LOTTE HOTEL WORLD — Hotel in Seoul

I have attended International Conference held during Nov 28 to 1 Dec. in Sheraton Walker Hill. This conference held biannually in Seoul normal attendees are around 1,800 to 2,000. This year was half of the number though. Family with attendees were assigned to stay at Lotte Hotel World Jamsil, this year. Conference organizers provided us the information about the group conference room booking rate for one week before and after the conference. This group rate, what I understand is agreed much before between sales representation of hotels and conference organizers, that is why conference attendees provided written information.

When I and my husband checked in on 8:00 pm. 26 Nov 2022. A male clerk in front desk advised other booking rate than I got informed, but we checked in anyway, we believe we can fix this misinformation of the clerks, because we have written information from the conference organizer. After little chat with some of conference attendees, I enquired front desk about the room rate again, one day before check-out. Same male clerk responded in Korean to me. My husband is an English speaker, but he could not understand him. "it is confirmed rate from sales manager. But, It is weekend rate, if your disagree with the rate, get your organizer, not with front desk. His English was pretty bad for front desk information staff working at International hotel and attitude was pretty rude, perhaps not respectful to group booking stayers. But for sure, he will be very rude to local Korean people as well. He was not informative, not helpful for hotel customers, and even with rude attitude "As I said this rate to you, this room rate will be fixed. I will not consult to senior manager or whoever other associate reps, in the hotel. So you are the one who bring your organizer's referral or opinion"

Same night of 30 Nov, I contacted a female clerk again, her response was she does not know, but there is message saying that this price is confirmed and fixed by sales reps. So she will have sales reps to call our room, she asked about our sleep time and wake-up time. But it did not happened until we check out. If she could not reach one, she should have informed us about her efforts at least. This female staff looked not so well trained form the team.

In the midday when I checked out, a front desk clerks still said it is confirmed price, they cannot change the system! What a poor excuse on the contrary to their inefficiency and rude attitude. If the clerk has lower level of data entry access, if required, by permission of supervisor or other team consultation, they can fix new data. This customer has agreed written information between hotel sales reps and conference organizer. But this was not the case of system fixed room rate, as soon as the organizer call the front desk staff, she straight away fixed the rate with the contact details of the organizer.

What I found issues of front team in Lotte Hotel World Integrity issue: "I cannot change the system data, this is fixed by somebody else" Authority Issue: "But, I do not want to discuss with this to supervisor or whoever within the Hotel" Misinformation: "there is group booking information, but I do not want to read thoroughly and I do not care to deliver misinformation, as long as I over-charge it is better than under-charge. Authority and Rude Manner Issue "Because I said this rate to you, this is fixed rate in system and this is confirmed price from manager. I saw the written information from the organizer's,, but you group booking stayers has to put the organizer's on the phone to me. Otherwise you will pay the room rate what I said. This is my sole authority"

I hope this unpleasant customer service skills should be revised, if possible, corrected. I still do not understand why Lotte Hotel World has given the powerful sole authority to the male front desk clerk not even a higher level...

I visit Seoul yearly and Lotte Hotel World is one of best I've stayed so far.||Location: Great for cherry blossoms scenery with Lake View rooms and we managed to catch beautiful sunrise too. Although not near most tourist attractions, it's located above 2 subway stations & linked to Lotte malls. ||Customer Service: Excellent customer service. Kudos to Front Desk Mr Duke Lee & Ms Hwang Yoonkyoung for being so patient and accomdating with my many requests as I was travelling with family of 13. I really appreciate the attentiveness of Mr Duke as he would approach me when he saw me walking towards the front desk to assist me and even asked how were the day trips we went for. I would also like to thank Ms Sharon Kim from Room Reservations for being so helpful and patient too! ||Room: Well maintained & no complaints. Multi usb points means we don't have to fight to charge devices. Amenities like shampoo, conditioner and body wash smell nice! Only downside was toothbrush was chargable which we didn't expect. But it is part of the hotel's sustainability movement hence we respect that. We also had a room which was the Junior Suite. Spacious room with living room and dining area with basic kitchen. If utensils are provided, it would have been even more convenient as we bought some food back.||Breakfast: One of the widest selection I have seen. Pastry selection is good and the croissants were hot favourite of the family. The service team is also attentive and prompt. We were always greeted with warm welcome and smiles. ||Overall: Thank you for making my family feel welcomed and we enjoyed our stay...

I absolutely loved my stay at Lotte World Hotel. The first impression was made with the immaculate lobby and the warm and friendly front desk staff. The room was perfect for two and we had a beautiful view. The elevators take a little while but we were in no rush so that was not a problem. The macarons in the lobby restaurant were delicious. We had breakfast at the hotel the first day. It was good and great staff. There are also budget friendly spots to eat at the Lotte Mall which is connected to the hotel so just walk over and you're on the other side - we loved the Pancake spot! This hotel location has everything. It truly is its own world. I loved frequenting the grocery store on the ground level - super friendly staff and I love how the staff opens the doors and bows to the customers as they open for the day! The subway is right there! The mall is right there! Lotte Tower is right there! Seokchon Lake is right there! The airport bus is right there! And everything is so clean. The cleanliness of the hotel and the friendliness of the staff were very important to me and left a lasting impression. On our way to the airport bus we were struggling with our bags and a kind young staff came to assist us and pulled our bags to the bus stop, 3-minutes or so away. We were truly thankful! Truly an enjoyable stay. Oh - my mom wants me to add that they never came to replace the kettle so she could make her hot tea. I told her we'll be sure to remind them at our next stay. I highly recommend Lotte...