Planet Ice Tours

Thanks

Checking in, or even reserving in the first place, can be remarkably difficult if you don’t have a smartphone. My check-in agent was wonderfully helpful, and eventually figured out a way to provide me with the necessary “key” in spite of my iPad-based reservation. Still, prepare yourself for a bit of a struggle…

Unfortunately, our experience was disappointing and more stressful than it needed to be. On arrival, I waited at reception for around 10 minutes, assuming the receptionist was busy. However, when my partner returned from parking, he suddenly became available and warmly greeted him, despite not acknowledging me while I had been waiting. Not a great first impression. I had already paid through Expedia but was told the payment had been declined and had to pay again. We then got to our room to find it extremely warm due to the heatwave and the AC not working, despite the hotel advertising AC in all rooms. Reception confirmed the AC wasn’t working on that entire side of the hotel and they were fully booked. I do want to commend Sagar, who genuinely tried very hard to help. He offered fans and explored moving us to a sister hotel, although this would have required us to pay yet again. We considered leaving, but a refund couldn’t be authorised until a manager arrived the next morning. Thankfully, after a lot of back and forth, Sagar found us another room with working AC. Once settled, the stay itself was fine. The hotel really should inform guests in advance when an advertised amenity like AC is unavailable, particularly during a heatwave. A frustrating experience, but a big thank you to Sagar for doing everything he could to resolve it.