Ratings based on 80 Verified Reviews

3.9 out of 5
88% of guests recommend
3.9 Room cleanliness
3.9 Service & staff
3.8 Room comfort
3.6 Hotel condition
Expedia Verified Reviews
4 out of 5
by A verified traveler from Eli Waters

Posted 17 Aug 2024
Staff were great but the service was so slow. Evening meal in the bistro was disgraceful but in the Japanese restaurant it was great but again, very slow. No quiet areas where you can bring your own drinks to sit and relax. Pool is not at all what is shown and you can't get an alcholic drink there either. Have to compliment your staff though.
Comment from Hotel Management
20 Aug 2024 by Sugito Adhi, Hotel Management
Dear Antonius, Thank you for taking your time to tell us about your experience at Mercure Surabaya Grand Mirama. We are sorry that your experience did not meet your expectations; Please allow us to express our sincere apologies. At Mercure, we strive to provide better service to every guest; Therefore, your feedback is very important to us. We assure you that we have taken action to address and prevent a recurrence of the problem in the future. We thank you for sharing yours with us and we hope that you will give us the opportunity to serve you better in the near future. Sincerely, Sugito Adhi General Manager
4 out of 5
by A verified traveler

Posted 11 Apr 2024 on Wotif
For Surabaya (as a non-tourist destination) I like staying here (many times) Nothing stands out, but nothing disappoints either. My rate would be 4 stars.
3 out of 5
by A verified traveler

Posted 9 Mar 2024 on Hotels
They gave me 2nd floor room. So noisy. Some fellas were banging and doing construction at 12:30am!
Comment from Hotel Management
24 Jun 2024 by Sugito Adhi, Hotel Management
Dear Dennis,Salam Hangat Dari Mercure Surabaya Grand MiramaTerima kasih telah memilih Hotel Mercure Surabaya Grand Mirama sebagai tempat menginap selama kunjungan anda di surabaya. Merupakan sebuah kehormatan bagi kami untuk menerima ulasan positif dari Anda mengenai kualitas pelayanan kami. Saran dan masukan dari Anda adalah dorongan bagi kami untuk senantiasa memberikan pelayanan yang terbaik kepada pelanggan kami. Tetap jaga kesehatan dan kami akan selalu menunggu kehadiran Anda kembali di Mercure Surabaya Grand Mirama.Salam Hangat,Sugito AdhiGeneral Manager
3 out of 5
by A verified traveler

Posted 5 Aug 2023
The TV was not working and couldnt get a usb charger / was pretty dark in the room
Comment from Hotel Management
10 Aug 2023 by Andreas Riyadi, Hotel Management
Dear MichaelWarmest Greetings from Mercure Surabaya Grand MiramaThanks for sharing your recent experience at Mercure Surabaya Grand Mirama. We take good note of your feedback in regard to the TV in the room not working properly. Trust I will share your feedback with the team, to ensure we continue enchanting our guests and making sure you come back very soon in the near futureWe look forward to having you back on our property in the near future.Best regards,Andreas RiyadiGeneral Manager
4 out of 5
by A verified traveler

SURABAYA JULY 2023

Posted 30 Jul 2023 on Hotels
Nice hotel in a good location in Surabaya CBD. Staff were also very firendly and helpful. Like a lot of hotels post pandemic though the hotel is starting to show its age a little bit so will need renovating at some stage before too long.
Comment from Hotel Management
1 Aug 2023 by Andreas, Hotel Management
Dear Simon,We appreciate your comments regarding your stay at the Mercure Surabaya Grand Mirama. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will encourage all of our staff as we strive to improve the quality of our services continuously.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Sincerely,Andreas RiyadiGeneral Manager
4 out of 5
by A verified traveler

Posted 25 Jul 2022 on Hotels
Comment from Hotel Management
28 Jul 2022 by Andreas, Hotel Management
Dear Valued Guest, Warmest Greeting From Mercure Hotels Surabaya Grand Mirama We very much appreciate your comments regarding your experience at the Mercure Surabaya. It is always a pleasure to receive your feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be more satisfying Sincerely, Andreas Riyadi General Manager
3 out of 5
by A verified traveler

Dusty Room lacking maintenance

Posted 8 Oct 2021 on Hotels
We got room on 6th floor, we requested for a smoke free room - and we got a room on the older wing (this hotel was previously Mirama Hotel), however we found out the bathroom was running out of soap, refrigerator was non functioning and the chair cushion were dusty. I am allergic to dust - so the whole time I was there I kept on sneezing. very 'painful' experience.
Comment from Hotel Management
9 Nov 2021 by General Manager, Hotel Management
Dear Sir, Warmest greetings from Mercure Surabaya Grand Mirama! Thank you very much for your thorough feedback. We do apologize to learn that your last experience had not been the best one and greatly appreciated your feedback and suggestion. I will personally take it into consideration to keep improving the quality of service of our property. Once again, thank you very much for your constant support and loyalty towards our hotel and we hope that we can host your next stay in near future. Best regards, Andreas Riyadi General Manager
4 out of 5
by A verified traveler

Posted 6 Feb 2020
Comment from Hotel Management
12 Feb 2020 by Joni , Hotel Management
Dear Sirs, We very much appreciate your comments regarding your experience at the Mercure Surabaya. It is always a pleasure to receive your feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Joni Guest Service Manager
4 out of 5
by A verified traveler

Posted 14 Mar 2019
The feeling I had for this hotel is slightly different from other mercures I stayed. The feeling it gave is , this branch is catered more for locals rather than tourist
Comment from Hotel Management
2 Apr 2019 by Joni, Hotel Management
Dear Sirs, We very much appreciate your comments regarding your experience at the Mercure Surabaya. It is always a pleasure to receive your feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Joni Front Office Manager
4 out of 5
by A verified traveler

After all just 👌

Posted 9 Feb 2019 on Hotels
It was ok The hotel is old but still nice Japanese restaurant was very expensive and the ramen noodles not so tasty.
Comment from Hotel Management
20 Feb 2019 by Joni, Hotel Management
Dear Wielanda, We very much appreciate your comments regarding your stay at the Mercure Surabaya. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Joni Front Office Manager
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