INTERVIEW 'Room renovation ready to satisfy customers'

By Kang Seung-woo

The word “renovation” sounds like leaving the past behind and pursing a new trend and in that respect, some loyal customers of the iconic Grand Hyatt Seoul may feel apprehensive about the 41-year-old property losing its heritage through its recent remodeling.

However, Adrian Slater, its general manager, believes their concerns would be unfounded as his renovated hotel retains the unforgettable memories it has provided customers for over four decades.

The hotel, located high on the slope of Mount Nam, recently completed its renovation of all 615 guest rooms and suites which started back in 2016.

“We considered the history of the hotel as one of the most important considerations prior to the renovation,” the Australian hotelier said in an interview with The Korea Times.

“We respect the memories left in our customers' minds through various events and historical milestones, and in this context, the direction of the refurbishment to preserve our heritage reflects the wishes of our guests and stakeholders, alike.”

He said he expects the newly renovated guest rooms and suites to preserve the spirit of its over 40 years of heritage.

“They will maintain a high level of detail and craftsmanship, while bringing about a subtle but significant shift in the way guests will interact with their space,” Slater said.

“Our hope is that guests will find our new rooms a splendid environment in which to rest and recuperate after a busy day of work or sightseeing in the dynamic city of Seoul.”

He added: “The most important objective of our room category renovation was to maximize the experience of our breathtaking views, and pair that visual dynamic with a comfortable and relaxing space, with a luxurious, functional convenience.”

While basking in the spotlight as a property offering a panoramic view of the Han River, some complained that the Grand Hyatt was resting on its laurels and failing to meet guests' expectations.

However, Slater, who took office in 2015, said the refurbished rooms will “perfectly satisfy a guest's demands for accommodations” that are equal to its spectacular views.

“Through a thoughtful arrangement of our contemporary, minimalist furniture we have created a much more open feel in all of our spaces. Guests can enjoy breathtaking views of Seoul from their window-side sofas and generously sized tables in each guestroom,” he said.

He added that customers are giving rave reviews to the three-year transformation.

“Guests are realizing, especially in the case of our standard rooms, that it is possible to enjoy the views from our floor-to-ceiling windows, through our minimal furniture arrangement,” he said.

“Our suite guest rooms have undergone many changes, refreshed with modern colors and interiors. Guests have complimented us on the suites' ambience of luxury and comfort, receiving accolades from both business travelers and families, alike.”

According to the hotel, Trip Advisor, reflecting customers' reviews and ratings, has posted a 4.2 point customer rating, an improvement of 0.4 points over the past two months alone. In addition, following the renovation, it also sees a rise in the Hyatt International Customer Satisfaction Survey results.

“We will continue to strive to make our guests' stay a comfortable and satisfying one by not only improving the facilities but also through the continuous improvement of our services,” he said.