This hotel has held a very high spot on my Surabaya hotel list, however my last few stays have not gone as smoothly as they have in the past. I do generally see myself as an easy guest, as I'm a self sufficient person and know that the staff is very busy.
Two separate stays I was put in a room with a fridge that leaked water at night. A towel fixed that, no problem. They also helped dry my laundry FOR FREE after I had to travel to them with laundry that hadn't dried properly at another hotel before. Very very generous of them.
This last stay, the hotel was EXTREMELY busy due to weddings and a government conference in town, and I got lucky enough to snag their last available room, which happened to be the two twin beds in one room. Again, totally fine, the beds and layout are both awesome, no complaints. However, the phone in the room doesn't work and there is no hot water. Again, not gonna complain, because tbh, it's hot here and a room temp shower feels great and is better for your skin, and I don't really want anyone to call me anyway.
The thing that I can not accept is that people are allowed to let their children run around the hallways at all hours of the day and night yelling and/or crying for hours.
Walking down the hallway to go to their room? Sure, totally understandable, you're transiting to your privately rented space. Inside the hotel room? Absolutely, go ham, you paid for it.
But in the hallway? Sorry, not sorry, absolutely not. I also paid to be here and the social contract states that we treat public spaces as shared spaces and are respectful of each other. You need to go for a walk with your children? Take them to the mall, or the downstairs park or the lobby where the noise level is an acceptable match to your activity and not right outside other people's hotel room doors. This is one of the reasons I switched to the Westin from the Fourpoints, but is seems to continually be a problem at both places, even with "quiet spaces" signs.
I feel like I'm acting like an entitled a-hole about this, which is why I'm still rating this hotel very high - but it is still my honest review, so there you go. Despite the behavior of the customers, the staff here is so beyond amazing (Tian, Ryan, Evan, literally everyone who works the lobby and the Club Lounge are phenomenal) and despite some of the fixtures not always working properly, the rooms are still the most cozy rooms and the beds are devine.
But I would just very much like for the social contract for the shared spaces to be enforced a bit more.
