Canopy by Hilton Reykjavik City Centre — Hotel in Reykjavik

Racist towards Asians?

This was our last stop on our trip and first time in Iceland. We stayed at 2 different smaller boutique hotels in the Golden Coast & Southern Iceland prior and had good experiences. We expected our experience at Canopy to be great given the reviews & my loyalty status with Hilton, but unfortunately that fell through right as we checked in. Checking in at 8:30PM, the man working was very curt and seemed annoyed/impatient that we were checking in at that time. He did not seem welcoming at all, and when I asked about the breakfast, he said it wasn't included in my rate, even though I remember very specifically that when I booked my room and clicked "view more details on this rate" it said breakfast is included. I wish I had screenshotted that page as evidence since he wouldn't believe me and did not offer anything.

Our hotel room was in the other building, super far from the elevator, and although we had stairs right next to our hotel room, because it was deemed emergency exit only, every time we entered/exited our room we had to jigsaw our way through half the hotel in order to get to the lobby.

Our bathroom was split behind the bed (in order to get to the shower to the sink you have to walk around the bed), and our room was right next to the alley, so at night you can hear drunk people, and trash collectors late at night/early morning.

The shower was so small I could barely turn around in (I'm only 5'1" for reference), and the door wouldn't close properly so all the water flooded out. The nespresso machine was also faulty.

The next morning when requesting to change a room, the lady at the front desk was very rude saying they are fully booked, and when I brought up the issue of the shower door and nespresso machine, she was super condescending saying "are you sure you know how to use it?", and when I said my room was too far from the elevator, she continued to gaslight me saying "I see there's stairs right next to you". "You requested a quieter room so it's far from the elevators". If this were true, why was I put right next to the alley?

The room I had looked nothing like the photos when I booked it, and when I brought that up to her that was the case, she said "this is why we don't like photos" and continued to argue with me by saying my room was actually bigger than the room in the photos. I then pointed out that our shower is literally a tiny square, and the showers in the photos online are a rectangle, and then she couldn't reply because she knew I had a valid point.

Throughout the whole experience the staff was rude, not welcoming, and racist. I saw pleasant interactions the staff had with non-Asians. On the last day when checking out, I literally stood there for almost 10 minutes in front of not one but two people behind the desk waiting to check out. They completely ignored me, while going to super far lengths to help another Caucasian couple who have not even checked in to find tape. I finally said "do I just drop the keys to check out? Because I was told I have to speak to someone to check out", then one of the ladies said "oh sorry I didn't...

We recently stayed at this hotel as part of a business trip, with many members of our group booked here. While the location is convenient, the overall experience did not reflect the steep nightly rate of $675.||We arrived early in the morning from the airport and were informed our rooms weren’t ready, but we were added to a “priority list.” Unfortunately, this list was not respected — some guests who arrived later received their rooms hours before us. The situation was chaotic and poorly managed, which was especially frustrating after a long overnight flight.||The check-in experience was impersonal and unwelcoming. No one explained the hotel amenities, offered help with our luggage, or made any effort to ensure a smooth arrival. Most of the front desk staff seemed inexperienced and unengaged. One exception was Cindy at reception — she stood out for her professionalism and genuinely helpful attitude.||The room itself was disappointing. It felt small and claustrophobic, and the temperature was uncomfortably warm. Even with a fan, it was hard to sleep. The bathroom had very limited counter space, the shower door didn’t close properly and caused water to leak across the floor, and the mini-fridge wasn’t cold enough to chill water. The TV also had a very limited selection of channels. (room 424). Breakfast was quite good, though expensive.||The hotel offers complimentary bicycles, which is a great idea in theory — but at least two of the bikes were in poor condition and not really safe. If you’re going to offer this kind of amenity, the bikes need to be properly maintained and fully functional.||During our stay, I received a text from the hotel asking how my experience had been. I responded and noted several of the issues we encountered — but no one ever followed up. I found that extremely disappointing. Now, I’m told the hotel may “acknowledge” my concerns in response to a review and offer an invitation to return for a better experience. But in my opinion, that’s not practical. When paying this much for a stay, I expect quality service and comfort during the visit — not vague promises for the next time.||For a hotel in this category and price point, particularly during a business trip, the lack of organization, responsiveness, and attention to detail was unacceptable. I wouldn’t choose to...

Certainly! Here's a professional and concise review based on your experience at the Canopy by Hilton in Reykjavik, Iceland:

Title: Disappointing Experience – Unbearable Room Temperature and Unhelpful Management

Review:

I stayed at the Canopy by Hilton in Reykjavik at the end of May while in town to screen a film for the MS Society. While the hotel itself boasted lovely aesthetics, great public spaces, and a pleasant restaurant, my overall experience was marred by a serious issue with room temperature.

The rooms consistently maintained a temperature of 24-27 degrees Celsius, a level that was far too hot for comfortable sleeping – an issue further exacerbated by my colleague's multiple sclerosis, a condition that makes such heat not only uncomfortable but potentially harmful.

Despite informing the front desk and exploring alternative rooms, the issue remained unresolved across all available options. The lack of cooling solutions in the rooms was disappointing, but what truly dampened my experience was the response from the hotel's management.

Upon explaining the situation to the manager, Hrvoje Krajl, I was met with defensiveness rather than empathy or assistance. The refusal to waive the last two nights of our reservation, even in light of my colleague's visible suffering, was insensitive and contrary to what I expected from a Hilton establishment. The appropriate course of action would have been to release us from our reservation for the last two nights and refund the charges to my Amex, a solution that was unfortunately not considered.

Ultimately, we were forced to move to The Reykjavik EDITION hotel, which I wholeheartedly recommend.

Conclusion:

While the Canopy by Hilton in Reykjavik may appeal to some with its attractive common areas and dining options, the unbearable heat in the rooms and the management's lack of grace and sensitivity in handling our specific needs make it difficult for me to endorse this hotel. My hope is that future guests do not encounter similar issues, or that the hotel takes steps to address both the temperature concern and their approach to...