Jalan Embong Malang 25-31, Surabaya, East Java Indonesia 60261

Taking Care of You.

Taking care of you has always been our number one priority, so you can focus on what's most important to you.

As part of Marriott International's family of brands, we have implemented a variety of new protocols and elevated practices, in response to the COVID-19 pandemic and keeping with our high standards of cleanliness and commitment to providing excellent service.

We have also made a few adjustments to the services, amenities, and facilities available during your stay.

Here is what to expect during your stay at Sheraton Surabaya Hotel & Towers.
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Hotel Information

For more information on Marriott's Commitment to Cleanliness, please visit our corporate site.
Providing a safer environment for our guests and associates is a top priority. Achieving this is a shared responsibility. Please join us in our efforts to enhance the safety of our public spaces by complying with local regulations, practicing social distancing (staying at least 6 feet or 2 meters from other guests and hotel associates), and wearing face coverings whenever you're in public areas of the hotel. We do appreciate your support and understanding.
Clean, and comfort - the key of our unyielding commitment to make the guests fit as fiddle during their stay with us. We took every measurement in a solemn manner, as guests will be guided through signage throughout the hotel - mind that to maintain physical distancing, occupancy limits, capacities reduction, all in compliance with local and state mandates - and safety installations at our front desk, food and beverage outlets, and public and service areas to ensure guests and our associate's upmost safety.

Guests may browse any hotel information, including flip through our digitized food and beverage menu, directly from their mobile phone through QR code provided - be it for dine-at-room or during their feast time in our restaurant and lounge.

In keeping with Marriott's Commitment to Clean, we have made several enhancements to our cleaning practices throughout our property and in guest rooms. These include:

 

  • Enhanced Public Space Cleaning: We have increased the frequency of cleaning and disinfection, particularly in areas with high traffic including restrooms, elevators, and escalators as well as provided more hand sanitizing stations.
  • Physical Distancing Practices: You will see signage throughout the hotel promoting physical distancing and encouraging guests to stand at least 2 meters apart.
  • Personal Protective Equipment (PPE): Staff members will wear PPE (e.g., face coverings, gloves, etc.) based on the activities they are performing and based on direction by the local authorities. Guests are welcome to wear personal face coverings.
  • Guest Room: Every guest room is thoroughly cleaned and disinfected between each guest. We will continue to provide housekeeping service daily while you are away from the room.
  • Electrostatic Spraying: We're utilizing enhanced technologies, including electrostatic sprayers with hospital-grade disinfectants, to support our already rigorous cleanliness protocols.
  • Temperature Screening: We will do a temperature screening for our associates and vendors at entry points. For guest, we will do a temperature screening where required by law.
  • Room Amenities: Sanitation Kits are available in the room for every arriving guests as well as upon request.

We are committed to making the amenities and services at our property available to you while complying with local regulations, including guidance on reducing capacity in public spaces and reinforcing physical distancing. The modifications we have made include:

 

  • Fitness Center: Open 24 hours, face masks required at all times, enhanced disinfection protocol.
  • Spa: Open 7 am - 10 pm, reservation required, enhanced disinfection protocol.
  • Pool: Open 8 am - 7 pm, reservation required, enhanced disinfection protocol, limited capacity.
  • Room Service: Available 24 hours, digital menu can be accessed via scanning the QR code provided in the room.
  • Business Center: Open 8 am - 10 pm
  • Club Lounge: Open 10 am - 10 pm
  • Concierge: Open 24 hours
  • Kawi Lounge: Open, Mon-Thu 10 am - 10 pm, Fri-Sun 10 am - 11 pm.
  • Kafe Bromo: Open, Breakfast 6-10 am, Lunch 12-3 pm, Dinner 6-10 pm.
  • La Patisserie: Open, 10 am - 10 pm.
  • Room Service: Open 24 hours, digital menu can be accessed via scanning the QR code provided in the room.
  • Mobile Dining: This service is currently not available in our hotel.

Our restaurant & bar team abides by local and state guidelines, including the use of face masks and gloves.
Marriott Bonvoy Member Benefits: We are committed to delivering the Marriott Bonvoy benefits for your membership level. Thank you for your understanding in cases where we may have to offer an alternative.

Marriott Bonvoy members are invited to use the Marriott Bonvoy App (available on the App Store and Google Play) to take advantage of contactless options, including:
 
  • Mobile Check-In/Check-Out: Let us know via the app when you are planning to arrive and once you have departed.
  • Mobile Key: Forgo the front desk altogether and go straight to your guest room.
  • Mobile Dining: Order your private, in-room dining through the app.
  • Mobile Guest Requests: Connect with us via the app to request items you would like delivered to your guest room.

 Not a Marriott Bonvoy member? Enroll here.

Available benefits vary by location and membership tier. At this hotel, please note that we currently offer the following Marriott Bonvoy benefits:

 

  • Breakfast: Given for Elite Member +
  • Lounge Access: Given
  • Welcome Gift: Not available
  • Late Check-Out: Given
  • Mobile Check-In/Check-Out: Available
  • Mobile Key: Not available
  • Mobile Dining: Not available
  • Mobile Guest Requests: Available

Indonesian citizens are eligible to travel as long as a COVID-19 free result Health Certificate is presented. Additionally, travelers are required to provide specific documentation based on their category and destination upon traveling. Click Travel Restrictions to Indonesia for more detailed information.


For departures from regions that do not have a COVID-19 test facility, travelers may substitute it with a Health Certificate showing symptom-free influenza-like illnesses issued by a hospital/community health center doctor.

Outbound Indonesia: Travelers are advised to refer to each destination country's policy and information from the government, embassy, and related authority's website or IATA Travel Center here.
 

Inbound Indonesia: Foreign travelers are not allowed to enter or transit in Indonesia. Foreign travelers with an exemption to enter Indonesian territory, please refer to the Regulation of Indonesian Minister of Law and Human Rights No.11 of 2020. Click Travel Restrictions to Indonesia for detailed information.

 

Health Certificate Validity


Based on COVID-19 Handling Acceleration Force letter, the acceptable period of Health Certificates based on COVID-19 test type results are as follows:

 

  • Health Certificate with a non-reactive Rapid test result is valid for a maximum of 14 days from the health facility issuance. Limited to passengers with flight destined to Biak, results are valid for a maximum of 7 days from the health facility issuance.
  • Health Certificate with a negative PCR/Swab test result is valid for a maximum of 14 days from the health facility issuance. Limited to passengers with International flights to Jakarta/Surabaya/Denpasar, the PCR/Swab test results are valid for a maximum of 7 days from the health facility issuance.