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.

The 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.

Stayed in August 2025

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.

The 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.

Stayed in August 2025

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.

The 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.

Stayed in August 2025

Basement parking lobby too dark, nobody switch ON the lignting there

Breakfast is good and many variant of traditional food. Location is closed to city

Stayed in August 2025

Everything great, maybe gym was too hot for training.

Confortable big Bedroom, rich breakfast and nice pool. Very friendly staff for breakfast too.

Stayed in July 2025

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.

The 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.

Stayed in July 2025

some small things is not taken care , like towel hanger in our bathroom has been falling down , but it didn't repair.

breakfast offering a lot of varieties of food including espresso and capuccino. the service is excellent in the bf room

Stayed in May 2025

Right 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.

Stayed in April 2025

Nothing to dislike

Great 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.

Stayed in March 2025

May be the quality of towels.

It 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.

Stayed in February 2025

Great hotel with excellent location close to the airport. Friendly and very helpful staff made our stay perfect. Make sure you buy the breakfast: delicious.

Stayed in February 2025

Lobby is too cramp. Need more Elevator.

Super comfy beds. Better than 5 Stars Hotel.

Stayed in January 2025

The hotel is well-equipped with a pleasant environment and a wide view. The swimming pool on the 8th floor is a great place to relax, especially at night when the views of the city lights are particularly beautiful. The service quality of the hotel is excellent. The staff are all very warm and helpful, among whom a customer service representative named Dewin stands out for her beauty and kindness. She is always smiling and enthusiastic, helping guests with various tasks such as calling taxis, ordering meals, and exchanging money, promptly resolving any difficulties that guests may encounter.

Stayed in November 2024

It doesn't provide hand n face towels. There was no aircon at lift landing n corridors

The cleanliness and friendly staff

Stayed in November 2024

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

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

Stayed in June 2023

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.

Stayed in May 2023

Na

Food and room

Stayed in May 2023

Everything is good

Stayed in April 2023

Comfort

Affordable price

Stayed in March 2023

put one more table in the room for placing my personal stuff, it would be great the bath gel /shampoo can be improved

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

Stayed in March 2023

The gym needs improvement so the guests could exercise better

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

Stayed in February 2023

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

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.

Stayed in February 2023

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

location, friendliness of staff, breakfast, swimming pool.

Stayed in October 2022

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.

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.

Stayed in October 2022