Grand Mercure Ambassador Hotel and Residences Seoul Yongsan 5 stars

Even though the COVID19 situation, the room rate was not so cheap as the high peak summer vacation season. The Check-in process was okay, when I arrive at the lobby, staff welcomed and checking the temperature, writing the personal information before the check-in to record the hotel guests. Scents of the lobby were nice and can felt the ambient of the brand. but when I enter the room, I can't feel the same ambient. It wasn't "stink" but definitely not pleasant scent. The room condition looks okay but not perfectly clean. Room type was Deluxe suite which includes a kitchen and living room. Bedding condition was good. when I asked to order ice, it took over 20 mins. I was surprised when I ask to extra bathroom amenities, they charge 5000KRW each bottle of amenity. 1 set price will be charged 20000KRW(shampoo, conditioner, body wash, body lotion). It was placed 1 set of amenities in the bathroom, which was not enough and this was never experienced anywhere hotel in the world I visited ever. Maybe I try to understand they offer "Le Labo" which niche high-end brand, but if they want to save and sell the amenities, they shouldn't use it. People expect to deserve the service level of the hotel. This definitely depreciates the brand value. What is the brand position of Grand Mercure in Accor group? Considering my recent visit, I rather recommend a similar position in other hotels.

good and best helpful staff

It was my second time staying in the hotel. We were a group of 6 business travellers. I must say the hotel and the rooms are fantastic, spacious, clean comfortable with every amenity. The staff are also very friendly and helpful. The hotel is in a very good location near Yongsan train station. I expect to return again very soon.

It was a perfect stay for anniversary with my wife. The room condition and view was totally great than I expected, and all staff were very warm and friendly. I would like to give thanks to reception staff(female staff has fabulous communication skill with smile) and Kevin who offered stunning accommodation. I really appreciated all the Mercure staff, and hope you guys all totally safe and happy even under COR virus.

Rosie and Ethan set a professional and positive tone early. They were both responsive, knowledgable and very helpful. We were very happy with the stay and highly recommend it for the customer service, amenities, and location.

It was beyond great time. It was very nice experience.

Every time I come, I feel like I am at home. I will not stay any other hotel in Seoul.

I stayed 3 1/2 weeks. Very pleasant. Welcoming, warm, efficient staff. Beautiful facilities.

The location is very strategic, near major train lines, as well as near a mega mall you can find foods and goods in there. Staff are very friendly and helpful, room is decent and wonderful amenities within.

I stayed in grand Mercure for nearly 3 weeks for my business trip to Seoul. I enjoyed every moment spending in the hotel and the hospitality here. Room is spacious and super clean. The hotel was heartwarming enough to prepare a birthday cake for me on my birthday. I will definitely stay with grand Mercure again.

