Location, branding, room and the upgrade provided to us when we faced a situation.

Auto checkout. Although we had an upgrade and a new booking was made to continue in the same room, we were automatically checked out of our rooms and the keys had to be re-verified. It also happened the first time we checked in and were charged incorrect amount which was a miscommunication between the reception and hotel staff.. The next day our access was gone until we settle the correct payment. Once settled, we were given a complimentary upgrade to deluxe room, which was absolutely awesome and we appreciate that.

Everything! Everyone in the hotel are welcoming, courteous, efficient and super-friendly. Rooms are super-comfortable and the bed is among the best I’ve ever slept on. Views from the room are also incredible. Appreciate that they listened to my feedback at the end of my stay, which is an excellent gesture that I matter. Amazing property!

Nothing. I can’t find anything that I didn’t like about the property.

We did the sunrise tour of Mount Bromo and because this involves missing a night's sleep we needed a hotel to rest up in after the trip. This hotel proved to be a good choice. It was restful and comfortable - we could return to a long, slow shower and crash out in a big, soft bed with white cotton sheets and get a very good meal at the excellent dining room. I would like to recommend the dining room staff who were very nice - Yusuf and Anis in particular.

Nothing - all good.

There are several factors that would be my consideration that this hotel was one of the best hotel in Surabaya. The first of course the Location, located in Jalan Tunjungan as the most famous street in central Surabaya which have a background history. Secondly the comfortable of the hotel which and excellent service just make me to consider as the hotel in town. Lastly, the breakfast with the various kind of dishes that had been served everyday just made my booster to start my day.

No, everything is excellent.

The staff were very helpful and pointed out local places of interest. Sri from housekeeping staff, was familiar with the local landscape area and assisted me with some shopping and eating locations. The view across the city of Surabaya was awesome. The local people are very friendly. Jessica in the dining area was quietly efficient in cleaning up my table at every opportunity at breakfast. All of the staff from the moment of entry into the lobby until my departure were sooooo lovely and helpful. I could hug you all. My compliments to those managers of Double Tree in the staff hiring position. Your selection of staff within your establishment is to be recognized and congratulated. My stay was excellent and most definitely not long enough. I would happily recommend this Hotel to anyone without hesitation.

All of the friendliness of the staff. Pool guy Sam explained us towels and pool procedure. Bell boy always responded quickly. Operator Yogi imwas helpful and friendly person. Merina the guest manager helped us upgraded when there was an issue. Location is perfect.cleanliness is epic. Room size is huge and it made our stay from 9th Feb to 16th Feb a memorable one. Pool is amazing

Cant think of anything.

Nice hotel, quiet and clean, nice facilities. Room is very comfortable. Staff are excellent, as expected at a 5 star hotel. Overall a great experience.

The rooftop bar and a common area near the swimming pool had a smoky atmosphere, making both areas a little unpleasant. I took my family up to the rooftop but couldn't stay in the smoky room. There was an issue with slow drainage from the bathroom sink. In the lobby some of the furniture is a little dirty.

Location in the middle of the city, near interesting places and supermall Tunjungan Plaza Spacious, clean and comfy room, Hilton standard Wifi works well and fast Kind and helpful staffs, there is a free shuttle to the mall Breakfast with tasty and lot choices of food

I ordered a room for 3 persons, I got twin room with sofa But the sofa length is only about 120 cm so no body want to sleep there.. But thank god the twin bed is comfortable enough for an adult + a 12 years old child

Almost all the staff friendly,the room is big and all clean,the location is good.and there is carpet in the room which is i like it.

Unfortunately,there is one staff in the resto,a woman in the slice fruit section that snap to many guests when they asked a simple question like when the fruit being refill.even she snap at older man who asked her how to open bottle of jamu.i think the hotel short of staff,and we’ll understand it with just simple apologies rather than snap to the guess.not good for business.

Just got a pleasant experience here for 2 nights. Modern design, specifically at the lobby. Smooth check-in/out process. Neat bedroom. Strategic location. A lot of places to eat and coffee shops to hop around the hotel. Wonderful hospitality from everyone: the reception, security, housekeeping, pool attendants, Cloud lounge folks at the top.