Best Western Papilio Hotel ★★★★

The room is spacy, the bed is comfy, clean, the staff are nice

The tv is too small, the parking area is too narrow, i have to wait in a long line before i can get out from the hotel

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.

Food and room

Na

Everything is good

Affordable price

Comfort

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

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

The gym needs improvement so the guests could exercise better

The room and breakfast specially.The swimming pool was great , though I didnt like the music they play in the café so I never ordered anything there. The gym was Ok but the two machines didnt seem to work very well.

The machines in the gym were old and didnt seem to work properly

location, friendliness of staff, breakfast, swimming pool.

not so clean, not well maintained, e.g. torn upholstery on the sides of the bed, slow internet

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.

Spacious room, comfort bed, nice view, a lot of breakfast variety food and tastes good.

Need more elevator. You have to wait almost 15 minutes for the elevator while in busy hours (such as: breakfast, etc).

Breakfast is good. Rooms are nice.

2 elevators for 35+ stairs, you better not be in a hurry. The restaurant is really bad, had poor re-heated pasta and not well cooked pizza. Laundry service slow because not performed by the hotel. Located on a really busy (trafic-wise) street. Pool: Very very limited amount of chairs to lay down. No beer at all in the hotel.

The room was smelly. Only two lifts for more than 30 floors. The waiter at the restaurant does not know the meaning of "resting position" of cutlery.

We had exceptional service from both check in (April) and check out (Frisca) staff who also escorted us to the airport in the morning. Both spoke perfect English and very polite and personal. Rooms were clean and bathroom had everything you might need, bed was very comfortable. There was 2 pools, fitness room, very good buffet breakfast and a restaurant. Next time we travel to/through Surabaya we will definitely stay here again.

Nothing

Best customer service. Ms.April particular in front desk was very helpful. Extraordinary. I give 10 out of 10 points. Nice breakfast. Clean rooms.

Nothing

The breakfast is very good . The location is strategic. No traffic jam , Near the highway road.

The lift should get better... Only two lift for 30 floors... It's hard to believe.

It was a VERY pleasurable, relaxing stay. You felt very taken care of, and welcomed by the staff like you're and old relative they missed, even though you're a perfect stranger. One was welcomed with a warm, sweet drink; lemongrass tea, and the staff's attention directly felt very genuine, not just because they were expected to give the hotel guests a certain level, for their 4-star rating. However there was indeed one in the staff that stood out, a customer service employee, if I am not mistaken. She offered her services as a guide to the city, and her knowledge of Surabaya, and the surrounding areas. She organized personalized, individual day trips, with reliable people who did not over charge and stayed with you as you went off adventuring. I was made to feel like VIP, even though I paid a regular fee, like everyone else. Even when I did not have the time to make certain excursions due to unforseen circumstances, she made sure that even on the day I had to leave, she showed me around so I could see as much as possible, under the circumstances. And after it all, there was no expectation of getting paid or reinbursed in some fashion. She simply did this because she seemed to love what she did. It says a lot about a place when they look at these qualities, when hiring staff. And indeed, it felt like had it been another staffmember I may possibly have gotten their very best. But I can only speak from my experience with this specific staffmember. And it was beyond all my expectations. When I come back to Syrabaya some day, I will be sure to pick Best Western Papilio, because of this. I warmly recommend this place, and if the employer is reading, I would give them a tip, to reward staff, when they perform as well as she did.

Very nice staff. Fast food on site. Close to the airport. English tv channels.

Very very very noisy. I could hear people in the room above moving furniture numerous times a day. The doors and windows are not soundproof thus you can hear various Hall and outdoor noises. I saw dressed up people in the pool. Missing toiletries, no bathrobes. No alcohol at all.

The bedding was perfect. The view from the 28th floor was wonderful. Nice and big breakfast. Welcome drink. Well located for the airport and bus station.

No electricity in the room from 8 am. Only one card per room.

Nice location, the staff at front desk is very friendly, room is big and clean but the chair cushion wore off.

We arrived at property around 6pm, only 1 staff at front desk for checking in and it take a while for us to get our room key. Should have more staff during this hours.