Bess Mansion Hotel Surabaya

Newly opened, the room is relatively clean.

Very comfortable hotel...

Stay here every time, perfect

The room is spacious and very clean. The bathroom is slightly small.

Overall it's good

I really like the hotel, the location is strategic, clean, comfortable, the doorman is friendly, the reception is friendly, the Facebook service is friendly but unfortunately the service for getting the room ready took a really long time and was disappointing, I checked in and came to the hotel at 13.58, waited for session 1: 25 minutes and waited the room wasn't ready yet, just called again and said there was a double booking on a different application. Meanwhile, I have ordered and paid in full on this application, with the type of room I chose (2 rooms) the notice is applied (adjacent/adjacent to one floor). Finally we were asked to wait another 35 minutes on the grounds that the room I ordered was not available. More than 35 minutes of waiting... in total we waited in the lobby for 1 hour and a half. The kids were so tired and bored because they hoped that when they reached middle school they would be able to rest straight away. They could only enter the room at 15.25. While the room key was only given for 1 room, after a few moments the other was given. I received a room key in the condition that I didn't have the ticket registration that had been registered at the reception. Why am I sure I haven't received it because I took the check-in video for hotel review purposes when I first entered junior high school until after checking out. But when my car left the valet parking, it couldn't because I didn't have the registered ticket. From there I just remembered that at the beginning the c/i wasn't given to me by the reception staff because at that time we were already tired and really bored because we had waited too long. But the receptionist who was on duty in the same shift as my c/i and c/o didn't confirm the reminder at all. Finally we paid the 58k vallet parking fine. Why didn't I complain that I wasn't given a ticket because I had forgotten and the officer assured me that it had been given to me, when I asked to double check at the beginning. And after the car was on its way, I tried to open the video c/i and it was true that I didn't receive the vallet parking ticket for that video. That's okay... that's where I was really disappointed!! Then again, the complimentary room which was supposed to be for 2 pax was only available as a package in my 2 rooms. I conveyed the complaint to the reception officer when the c/o answered that it was true that only 1 pax was due because the hotel was in high season. And said that if I had said more minutes the officer would have given it. My question is why wait for the guest complaint before it will be given!! This means that if the guest doesn't understand the amount of complimentary that should be given in the room, the hotel will just keep quiet...while they pay according to the price, you know, it's not free either!!! That's where guests are disadvantaged. Hopefully it can be used as material for correction, because in my opinion this is fatal, especially the Front Office section which should be the front liners in the hotel is actually like that!!! It's a shame, because one employee's return means the hotel's image is not good!!