Shangri-La Surabaya gets 5 stars from me because of the people, not despite the problems. I had several issues during my stay, but the team handled them with real ownership.
*YoHanes at Horizon Club* delivered consistent, warm service every day. Breakfast at the Club was excellent - fresh, well-plated, fresh juice and great coffee.
*Duty Manager Benny* took every issue seriously and followed through until it was resolved. He genuinely tried to protect my experience.
*Manager Devies* was equally hands-on and attentive, always focused on making the stay comfortable.
*Executive Chef Areza* went above and beyond. Even though the problems weren’t his department, he came to meet me in person, apologized for his team, and prepared cod fish for me the last night before I left. It was cooked perfectly - one of the best cod dishes I’ve had.
The property itself has great facilities: gym, sauna, jacuzzi, tennis court, and big pools for adults + kids.
Honest feedback: I can’t recommend the buffet breakfast at Jamoo Restaurant on Level 1. Food wasn’t fresh, cooking was inconsistent, and service/knowledge missed guest expectations. My advice - skip booking including breakfast and upgrade to Horizon Club access instead (you can pay directly at hotel, promotions 2 pax better than 1 pax). With YoHanes + the Club chefs you get better breakfast, fresh juices, afternoon tea, dinner canapés, plus mocktails, cocktails, beer, and wine. Night-and-day difference in quality and service.
