Celestia Chai
May 16, 2025
I stayed at The Southern Hotel Surabaya recently. The room was clean and comfortable, and room service was good.
However, the experience was soured by poor service. I requested airport transfer upon check-in and was told it was available. On check-out day, the receptionist (Nata) said no car was available because I didn’t book 3 days in advance — even though I had checked earlier. She was impatient and dismissive on the phone.
Worse, the massage I booked (15 May, 10:15 AM) was rough and unprofessional — I had to stop it 15 minutes in, but was still asked to pay. When I raised it with the receptionist, she brushed me off and asked me to deal with the therapist myself.
Extremely disappointing service. If the hotel chooses to partner with a spa, they should ensure it meets proper standards.