Great location but the hotel needs lots of improvements to the rooms, staff, management , protocols etc to qualify as a 5 star. There is no way this hotel is a 5 star hotel. It might have been at one time, but I doubt it. I suspect the Lotte name got it that rating or it was able to keep the rating because of its name.
There were things i noticed, as i explain below, that shows a total lack of respect for the guest and to take suggestions and problems and fix them. No 5 star hotel should have any problems that require guests to complain or make suggestions...let alone ignore the guests concerns .
That is not to say i would not stay again, or recommend it, but its not of the level i expected and, as I said, some things reflect a lack of concern for the guest.
The location cannot be beat. You are literally over the Seomyeon and Baum subway station and underground shopping mall (the mall goes on for miles). You are also next to the night market, but we never went to the night market as we found another area at the far end of Seomyeon with lots of young people …and bars, nightclubs, restaurants, gatcha parlors, photo shops, bowling alleys etc. ( I do not know the specific name for the area, but it was at subway exit numbers 6, or 2 or 4, of line 1 station 219 Seomyeon, not the exits for line 2 station 220 Baum, as they are all connected. My reference point was Levels Pizza to find the area)
The we had a Deluxe Double Room. The superior and deluxe are the same size rooms, so not sure that the extra price got me.
But the room seemed to me to be a basic Holiday Inn type room in terms of size (it was a bit bigger but not by much), furniture, amenities etc. Definitively not a 5 star hotel.
The room was in need of refurbishing. The bed was fine and comfy, but you could tell the furniture was in need of replacement. There was a nice desk, and they MacGyvered it to add plug outlets to help modernize the desk (the desk still had an old phone jack connection) . The safe was an antique… the ones from 30 plus years ago which are very small and have a knob to turn to lock or unlock after you put in your code. I could barely fit my small notebook computer by turning it diagonally, but no way anyone could fit a laptop. Let alone a typical size these days. Every other hotel we stayed at on our trip had a modern, big, safe. How can a 5 star hotel have such ancient amenities.
One thing they need to explain to guests, or put a little sign, is how to turn on and off the lights. There were no switches. I could not figure it out. I googled it (yes people had to post this ...again, the hotel must know the issue but ignores it) and it turned out that the phone next to the bed has the electronic switches. The screen turns off when not in use, so it just looked like a phone…until I touched it.
But worst of all were the lights in the entry hall and closet…which you could not turn on or off. They were on motion sensors. So every time you walked by…like 3am to go to the bathroom…they would turn on and stay on until a few minutes after the motion stopped. i am not talking dim night lights. But very bright hall lights. I don’t know about you, but in the middle of the night when you want to go to the bathroom, bright lights turning on, waking you up, and your spouse who is still in bed as wel, is horrendous. (I can see a small night light type light near the floor but this….ugh)
I asked reception if there was a switch or anything to do to turn off those lights ….and their response was... i kid you not.... just take the bulb out. So they know this is a problem with their guests, yet have taken no steps to fix it.
This is emblematic of the problem with the hotel. No concern about the guest or to take steps to make things better.
It occurred to me that one light that I assumed was burned out was likely unscrewed by the last guest! Either way, they never checked the room after the last guest.
Instead of taking the bulbs out, I put a piece of tape (I always have masking tape to tape up my bottles for travel) over the sensor …which is on the rim of the light just next to the bulb. That worked perfectly and was easy to put on and off.
Another lighting issue was the low light in the bedroom (the entry hall of course had great bright light!). There were no ceiling lights in the bedroom…just the ones in the entry hall!. You got some light from the night stands, and a bit from the desk lamp if you turned it on. There was also a standing light in the corner but it was not very bright (i could not tell any difference when it was on). But taken together it was very hard to see if you were not right next to one of the lights.
The bathroom was also not lit well. Very dim. The one room you need to have bright lights. The bathroom itself had a decent amount of counter space and area. There was a tub/shower combo …keeping with the old rooms that need modernization. Every hotel we stayed at on this trip, and not all were 5 stars, had walk in showers with a separate bath.
As I said, the rooms are dated and need a total refurbishing and reconfiguration.
While we had no time for the pool or gym, it seemed that use of these were subject to additional usage fees. Never seen that before. Many resorts charge a resort fee, but a non-resort hotel in the middle of town charging use fees?
Particularly irksome was check-in. Regardless of whether they had your room ready or not, they would not check or check you in until check-in time (3pm). We got there around noon. And we knew check in was not till 3 so we went and got lunch and walked abound . But most hotel, particularly higher end, will get you into your room as quickly as possible, without having to wait till the official check in time , if you room is ready. They did start checking us in around 2pm. But with a 5 star hotel you don’t expect to sit around waiting for your room if its available. And since they make everyone wait, you might be waiting to check in once they open it up (they even warn you that 3pm-5pm can be have long waits).
All that said, the staff in the lobby were professional and tried, but given other 5 star hotels we stayed at on this trip, even the staff seemed to be at a lower level. They seemed more concerned about company policy and protocols then taking care of the guest (like the answer about the lights on sensor. Instead of telling me I could just take out the bulb, which meant standing on a chair..and I am a senior, not that I could not do it… maybe the right answer would be …let me have someone go up there right away to take care of the problem ).
The website photos were fairly accurate depictions although they seemed to make the room look bigger than it was.
Wifi worked well.
