4/10 Poor
Ahmed
13 Nov 2025
Disliked: Cleanliness, staff & service
I booked 3 rooms for myself and my family from the end of October to beginning of November. In one of our rooms, we found multiple cockroaches. The first night we saw them we said no problem we'll try to be understanding and ignore it. But then we saw them a second night and figured this was unacceptable for a 4 star hotel that we paid a premium for. We alerted the front desk of this situation and we had photos and videos of the cockroaches with us. We were told by the man at the front desk that "cockroaches are common in tropical areas, they are more scared of you than you are of them." We were told to ignore them and we were offered a voucher for a meal at their hotel (not sure who would have an appetite to eat at a place with cockroaches). We instead politely asked for a different room but the front desk person refused and was annoyed with our request. After a long discussion he reluctantly agreed and we received a new room for that night. In addition to this, the rooms are not the cleanest. My son walked around our hotel for 5 minutes and his feet were black. Dust in the corners and bird poop all over the balcony. I would expect better service from a 4 star hotel and am very disappointment with the way my family was treated. I have never seen cockroaches at the other hotels I have stayed at in the area. I would not recommend staying at the Surfjack hotel. Save your money and book elsewhere
Ahmed
Stayed 6 nights in Oct 2025
