Dave E.
Google
Due to a flight cancellation with Icelandair, our travel was delayed for more than 24 hours, and we were accommodated at this hotel as part of the airline’s arrangements. Upon arrival, we were made to feel like unwelcome guests. We were directed to a seating area and informed that dinner would be provided. However, after being escorted to a separate room, our group was left unattended for approximately two and a half hours without out water or any instructions. During this time, several members of our group attempted to seek assistance from hotel staff but were repeatedly turned away, until a staff member eventually realized that we had not been attended to at all.
The following morning, we received a phone call at 5:00 a.m. to tell us we are late for our airport transfer when our flight did not board until 4:00 p.m., which was unnecessary and disruptive. The hotel staff was made aware of when our flight was scheduled the night before. Additionally, we were never informed if we would receive lunch or the hotel’s checkout time. We only became aware of this information by scanning the QR code provided in the room.
When we later approached the reception desk for clarification, we were again treated dismissively and were told that all of this information had been communicated to us the previous day, which was not the case. While we do appreciate that the hotel agreed to store our luggage after checkout while we waited in Keflavík for our airport transfer, the overall experience was marked by poor communication and an unwelcoming attitude.