food: room dinner=frozen fish fillet and can tuna salad, a shame
the pool, tempted?
surabaya view through a cataract of dirt
the so bright and perfumed bathroom, deluxe room

4/10 Poor

Maggie, USA

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
A disappointment
Breakfast was just ok. Bedding definitely needs to be replaced..had a back &neck sore for 2 nighs. Carpet needs cleaning badly. Not enough extra towels. And towels need replacement as well, as the fabrics were totally ruined plus bad odor. Lobby was beautiful but room & services was a disappointment. It's a 2 stars hotel, in my opinion.

8/10 Good

Shelley, Swansea

just ok
The reception needed another person to help in the morning, there was one woman only serving so I waited longer than was comfortable, but she was doing her best to be fast. The room smelled a little damp and the shower wasn't working properly, the head of the shower points outside of the cubicle so my whole bathroom was getting soaked. Just little things but the hotel is fine

6/10 Okay

Abdul

8/10 Good

Frankie, Singapore

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Worth the money!
Friendly staff and great location, close to food and shopping.

8/10 Good

Moti, Singapore

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Well done, all of you, at the Garden Palace
I have travelled the world and would rate this hotel as having given me one of my most pleasant holidays. The only issue that I had was that of language - I am fairly competent in Malay and that helped tide me over because of its many similarities to the Indonesian language. However I think it would have helped if they were to have someone proficient in the English language who could assist especially between European Hotel Guests and the staff. Nonetheless I salute the staff, every single one of them, reception, waiters, doorman whatever, for their smiles and willingness to patiently understand me and then guide me on my queries.

10/10 Excellent

SALLY

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good and recomended
Very satisfied, will definitely come back!

8/10 Good

HYUNJUNG, Singapore

Disliked: Cleanliness, property conditions & facilities
Spacious room but some of the furnitures, facilities (toilet, fridge, water facet, etc.) are very old or problematic (leaking water facet). The hotel has a lot of amenities (fitness, very reasonable massage service) but the infra was not quite sophisticated.

10/10 Excellent

Abdul Kadir, Singapore

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Wonderful stay
It is a wonderful stay with good choice of breakfast, cleanliness and good service and to details.

8/10 Good

frankie wee k, Singapore

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good service and clean rooms
Wifi is free is fast. Service is great with clean and spacious rooms.

6/10 Okay

Orville, California

Disliked: Cleanliness, property conditions & facilities, room comfort
Hotel in renovation.
The stay was good because we were close to the Rail Riad station. The Hotel is being renovated and we had trouble with the cleanliness and a/c. We changed room 2 times. The staff was helpful with that.

8/10 Good

Dharmadi, Semarang

Liked: Cleanliness, staff & service, room comfort
Nice hotel
Nice location, little bit old but satisfying place to stay in town

6/10 Okay

mutnaeni, bali

Liked: Staff & service
best service but...
Room to standard for four stars hotel but the staffs friendly and nice, excellent service, so still in my list for next travel to Surabaya

4/10 Poor

Sudatta, Canada

Disliked: Cleanliness, property conditions & facilities, room comfort
Quite ordinary hotel and staff, good breakfast
Gubeng train stn is technically <10mins drive away from the hotel. Yet no pick-up/drop-off service offered. That leaves foreign tourists at the mercy of car rental/taxi service, who more often than not set traps for tourists. We luckily dodged one. Check-in desk staff was least interested with customers. They could not use my credit card for the deposit amount. Rooms were dimly lit, paint peeling off the walls, bed and sofa weren't comfortable. we could smell old cigarette smoke eventhough we had chosen non-smoking room. The only saving grace for this hotel, IMO, was its breakfast. Exhaustive, wide variety and delicious food offered for buffet breakfast.

6/10 Okay

Finlay, Scotland

Disliked: Property conditions & facilities
Musty room
It wasn not a bad hotel, however for a 4 star, we expected more. For example, a room that does not smell musty, an even floor (our room has minor but noticable potholes), and no leak near the window. Good thing about the hotel, bed is wonderful and it is close to Surabaya mall.

6/10 Okay

Robert, Indonesia

Facilities: Basic; Value: Over-priced; Service: Basic; Cleanliness: Clean; Request King Size bed and City view room but what i got were twin bed and wall view room. Very disappointed.

2/10 Terrible

makoto

Business traveller
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
ホテル全体が湿気が多く、部屋はとても空狐環境が悪く寝れませんでした。尚、ぬるいお湯しか出ずフェイスタオルもなく価格に全く合わないホテルです。
Stayed 1 night in Jul 2022

4/10 Poor

Mia

Travelled with family
Disliked: Property conditions & facilities, room comfort
Great location but not very well maintained
The only good thing about the hotel is the location. Otherwise, everything is very run-down. The room is very old and we saw lots of things are broken. Not very comfy, i do not recommend for a long stay.
Stayed 1 night in Jan 2022

8/10 Good

Verified traveller

Travelled with family, Business traveller
Liked: Cleanliness, staff & service, amenities
Hotel in a good location. Close to everything, food is good. Just a little bit old. So far i enjoy that hotel
Stayed 4 nights in Mar 2020
Response from Nazri Gallyot on 21 Apr 2020
Dear Our Valued Guest, Warmest Greetings from Garden Palace Hotel, Surabaya. Thank you for staying with us and for your kind review and recommendation. We are delighted to note that you had a pleasant experience on that your stay with us; and appreciate your valuable feedback on our rooms and amenities as well as our services and food offerings. We strive to ensure our patrons experience the best visits possible during their travels and we fell short of our goal this time. We hope you will see the improvement and enjoy your time with us in your next visit. Thank you once again for your review and for your patronage; and we are looking forward to welcoming you on your next stay with us. With kindest regards, The General Manager Garden Palace Hotel, Surabaya

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, room comfort
Sufficient for a business trip
Friendly and helpful hotel staff. Smooth check-in and check-out. Clean and tidy room. Reasonable buffet breakfast. Walking distance to the Conference Centre with a decent shopping mall. Only one complaint that shower water flow is limited. Sufficient for a business trip.
Stayed 4 nights in Aug 2019
Response from Nazri Gallyot on 22 Jan 2020
Dear Our Valued Guest, Warmest Greetings from Garden Palace Hotel, Surabaya. Thank you for staying with us and for your kind review and recommendation. We are delighted to note that you had a pleasant experience on that your stay with us; and appreciate your valuable feedback on our rooms and amenities as well as our services and food offerings. We strive to ensure our patrons experience the best visits possible during their travels and we fell short of our goal this time. We hope you will see the improvement and enjoy your time with us in your next visit . Thank you once again for your review and for your patronage; and we are looking forward to welcoming you on your next stay with us. With kindest regards, The General Manager Garden Palace Hotel, Surabaya