lovely bed, lovely sauna. food a little lacking in choice

I have stayed at the hotel several times now and can probably notice the small things slightly better than new customers. Usually, the stays are above par and pretty satisfying. And this time as well, overall I enjoyed the visit. However, there were a few things that could have gone a little more smoothly: 1.) Check-in Procedures: The check-in lady asked for my spouse's ID. In all my previous stays at this hotel, this was never asked for before. Although it's fine I have to grab this, but if you're going to change / introduce a new policy, the lady should have more clearly explained the reason for the change in policy. 2.) Check-in Procedures: The check-in lady forgot to ask for my vehicle's license plate number. I had parked my car in the garage earlier, and when I had tried to leave the garage after the check-in, the gate did not recognize my vehicle. It caused confusion with the gatekeeper on the audio call button, and there were cars backed up behind me because of the delay. Very inconvenient. 3.) Check-in Procedures: The check-in lady only provided 2 card keys instead of the usual 3. I was not able to provide a card key for my spouse since 1 card was inserted to charge the power in the room and 1 card was with me. 4.) Check-in Procedures: After completion of the check-in and everything was complete, we started to collect our bags and headed towards the elevator. The check-in lady called us back to the counter because she forgot to charge the deposit fee for the room. She should have completed that transaction while I was still sitting at the check-in counter. Very unprofessional, and the lack of training is clearly apparent. 5.) Room cleanliness: There was a pet stain (cat?) behind the door that the cleaning lady missed from the previous C.. I tried to wipe some of it, but the odor was so strong we had to ask the front desk to send the cleaning lady and use the cleaning solution and deodorizer. The stench of that urine was so awful, I will always remember that as part of my hotel stay. 6.) Breakfast staff: The staff that was working on the floor was playing on her iPhone. Again, really not a big deal for cheaper hotels, but for higher service hotels, the customers are not paying expensive hotel prices to watch the staff playing on their phone. 7.) Breakfast staff: The staff is usually supposed to ask the customers what they want to drink (tea, coffee, etc.). The staff forgot to ask. Of course, we understand we could just ask for the drinks, but again, we're paying for higher costs because of the expectation of higher levels of service. In general, I think there are 2 possible issues. Either the staff is not being trained properly, or the person in charge of training has not been performing their job properly. Once again, please take these comments not as being retributional but as providing feedback as to the slowly declining level of service noticeable compared to my previous visits. Customers are paying high prices to stay at your hotel and should expect nothing but the best.

I have stayed at the hotel several times now and can probably notice the small things slightly better than new customers. Usually, the stays are above par and pretty satisfying. And this time as well, overall I enjoyed the visit. However, there were a few things that could have gone a little more smoothly: 1.) Check-in Procedures: The check-in lady asked for my spouse's ID. In all my previous stays at this hotel, this was never asked for before. Although it's fine I have to grab this, but if you're going to change / introduce a new policy, the lady should have more clearly explained the reason for the change in policy. 2.) Check-in Procedures: The check-in lady forgot to ask for my vehicle's license plate number. I had parked my car in the garage earlier, and when I had tried to leave the garage after the check-in, the gate did not recognize my vehicle. It caused confusion with the gatekeeper on the audio call button, and there were cars backed up behind me because of the delay. Very inconvenient. 3.) Check-in Procedures: The check-in lady only provided 2 card keys instead of the usual 3. I was not able to provide a card key for my spouse since 1 card was inserted to charge the power in the room and 1 card was with me. 4.) Check-in Procedures: After completion of the check-in and everything was complete, we started to collect our bags and headed towards the elevator. The check-in lady called us back to the counter because she forgot to charge the deposit fee for the room. She should have completed that transaction while I was still sitting at the check-in counter. Very unprofessional, and the lack of training is clearly apparent. 5.) Room cleanliness: There was a pet stain (cat?) behind the door that the cleaning lady missed from the previous customer. I tried to wipe some of it, but the odor was so strong we had to ask the front desk to send the cleaning lady and use the cleaning solution and deodorizer. The stench of that urine was so awful, I will always remember that as part of my hotel stay. 6.) Breakfast staff: The staff that was working on the floor was playing on her iPhone. Again, really not a big deal for cheaper hotels, but for higher service hotels, the customers are not paying expensive hotel prices to watch the staff playing on their phone. 7.) Breakfast staff: The staff is usually supposed to ask the customers what they want to drink (tea, coffee, etc.). The staff forgot to ask. Of course, we understand we could just ask for the drinks, but again, we're paying for higher costs because of the expectation of higher levels of service. In general, I think there are 2 possible issues. Either the staff is not being trained properly, or the person in charge of training has not been performing their job properly. Once again, please take these comments not as being retributional but as providing feedback as to the slowly declining level of service noticeable compared to my previous visits. Customers are paying high prices to stay at your hotel and should expect nothing but the best.

Very friendly and professional staff. Great room with nice bed.

The stay was good overall with very friendly and helpful staff. The room was very clean and all amenities were very satisfactory. The location of the Hotel is very good, near a major transportation hub.