Holiday Inn Express Surabaya CenterPoint by IHG

First time and just love the location.. if you traveling alone, taxi preferred or love to walk.. this hotel is good place to rest your back. convenience store/Atm not too far. usually here at surabaya for years I will find hotel with toll gate nearby, with pool, views, or any extra pleasure, but most I preferred is the location where everything basic need is available (and cheap for sure). Suitable for long stay, me here already more than 1 week. good guest service, good security, and for express/bugdet hotel the breakfast is reasonable. They need put some sun shield at egg/omelete stand so that guy can stay there without burned, or put some bells button so we can call her/him. I forget her name, but thank you Evadini for serving me.. Room is OK, not super clean but still holiday inn standard. don’t care as long my pillow is comfort.

Nice place to rest. The service here in awesome, especially when breakfast time. The staff, Endini serves us with polite and smile, makes my son very happy and enjoy his breakfast time in here.

A Memorable Stay with Room for Small Improvements I recently stayed at Holiday Inn Express Surabaya for around 3 days, and overall, it was a pleasant and memorable experience. First of all, I truly appreciate how helpful and kind the staff were. I had booked the room under my dad’s name, but since we were still overseas and only my mom had arrived in Surabaya earlier, I was worried she wouldn’t be able to check in. Thankfully, after calling and messaging the hotel via WhatsApp to explain the situation, the staff took note of it and kindly allowed my mom to check in first. This small gesture meant a lot to me, and I’m very grateful. We also really appreciated the hotel’s partnership with Golden Bird for airport pickup it made our arrival smooth and convenient. However, there was one moment before our stay that left us a bit confused. One evening, we called the hotel to ask about transportation, and the receptionist (a female voice) said there was no transport available and told us to contact the taxi company directly. It felt like she was just trying to avoid helping us, which was disappointing. Even more confusing, when we called the number she gave, it turned out to be a different hotel altogether. We tried to stay positive, thinking maybe she was just tired or having a bad day. The next morning, we called again and spoke to a different receptionist (also female, but a different voice), and she was very helpful and arranged transportation for us. We felt relieved and happy to receive the proper assistance. Later, when our flight was delayed overseas, we contacted the hotel again via WhatsApp to reschedule the airport pickup time and once again, they were very accommodating and helped us without issue. While this wasn’t a big problem for us (we’re not the type to complain easily), I do think management should pay attention to situations like this. Sometimes one staff member’s poor attitude can damage the hotel’s overall reputation, even when the rest of the team is doing their best to keep it up. I’m sharing this not to criticize harshly, but because I care — Holiday Inn Express Surabaya holds many memories for me, and I want to see it continue to thrive. As for the facilities: The room was clean and nice. My family appreciated being placed on a higher floor — we hope to get a city view next time. When I had a problem with the room, the staff responded quickly and moved me to another one, which I appreciated. The TV channels need improvement — most were broken or not working well, and it was hard to find something to watch. Breakfast was delicious, but I do hope there will be more variety in the future. It would also be helpful if each room could be given two access cards instead of one. It can be inconvenient when someone needs to go downstairs and the others are left waiting to swap cards. Two years ago, I stayed at this hotel for a week, and I could feel the warmth and freshness of the place. Coming back after two years, something about that warm feeling felt a bit faded. I can’t quite say what’s missing, but I truly hope that next time if God allows me to return I’ll feel that warmth again. Still, kudos to all the hardworking staff — from the front desk, housekeeping, kitchen, F&B attendants, to security. Thank you all for your service and care. And once again, thank you for helping with my mom’s early check-in. It may have seemed like a small thing, but it meant the world to me.