I was a guest of the hotel on Sunday evening, August 21. I had arrived on a Thai Airways flight from Hong Kong and had planned to use the hotel as a stopover for my flight to San Francisco the next evening. Although, it's a solid 90-minute drive, I thought I could use the hotel as a base for some light sight-seeing the next day. I had never been to Seoul. I had reviewed Trip Advisor posts and knew that there were two different buildings: the main building and the annex. Before I booked the hotel room, I contacted hotel reservations directly and asked them whether if I were to make a reservation, I'd be guaranteed a room in the main complex. They responded affirmatively and so I booked the room and called them back to let them know that I would be arrive as soon as I could.
I arrived at 11 pm whereupon I was curtly notified that there were "no rooms available" at the main Sheraton building and I was in the wrong building. I was directed outside where a car would take me to the annex. I lowered myself into the back seat of the car that took me to the annex. A small little reception area awaited me. The gentleman who received me was nice enough, in all fairness, but I was not happy upon seeing the condition of the annex. There was some hokey arts and crafts decoration at the front door and the building had a sad look and feel. Something akin to a mid-tier apartment building. I asked him whether the building had a gym, a restaurant, a bar, a business center? -- whereupon he told me that the building had none of these facilities. We had a cool exchange where I told him about my earlier conversations before booking the room and he assured me that there were no rooms in the other building and asked me whether I had an email documenting that I'd be in the main building.
I felt and explained that in order to be a five-star hotel, the hotel should have certain facilities which it did not. While there were "no rooms" in the main building, he had managed to find me one room. He called it an upgrade, and told me that if I wanted to stay in the main building, a surcharge of $100 USD would be levied -- even though the room category stayed the same. So instead of paying the $230 USD for the room in the annex, I'd have to pay $330. I didn't think this was fair, but had no recourse. I was not going to give them more money.
I was provided a room key and escorted to what would be my room. A porter opened the door for me and turned on the light. The faux-wooden laminate floor was worn by rollerboards and shoes. Its finish had been shorn off revealing its synthetic secret. The white wall were tinged with dirt. And there were two twin beds. The duvets were soiled.
I walked out the room, returned to the reception desk and told the staff that I wanted a complete refund since neither the hotel nor the room met my expectations. The gentleman got on the phone (presumably with a supervisor) and indicated that they could waive the $100 upcharge for staying in the main building. But it was done in a less than receptive manner. It was explained that they would move another guest who was scheduled to be in the room and give that person my room. This didn't make much sense given by this time it was after midnight.
I was driven back to the other building, wasn't received well, but took my belongings up to my room. Everything in the Sheraton was closed, so I meandered to the W, which was next door and had a cocktail (and breakfast the next morning). The W was only charging a little more than the $330 USD rate the Sheraton was charging for the room.
The next morning, I went to the concierge to see what I might do insofar as touristy things are concerned. It was about 9:30 AM and my flight left at 5 PM. I was told that it was best to relax at the hotel and take the shuttle bus to the airport at noon. So the 90-minute ride back and forth to Seoul were pointless.
I felt the hotel staff were less than forthcoming and I feel the hotel misrepresents itself to a number of guests who get pushed to the Annex.
Internet was available for a fee, but it wasn't WIFI enabled meaning that to hop on the internet required my walking over to the W next door which had complimentary WIFI.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.