Grand Mercure Ambassador Hotel and Residences Seoul Yongsan 5 stars

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.

The concierge desk was invaluable to me during my stay. The room was lovely and the housekeeping staff kept it in perfect condition every day. There was one minor issue of misunderstanding when I was ordering from In-Room Dining and they sent me 4 bottles of wine instead of 1 - but this was quickly and professionally resolved and I wasn't charged. No other issues. Great stay!

The Hotel is new, and integrated in a huge Hotel Complex. The staff is experienced and friendly. I‘ve got a nice upgrade and as Platinum Member access to Exec.-Lounge, which is really big. Quality of food and beverages at Lounge is delicious combined with a wide range..

Grand Mercure Residence is an exquisite place. The environment is well designed and has pleasant and tasteful arts and artifacts all over the building. All facilities are of high quality. The food was excellent and well presented. The staff members were very friendly and make people welcomed – always kind, helpful, smiley, and always willing to solve any potential problems. Thank you to everyone, especially, Concierge: Jin K., Joe Yeo, Jack Jeong, Irene Jeong, Rock Choi, and Chris (last name?); Reception: Teddy Park, Elysa Im and Catherine (last name?); Breakfast/dining: Jimmy Park and Betty (last name?).

Wonderful stay with friendly staff. Hotel is impeccable with a top tier executive lounge and a modern gym with large pool. Rooms are big, clean, and well decorated. The views are truly stunning and the location provides easy access to the best parts of Seoul.

2 month temporary accommodation stay until we could move into our apartment after relocating to Seoul. Great service from staff, very responsive and super friendly.

My room took long to clean and the utensils and cooking weren't cleaned thoroughly.

Everything was perfect except one thing. The bathrobe in the bathroom smelled like cigarettes.

Excellent—one of the most pleasant and hospitable properties I have ever stayed at

New, five star quality rooms. I enjoyed the honeycomb at the breakfast buffet, the furnishings of the rooms and the generally good, new and clean condition. The hotel was quiet and felt private. Only aspects that could be improved were having a firmer pillow and more consistent quality of service staff. Some were good, some seemed inexperienced.

Very satisfying experience.

It started with my flight being delayed and I had pre-arranged transportation from the airport to the hotel. I called the hotel to hopefully get my transportation changed to match my new flight plans. The team members were extremely helpful and successfully made the changes which was a great relief to me as I worried about changing my flight plans. Such great service from your team! Rooms were very comfortable, clean and welcoming.