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Shangri-la Hotel Surabaya

5.0 out of 5.0

Recent guest reviews

I arrived into Surabaya with a film crew to get some shots of patchouli being harvested only to find out that the place I wanted to go to in Surabaya was shut down. Apart from the property itself, the Shangri-La is an oasis from the hustle of the city. The little things a traveler would never expect - the distinct and familiar "Shangri-La scent" one smells upon entering a property to the wifi on my mobile, iPad and Apple laptop, all connecting automatically - seamless from a prior visit to a DIFFERENT property...oh, and not only in the building, but in their cars as well! Good job, Shangri-La! Now, back to my adventure. No patchouli growers or distributors, and I felt like I wasted valuable time and other resources to come to Surabaya. I told this to the concierge desk how disappointed I was and went to my room. While walking across the lobby, the concierge on duty, Michelle, noticed me and rushed over to tell me she found not only a distributor, but also where it is grown and Banda Aceh, about two hours away by plane in West Sumatra. She arranged everything, to the amazement of myself and my team. She took care of everything and then handed me a detailed itinerary the next morning before leaving for the airport to fly to Banda Aceh. INCREDIBLE. The next day, we flew to Banda Aceh and met three gentlemen who took us deep into the mountains to show us exactly what we flew to Indonesia for - to see wild patchouli being harvested! Really incredible. I am typing this and I still can't believe it! Thank you Michelle! Thank you Shangri-La! You guys have quite an asset with Michelle and the rest of the group!

This is a very big hotel with strategic location. Thank you for Mr Leon on reservation desk with very good service. Quiet and clean room. Very fast and free internet. Good breakfast with local traditional food and drink ( you must try Jamu, one Indonesian traditional health drink ) They have many restaurant in the hotel.. Thank you for Veni from Shang Palace Restaurant with your very good service. At all very satisfied with the service, and will come back again .

Finally the rooms got a make over! Now they looks decent and up to Shang’s worldwide standards. So room and club room are good now. Service is good. Spa is still terrible on the men’s side (sauna, gym equipments etc). But definitely better than the Marriott Surabaya (too noisy).

All great, nothing to complaint, except the bustle hustle road where it is located, almost everytime traffic, but very strategic location. So again, nothing to complaint. If I have the money, of course will stay there again.

20-22mar2018 Golden circle member Room#920 Super slow check-in, about 20minutes for all process from start to complete. The soap bar is weird, looks like two bars stick to one. Too ugly for Shangrila hotel. Looks like two old and used soap bars re-stick to one and re-pack. 20mar2018, dinner+conference at the ball room, super low food quality/taste. Hotel is too old, had one bad experience with the elevator, doors wont’t close, then close slowly, then reopen, than close again. Just dont feel safe! STRONGLY NOT RECOMMENDED. Many better and new hotels around this shangrila hotel.

It is a Hotel with more than 10 years and they are doing renovations to the exterior of the hotel giving it a fresh coat of paint. all work is done from 9 am till 5 pm so very little disturbance. When we arrived at the airport, the hotel limo (sub contract to Blue Bird Taxi) was there to pick us and it was a nice 30 minute drive to the hotel. The hotel is in the Paksi District a little far from the CDB area but with Grab it can be reached within 20 minutes. We stayed at the Horizon Club Floor and as expected, the service was impeccable. The team that impressed my wife the most are as follows:- Ms Agustina and Ms Fediana (Duty Managers) and Ms Michelle went beyond their call of duty to help us locate places to eat and things to buy. Ms Ika and Ms Nena, were always very attentive and made sure we had our breakfast the way we wanted it. Kudos to the team. Although, we did not see much of Ms Fediana as she went on leave, I must say that Ms Agustina, Ms Ika and Ms Nena made us laugh, with their one liners and jokes. This is the kind of service you would not find at any of the Shangri-La chains in China. Ms Michelle spoke very good Mandarin and ensured that my wife's needs were meet Since my wife does not speak Bahasa Indonesia. Our room had a great view and very comfortable beds. Housekeeping did a great job. The rooms were newly renovated. Breakfast at Jamoo was ok, service a bit slow, but, they tried very hard to accommodate a full house. Dinner at Portofino was very good, my wife who is so-so about Italian food liked everything she ordered. for me, yes it was nice. And the service too was great. Everybody at the lobby always had a smile and the bellboys were great. Special mention must be made for Mr. M. Kunto Hartono (Service Leader-Concierge. He ensured that the free shuttle to Ciputra Mall for drop off and pick up were never late. Overall this is a great stay as my wife loved the architecture of the hotel. The only down side was the was sporadic at best..maybe it due to a full house or due to the rainy days during our stay. On days where there was no rain, we took to the pool and it was nice and big. Yes, I look forward to another 5 day stay once the painting to the facade is complete, when their sales team informs me they do have the hotel T-shirt in my size.... Thanks you staff of the Shangri-La Hotel Surabaya.

Although this hotel is one of the classic hotels but I didn't find any outdated thing with the facilities. Great hotel, great staff, great services, great stay. I have a nice breakfast, enjoying swimming with family on the swimming pool feels like Bali view

this afternoon with waterpump accident at 17th floor. we know not wrong on services ..... and the reception, bellboy, and hk team are very strong responsibility and commitment to make guest happy on every condition. it's very appreciated. Hope your floor & water well soon. Thx. Samsul - GM +62 818 310 410 From Bali

Great hotel, great staff specially michael from concierge. Great service from Amelia and Andrian from breakfast restaurant. The breakfast super crowded, the staff (the service and the kitchen) can’t handle it. You need to wait long for food refill especially the siaomay and croissant. The room interior are great, the bathroom amenities are great.

Stayed 4D3N for an ASPAC Regional conference. The room was so comfortable, nice lounge, great meeting rooms and excellent breakfast. Its location also make the hotel is more valuable, not in the center of the city, but it's very easy for a traveller to reach any kind of destination in Surabaya.

JL. May. Jend. Sungkono 120 Surabaya East Java

Hotel highlights

  • Free WiFi in rooms and public areas
  • Free parking
  • Onsite dining
  • Spa

Within a short walk of Ciputra World Mall, Shangri-la Hotel Surabaya is within a mile (2 km) of Surabaya Town Square. This 5-star hotel has 368 guestrooms and offers conveniences like 5 restaurants, a full-service spa, and an outdoor pool. Surabaya Zoo and Mpu Tantular Museum are also near this Surabaya hotel.


Enjoy dining at JAMOO, one of 5 onsite restaurants. Entertain your taste buds with a beverage at the bar/lounge or coffee shop/café. Start your day off with breakfast, available for a fee.


All 368 air-conditioned rooms provide refrigerators, minibars, and coffee makers. Plasma TVs come with cable channels and DVD players, and guests can stay connected with free WiFi and wired Internet. Bathrooms offer hair dryers, free toiletries, bathrobes, and slippers. Free newspapers, free bottled water, and safes are also standard.

Property features

Guests of Shangri-la Hotel Surabaya enjoy a full-service spa, a nightclub, and an outdoor pool. Onsite parking is available, both free self and paid valet parking (USD 5 per day)—also useful is an airport shuttle (available 24 hours) for USD 46 per vehicle one-way. The front desk has multilingual staff on hand 24/7 to help with dry cleaning/laundry, concierge services, and luggage storage. Other amenities at this luxury hotel include a children's pool, a health club, and a spa tub.

Reviews from Trip Advisor

Trip Advisor aggregated rating

86.0% of guests recommend this hotel

Total of 712 reviews