The customer service was excellent throughout the stay. Check in was fast and we were given early check in without having to request. The Hotel also connect and engaged with us via WhatsApp. It is very useful when I need help in food recommendations or how to get around Surabaya conveniently. Every staff is very attentive and friendly. The best thing is the service standard and food quality is very consistent across the globe. It also have all the room amenities. I really enjoy staying at Shangri-La for all my travels.

If I really have to give one, it'd be the location. Unliks Westin and Sheraton which are co-located with shopping malls, I need to walk a bit from Shangri-La to the nearest mall which is about 550m away. It is near enough hence no complain.

Guest Relations Frisca and Duty Manager Benny and overall fo team and executive lounge team was very helpful

The executive lounge was super poor and limited. Food of the night and soup of the night was same in breakfast Following the night before. Their breakfast especially selection is very limited and drinks as well. I trust its not a big issue but its a very constructive feedback. The service was exceptional as staff

Amazing hotel with a top service level. Very friendly helpful geniune staff! Wow! The BBQ was just TOP! I asked to grill my meat ‘saignant’/medium rare & it was just perfect! Thank you for the great experience! Well deserved 4/5! The breakfast was extended and delicious. We also liked the authenticity of the Hotel. Very local support and local feeling.

They need to change their flatirons. I had an urgent meeting and I received 2 broken irons. After all. Kind that they ironed my shirt! Must be said also

Absolutely the best attentiveness and caring of guests from one of the most beautiful and traditional luxury hotels in Indonesia. Management understands that flexibility and generosity goes a long way for all guests staying at this hotel. That combined with one of the best lounges of probably any hotel in the world and you have a winning combination. I always enjoy my special stays at this hotel. Whether for business and/or a little relaxation, the staff at this Shangri-la in Surabaya make you really feel like a valued customer. This is what the experience should be like at every hotel but unfortunately is not always the case in this world. I'm pleased to know that it still exists at this little gem Shangri-la in Surabaya. Thank you to all the staff for making my stay so enjoyable.

Well appointed room. Quiet. Excellent bed. Loved the health club (sauna, steam baths, jacuzzi, gym) Attentive and responsive staff

Had an issue with AC in the room, but it was addressed promptly, it happens. Japanese restaurant on site is sub-par, one of the worst Japanese meals I’ve had in Indonesia (and I’ve had a lot). I understand it’s sub-leased so in no way the hotels responsibility.

Top class hotel. The staff is great, attentive, polite and very nice and professional. The facilities are amazing, the pool is good, the gym has everything you need, the spa service is also amazing! The food options are also very good, I tried the Japanese restaurant and it was amazing! The room size is also spacious, the bed was extremely comfortable, it is clean and tidy. I loved my stay at the Shangri La and hope I can comw back soon!!!

Only comment is that breakfast in my opinion, has a lot of Indonesian and Chinese food, and is lacking a bit of options for Continental breakfast type of people.

Very nice rooms, great facilities and excellent restaurants on site

Everything was good, but compared to other luxury hotels in Indonesia the breakfast options were a little light

The room is nice.

For suite room guess, you should provide special car parking space or free vallet. The electric socket in the Bali suite is very troublesome. Luckily I bring my Swiss knife to deal with this unfamiliar socket. Sure I prepared to deal with international electric socket when I go a broad, but it is not a pleasant surprise to find this 3 head electric socket in a hotel room in Indonesia. You should replace this with 2 head electric socket like any other place in Indonesia, because..... your hotel is in Indonesia... Right??? 😁😁😁 The brekfast menu in executive lounge is too limited. When we try for welcome drink/cocktail at arrival, the pastry/ cookies already gone. Only coffee available The staff are very friendly and helpful.

We were in Surabaya for the Mount Bromo tour and the Shangri-la was the perfect base to relax and recover. Rooms were comfortable and spacious. Staff were friendly and helpful.

Minor point but the cleanliness of the rooms was slightly below the standard expected of a Shangri-la

Amazing restaurant with an top service level. We asked to fix our train tickets! They did a great job with this! The BBQ was just TOP! I asked to grill my meat ‘saignant’ & it was just perfect! Thank you for the great experience! Well deserved 5/5!

I didn’t like leaving. But back in 4 days 💪🏼