Lotte Hotel Busan

I chose this hotel based on the expectation that my accessibility needs as a blind guest would be understood and accommodated. Before my arrival, my travel agent spoke directly with hotel management to discuss my requirements. Unfortunately, my experience at check-in was disappointing. The manager on duty informed me that it was "too dangerous" for staff to assist me in accessing the swimming pool. Thankfully, a lifeguard was willing to assist me, demonstrating that a safe and practical solution was possible. There was also an issue with housekeeping. After requesting fresh towels, the staff member collected the dirty, soaking wet towels and placed them on my bed instead of taking them away. I had to ask him to remove them before he left the room. This should not have happened. While some individual staff members were helpful, the overall handling of accessibility and basic housekeeping fell well below the standard I expected from a hotel of this caliber. I hope the hotel improves its staff training, particularly regarding accessibility for guests with disabilities, so future guests have a more consistent and respectful experience.

I recently stayed one night at the Lotte Hotel Busan on a reconnaissance for future visits and it was not what I expected. I got the impression that it was primarily a Korean guests only hotel. As a foreigner I did not feel welcome and I thought the hotel was way too big. I booked a room with lounge access and found the lounge to be over crowded at most times. Cocktail hour and Breakfast was total kayos. Also the added extra costs for the use of the Gym, Swimming Pool etc do not help, I will not be staying at the hotel again. I normally stay at an IHG hotels but unfortunately there aren’t any in Busan. On the plus side, the Casino was OK.

I would have given a four star rating if not for the exceptional service received by JASON HAN from Concierge. Ok on why the 4 and not 5 stars initially: - We arrived early morning on the day of check in after an overnight flight. Was hoping to get a quick shower or wash at the pool/gym shower facilities. However, we were informed by the reception that facilities cannot be used before official check-in time. - Breakfast hours are shorter than other similar class hotels. It ends at 10am and around 9.30am, the restaurant staff will go around informing guests that the buffet closes at 10am. Just before 10am, the staff will be eagerly clearing plates. It did feel we were being rushed. Would have preferred a slow and lazy breakfast experience. But I must say the buffet spread was extensive and food was generally good! - Some staff cannot understand much English. Encountered communication challenge with staff when we called In-room dining and another with Guest Relation. Was somewhat surprised that GR is not conversant in English and that was what lead to the involvement of Jason from Concierge. Why the ⭐️⭐️⭐️⭐️⭐️? I did some last minute shopping at the Lotte Department Store the night before the check-out date. As I was packing, I realised that the store staff had missed to pack 1 item which I was charged and paid for. Problem was the store has closed and I will be on an early morning flight the next day. First I reached out to the GR to ask if they can help me to contact the store when it opens the next day. I sensed that the GR staff did not fully understand the problem I was having and she kept telling me she had "no idea". Requested her to please check with her colleagues who may be able to help. That's when Jason came along. He came personally to my room to understand the problem and took some photos of the items received. I handed him the payment receipt and he assured me that he will go to the store the next day to raise the issue. Was already very thankful to him at that point regardless whether the missing item can be recovered. Back home the next day, I received an email from Jason that he had went to the store and the manager there acknowledged the mistake and the missed item will be shipped to me! Shipment will be arranged by the hotel on behalf. I am truly impressed by how Jason went beyond his call of duty to help me resolve the issue and so swiftly!! Grateful for that!🙏🙏 He is definitely a great asset to the hotel and this service industry! The missed item was delivered to my house on 5/5- just 9 days after I checked out!!