m***d

Leisure

10.0

/10

Reviewed 4 day(s) ago

Very very very very very very very thank you

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D***i

10.0

/10

Reviewed 5 day(s) ago

Very friendly service, the real 5 star hotel, the food is delicious.

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Z***i

Leisure

10.0

/10

Reviewed 1 week(s) ago

I like to travel to Indonesia, because the staff is very soft-spoken and respectful.

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Verified Traveler

8.5

/10

Reviewed 4 week(s) ago

This hotel has always suited us and our family, the rooms, food, facilities and service are always satisfactory.

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Accommodation's Reply

13 Jul 2026

Dear Valued Guest, Thank you for sharing your positive feedback with us. We are pleased to know that your experience at Shangri-La Surabaya met your expectations and left a lasting impression. It was our pleasure to host you, and we look forward to creating more wonderful memories with you on your next visit. Warm regards, Shangri-La Surabaya

g***i

Business

9.4

/10

Reviewed 4 week(s) ago

I really like Shangri La, from Shangri La in Jakarta to Surabaya, especially the Horizon Club.

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Accommodation's Reply

13 Jul 2026

B***t

Staycation

10.0

/10

Reviewed 6 week(s) ago

Gave a gift to my nephew with a staycation at Shangri-La, he was very happy because of the many experiences he had.

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Accommodation's Reply

02 Jul 2026

Dear Guest, Thank you for your kind review. We are thrilled to hear that you had a pleasant stay with us and that we were able to make your visit a memorable one. We sincerely appreciate your support and look forward to welcoming you back soon to experience the warmth and luxury of Shangri-La Surabaya once again. Warm regards, Shangri-La Surabaya

a***a

9.4

/10

Reviewed 6 week(s) ago

Honestly, the first time i got at the check in counter because they said my booking wasn't on the list. But they still tried to look for a room (because i still got the eticket from traveloka) idk if the error was from traveloka or from the hotel's app, but please you better checked it. The staff maybe was annoyed to when i asked whether this has happened before. Sorry ya kalo annoying, tapi saya udah kelamaan berdiri disitu dan diem aja. But, overall it was a pleasant night and our family time was well spent there. My kid got a telescope, a hat and some activity voucher. The staff was friendly and helpful. Oh, also we got an appology can of cookies, which was a nice gesture from the fronliner manager (forget her name). Hope if we ever come back, there won't be error such as my case. Jadi sebaiknya tolong dicek error darimana dan di maintain dg baik. Thankyou 🫶

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Accommodation's Reply

30 Jun 2026

Dear Valued Guest, Thank you for taking the time to leave such a lovely review. We are delighted to know that you enjoyed your stay and appreciated the hospitality provided by our team. Your satisfaction is our greatest reward, and we look forward to welcoming you back to Shangri-La Surabaya for another exceptional experience. Warm regards, Shangri-La Surabaya

H***s

6.8

/10

Reviewed 7 week(s) ago

If you're bringing a child under 6, you'll be charged for breakfast, which isn't as strict at other Shangri-Las. Also, the breakfast coffee tastes awful for a 5-star hotel. Other than that, the hotel is quite nice.

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1 people find it helpful

Accommodation's Reply

26 Jun 2026

Dear Valued Guest, Thank you for taking the time to share your feedback with us. We sincerely regret that your experience did not fully meet your expectations. Please know that your comments have been shared with the relevant team for review and improvement. We are committed to continuously enhancing our services and ensuring a better experience for all our guests. We appreciate your feedback and hope to have the opportunity to welcome you back for a more enjoyable stay in the future. Warm regards, Shangri-La Surabaya

Verified Traveler

10.0

/10

Reviewed 7 week(s) ago

It was a pleasure to stay here, clean, comfortable, complete facilities.

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Accommodation's Reply

24 Jun 2026

D***s

Leisure

10.0

/10

Reviewed 8 week(s) ago

Nice hotel in the middle of Surabaya city with warm hospitality.

