The service in the hotel is extremely unprofessional despite the premium price.
We were on honeymoon in March 2012 and wanted to spend one night in a memorable place and thought an Art Suite in Icehotel Jukkasjärvi would be the right place. Because were staying there just for one night and we had seen photos of the suites, we asked the hotel over a month earlier if it would be possible to get a specific art suite since we are just married and are staying there just for one night. The booking system itself does not let you to choose in which Art Suite you want to stay and the quality of those rooms vary greatly. We got a reply from the hotel saying that "I've made a note in your booking about your request for the Art Suite - Kraken's Lair, so the one in the reception can give you that specific Art Suite." So far so good.
It took us two days to drive there. When we got to the reception and showed them their email, they said the room was already given to someone else. What a big disappointment. It was not late or anything, we arrived around 14:00 and you get the rooms at 18:00. When we asked them how is this possible, they just insisted they cannot promise any rooms.. you can only make wishes and that we should have interpreted their email that way, like it was our fault. What are these room wishes good for if it does not matter at all if someone makes a wish earlier than someone else and they just give the rooms randomly. There was like three rooms left from which we had to choose.
When we checked out night later, we were asked if we had enjoyed the stay.. we had not. We explained again what the problem was and the person asked we wanted to talk with the manager. She then took our email, went to a backroom to talk with the someone who I assume was the manager. When she came back she just said they cannot make any room promises despite what they said in their email, and that we should have read their email so that it was not a confirmation, so it was not their fault.
There was no compensation whatsoever.. no free hot drink at the bar to make feel you better when we arrived or anything. If the hotel knows you are on honeymoon and you pay the premium price of 700 euros/550 gbp/850 dollars a night, I think anyone would expect better service than this from any hotel. It does not seem to matter to them if they leave bad taste in customer's mouth and ruin their holiday. With prices you pay they surely could afford to make things alright.
There is not much to see in the area besides the art suites of the hotel, so if you are going there, I would suggest to visit there during daytime and pay the entrance ticket to see the art suites, and then sleep somewhere else. There is only two restaurants in the area and they are expensive. One is near the hotel, the other one is some 800m away from the hotel. There seems to be only two settings when can you eat at these restaurants.. one around 18:30 and the second one around 21:00.
The parking place is quite small near the hotel and you cannot drive your car next to the entrance. When we arrived the parking place was full and we had to leave car further. Be prepared to drag all your luggage some 200m in snow to the hotel as it is not part of the service.
Not recommended to just married couples looking for a unique experience.
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- Also Known As:
- Icehotel Hotel Jukkasjarvi
- Icehotel Sweden/Jukkasjarvi
- Ice Hotel Sweden