Kea Hotels - accommodation in Reykjavik

Beautiful property and an excellent restaurant, but the overall hotel experience was deeply disappointing. The staff came across as rude, unhelpful, and overly robotic rather than genuinely hospitable. For a hotel marketed as five-star luxury, the amenities and service felt surprisingly underwhelming. What truly crossed the line, however, was my mother’s experience at the spa. My mother is a very small woman and booked a massage during our stay. Despite repeatedly asking the masseur to use less pressure, he continued being excessively rough to the point that the massage left her in immense pain and covered in large bruises across her back. When we initially approached the staff about the situation, all they did was send up a tiny container of peppermint balm for her muscles, which honestly felt more like a dismissive brush-off than genuine concern for what had happened. When we approached the staff at checkout, they responded in the same robotic fashion with plastered-on smiles, rehearsed apologies, and absolutely no meaningful resolution. They refused to remove the massage from the bill and instead simply stated that they were “investigating the case.” The entire response felt cold, performative, and completely lacking in empathy or accountability. A nice restaurant and an abundance of uptight staff do not make a true five-star experience. Unfortunately, this hotel felt much closer to a three-star property, and I would NEVER choose to stay here again.

Great, friendly staff, nice clean, well appointed room, excellent breakfast

Really enjoyed my whole stay in Iceland, hotel great location staff were wonderful .