Crystal Suites 1

Unfortunately, this hotel is described very wrongly on *********** and, with our trust in *********** built over a period of years, we fell for it. This is meant to be a superior 5 star hotel, supposedly “suites” as per the name! The top heading on *********** states “Get the celebrity treatment with world class service”. What could be more wrong?? The description on *********** also says that ”this 5 star hotel also has ski-to-door access”. Since we were going to Rovaniemi for the skiing, we were immediately attracted to this! Far be it from the truth and the only ski access is if you carry your skis on your back to the middle of the town! :( It goes on to say that there is also a Tour Desk! There isn’t even a reception, let alone a tour desk! They also offer a continental b’fast according to the description. In fact, breakfast is a little collection of food items left in a paper bag in the fridge overnight. The bathrooms in the rooms of these 5 star, celebrity status suites are tiny and what, in a marine environment, are called “wet heads”. This means that the toilets and bathroom floor get completely wet because there is no divider, not even a curtain, to separate the shower from the rest of the room. We had two subsequent bookings for this hotel, the first from the 5th to the 7th, and the second from the 7th to the 9th, February 2023. We wanted to stay at this hotel because we were travelling with another couple of friends that had already booked. Contrary to the hotel description, which was wrong on various accounts, this is not a hotel but a small unmanned hostel with a total of 6 rooms. We arrived on Sunday evening after a long transfer from Ivalo, We found our room flooded due to a problem with the air conditioner. We called the emergency number and the owner (??) told us that she could not help us before the following day as they had no cleaning staff or maintenance available. She told us to find another hotel and we will be refunded for the booking, as well as for our second booking. We were not refunded! After weeks of chasers, we were refunded for this first booking but not for our second one even though this was all documented on the *********** system. The hotel owners cannot be trusted, and we feel very let down by ***********, not only for the money but also for the hassles and waste of time in making us chase for the refund and each time they postponed this. The final insult was that *********** said we should ask the hotel directly for the money because they could not help. we had already chased the hotel but they never replied. Apart from the hassles on arrival and afterwards, we are out of pocket by EUR330. I have worked in tourism for many years and yes, I know very well that sometimes things go wrong in hotels just like with everything else in life! This is not the issue here. The problems here are: 1) a very wrong and misleading hotel description on *********** completely misrepresenting the hotel. Perhaps