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Accommodation's Reply

10 Jun 2026

R***a

10.0

/10

Reviewed 12 week(s) ago

The hotel and its service are top notch

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2 people find it helpful

Accommodation's Reply

19 May 2026

Dear Guest, Thank you for taking the time to share your experience with us. We are delighted to know that you enjoyed your stay at Shangri-La Surabaya and truly appreciate your kind words. We look forward to welcoming you back again soon for another memorable experience. Warm regards, Shangri-La Surabaya

A***y

Leisure

10.0

/10

Reviewed 12 week(s) ago

Friendly staff, excellent service, free late check-out until 1 p.m., and the ability to wait in the spacious hotel lobby after check-out. Overall, it was a complete satisfaction.

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Accommodation's Reply

19 May 2026

sinta n. w.

Staycation

10.0

/10

Reviewed 13 week(s) ago

The staff is helpful and friendly, but there are a few suggestions for kids activities, it seems the rundown is not well organized, my arrival on May 9th at 3:30 PM was able to enter the room, given a brochure about kids activity rundown at 3 PM there is a ride in car, but it turns out when I asked the staff at the playground, the event was canceled and replaced the next day on May 10th at 11 AM. But from me, I was not disappointed, more like it was not well organized. But, overall good, most like the food for breakfast, very varied, fresh and all delicious. Definitely will come back to stay here.

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Accommodation's Reply

18 May 2026

Dear Ms. Sinta, Thank you for taking the time to share your detailed feedback regarding your recent stay with us at Shangri-La Surabaya. We are delighted to know that you enjoyed our breakfast selection and found our team helpful and friendly. Your kind words truly mean a lot to us. At the same time, we sincerely apologize for the inconvenience caused regarding the kids activity schedule and the last-minute change of the ride-in-car activity during your visit. We truly appreciate your understanding and constructive feedback, as this highlights an important area for us to improve, particularly in terms of activity coordination and communication to our guests. Please rest assured that your comments have been shared with the related team for further evaluation and improvement. It is wonderful to hear that despite the experience, you still had an enjoyable stay and we are truly grateful for your willingness to return. We look forward to welcoming you and your family back again for an even more seamless and memorable stay in the future. Warm regards, Shangri-La Surabaya Team

Lestari W. C. W.

Staycation

10.0

/10

Reviewed 16 week(s) ago

Certainly will stay there again

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Accommodation's Reply

20 Apr 2026

s***o

8.2

/10

Reviewed 18 week(s) ago

Good, but the valet is paid even if you stay overnight.

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Accommodation's Reply

14 Apr 2026

Hendro U.

Staycation

10.0

/10

Reviewed 18 week(s) ago

Awesome, very comfortable

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1 people find it helpful

Accommodation's Reply

02 Apr 2026

Ibrahim T. A.

9.7

/10

Reviewed 19 week(s) ago

Always a destination hotel in Surabaya for staycation because of the facilities and hospitality, permission to suggest maybe adding an indoor children's playground for the kids.

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Accommodation's Reply

30 Mar 2026

rizqi s. n.

Staycation

9.4

/10

Reviewed 19 week(s) ago

Perfect services and accommodation

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Accommodation's Reply

30 Mar 2026

P***o

Business

10.0

/10

Reviewed 20 week(s) ago

True to its advertising, nice and luxurious

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Accommodation's Reply

23 Mar 2026

P***a

10.0

/10

Reviewed 24 week(s) ago

Actually, we booked a deluxe room, but the receptionist did some upselling to us. The breakfast was 👍 and the restaurant staff were so helpful.

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Accommodation's Reply

13 Mar 2026

Shangri-La Surabaya

Overall Ratings & Reviews Shangri-La Surabaya

9.1

9.0

8.8

9.0

9.0

Traveller Reviews Shangri-La Surabaya