"Whilst I agree with a lot of the positive sentiments with the reviews of this hotel, I do feel there are so fairly basic and fundamental issues which need to be disclosed.
1) we did not sleep at all on 3 of our 4 nights here. The noise of music that could be heard from our room went on until 3am. This is totally ridiculous and whilst I appreciate not within hotel control, there is clearly an issue in this hotel given the number of boxes of earplugs in our room for guest use (there were 9 boxes of earplugs between the bathroom and desk!) We should have been made aware of noise issues when booking. I asked to move rooms but was told this isn’t possible. Given the significant disturbance I am surprised there is no mention of this anywhere on the hotel website. Manager response (who is elusive, front of desk staff have no idea when he will be in or available to speak) is it’s a centrally located hotel in a party town. Do me a favour!
2) I reported on the first morning the button in the shower was stuck so the water was not getting hot. I was assured this would be fixed. It wasn’t and the next morning I requested again that someone look at it. The very offhand and difficult lady on the front desk was very rude telling me it had been fixed and the issue was me using it. I can assure you this wasn’t the case - when she finally agreed to send someone again, it was fixed. I’m not sure why this wasn’t done when the issue was first reported.
3) I asked front desk to call our activity provider to confirm pick up time and location for the following day as we were out all day and the booking wasn’t clear. She said she would try but couldn’t promise as she was “busy”. This attitude is frankly disgusting, when we are asking the front desk to make a call to a local activity provider to confirm pick up details. I asked to speak to the manager and she refused, saying he weren’t here and she didn’t know when he would be. And she refused to leave a message for him. Completely unhelpful.
Sadly having finally spoken to the manager via email post our trip, this unhelpful and unpleasant attitude starts at the top down so my advice - if you’re expecting a decent nights sleep, hot water and service with a smile, look for another hotel! There are plenty in Reykjavík and their central location doesn’t excuse basic hotel requirements!"
