Novotel Ambassador Seoul Yongsan

As an ALL Accor Platinum member, this was one of the most disappointing hotel experiences I have had in recent years.

At check-in, I was informed that my booking did not include breakfast and that I would need to pay for it. I immediately explained that Platinum members are entitled to complimentary breakfast at participating Asia Pacific hotels and asked the staff to verify this.

After checking, the front desk staff returned with the hotel’s own Platinum benefits letter, yet still insisted that I would need to pay. Even after I raised my concerns a second time, I was again told that I had to pay for breakfast. Only later was I told that the hotel system had incorrectly displayed my membership as Gold rather than Platinum.

To the hotel’s credit, management later acknowledged the error, apologized, and confirmed that my Platinum benefits should have been honored. However, what disappointed me most was not the initial mistake, but the way it was handled. Despite repeated discussions at the front desk, no manager stepped in to assist at the time, and I was left to argue for benefits that were clearly stated in the hotel’s own documentation.

The hotel also informed me that a bottle of wine and fruit platter had been arranged as an apology, but these never reached my room. Although the hotel later reviewed the case internally, it ultimately declined any further compensation.

Mistakes can happen at any hotel. What defines a great hotel is how those mistakes are handled. Unfortunately, in this case, the service recovery fell well below the standards I would expect from an international Accor property.

I hope the hotel genuinely improves its staff training and internal communication so that future guests do not have to experience the same situation.

Update: Following my complaint, the hotel management reviewed the case, acknowledged the handling issues, confirmed that the apology amenity did not reach my room, and offered a future suite upgrade as a goodwill gesture. While I appreciate the effort to make things right, the original handling of the situation remains disappointing and below the standard I would expect from an international Accor property.

My best stay in a Novotel hotel!
I always associate Novotel with being a 3 and 4 stars hotel, but this was truly 5 stars in many ways.
The room was great, bed and pillows were comfy, nice room set up with the plugs right about your bed head frame, a toilet that can open up fully or loses off for privacy, new automatic toilet bidet and many more.
Location is good too, esp if you like to try your luck at the casino beside or a short walk bringing u to iPark Mall which is huge and with almost everything U need there. And also one step to Noryangjin if U are up for some King crabs! Distance to places like Myeongdong (with all the street food and shopping) may be further, so I guess it depends on your preference.
Overall, this is a 9/10! Can't say I will be back here again but this isn't too bad.

"I had a fantastic stay at the Novotel! The room was exceptionally clean, modern, and much more spacious than I expected. What made the trip even better was the location—the subway station is just a short walk away, making it so easy to get around. Having a major shopping center right next door was incredibly convenient for dining and quick errands. A perfect, comfortable base for exploring the city!"

Typical Accord hotel. Quirky gadgets (most work), cute angles, all to hide the cramped tiny rooms. Basically toilet and shower 2 feet from your bed. There is also an ibis here but I cannot imagine a room more basic than this Novotel. Rooms need maintenance. Cracked mirror, loose tiles on floor, etc. Clean, Nice views of city. Housekeeping is pleasant and helpful.

The ealry check in (without being asked) is very appreciated, especialy after a long flight. We manage to refresh ourselves before exploring seoul. This definitely the highlight of the experience. Amongst other excellent service during our stay. Definitely will come back here when we visit seoul next time. Highly recommended. Ansahamida…

Staff are very helpful and patient. Location is good, near the Yongsan station and the way to hotel is well covered, even with pouring rain, the way to the hotel is easy and dry. The room is spacious and comfy, the bed is extremely comfy that I didn't want to get out of the bed. I would say the bed, the duvet and the pillow is the best I have ever experienced by far and I have been flying around the world for more than a decade.

Everything was very good during our stay. The hotel was clean, comfortable, and well organized, and the staff were friendly and helpful. The service was also very good, and overall we had a pleasant experience.

The only downside was the location, which was not the best for us. Apart from that, everything was great, and we would recommend the hotel.