I just wanted to post this letter to management that I wrote to the Sheraton- so that Tripadvisor readers can understand the reasons for my writing that this hotel is the best in Korea hands down:
Thanks for instilling a “can do” attitude in your employees. This is such a refreshing change from hearing excuses left and right about why a certain thing can’t be done or why the request can’t be granted when I visit Korea. I haven’t heard a single “no” in my two visits at the hotel.
Also, thanks for instilling a sense of ownership by the employees with respect to caring about guests. Most (if not all) Korean hotels have employees sliding responsibility for certain things to other people- or justifying why something isn’t their responsibility. It is clear that these guys learn from their superiors about shirking and ducking responsibility.
Finally, thnx for getting rid of the haughty attitude you receive when you visit Korean hotels. You would think that the receptionist at the front desk is the son or daughter of the owner of the hotel. Just ridiculous about having to spend money and then trying to get on the good graces of the staff- when did this happen? If I am paying money to stay somewhere, then I better be treated like a guest. It shouldn’t be the other way around.
I really feel welcome here- and I am much more willing to stay where I am welcome than staying somewhere that doesn’t appreciate my business.
Now a couple of important things that I would like to point out (episodes, if you will):
-I requested a humidifier the first time I arrived, and like magic a new humidifier arrived with no fuss. No excuse as to why they weren’t available, nothing of that nature. Also, the delivery was very quick.
-I requested a humidifier to be plugged in the second time I used your hotel- and after I checked in and arrived at my room. The humidifier was there and had already made the room comfortable. This means people actually listen to requests, which is absolutely outstanding.
-I remember that our sink didn’t drain properly- and even though it was 11 pm @ night on Sunday, the engineer diligently arrived and proceeded to fix the problem. Once again, I have to say that the response time was absolutely superb and the level of service exemplary.
-we occasionally have mail/packages delivered here- it is always waiting for us when we check in and the front desk is very conscientious about getting our mail/packages to us as soon as we check in or whenever it arrives.
However, what I am most impressed with is the attendants on the first floor. They are probably the best trained of the people at the hotel. One of my most irritating moments (and major pet peeve) is when the doorman tells me that there are no regular taxis (just black taxis). Now, if that were true, that would be fine. However, more often than not, especially at the five star hotels, the doorman just has to walk maybe 50 feet and hail a taxi at the driveway/entrance to the hotel. Most doormen told you to go to the street to hail the cab yourself. That really pissed me off- because I am not sure why they are there- and whether the purpose of them being there is just to look ugly.
At your hotel, despite the fact that you are located at the back of the building, the doormen make an extra effort to hail cabs (and despite the location handicap, they really come through (at least most of the time)).
At your hotel, the staff is proactive (and hopefully it will stay this way) in trying to get a regular taxi and if there isn’t one always willing to call one for you. One episode that I would like to reiterate is that one time when my wife and I arrived at the hotel late at night, the doorman was courteous enough to usher my wife inside and to take her to a place where it would be warmer. I think that this type of service really deserves recognition. I only hope that this type of service at the attendant level (on the first floor) continues. I know that this may be an afterthought, but the first impression or the first person that you meet at a hotel sort of dictates how this will carry over when meeting other employees. I think that this is something that has been forgotten in Korea.
In any event, I certainly hope that this trend continues and that this high level of service is consistent throughout my future stays here.
NOTE TO READERS: I note that the hotel is in a redeveloping area, but the subway station and taxis are plentiful However, the service is beyond reproach and is completely worth it. The facilities are first rate and the service is even better. If Trip advisor deems another Korean hotel as a better hotel, then something is wrong with this website.
