Reykjavik Natura - Berjaya Iceland Hotels in Reykjavik

On the first night of our stay, we unfortunately had a very disappointing experience. My partner and I had a long day and decided to order Domino’s for dinner. We waited approximately 1.5 to 2 hours for two pizzas.

As we are from the UK and unable to make international phone calls, we assumed the front desk would kindly call our room phone to let us know when the delivery had arrived.

After waiting a long time with no update, we went down to reception ourselves. Despite our order clearly stating our room number and names (which matched the room booking), the pizzas had been sitting behind the front desk the entire time without anyone informing us. When I asked for the order, the staff member simply said, “Here it is, it is probably cold now.” I asked if we could use a microwave to reheat the food, especially as there is a restaurant area for hotel guests, but this request was immediately declined.

When we returned to our room, we discovered that the phone had been unplugged. Although staff claimed they tried calling us, the phone would not have worked — and no staff member made any effort to come to our room to notify us that our food had arrived.

Later that evening, we noticed a Deliveroo driver in the corridor outside our room, which made the situation even more confusing. The same staff member had told us that food deliveries could not be brought to guest rooms, yet this appeared to contradict what we witnessed.

Overall, this experience was frustrating and disappointing, particularly after a long day of travel. Better communication and customer care from the front desk would have made a significant difference.

We came as part of a large tour group, and overall the hotel is just okay. The rooms are comfortable enough but they’re inconsistent - they all look slightly different and have slightly different amenities. There’s a lack of outlets in some of the rooms so we had to unplug the lamp to charge our phones. The food at Satt restaurant can be hit or miss - some days it was amazing and some days it was just okay & running low despite us arriving at our scheduled dinner time for the group.

The biggest issue though is that today on our final day, we came down to breakfast as usual but two of our tour members came in pajamas (as we were just packing up and leaving this morning). These were very modest pajamas (full length pants and tops), but clearly pajamas because they were striped. As we’re eating, an employee named VIGDIS approached and told those two ladies that another guest was complaining about their pajamas, and saying she could not eat because of it and if it wasn’t handled, she would complain to management. Vigdis told the ladies they couldn’t stay like that, and asked if they could go upstairs and change quickly. That specific guest had been staring at the ladies and making them uncomfortable for a bit, and obviously they felt embarassed and unwelcome so the ladies simply left without breakfast. Another staff member came to check on us afterward, and it was clear she didn’t agree with what happened, so we asked her if that was a hotel rule or maybe a cultural difference in Iceland (because to us, being American but also VERY well traveled around the world, it was not uncommon to have a hotel breakfast in pajamas so long as it was not an inappropriate pajama). The other staff member was responding kindly when suddenly Vigdis came over to defend her own actions, saying that it’s rude to dine in pajamas, that they can’t put a sign up for those rules, that the lady was so uncomfortable she would have come over to yell at us, and that she did not force the girls to leave or kick them out. I asked if the girls had said no to changing, would they have been allowed to stay? To which she responded no. Overall, the situation was very offputting. If it is in fact a rule, it should be on a sign at the entrance and the staff member who checked us in for breakfast should have advised us before we stepped in. If it is not a rule, then a staff member should have handled that disgruntled guest NOT us. As paying guest, our tour group members should have the same right to dine comfortably as that other person - it shouldn’t be about “who is angry”. It’s also bad business to mistreat guests that are part of a 30+ person tour group staying several days.

The civil way to handle the situation - let the disgruntled guest know that it’s not a rule, but if she is bothered than they can move her to another area of the restaurant (there was no need for her to be sitting right next to us if she was so bothered). Then they could tell us discreetly that for the future, they’d prefer guests not come down in pajamas (they had no way of knowing it was our last night). I also think a manager should have handled the entire situation, which I could be wrong but based on Vigdis name tag it does not appear that she is. If she is a manager, than that’s an even bigger issue that should be dealt with.