favehotel Graha Agung Surabaya

What a terrible hotel simply untrustworthy front desk staff. We booked a two week stay for business colleagues from Australia, at check in we were told no room available and they had contacted Hotels.com cancelling the booking. I spoke to Hotels.com and this was not the case and the hotel had already been paid for the two week stay in advance of our check in - so their claim was a lie. We spoke to a manager on the phone who was not interested in helping, we were eventually offered a different room type to the one we booked and paid for in advance but they demanded we paid extra ! The staff at the desk were incredibly unhelpful and it turns out that because we arrived a little late to check in they had sold the room we booked and paid for then lied. We were made to wait an hour to find a solution and eventually our guests were given a temporary room but had to then change the next day. The stay was made more uncomfortable as new guests next to the room made so much noise it was not possible to sleep or work in the room. The hotel is located off the main road and every day we collected and dropped off our guests we were made to pay a fee to do so, how cheap especially with such a long stay. Overall a presentable hotel but our experience with front desk and managers showed them to be dishonest and totally disinterested in their guests, this was embarrassing especially as it was for professional business colleagues - I will never stay or book another Favehotel.

Not a good experience

Disamping jalan besar surabaya barat