Great Location but bad experience
Posted Feb 24, 2017
I have stayed at this hotel many times, but this last stay was a disaster. I arrived around 8:00 PM, which isn't too late, but apparently it was too late to get the type of room that was booked? Check-in was terrible and took forever. Four people came and left with the other representative while I was still waiting. They put me in a terrible room. It was so small that the sitting chair didn't even fit in the room. The condition of the room was old. The desk chair squeaked terribly. When I asked to change rooms at the front desk, they were not helpful at all. They basically just stared at me and said nothing. I think part of it was because I booked on expedia. They seem to treat expedia reservations as second class. If that's the case, they shouldn't be on expedia.
Comment from Hotel Management
Feb 28, 2017 by Duty Manager , Hotel Management
Thank you for taking the time to share your valuable feedback with us.
First of all, we sincerely apologize for our service shortfalls during the stay and I deeply feel responsible for not meeting your expectation with memorable stay experience.
As we aim to deliver an exceptional experience during your stay, we have unfortunately fallen short of our goal this time. Please rest assured that we treat every reservation equally and do not differentiate by channels.
We have shared your feedback with relevant teams to take any necessary actions for enhancement of staff service. We will reinforce internal trainings to further improve our level of service excellence and ensure to provide warm, welcoming and professional service in the future.
Upholding our commitment to provide a memorable experience with exceptional service, we hope to have an opportunity to better your experience with us whenever your travels bring you back to Seoul. As we are planning for a future renovation, we hope you could visit us again to feel our new look and facilities.
If we may be any further assistance, please do not hesitate to contact us anytime. We look forward to welcoming you back in the near future.
JW Marriott Hotel Seoul