The service level of staff of front desk in the Ocean 700 are very poor. Most of the instructions/guidelines/rules in the Ocean 700 are written in Korean, there are only limited English wordings inside Ocean 700. Since my family went inside, the male staff requested us to wear the life jacket and swimcap. My husband said he could swim, no need to wear life jacket. We asked any charge (in English and Mandarin), but seemed that they didn’t understand our question. Again, they insisted us to follow their instruction and just said “NO, NO”. We had no choice, only follow their instruction to wear the life jacket and swimcap, then scan the wristlace, and we saw that was shown 0.00 in the monitor which connected with the system. So, we were not aware of any charge, no matter we asked (in English), the staff was just using the universal language, i.e. body language showed us no problem. We played for around 2 hours, before the closing time, we went to change our swimwear. By the way, the towels inside are face towel size, after shower, we needed to use two or more towels dried our body. When we tried to go out, the young lady in the services desk asked us to pay. I asked what we need to pay because we did return all the equipments, like life jackets and swim caps. Although I tried my best to listen, we still could not communicate. That young lady scorned to reply my question on why we needed to pay. So, that young lady went inside to ask help from her colleague/supervisor. Another lady came out and talked to me. The first sentence was "you must pay WON14,000". I asked again why. She told me I needed to pay for rental. I questioned her there was no poster sticked around showing the rental cost. She said I needed to pay again and again. Talking back and forth for a while, I still not understood what she said. Maybe I’m not familiar with their accent, so I requested her to write down the reason for me. She wrote “deposit”. I said when we scanned the wristlace inside, there was not shown any amount outstanding/accrued. As my understanding on the word “deposit” generally, that is the money borrower paid while taking equipments, then will be refunded upon return of the equipments. The deposit will not be refunded unless the borrower lost the equipments for returned, the deposit actually is for the cost of equipments. So, I didn’t understand, why we need to pay as we all returned the borrowed equipments. After around 15 minutes negotiation, she said that was a cost “MUST” pay. I’m not care to pay WON14,000, because there may be miscommunication or misunderstanding about the rules. I used to follow the rules. But I was so frustrated due to their unexpected poor services and insufficient signage. Finally, I said “I pay, but I’m very angry”. Maybe the lady, the supervisor saw my angry face, she said “sorry”. Then I paid and went out. I got a very unhappy experience. In addition, I requested for additional bracket as the king size bed is quite small, that could not accommodate 2 adults and 1 child (9 years old). But that not free, costs WON15,000. This is the first time that I heard of charge for bracket, even that is not applicable in Myeong-dong hotel that I accommodate for two nights during this vacation period. I wondered there is any standard services level measurement system to identify the hotel/resort worldwide, that will inclusive in the “staring” system. If the hotel is for worldwide guests, I believe there should be sufficient English signage to let the guests to have an easy life there. I’m a frequent traveler worldwide, I do have no problem travel around other locations in Asia. Anyway, I’m extremely disappointed for this hotel, no matter the overlook of the resort is comfortable.
