I don't want to belabor the point about customer service but I just wanted to add one final anecdote about my experience at the Sheraton Seoul Palace Gangnam. As I was checking out and waiting for the KAL Limousine Bus for Incheon Airport, I stood outside at the bus stop at around 1:43PM as the posted departure time was 1:45PM. While I was waiting, a Sheraton associate came running out to let me know that they just received a call from the KAL Limousine bus that the bus was running about 15 minutes late and for me to return to the lobby to get out of the cold. He quickly grabbed my bag and carried it to the bell desk and asked me to remain seated as he would monitor the bus' arrival.

Sure enough, 15 minutes later, the bus was pulling up and the same associate escorted me to the bus and insisted on carrying my bag. He was accompanied, this time, by a Concierge who wanted to take my computer backpack (which I refused) but both escorted me and apologized for the bus' delay given the heavy traffic caused by the lunar New Year holiday (many schools apparently close earlier on the day before the lunar New Year's Eve to allow people to start making their way to their home towns to celebrate with their families).

I felt that this was worth mentioning as it was clear that the delay was not caused by the hotel but they still wanted to ensure that a guest was looked after until the very end. Since I checked-in/out at the Sheraton Club, I don't believe these associates would have even known that I was a Platinum or Ambassador guest so their efforts were directed simply at a guest who had just checked-out.

I shook both their hands and wanted to offer a tip but both were a little horrified as I reached for my wallet and took 2-3 steps back while bowing. As the bus driver was quite impatient given the delay in the schedule, I didn't insist and simply boarded.

As the bus pulled away, both associates bowed and waved goodbye.

Again -- I do hope that things have turned around from what others have experienced. For myself, I can only say that I will most definitely be back at the Sheraton Seoul Palace Gangnam on my next visit to Seoul.