"Our stay had a disappointing beginning, but the hotel made a real effort to recover it.
We booked a Junior Suite through Expedia, but at check-in we were placed in a one-bedroom apartment in a separate building and were told it was an upgrade. We had not been informed about the change or asked whether we wanted it. Although the apartment may technically be a higher category, for us it was not an upgrade because we specifically wanted to stay in the main hotel rather than walk outside to access the hotel facilities.
Our first dinner was also very disappointing. After our first course, we waited almost an hour for the second course and eventually gave up and left the hotel to find dinner elsewhere. To her credit, the restaurant manager apologized sincerely and did not charge us for the first course.
The following morning we explained everything to the front-desk manager. She handled the situation professionally. The hotel moved us into the Junior Suite we had originally booked, and invited us back for a complimentary dinner. Dinner was excellent. We appreciated the effort they made to recover our stay.
Skáld is a beautiful new hotel and our Junior Suite was lovely, the view from the window is much nicer than the one-bedroom. There were clearly some service and communication issues during our visit, but I also want to recognize the staff who listened to our concerns and worked to make things right. I hope the hotel can improve these areas because the property itself is great"