Reviews of Best Western Papilio Hotel 4 stars
Jalan Ahmad Yani 176-178, Gayungan, 60235 Surabaya, Indonesia
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Reviewed: 1 September 2025 · Stayed in August 2025
Verified reviewThe staff were absolutely wonderful – always so kind, attentive, and ready to help with even the smallest requests, which made us feel truly welcome. Breakfast was simply amazing, with an incredible variety that exceeded our expectations. The rooms were spacious, beautifully comfortable, and offered breathtaking views of the city.
The location is not ideal, as it is quite far from Surabaya’s city center. The restaurant closes early and does not serve alcoholic beverages.
Reviewed: 1 September 2025 · Stayed in August 2025
Verified reviewThe staff were absolutely wonderful – always so kind, attentive, and ready to help with even the smallest requests, which made us feel truly welcome. Breakfast was simply amazing, with an incredible variety that exceeded our expectations. The rooms were spacious, beautifully comfortable, and offered breathtaking views of the city.
The location is not ideal, as it is quite far from Surabaya’s city center. The restaurant closes early and does not serve alcoholic beverages.
Reviewed: 1 September 2025 · Stayed in August 2025
Verified reviewThe staff were absolutely wonderful – always so kind, attentive, and ready to help with even the smallest requests, which made us feel truly welcome. Breakfast was simply amazing, with an incredible variety that exceeded our expectations. The rooms were spacious, beautifully comfortable, and offered breathtaking views of the city.
The location is not ideal, as it is quite far from Surabaya’s city center. The restaurant closes early and does not serve alcoholic beverages.
Reviewed: 24 August 2025 · Stayed in August 2025
Verified reviewBreakfast is good and many variant of traditional food. Location is closed to city
Basement parking lobby too dark, nobody switch ON the lignting there
Reviewed: 2 August 2025 · Stayed in August 2025
Verified reviewReviewed: 28 July 2025 · Stayed in July 2025
Verified reviewReviewed: 23 July 2025 · Stayed in July 2025
Verified reviewReviewed: 21 July 2025 · Stayed in July 2025
Verified reviewReviewed: 14 July 2025 · Stayed in July 2025
Verified reviewConfortable big Bedroom, rich breakfast and nice pool. Very friendly staff for breakfast too.
Everything great, maybe gym was too hot for training.
Dear Mr/Ms. Albert, Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon. If I can be of assistance in the future, please don't hesitate to contact me. Sincerely, Diah Ikawati General Manager
Dear Mr/Ms. Albert, Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the… Show more
Reviewed: 8 July 2025 · Stayed in July 2025
Verified reviewReviewed: 5 July 2025 · Stayed in May 2025
Verified reviewReviewed: 3 July 2025 · Stayed in July 2025
Verified reviewThe housekeeping and restaurant staff at Mariposa were very kind. Our rooms were cleaned and tidied up daily, and supplies were replenished every day. The breakfast selection was excellent, the food tasted great, and when I asked to bring some for my husband, who was unwell, the staff were very helpful. Special thanks to Silvia, who thoughtfully packed a to-go meal for us to take back to our room.
The check-in process was terrible. By the time we arrived at 3 PM, only one of the two rooms we had booked was available. That room was extremely hot at 29°C. We had requested a twin-bed room but were given a "Hollywood-style" bed setup with no option to separate the beds. When the second room was finally ready, it had no fridge. The staff then moved us to a different floor, but the rooms were no longer adjacent. Again, only one room was available at that time, around 4:30 PM. The second room wasn't ready until approximately 5 PM. Due to all the confusion during check-in, I requested a complimentary late check-out, which was verbally approved. However, upon check-out, the hotel insisted on charging us for the late check-out, despite my repeated reminders earlier that morning that the fee should be waived. Although they confirmed over the phone that it would be waived, they still attempted to send the bill to my mother-in-law in the other room via WhatsApp. The issue has since been resolved, but the amount of time I had to spend speaking to multiple front desk staff was completely unprofessional. Overall, all the staff were friendly and did their best to be helpful. However, the front desk staff often seemed unsure of what to do. They repeatedly had to check with someone else but never followed up as promised. Every time, I had to call multiple times just to get things resolved.
