Fairmont Ambassador Seoul 5 星

Dear Ms. M., Thank you for returning to Fairmont Ambassador Seoul and for taking the time to share such detailed feedback regarding your recent stay. We were deeply concerned to learn that several aspects of your experience fell short of the standards you have every reason to expect from us and ultimately left you with such a disappointing impression. We fully recognize the inconvenience caused by the extended waiting times at breakfast. During the peak summer season, the restaurant experienced particularly high guest volumes, resulting in longer queues during certain periods. While we continually strive to manage these peak periods as effectively as possible, we understand how frustrating it must have been for the situation to affect your stay to the extent that you were able to enjoy breakfast only once during your three-night visit. Your comments have been shared with our Food & Beverage team as we continue to review guest flow and communication during periods of high demand. Your experience with the bedding on the first evening was equally concerning. Upon reviewing our service records, we confirmed that your request for a replacement was attended to that evening. While our colleague certainly did not intend to make you feel unwelcome or uncomfortable, we sincerely apologize that the manner in which the service was delivered conveyed otherwise. More importantly, the replacement bedding should have been presented neatly and with the level of care and attention expected of a luxury hotel. We have addressed your feedback with the team as an important reminder that thoughtful presentation and gracious service are integral to how our care is experienced by our guests. With regard to turndown service, this is automatically extended to selected room categories, loyalty tiers, and qualifying reservations, while it may also be arranged upon request for other stays. We acknowledge that this was not clearly communicated during your visit, and we regret that the absence of the service added to your disappointment. We also carefully revisited the clothing item you reported following your previous stay. At that time, our team contacted our laundry partner and conducted an additional search prior to the laundry process; regrettably, the item could not be located. We fully appreciate how disappointing it must have been not to recover an item of personal importance, particularly when the outcome left you feeling that the matter had not been satisfactorily resolved. Most concerning to us is that, despite your appreciation of our location, your overall experience has led you to reconsider staying with us again. We have taken your comments to heart and reviewed them carefully with the relevant teams. They serve as an important reminder that the Fairmont experience is defined not only by our facilities, but by consistency in every detail—from the efficiency of our breakfast operations and the presentation of our guestrooms to the warmth and attentiveness of each interaction. Thank you once again for sharing your experience with us so candidly. We value the opportunity to reflect on your comments and strengthen the areas you have highlighted. It is our sincere hope that we may have the privilege of welcoming you back in the future and restoring your confidence in Fairmont Ambassador Seoul through the thoughtful, polished, and attentive experience you rightfully expect. Warm regards, Jenna Oh Guest Experience & Quality Assurance Manager Fairmont Ambassador Seoul

Dear Mr. Y., Thank you for choosing Fairmont Ambassador Seoul and for taking the time to share detailed and candid feedback regarding your stay. While we are pleased that you appreciated our location, we sincerely regret that the condition and comfort of your room, as well as aspects of our service, did not meet the standards you rightfully expected from Fairmont. We are particularly concerned by your comments regarding the excessive humidity in the room, the peeling condition of the furniture, and the insufficient treatment of water stains. A guest room should feel impeccably maintained, fresh, and comfortable, and we regret that the condition you encountered fell short of that expectation. Your feedback regarding furniture maintenance, humidity control, and overall room upkeep will be shared with the relevant teams for careful review and follow-up. We also appreciate your suggestion regarding a greater variety of pillows. Fairmont Ambassador Seoul offers a pillow menu with several options, subject to availability. Should you have a particular pillow preference, we would be pleased to note it in your guest profile so that our team can make every effort to prepare your preferred option for future stays. Equally, we regret to learn that communication in English with our team did not meet your expectations. As an international luxury hotel welcoming guests from around the world, clear and confident communication is an essential part of the service we strive to provide. Your comments will be taken seriously as we continue to reinforce our service standards and training. Please accept our sincere apologies for the shortcomings you experienced. We greatly value your detailed feedback, as it helps us identify where greater attention and improvement are needed. We hope to have the opportunity to welcome you back and provide you with the polished, comfortable, and attentive Fairmont experience you should expect from us. Thank you. Warm regards, Jenna Oh Guest Experience & Quality Assurance Manager Fairmont Ambassador Seoul

Dear Ms. Y., Thank you for choosing Fairmont Ambassador Seoul and for sharing your perfect rating with us. We are delighted to know that you appreciated our convenient location and, most importantly, the warm welcome extended by our team. Creating a genuine sense of hospitality from the moment our guests arrive is at the heart of the Fairmont experience, and your kind words are a wonderful encouragement to all of us. It was our pleasure to have you with us, and we sincerely look forward to welcoming you back to Fairmont Ambassador Seoul for another memorable stay in the near future. Thank you. Warm regards, Jenna Oh Guest Experience & Quality Assurance Manager Fairmont Ambassador Seoul

Dear Ms. C., Thank you for choosing Fairmont Ambassador Seoul and for sharing your wonderful feedback. We are delighted to know that you had a fantastic stay and enjoyed our attentive service, convenient location, and the comfort of our well-soundproofed accommodations. It is especially rewarding to learn that you found your overall experience to be of excellent value. Your generous compliments are truly appreciated and will be shared with our team as a wonderful source of encouragement. We remain committed to delivering exceptional service and memorable experiences to every guest. Thank you once again for your kind review. We look forward to welcoming you back to Fairmont Ambassador Seoul for another enjoyable stay. Thank you. Warm regards, Jenna Oh Guest Experience & Quality Assurance Manager Fairmont Ambassador Seoul

Dear Ms. Z., Thank you for taking the time to share your feedback regarding your recent stay at Fairmont Ambassador Seoul. We regret to learn that your experience did not meet your expectations, particularly in relation to your interactions with our team and the inconvenience you experienced during your stay. Following your review, we conducted a thorough investigation with the relevant departments. We noted that your room assignment was changed during the check-in process due to operational room allocation adjustments, and a new room key was subsequently issued. We also confirmed that additional room keys were created during your stay. While these actions were intended to ensure continued access to your room, we recognize that the process may have caused confusion and inconvenience. We have shared your feedback with our Front Office team and will reinforce internal communication regarding room key issuance to help prevent similar situations in the future. We also reviewed your comments regarding your interaction with our evening team concerning your food delivery. Our records indicate that our colleagues spent considerable time assisting in locating the order and helping you contact the delivery platform regarding a refund request. Although we were unable to achieve the outcome you had hoped for, we acknowledge that the manner in which our assistance was delivered did not leave you with a positive impression. We have shared your feedback with the team and will continue reinforcing the importance of providing attentive and empathetic service in every guest interaction. Regarding the toothbrush, our team confirmed that the applicable charge for dental kits was explained during check-in in accordance with current environmental regulations in Korea. However, we understand there may have been a misunderstanding regarding the in-room amenities, and we appreciate your comments as a reminder that clearer communication is essential. Your feedback has been shared with the relevant departments and will be used as an opportunity to further strengthen both our communication and service standards. We sincerely appreciate you bringing these matters to our attention. Warm regards, Jenna Oh Guest Experience & Quality Assurance Manager Fairmont Ambassador Seoul