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Marco M
Tenerife, Spain

Clean rooms, great service, excellent food, but frustrating key card and check-in issues.

4.0 of 5 bubblesReviewed 8 Jan 2025via mobile
Here’s a more professional revision of your review, divided into two paragraphs for clarity:

Upon arrival, we checked in with a booking for a twin room, a single room, and a premium room. While the twin room was fine, there was an issue with the single room as it was not the correct one. We had to return to the front desk, where, after some back-and-forth with an employee (a Colombian lady), we were finally assigned the correct room. Unfortunately, this process required hauling our luggage around the hotel, which was inconvenient. Additionally, we encountered repeated issues with the key cards. My key card needed renewal once, the single room’s card failed four times, and the premium room’s card failed once. This caused frustration, particularly after long days when all we wanted was to relax. On one occasion, we had to rely on a room service staff member to help us access our room after multiple failed attempts at obtaining a new key card from the front desk.

Despite these inconveniences, the rooms were very clean, and the majority of the staff were exceptionally kind and helpful. The indoor restaurant was excellent, offering carefully prepared cuisine that was both delicious and of high quality. Overall, I would recommend this hotel for its service and dining experience, though improvements to key card functionality and front desk communication are needed.
Date of stay: January 2025
Room Tip: No elevators, lots of parking
Trip type: Travelled with family
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Sky Ounasvaara, Owner at Lapland Hotels Sky Ounasvaara, responded to this review
Responded 4 weeks ago
Hello,

thank you very much for your feedback! be prepared that there were problems with the room key. this situation does not correspond to our usual level of service and we are taking it very seriously. We appreciate that you brought it up, and we will make the necessary improvements to ensure that it does not happen in the future. We hope to welcome you again and provide a better experience!

Mia from reception
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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All reviews roof terrace ski lift northern lights tui rep already planning our next visit highest point tasting menu snow covered forest amazing restaurant an amazing trip in december loved every moment private sauna ski area just returned from a night stay close to the hotel sitting area
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Reviewed 28 December 2024

We stayed here as a family of 3, booked via TUI (hotel shown as Forest Heights) and it was truly amazing.
On arrival (of which I am glad TUI amended our original flights to a later time due to the strict check in times at the hotel), the hotel looked amazing. Slightly concerning that we had 3 flights of stairs to walk up with suitcases and our snow-gear, but the steps had been gritted so felt relatively safe under foot. The reception was smaller than I imagined, but still looked beautiful and very welcoming. The room itself was lovely - albeit felt as if an additional bed had been 'squeezed' in. Be warned - there is zero storage in the rooms, so you will be living out of your suitcase for the entire time you are there! Once we had worked out how to tweak the heating in the room, it was really cosy. The front reception / bar area could have been warmer if the main entrance doors had been segregated a bit more. Even with the fire going (which the staff didn't build very big to make it last very long), it was extremely cold when the doors opened, so it wasn't the best place to sit for a long period and the doors continually opening and closing letting in all the cold air.
The food in the hotel was really good. Plenty of choice to suit all tastes and a good mixture of local dishes. We did find some dishes were cold when we ate them - even though we anticipated them to be hot / warm at best. As we were there for Christmas, we were there for the 'Festive Feast'. Again - we found this to be really good. Drinks are expensive (alcohol especially).
The surrounding area is simply beautiful and it is possible for you to walk to a local shop / mini supermarket which is apparently around 15 mins walk down a steep hill. Suggestion to the hotel - would it be nice for the hotel to supply a map of the local area to highlight any walks which people may want to go on to explore and also for any other local amenities? This could be part of a 'Welcome Pack'?
As we had booked a package with TUI, we had a number of excursions booked to Winter Wonderland to do husky rides, reindeer rides as well as a visit to Father Christmas (on Christmas Eve) and also an Elf Adventure Day on Christmas Day. The whole thing was incredibly well run and organised, and the TUI rep was exceptional and you could clearly see absolutely loved being in that location.
The hotel staff were incredibly helpful and accommodating and nothing was too much trouble for them. The hotel manager also would bring in his dog of which my daughter absolutely adored and the dog seemed to enjoy interacting with all the guests.
Overall - the entire 4 days we were there were amazing, even if the temperature did drop to -20 degrees! I would thoroughly recommend this hotel to anyone - especially if you want to visit Lapland at Christmas!

Room tip: Zero storage in the rooms - so either pack very light, or be prepared to live out of a suitcase.
Date of stay: December 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Hayley C
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Sky Ounasvaara, Owner at Lapland Hotels Sky Ounasvaara, responded to this reviewResponded 4 weeks ago

Dear customer,

Thank you very much for your feedback regarding our breakfast! We really appreciate you taking the time to tell us about your experience. Your feedback helps us develop our services and ensure that the breakfast meets your expectations in the future.

