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RM 536
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Hrvoje M
Zagreb, Croatia
Great location with an amazing staff :)
5.0 of 5 bubblesReviewed 16 Oct 2023
The great location of the hotel is making it an easy 20-25 minutes walk to the main square. Rooms are very clean and spacious. The staff is in particular attentive to you especially at breakfast time. I find the hotel a gem in Ulaanbaatar and I am always and exclusively returning to Kempinski as I feel like at home.
Date of stay: October 2023
Room Tip: Ask for GOBI Cashmere store 10% discount card (sister company) and save when you are buying the...
Trip type: Travelled on business
5.0 of 5 bubblesValue
5.0 of 5 bubblesLocation
5.0 of 5 bubblesService
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Reviewed 14 October 2023

World class service, from top management and down. I’m been treated like king! My guest has come and experienced the same service and warmth. There is nothing this hotel and staff won’t fix for you, be it a full day horseback riding trip to a nomad family or just arrange a cab within 5 minutes, no inquiries are to small or to big. 5 star service at it best

Room tip: Take full advantage of their supreme service. Their restaurants are great! Don’t miss them
Date of stay: October 2023
  • Trip type: Travelled solo
    • Value
    • Location
    • Service
Thank Peter P
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Bolor Jambaldorj, Revenue Management at Kempinski Hotel Khan Palace Ulaanbaatar, responded to this reviewResponded 16 October 2023

Dear Peter,

Thank you for your incredibly generous words and for taking the time to share your experience with us. We're truly delighted to hear that you found our service to be world-class, from our top management to every member of our dedicated staff.

Treating our guests like royalty is at the core of our values, and it's heartwarming to know that you and your guests felt this warmth during your stay. We take pride in going above and beyond to meet the unique needs and desires of our guests.

Your description of our service as "5-star at its best" is incredibly rewarding, and it's our aim to consistently provide this level of excellence to every guest.

We look forward to welcoming you and your guests back to our hotel for more exceptional experiences in the future.

Sincerely,
Dirk Bansemer,
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 October 2023

This hotel does not meet the standards of other Kempinskis. My family and I travel a lot, like A LOT, and we've been to many Kempinski hotels.
The problems started with our booking, which we made directly through the hotels' website (not a 3rd party). The booking states a 12:00 check in, but the hotel told us this was a mistake and their check in time is 2:00 pm. They allowed us to check in at noon without a fee, but it took series of emails in advance. We also booked the breakfast meal package through the website. On our first morning in the breakfast lounge, we were told we didn't get breakfast because we didn't have the meal package. Once again, I had to pull out my reservation receipt and prove (in front of other guests) that we had paid for the breakfast. They of course accepted the receipt and realized they made an error, but it was another hassle we shouldn't have had to deal with.
The day before our departure, we requested the hotel have a cab ready for us to catch our early flight (we needed to leave the hotel around 3:30 am). The young man behind the desk indicated he would do so and that we could expect a 100,000 tugrik (about 29.00 USD) flat rate for the taxi ride (this is also what we paid to get to the hotel). After spending the day on the town, buying souvenirs, and spending our local currency (but saving taxi money), we returned to the hotel. I double checked with a different guy at the desk that we would have a taxi waiting for us. Afterall, as the evening Front Desk Receptionist, it would be his job to call the taxi company. It was good I double checked, because the other guy hadn't taken action and hadn't passed along the request. Moreover, when the taxi arrived in the wee hours of the morning, we were told by the Front Desk Receptionist that it was actually a 200,000 tugrik charge (double!). We were also told the first "receptionist" we had spoken to earlier in the day was actually a Bell Hop and we were informed that he wasn't even supposed to be working behind the counter. As a result, we had no choice but to withdraw additional local currency (taxi couldn't take a card) from the hotel Front Desk (for a nice fee) in order to pay the taxi. What's particularly irksome is that we had plenty of cash which we would have saved if we had simply been told the correct amount.
There were other issues, but this review is already lengthy...
Overall, we had a less than stellar experience at this Kempinski. If you're going to Ulaanbaatar, I'd recommend you stay elsewhere. If we ever go back we'll probably stay at the Shangri-la. It's closer to the airport as well as the heart of the city.

Date of stay: October 2023
  • Trip type: Travelled with family
    • Value
    • Location
    • Service
Thank countlincoln
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Bolor Jambaldorj, Revenue Management at Kempinski Hotel Khan Palace Ulaanbaatar, responded to this reviewResponded 16 October 2023

Dear countlincoln,

Thank you for sharing your feedback about your recent stay with us. We deeply regret to hear about the inconveniences you encountered during your visit, and we sincerely apologize for not meeting your expectations.

