Gæstebruger
12. januar 2025
Families should avoid early December and for the next few years until they are an established and fully functioning hotel. Allowing 2 stars for the Search for Santa experience (especially the amazing elves) and for the Aurora cabin accommodation. We stayed from 1st to 4th December 2024, and were so excited to have arrived to Lapland. However, at check-in, we were taken aback to be greeted by moody, sullen staff members, not the positive, happy welcome you expect to receive. The male member of staff on reception was exceptionally unhelpful, unaffected, lacking in any empathy and devoid of any sense of customer service, giving only yes/no answers, without furnishing us with any helpful information. He told us that some of our activities (husky rides and snowmobiles) would be cancelled, due to lack of snow. This was a more than we were aware of, as NLV had previously told our travel agent that we could still do snowmobiling 15 minutes’ drive away, but that was not the case, due to height restrictions (over 1.4m I believe). He simply did not care when I told him that I was disappointed with the lack of activities on offer. The only alternative activities offered to us were a 3-hour long (7km?) hike, or aurora hunting from 8 til 11pm, neither of which I felt were suitable for our 8 and 5 year old children. Another family told us that they had been offered cross-country ski-ing, but this was not offered to us and again, not an ideal activity for young children. I asked the member of staff several times what the activities involved, how much walking there was, if there were any stops, refreshments offered etc. He just didn’t know! I referred him to the NLV website, which I had brought up on my phone, and showed him that there was very little information on there about activities, very few photos, no reviews etc. How can the reception team have next to no information on the activities to advise guests, and inform their choices?! Basic information they should have received from their training. I asked him if there was any on-site shop, he replied no. Any shop nearby, I asked? He replied the nearest one was at least a 10 minute’ drive away. At that point, he should have advised me about the shuttle bus they run from the resort, but he did not. I found this out by chance on our last day, from another guest. I was disappointed, as we would have liked to have explore the local area to visit some shops or cafes, but had now missed our chance. There was a small childrens’ snowmobiling track on-site, with tape around it, which was very underwhelming. A staff member showed us how to work the snowmobiles, then just left us to man them ourselves for the majority of the 30 minute session, without supervision. Yes NLV, I know patently well you can’t control the weather 🙄 as they so helpfully told me over email. My complaint is that the alternative activities offered were unacceptable to a young family. Moreover, the unbothered, unaffected attitude o
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