"We had high expectations for this hotel but unfortunately our experience was very mixed.
The hotel is perfectly positioned on Nyhavn and Inner Harbour. It is an easy 600m walk to Kongens Nytorv Station. We had stayed for four nights but paid for five as we had a long haul flight that arrived in the morning and wanted immediate access to the room. Upon check in the receptionist couldn’t find our booking. This was after we had confirmed and re-confirmed via emails prior to our stay and had online checked in and paid in full. After we produced our confirmation emails the reservation was found under the previous night. When you have been travelling for so long you want to have a seamless check in. This was not the case and set the tone for the rest of the stay.
Our room 322 was located in the second building at the end of the hall and had outstanding uninterrupted views over Inner Harbour. However the room is small even by city standards and the furnishings awkward and uncomfortable. When opening two large suitcases there is little to no space to manoeuvre. The wooded beams give a wonderful character but as you enter the room you are confronted with a support beam that is in the way. The air conditioning works well but is extremely noisy. When placed on “night” setting it is only a whisper of air and the room becomes warm and uncomfortable. We ended up switching the air con off and opening the windows for fresh air. This meant sleeping with ear plugs to block out the inevitable night revellers noise from below. The bed was uncomfortable. One side sagged so badly we had to manufacture support by folding the decorative bedspread and placing it along the edge of the bed. As the room offers little seating space it seems everyone who had previously stayed in this room had sat on the edge of the bed making it sag. There is a pillow menu which we used and were excellent. The bathroom had a shower over the bath. There was plenty of bench space.
The breakfast is offered from 6.30-10.30 on weekdays and 7.00-11.00 on weekends and gets very busy at the later hours. It is all quality with little touches such as immunity boost juices, pumpernickel and handmade bircher muesli. There is an extensive hot breakfast, pastries, buns, meat and cheeses and quirky little facts about Copenhagen that gave the spread uniqueness and character. Their made to order omelettes are wonderful however the weekday chef added capsicum which was not on the list of ingredients. When I asked the weekend chef not to include capsicum he said that it did not come with them. Confusing…
The housekeeping failed to deliver. The room had a nespresso machine however after the first night the pods were not replaced and we had to call down to reception. They promptly brought up replacements but we should not have to chase in the first place. On the second night the bath gel ran out and the toilet paper ran desperately low as neither had been topped up with the housekeeping. The next morning we went down to reception to inform them to ensure these would be replenished. The receptionist said “Oh they do that as part of the housekeeping”. We had to inform her that this was not the case and to ensure it is done during this service. On check in you are given the option of when you would like housekeeping done. As we are early risers we asked for housekeeping to be done early in the morning. That afternoon we returned to find that housekeeping was still cleaning our room after 3pm. To make matters even worse the hotel had painted the hallways of this building and the air stank of turpentine and paint. We had to stand and wait until housekeeping had finished only to find that the bath gel and toilet paper had not been replenished. We called down to reception to inform them of this and to complain about the painting repairs that had been undertaken. The manager was extremely polite, professional and genuinely regretful of our experience. She asked if we had been informed on check in regarding the works to which we responded no. Regardless this is unhelpful because we had already had to pay for our stay and where are we going to relocate to after we’ve arrived? The manager suggested relocating us to the one available room in the other half of the hotel but we were not going to relocate for one night as we were leaving the next morning. She offered a substantial discount on our stay which was appreciated but the whole reason you stay at a hotel is to generate nice memories not to get a refund. Upon check out we had to remind the receptionist of this discount that was offered. He kept referring to bookings.com which we had not used and in the end we had to write down our email address which made us wonder what records they had? In the end the refund was received as promised but at the time we were not that sure.
Overall the hotel has a wonderful location and setting, is aesthetically pleasing, however there were too many issues that you would not expect from a quality establishment at that price point."
