"Lovely hotel, but some aspects of the service could be improved
I stayed for two nights from 3–5 November and overall found this to be a lovely hotel. I enjoyed my stay and would happily recommend the hotel itself.
Unfortunately, my experience at reception took some of the shine off the stay.
On my first evening, I returned to my room to find that my room card would not work. I went back to reception, where the gentleman on duty eventually managed to reprogramme it, although he seemed to have some difficulty doing so.
The following evening exactly the same thing happened. I again had to return to reception, where the same gentleman was working. I mentioned that there appeared to be something wrong with the hotel's system, as this had now happened on two consecutive nights.
Rather than apologising for the inconvenience, his response was simply a firm, "I don't know what's wrong." He reprogrammed the card, told me it was OK now and smiled.
It wasn't a major problem, and I certainly wouldn't make too much of a faulty room card. However, having to return to reception on both evenings was inconvenient, and a simple "I'm sorry about that" would have been the normal and appropriate response.
My other concern is the hotel's policy of charging a considerable hourly fee for even a one-hour extension to the normal checkout time. I can understand such a policy when a hotel is extremely busy, particularly during peak season. However, during my November stay Flåm was exceptionally quiet,"
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