Me and my family visited Lotte Seoul not long ago, it was a truly wonderful experience. The hotel was beautiful, the room was very nice and clean. A really wonderful hotel, the spa was absolutely gorgeous and extremely relaxing. The facilities were also really good, a good size pool, wifi connection was fine, the room was clean and the house staff was attentive. We stayed on the club floor, the food at the buffet was good however the selection was a little small, but the service was quite good. The location is absolutely fantastic, located only minutes away from the shopping district Myeongdong, there isn't much I can fault about the hotel however me and my family were quite disappointed with certain staff at the hotel.
Firstly, I especially emailed ahead with a request for my special needs family member and I also told them that it was a special occasion, in the hope that the hotel would at least surprise us with a little something or at least a nice welcome or card, but we received nothing until we were checking out the only thing we received was a very cold and uncaring reply of "oh I see it was for a special occasion, congratulations." which makes me wonder how staff from a five star hotel treat their customers in this way? This is not the first time, we stayed in a nice hotel, I'm not asking for much, the least they could do is to be a little more caring and to reply to their customer's requests and emails. Especially because we hoped that the hotel, could do something to make our stay more comfortable, because of my family member's disability.
Secondly I recently emailed the hotel again, however I have yet to receive a reply. It makes me wonder if I should stay with this hotel again, because the comfy beds and good spa cannot redeem what bad customer service some of the hotel staff provides. I find this very disappointing, especially because I am paying a lot to stay at this hotel I expect to get a reply and more warm, friendly customer service.
I truly hope that any Lotte Hotel staff who sees this post can do something about this problem, and if possible provide me with a EMAIL ADDRESS which I can write to and get a reply before I check out again.
- Official Description (provided by the hotel):
- A True Business Hotel in the Heart of Seoul ... more less
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- Also Known As:
- Seoul Lotte Hotel