Aito Igloo & Spa Resort — Hotel in Rovaniemi sub-region

[Unacceptable Treatment, Dismissive Service & Inaccurate Advertisement]

I am sharing this review to ensure future guests have full transparency about what they may experience at Aito Igloo. I hope the resort be aware of these issues and consider the necessary corrective actions to ensure future guests do not have a similar experience.

As paying guests, we expect a reasonable level of respect, transparency, and professionalism, along with an experience that reflects what is advertised. Unfortunately, during my recent stay, I found significant discrepancies between the advertised offerings, ‘commitment to exceptional service…authentic and real connection to Lapland,’ and the actual experience.

Resort Condition and Maintenance : The overall condition of the resort appeared unprepared for regular operation. The grounds were muddy with deep puddles, with ongoing tractor work, and noticeable odors of manure and gasoline. I understand that certain weather conditions are unpredictable, however, basic maintenance should ensure guests can move around the property safely and comfortably. This was not the case during my visit.

Communication Issues : There was also a lack of communication from the team regarding the condition of the property or any changes in service offerings prior to arrival. Several of my emails went unanswered due to a server issue, which further contributed to confusion and lack of preparation.

Customer Service and Conduct : I overheard my suitcase being referred to in derogatory term (“sxxt”) when it was found broken after handled by resort staff, during a phone conversation between Aito’s senior management and a staff member. This level of unprofessionalism is unacceptable and deeply offensive. I did not receive an apology or any acknowledgment of the situation.

There was also a lack of support when I encountered difficulty at night and needed assistance. I was informed that the team had been instructed by the senior management not to assist me, which left me feeling unsafe and unsupported. This is not in line with the basic expectations of hospitality service.

Handling of Luggage Incident : It was initially acknowledged by the team that my luggage was damaged by Aito’s staff member after checking the CCTV, and compensation was in discussion. However, the following day, the acknowledgment was withdrawn, and the matter was handled in an inconsistent and dismissive manner. Attempts to clarify the situation were met with unresponsiveness, and conversations with staff were unpleasant and abruptly ending by hanging up the line.

Final Remarks : I understand that challenges can arise in hospitality, but how those challenges are handled is a reflection of leadership. In this case, I found the response severely lacking in professionalism, accountability, and empathy.

My intention in writing this review is to provide honest feedback in the hope that improvements can be made. My experience in Finland was nothing short of excellent service and friendly people, with the exception of Aito. I have reached out to the resort but found the response in muted condescension, dismissive of their actions with inaccurate information. I hope that my review will be received thoughtfully, rather than in a similar tone as my previous interactions.

It is my expectation that Aito address these issues in a way that reflects with the high standards of professionalism in the hospitality industry and respect the positive Finnish hospitality.

I leave it to the readers to make the decision whether this is the accommodation of your choice...

I am sharing this review to ensure future guests have full transparency about what they may experience at Aito Igloo. I hope the resort be aware of these issues and consider the necessary corrective actions to ensure future guests do not have a similar experience. ||||As paying guests, we expect a reasonable level of respect, transparency, and professionalism, along with an experience that reflects what is advertised. Unfortunately, during my recent stay, I found significant discrepancies between the advertised offerings, ‘commitment to exceptional service…authentic and real connection to Lapland,’ and the actual experience.||||Resort Condition and Maintenance :||The overall condition of the resort appeared unprepared for regular operation. The grounds were muddy with deep puddles, with ongoing tractor work, and noticeable odors of manure and gasoline. I understand that certain weather conditions are unpredictable, however, basic maintenance should ensure guests can move around the property safely and comfortably. This was not the case during my visit.||||Communication Issues : ||There was also a lack of communication from the team regarding the condition of the property or any changes in service offerings prior to arrival. Several of my emails went unanswered due to a server issue, which further contributed to confusion and lack of preparation.||||Customer Service and Conduct : ||I overheard my suitcase being referred to in derogatory term (“shxt”) when it was found broken after handled by resort staff, during a phone conversation between Aito’s senior management and a staff member. This level of unprofessionalism is unacceptable and deeply offensive. I did not receive an apology or any acknowledgment of the situation. ||||There was also a lack of support when I encountered difficulty at night and needed assistance. I was informed that the team had been instructed by the senior management not to assist me, which left me feeling unsafe and unsupported. This is not in line with the basic expectations of hospitality service.||||Handling of Luggage Incident : ||It was initially acknowledged by the team that my luggage was damaged by Aito’s staff member after checking the CCTV, and compensation was in discussion. However, the following day, the acknowledgment was withdrawn, and the matter was handled in an inconsistent and dismissive manner. Attempts to clarify the situation were met with unresponsiveness, and conversations with staff were unpleasant and abruptly ending by hanging up the line. ||||Final Remarks : ||I understand that challenges can arise in hospitality, but how those challenges are handled is a reflection of leadership. In this case, I found the response severely lacking in professionalism, accountability, and empathy. ||||My intention in writing this review is to provide honest feedback in the hope that improvements can be made. My experience in Finland was nothing short of excellent service and friendly people, with the exception of Aito. I have reached out to the resort but found the response in muted condescension, dismissive of their actions with inaccurate information. I hope that my review will be received thoughtfully, rather than in a similar tone as my previous interactions.||||It is my expectation that Aito address these issues in a way that reflects with the high standards of professionalism in the hospitality industry and represent the positive Finnish hospitality. ||||I leave it to the readers to make the decision whether this is the accommodation of your choice...

If you don’t want to read my detailed review, here is the short version: This is a 4 star resort working to be a 5 star.

Detailed review.

The staff was awesome. Everyone we engaged with was super friendly and helpful. They would do anything for you to be sure your stay was terrific. Absolutely the best staff.

Location is a pro and a con. Pros. It is way out on the middle of nowhere so viewing the northern lights is spectacular. All of the photos are either from our room or on the resort. Cons. It is in the middle of nowhere. You are a little captive if you do not have a car. They do offer a shuttle service but either way, the City Center is 50 minutes away. There is a restaurant and a bar on property (more on that below) but that is it until you get into Rovaniemi.

Food & Drinks The restaurant has good food but not a wide selection. This is only an issue if you are staying multiple nights. We stayed 5 nights and found the menu to not have enough selection. The “bar” is a work in progress at best. It is not always open, but if the restaurant is open, you can get drinks there. However with Finlands strict alcohol rules, the drinks are a little non-standard.

Spa. The spa was fine. Not great but fine. Both my wife and I had massages and found the treatment room to be weird. Also, not sure if the masseuses were officially trained or if the hotel just found some available people to rub oil on our backs. Not the worst we have ever had but certainly not the best.

Rooms. They offer several different rooms. Aurora Nest - these are extremely small pods that do not have a shower and only offer a dry toilet (compost toilet). Google it. Forest or lake view - these are standard rooms in various size. We stayed couple nights in a forest view room and looked at the parking lot. Aurora Treehouse- these are their premium rooms and worth every dollar. Spacious with awesome views. We were able to see the northern lights while laying in bed.

All in all we enjoyed our stay. As they continue to get things figured out, they should...