Kuukkeli Log Houses Aurora Resort — Hotel in Northern Lapland

We stayed just for one night in September, not in winter. It is about 5 km to Saariselka, situated in a good place of wilderness to catch northern lights. They gave us a number I didn't remember, but a series of cobins , no , it was one long wooden building , with an aisle in middle and many doors in aisle , for us to found ours. So , it was attached and don't private entrance ( cons) . Also I thought in high season it must be crowded and noisy. Our cabin was fine, a main hall with a table and a wooden partition seperate beds. All amenities provided . Parked our car not near ( 20 meters) to entrance.|| The main pros: they are so kind and flexible to accept our arrival one night later with no penalty ( we reserved non refundable, supposed to come the night before) . || Main cons: There was big diry stain.... beside the wash bin in toilet, just in front of person who want to wash his/her hands.Perhaps as it was low season ( we are the only guests in that attached cabins) , the housekeeper didn't do seriously...

The heating system of the room was not working so I got bad cold and I have been suffering from it so far. I tried to contact staffs but no one was available. Even when I complained about this issue, their attitude was bad and even had no empathy. When I talked to them about this issue, they ignored me and talked to other customers all of a sudden. They are not responsible about the management of the property. They are only interested about money I paid. The worst experience in Finnland and ruined all nice memories. Never recommendable Even if the enemies of my parents visit here, i will stop them...

Since booking at this hotel I have had nothing but trouble with this hotel. The lady I speak to is extremely rude and Booking.com has not been helpful at all. I had to continuously chase them for updates and they're not willing to to accommodate or be understanding on the travel restrictions imposed due to covid-19. It's been 12 days and I am still waiting for my refund and when I have called, I am told to wait but they can't tell me how long to wait for!!! And I am also told that I am...