Dear Mr/Ms. Budiyanti Kohoutek, On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. If I can provide any assistance, please do not hesitate to contact me directly. Sincerely, Diah Ikawati General Manager
Dear Mr/Ms. Budiyanti Kohoutek, On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements t… Show more
Reviewed: 27 June 2025 · Stayed in June 2025
Verified reviewReviewed: 25 June 2025 · Stayed in April 2025
Verified reviewReviewed: 25 June 2025 · Stayed in April 2025
Verified reviewReviewed: 5 June 2025 · Stayed in May 2025
Verified reviewReviewed: 4 June 2025 · Stayed in June 2025
Verified reviewReviewed: 13 May 2025 · Stayed in May 2025
Verified reviewbreakfast offering a lot of varieties of food including espresso and capuccino. the service is excellent in the bf room
some small things is not taken care , like towel hanger in our bathroom has been falling down , but it didn't repair.
Dear Mr/Ms. bufejap, On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. If I can provide any assistance, please don't hesitate to contact me directly. Sincerely, Diah Ikawati General Manager
Dear Mr/Ms. bufejap, On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we… Show more
Reviewed: 25 April 2025 · Stayed in April 2025
Verified reviewRight downstairs there's a small convenience store and an A&W restaurant. The hotel also provides bottled water and disposable slippers. Staff were nice and friendly too.
Dear Mr/Ms. Cher, Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon. If I can be of assistance in the future, please don't hesitate to contact me. We appreciate your loyalty to our brand. Sincerely, Diah Ikawati General Manager
Dear Mr/Ms. Cher, Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the f… Show more
Reviewed: 11 March 2025 · Stayed in March 2025
Verified reviewGreat hotel. Can’t fault it, all areas clean. Good facilities, nice clean pool area. Maybe a little bit of maintenance on the decking would be beneficial. Small gym with all the basics. Quiet room.
Nothing to dislike
Dear Mr/Ms. Lisa, Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon. If I can be of assistance in the future, please don't hesitate to contact me. We appreciate your loyalty to our brand. Sincerely, Diah Ikawati General Manager
Dear Mr/Ms. Lisa, Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the f… Show more
Reviewed: 25 February 2025 · Stayed in February 2025
Verified reviewIt was awesome experience at the hotel, staff were just amazing and i have attend to the breakfast it was great experience to explore authentic local food, there are quite many options for the food lovers.
May be the quality of towels.
Dear Mr/Ms. Jagadish Roy, On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. If I can provide any assistance, please don't hesitate to contact me directly. Sincerely, Diah Ikawati General Manager
Dear Mr/Ms. Jagadish Roy, On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensu… Show more
Reviewed: 4 February 2025 · Stayed in February 2025
Verified reviewGreat hotel with excellent location close to the airport. Friendly and very helpful staff made our stay perfect. Make sure you buy the breakfast: delicious.
Dear Mr/Ms. Amir, Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon. If I can be of assistance in the future, please don't hesitate to contact me. We appreciate your loyalty to our brand. Sincerely, Diah Ikawati General Manager
Dear Mr/Ms. Amir, Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the f… Show more
Reviewed: 6 January 2025 · Stayed in December 2024
Verified reviewReviewed: 3 January 2025 · Stayed in January 2025
Verified reviewSuper comfy beds. Better than 5 Stars Hotel.
Lobby is too cramp. Need more Elevator.
Dear Mr/Ms. Heence C.S, On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. If I can provide any assistance, please don't hesitate to contact me directly. Sincerely, Diah Ikawati General Manager
Dear Mr/Ms. Heence C.S, On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure… Show more