Camp Boutique in Stokkseyri

We booked this property for a one-night stay. On arrival, the staff member present was clearly inexperienced and not expecting us. We had reserved two igloos (glass tents), which had not been pre-heated and were extremely cold. One of the tents had a non-functioning heating system. The staff member showed little initiative in resolving the issue and only retrieved a heater after we offered to help.
We were told it would take around an hour for the tents to warm up and were asked to wait in a communal area that had a strong sewage smell. At 10:30 pm, we were finally offered a refund because the property was unable to provide the services guaranteed at the time of booking. Breakfast was advertised on site for €20 per person, but we were told this was not possible. After contacting the owner, he apologised, acknowledged the staff member’s inexperience, and confirmed in writing that we would receive a full refund. Breakfast was available 20km from the accommodation. He also admitted that the property should not have been listed, as these tents cannot be prepared at short notice.
The igloos are advertised as 19 m² glass tents, but in reality they are extremely small, with barely enough space to move around the bed. The kitchen, lounge, and shower areas are equivalent to very basic one-star camping facilities. The only decent communal area is only reachable by car and suffers from a strong sewage smell. The owner was rude and made no effort to help. This experience ruined a day of our holiday, as we were forced to find alternative accommodation at 11 pm after waiting over two hours.

We booked this property late in the evening of January 3rd and arrived approximately one hour after completing the booking on Booking.com. Upon arrival, we were met by a very young assistant who clearly lacked experience and was not expecting us.

We had booked two igloos, which in reality are glorified tents located in a camping area. Since the assistant was not expecting our arrival, the igloos had not been pre-heated. When we entered one of them, we discovered that the heating was not working at all. The assistant showed no initiative in resolving the problem. She mentioned that there was a heater available in another property but said she was unable to go and retrieve it. This made little sense, so I offered to help. Only after my assistance did she decide to go and get the heater, disappearing for some time before returning by car with it.

She informed us that it would take about an hour for the igloos to warm up and directed us to wait in a communal area. Unfortunately, this communal space had a strong and unpleasant sewage smell. Nevertheless, we stayed there for about an hour just to keep warm while she attempted to resolve the situation.

During this time, we asked about breakfast, as Booking.com clearly stated that breakfast could be purchased on site for €20 per person. The assistant told us this was not possible. Due to her complete lack of initiative, we called the phone number listed on the website and spoke to someone who appeared to be the owner. He apologized for the assistant, acknowledged her inexperience, and said he would speak to her to ensure we received proper assistance.

Both the assistant and the owner stated that the property should not have been advertised on Booking.com, as it is impossible to prepare these glass tents at short notice. We paid €520 for one night for two of these tents, and at that price level, a much better service is expected.

We later received a text message from the owner apologizing again and explaining that the young assistant was replacing a regular staff member due to family health issues. He offered us a full refund.

After another hour, when the situation still had not been properly resolved and the assistant continued to show no initiative, we called the owner again. At that point, he told us that it was not possible to purchase breakfast because it had not been booked through Booking.com. However, this option was not available on Booking.com at all. When we pointed this out, he became defensive and suggested that we should not stay at the property and that he would find us alternative accommodation.

Despite explaining that it would be extremely difficult to find another place to stay late in the evening, he insisted that we leave the property. Although this was not our wish, my family decided it was best to leave.

Even though the owner confirmed in writing that he would refund us, we have still not received any refund through Booking.com after more than a week. I have contacted Booking.com support, explained the situation in detail, and provided them with the messages in which the owner suggested we stay elsewhere.

When the owner suggested having breakfast at a location 20 km away, I pointed out that this was not what was advertised and that Booking.com did not provide any option to purchase breakfast in advance—otherwise, we would have done so. His communication on the Booking platform is clearly misleading. I believe he took offense when I told him that he needs to be clearer and should not sell accommodation at such a high price if he is unable to provide the advertised services.

We are still waiting for our refund after one week. Shameful