We hope to have the opportunity to serve you again soon!

Best regards

Mia from reception

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 25 December 2024

English below:

Käytiin hotellin aamupalalla ja se oli erittäin laadukas ja herkullinen. Hyviä erilaisia makuja, kahvia tuotiin pöytään ja näköala on myös kaunis ravintolan puolella.

Kaunis sisustus ja rauhallinen ympäristö. Sopii jokaiselle ikäryhmille.

We went to the hotel's breakfast and it was very high quality and delicious. Good different flavors, coffee was brought to the table and the view is also beautiful on the side of the restaurant.

Beautiful interior and peaceful environment. Suitable for all age groups.

Date of stay: December 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Karoliina A
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Sky Ounasvaara, Owner at Lapland Hotels Sky Ounasvaara, responded to this reviewResponded 4 weeks ago
Google Translation


Hei

Lämmin kiitos palautteestanne aamiaiseemme liittyen! Arvostamme suuresti, että käytitte aikaanne kertoaksenne meille kokemuksestanne. Palautteenne auttaa meitä kehittämään palveluitamme ja varmistamaan, että aamiainen vastaa odotuksianne jatkossakin.

Toivottavasti saamme mahdollisuuden palvella teitä pian uudelleen!

Ystävällisin terveisin

Mia skylta

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 December 2024 via mobile

Second time in as many years! The hotel is one of the better options and is still presented well.

Sadly for us, it rained for 10 minutes on the first night then the temperature dropped so all the snow turned to ice, which made getting around interesting….. Even the seasoned local drivers were struggling! No one’s fault but it did make us think the town has a limited plan B when a lot of the excursions had to be cancelled! Anyway, we filled the gaps by renting ski equipment as they have snow machines which was a great day!

Back to the hotel, they’ve taken on board feedback and enhanced the food choice for children, which was nice to see! The soups were outstanding (onion, mushroom and a vegetable variant). The food on the whole was great! One issue though, still no ice cream 🤷🏽‍♂️.

We did have an issue on a lunch order which couldn’t get resolved so I just walked away in the end…. We ordered meals which all had a side of chips which were inedible as there was way too much salt. I fed this back and they said they’d replace them, but nothing arrived. Then when we finished the rest of the food I asked for a refund for the chips but just 6 euro was given…. They said the other portions were free which I didn’t really understand but decided to chalk it off to experience.

Being part of Tui you are made to feel second class (have to vacate the restaurant by 19:30 and they won’t offer table tabs for drinks as examples) but we knew what to expect.

The daily lift pass down to the town is great and we were allowed to check in early this year 👍👍👍 (as we have our own kit we got an Uber from the airport to avoid the hour(s) wait at the clothing depot).

Date of stay: December 2024
Trip type: Travelled with family
Thank Dame2007
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Sky Ounasvaara, Owner at Lapland Hotels Sky Ounasvaara, responded to this reviewResponded 4 weeks ago


Hello
Hello

Thank you very much for sharing your feedback about your stay at our hotel! We really appreciate you taking the time to share your experience. Your feedback is very important to us and helps us develop our services even better.

Best regards,

Mia from reception

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 21 November 2024 via mobile

Quite setting in the Forrest away from city, very calm relaxing atmosphere. Great restaurant on site, with wonderful breakfast each morning. Northern lights were visible from rooftop viewing area as well as from second floor room window. The 360 view from roof top also allows you to see for miles. The in room sauna was the best. Only thing I would want to add is luggage elevator. Staff was very accommodating in getting luggage to and from rooms. Great stay!

Date of stay: October 2024
Trip type: Travelled with friends
1  Thank Cecilia W
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Sky Ounasvaara, Owner at Lapland Hotels Sky Ounasvaara, responded to this reviewResponded 4 weeks ago

Dear customer,

Thank you very much for your feedback regarding our breakfast! We really appreciate you taking the time to tell us about your experience. Your feedback helps us develop our services and ensure that the breakfast meets your expectations in the future.

We hope to have the opportunity to serve you again soon!

Best regards

Mia from reception

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 29 October 2024

Lovely cosy hotel with a nice open plan entrance/reception area, free parking, ski in/ski out and a good night's sleep. We especially liked the restaurant with good forest views and the breakfast was amazing. So nice to try local foods, all beautifully presented and really clean.
The piste is right outside the back door of the hotel with slopes for all abilities

Date of stay: February 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Experience826456
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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