The hotel is well-equipped with a pleasant environment and a wide view. The swimming pool on the 8th floor is a great place to relax, especially at night when the views of the city lights are particularly beautiful. The service quality of the hotel is excellent. The staff are all very warm and helpful, among whom a customer service representative named Dewin stands out for her beauty and kindness. She is always smiling and enthusiastic, helping guests with various tasks such as calling taxis, ordering meals, and exchanging money, promptly resolving any difficulties that guests may encounter.

I recently had the pleasure of staying at the Best Western Papilo Surabaya in May 2023, and it was an exceptional experience from start to finish. The hotel staff, especially Mrs. Indi, went above and beyond to ensure my stay was memorable and comfortable. From the moment I arrived, the staff at Best Western Papilo Surabaya exhibited exceptional hospitality. Mrs. Indi stood out with her warm and welcoming demeanor, providing me with all the necessary information and making me feel right at home. Her willingness to assist with any inquiries or requests truly made a difference. The cleanliness of the room was remarkable. it was evident that great attention was given to maintaining a high standard of cleanliness. The comfortable bed and well-appointed amenities added to the overall satisfaction of my stay. One highlight of my experience was the breakfast offered at Best Western Papilo Surabaya. The variety and quality of the breakfast options were outstanding. From local delicacies to international dishes, there was something to please every palate. The attentive staff made sure that all my preferences were taken care of, and I started each day with a delicious and satisfying meal. Throughout my stay, the staff at Best Western Papilo Surabaya consistently displayed a genuine willingness to help and a commitment to excellent service. Whether it was providing recommendations for local attractions, arranging transportation, or attending to any special requests, they always went the extra mile to ensure my comfort and satisfaction. I cannot thank Mrs. Indi and the entire staff enough for their exceptional service during my stay at Best Western Papilo Surabaya. Their dedication, helpfulness, and attention to detail truly made me feel valued as a guest. If you are looking for a hotel with a friendly and helpful staff, impeccable cleanliness, and a delightful breakfast, I highly recommend Best Western Papilo Surabaya.

The suit room was great. We booked two room to accomodate my family. Asked connecting room, but not available. It is not a problem becauae they gave us room next to each other. The room is super spacious and clean, one king bed, two bathroom, living room and pantry. Including microwave and refrigerator. The pool was great, clean and safe. Breakfast with many option.

Nothing but I wish I can get a connecting room.

Close to toll road, and we stayed here before: always friendly and well prepared check-in: professional and a pleasure to arrive here as you know it will be good, no obstacles or hurdles. Also nice is the A&W just before the lobby. Now we stayed in normal room, but i can also recommend their junior suite if you are with more people

Not much not too like, only a few details: we always call rightaway for spare toilet paper, as they always seem to put only one roll there. And this time no small handtowels, which for this kind of hotel would be a small thing to do. Cable TV super good reception, but the only reason would like to find another hotel is: no CNN. Only Al Jazeera which is well a differerent thing and the free to air DW.

Everything was awesome, facilities, room, location, perfect, i requested high floor and they provided, which bring me stunning view of Surabaya

When i arrived, ive asked the front office how much the rate pernight, turns out it was IDR 150k more than by bookingcom, which is so weird, walked in customer should be get better price rather than what published on OTA, since they shouldnt pay additonal 15-20% for booking charged, or, the staff try to keep it from them selves it could be fraud, be aware of scams from the front office staff...

spacious and clean room with sound-proof windows and door, the bed is comfortable, the pool's depth is 1.5 meters and near to the cafe and dim sum bar, good channels on the television

put one more table in the room for placing my personal stuff, it would be great the bath gel /shampoo can be improved

Very comfortable room, hot water and AC were good, staff were friendly. Breakfast was expensive by Indonesian standards but delicious - a buffet with a wide selection of foods.

The restaurant was closed for a private function when we tried to eat dinner there, so we had to go to the cafe by the pool instead - the food was just okay.

Breakfast was always the best, Room service is excellent, Staff is humble, clean up rooms was always very efficient

I missed sauna. This facility doesnt have sauna, steam room

Pool, staff were so helpful. Very clean beds really comfortable. Staff could not do enough for you. Indie the receptionist was great as was one of the senior staff who organised a doctor.

Need another lift😀

The room is spacious and they changed the linen everyday. It's awesome

The gym needs improvement so the guests could exercise better