We truly appreciate your loyalty as a frequent traveler to Kempinski hotels, and we acknowledge that your experience with us fell short of the standards you've come to expect. The issues you've raised regarding check-in, breakfast, and the taxi service are not reflective of the service quality we aim to provide.

We would appreciate the opportunity to discuss your concerns in more detail and make amends for the inconveniences you faced. Kindly reach out to us directly through "concierge.ulaanbaatar@kempinski.com".

We understand your disappointment, and we are committed to taking the necessary steps to prevent such issues from recurring. Your satisfaction is of utmost importance to us.

We value your feedback, and your comfort and satisfaction are of the utmost importance to us. We hope to have the chance to provide you with a more positive experience should you choose to stay with us again in the future.

Sincerely,
Dirk Bansemer,
General Manager

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Reviewed 14 July 2023 via mobile

Nice hotel about 2 km from the downtown square. Easy to get a taxi to various locations. Rooms are large and beds are very comfortable. Great breakfast buffet with fruit, vegetables, soup, omelets, breads, cheeses, and desserts. Nice lounge with good food selection and live music Friday and Saturday evenings. Also had a fabulous massage from Tuya.

Date of stay: July 2023
Trip type: Travelled with friends
Thank sue s
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Bolor Jambaldorj, Revenue Management at Kempinski Hotel Khan Palace Ulaanbaatar, responded to this reviewResponded 20 July 2023

Dear Calrgary Travelgal,

Warmest greetings from Kempinski Hotel Khan Palace, thank you for visiting us and for sharing your lovely experience with us.

We are very delighted to read that we found your overall experience to be wonderful and that you rated your treatment as the best. I am pleased to read that above all, it was the service you received that was most remarkable and very grateful for highlighting the professional service extended by our team. Rest assured that I will personally share your highlights and kind words with the entire team as I am sure it will add further motivation to each and every one of us in our daily efforts to keep on delivering memorable and exceptional experiences.

Thank you for recommending us to TripAdvisor readers as well as to our future potential guests and on behalf of the entire team, we are looking forward to welcoming you back again soon for another lovely experience in Ulaanbaatar.

Sincerely yours,

Dirk Bansemer
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 July 2023

An excellent hotel with good service, friendly staff, good food. Well located near the center of the city with easy access to museums etc (long walking distance, but walking distance). Everyone was very helpful and the rooms were very nice. The restaurants were top notch.

Date of stay: January 2023
  • Trip type: Travelled with friends
    • Value
    • Location
    • Service
1  Thank Thomas L
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Bolor Jambaldorj, Revenue Management at Kempinski Hotel Khan Palace Ulaanbaatar, responded to this reviewResponded 2 July 2023

Dear Mr. Thomas,

Greetings from Kempinski Hotel Khan Palace, thank you for visiting us and for sharing your lovely experience with us.

Very delighted to read that we found your overall experience to be wonderful and that you rated your treatment as the best. I am pleased to read that above all, it was the service you received that was most remarkable and very grateful for highlighting the professional service extended by our team. Rest assured that I will personally share your highlights and kind words with the entire team as I am sure it will add further motivation to each and every one of us in our daily efforts to keep on delivering memorable and exceptional experiences.

Thank you for recommending us to TripAdvisor readers as well as to our future potential guests and on behalf of the entire team, we look forward to welcoming you back again soon for another lovely experience in Ulaanbaatar.

Sincerely yours,

Dirk Bansemer
General Manager

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Reviewed 30 June 2023

Spend 5 nights with my wife to explore Mongolia. Great hotel to stay, 20 mins walk to city center. The rooms little bit old fashion, but everything is clean and tidy, what is most important to us. Beds are very comfortable and customer service is absolutely great. Overall whole staff is helpful and makes you feel that you are important and valued quest. KK lounge has a good food options and even vegetarian food.
We highly recommend this place if you visit in Mongolia.

Date of stay: June 2023
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
Thank TinoP48
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Bolor Jambaldorj, Revenue Management at Kempinski Hotel Khan Palace Ulaanbaatar, responded to this reviewResponded 2 July 2023

Dear valued guest,

Greetings from Kempinski Hotel Khan Palace, thank you for visiting us and for sharing your lovely experience with us.

Very delighted to read that we found your overall experience to be wonderful and that you rated your treatment as the best. I am pleased to read that above all, it was the service you received that was most remarkable and very grateful for highlighting the professional service extended by our team. Rest assured that I will personally share your highlights and kind words with the entire team as I am sure it will add further motivation to each and every one of us in our daily efforts to keep on delivering memorable and exceptional experiences.

Thank you for recommending us to TripAdvisor readers as well as to our future potential guests and on behalf of the entire team, we look forward to welcoming you back again soon for another lovely experience in Ulaanbaatar.

Sincerely yours,

Dirk Bansemer
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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