I had a very disappointing experience with Old Town Reykjavik Hotel.
I booked a 6-night stay and communicated in advance that I would be arriving a day late. The hotel acknowledged this, so I expected a smooth check-in process. I also asked about early check-in since I would be arriving early, but was told check-in was strictly at 2 PM. That was disappointing, especially since I had already paid for the previous night.
What made things worse is that “check-in” turned out to be nothing more than receiving a message with instructions to access the room—something that could have easily been provided earlier.
When I arrived around 12:30 PM, there was a staff member cleaning in the lobby. I waited respectfully before approaching her. After about 20 minutes, I asked if I could check in, and she said she could help. I went to grab my bags, came back, and she was gone.
From that point, things went downhill.
I waited over an hour in the lobby with no assistance. I called every contact number provided multiple times—no answer. I even reached out through Hotels.com, and while it took some time to get connected to a live agent, even they were unable to reach the hotel staff.
At that point, I had no choice but to book another hotel nearby for 5 nights.
Four hours later, I finally received a message with check-in instructions—long after I had already made other arrangements.
This experience showed a complete lack of communication, accountability, and basic customer service.