Hotel Naru Seoul MGallery Ambassador — Hotel in Seoul

Firstly, upon check in I was assigned a better view room upgrade since I’m a platinum member of Accor. I asked whether a suite is available and they can upgrade us to that room (my mistake that I forgot Accor upgrade their Platinum member to next room category instead of suite room like other hotel chain). The receptionist looking confused, called their manager named James to come out. He simply and flatly said “no upgrade to suite room”. When I asked why, he scoffed and said “we don’t even give Diamond members suite room. Diamond members don’t even get suite room here” and left. My husband and I were left speechless. We never received this kind of treatment before in ANY hotels that we’ve ever stayed. I know it’s my mistake that I forgot Accor doesn’t give free upgrade to suite room, but still a manager with that kind of attitude in a 5 stars hotel? He could just explain the regulation etc instead of “trying to deal with this irritable customer sarcastically”

Secondly, the sound insulation is terrible. Walking along the corridor we can hear the noises from the rooms. The footsteps from room above can also be heard clearly.

Third, the housekeeping lady was the friendliest and most sincere staff that I’ve encountered upon. But their cleaning standard could be better.

Fourth, the hotel charged a small amount for comb, toothbrush&paste, shaver etc for the sake of environment. But plastic water bottle? Hmm..

Last, my husband fell sick on the last 2 days of our stay. I tried my luck going to lobby asking if they have medicine since it was so late at night. The receptionist said they can’t give out medicine which I understand but simply that’s it. Didn’t offer to help more (like showing where the pharmacy is, or offering to call a doctor or anything).

Simply put, the hotel is designed well with good breakfast although they happen to have the same menu during my stay. But their staff’s service and hospitality is far below the standard of 4 stars hotel, let alone 5 stars. All of them did their job as they should “professionally”, but didn’t seem happy or sincere in doing it so it lacks the warmth of hospitality so badly.

My stay at their sister hotel, Fairmont Yeouido was a much more pleasant one and the staff were always eager to do and help more that we truly feel the enjoyment of a 5 stars hotel.

Mercure Hongdae which is far cheaper also has a much better service than this hotel.

Would recommend to...

Very attentive concierge staff quickly directed me to the correct floor for checkin, the 20th. Checkin was accomplished quickly and in a very friendly way by the front desk staff member. My room, well it was suite, was large and luxioursly appointed, with superb views away from the Rv Han. Many activities were controlled by wall or bedside switches, and their operation was self evident. As I was only able to stay 1 night, I chose dinner near the bar to the left of reception on 20th Floor. While only pasta, the meal was very good. My suite's bathroom boasted a separate toilet and shower, as well as a freestanding large bath. Caters for all tastes. The KS bed was most comfortable, and there were an array of choices for pillows. Breakfast in Voisin on 22nd Floor was also very good. A huge choice for food and drink. I arranged a late checkout, a significant privelege of the Loyalty Program, and this was arranged without a problem at checkin, and similarly no issue when I did checkout, with the same person that had checked me in 24hrs before. All in all, a superb experience. If you are left with the impression that I was highly impressed, you...

I stayed here for 3 nights from Sunday to Wednesday. I was first greeted with good concierge service which always feels nice. We liked the overall interior and view of the room and enjoyed the stay with breakfast and amenities like infinity pool and sauna.

However, we were not able to sleep for the first two nights due to noises from other rooms. Sunday night was from upstairs and we could hear them stomping all night, then the following night there were conversation noises (laughing and screaming) from somewhere on the sides of our room. We didn’t report complaints at the time as we were too tired and didn’t know which room it was coming from. I doubted the hotel would do anything about it anyway. I think this hotel is popular among younger people and it gets really busy on the weekends and might have some noise issues. Beside this noise issues the hotel is located closer to subway station and would recommend, but not sure if I will come back risking with the noises...