Disappointed with staff.

My family and I had a horrible experience at the hotel. Some of the staff were not polite, though some were. My main concern was the booking. I booked two rooms, one with 3 people (2 adults and 1 child 12 years old), and one room with my wife and myself. I had to pay extra for the breakfast meal for my 12-year-old niece. When we went to the dining room, they said that only 4 people could have breakfast since one room is only two free breakfasts. I showed my extra payment receipt, but the staff did not oblige, to the point they were rude. My question is, Why was my booking for an extra breakfast meal refused when I paid extra for the meal? I wasted extra money on the meal which was not honored by the hotel. My niece ended up purchasing her food outside the hotel. There was no empathy among the staff. I understand that they had to abide by the rules but I PAID EXTRA FOR THE EXTRA PERSON WITH BREAKFAST MEAL. I am very frustrated that I lost money for nothing. I hope the management fixes this concern

Helpful staff

Very nice breakfast, good location, nice view from the window, spacious room

The biggest minus was dirty bedclothes. There were stains on the bedsheet. I asked cleaning stuff to change it but the next one was dirty as well. I could sleep because I had my blanket.

Good location, great staff. Very limited bfast options tho

Near to mall Easy access to transpo Nice staff

Limited breakfast options

Clean and comfortable Attending staff Delicious room service

Great location, friendly staff and most of all comfy and clean room.

Limited breakfast choices

We loved everything. The staff is very friendly and helpfull. It was realy perfect.

location good, spacious good

felt old room,

Everything was really good. Breakfast is super.

the air condition did not work well, we asked the housekeeping,to check and they did, but nothing change. The shower was okay, but it would be much better if it was not a fixed shower, but a moveable shower (with line)

The most kind doorman and Lobby staff

The phone cable at 1712 & 1716 was not good

We really like the location and the hotel. It was comfy and we had a nice stay in Surabaya.

none