Jw Marriott 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