Overpaid for services that were not offered
Posted Mar 20, 2017
Arrived at the hotel and to our surprise, it was further outside of the city than we expected. While thy do offer their guests a city bus pass, this is not advertised or told to us when first checking in. It is hidden on the hotel card holder paper that no one checks. We only found out on our last day and wasted a couple of hours in total waking from this desolate location to the city. When I say desolate, I mean there is no shops around - no supermarket/grocery stores, no bars or restaurants... nothing.
The wifi connection was also incredibly disappointing and frustrating. We were not able to stay connected for more than 1 consecutive minute at a time. Not to mention the TV did not work at all! When we complained, their response was that there were no technicians working during the weekend, and "oh, weird.. the wifi should be working". Free breakfast was offered but no refunds for these services were refunded.
I give this hotel a 1 star, only for its cleanness and quality toiletries.
Comment from Hotel Management
Mar 24, 2017 by IH Reykjavik Natura Guest Relations, Hotel Management
Thank you for taking the time to review your stay with us. We are very disappointed to read that you were not given the level of personalized attention we pride ourselves on and you expected. Although an apology will regrettably not alter the outcome of your experience on this occasion, we do extend it with all sincerity. Our location is indeed a 20-25 min walk from the heart of Reykjavik but as you mentioned, we do provide free bus passes for all Reykjavik City buses for our guests. Even though this is advertised throughout the hotel and the Expedia website, we are sorry if you were not aware of this. We also appreciate you pointing out the technical issues, they have been forwarded to the team members involved and will be used to improve services.
We would like to thank you once more for your comments and look forward to welcoming you back to our IH Reykjavik Natura.
IH Reykjavik Natura Guest Relations