Clarion Hotel Admiral

I booked three family rooms expecting to have enough beds for my group to stay the night. On Expedia it says the base rate is for 4 guests per room. However, when we arrived at 2 o’clock in the morning due to a cancelled flight and spending 5 more hours driving in the mountains after road closure at Flåm, we were assigned three rooms with only three beds in each room. The young gentleman at the front desk was trying to be helpful but it seemed he was new and could not make any decision, either to upgrade our room, or to get a roller bed to meet our needs. We spent an hour with him trying to figure out the solution without much progress. Three of us had to sleep on the floor for the night in exhaustion. It was a terrible, terrible experience! A better customer service should be more flexible and accommodating to guests, especially at 2 o’clock in the morning!

This hotel gave away my room to another customer even after I called them to advise I was going to be late. I called them at 10 p.m. to advise them of our 7hr. train delay (which made National news) and arrived at 3 a.m. Even after my phone call and the hotels check it time up to 6 a.m. they decided to give my room away to someone else and double their money. So, basically they gave away the room I purchased through hotels.com (which was a family room) and gave me a basic room. So in order for my little kids to have somewhere to sleep I had to purchase an additional room at 3 in the morning. So, in closing I did not receive the room I paid and had to pay another $300 for another additional room. The hotel staff was very pleasant and agreed that they should refund the money but after 3 days of telling me the manager was not available I left with the situation unresolved. The manager later emailed me and said she would refund $105 dollars. Overall the hotel was nice and the breakfast was amazing. However, after traveling through Denmark, Norway, and Sweden and staying at multiple Scandic hotels this Clarion is the only hotel that prioritizes their profits over customer service. Hotels.com did not help at all either.

Prior to arriving I had used Hotels.com to contact the hotel to check we would get a cot for out 3 month old. No response and when we arrived early I asked again and reassured yes we have a note of the baby. Got in to room 501 and no cot and 2 extra single beds...also no phone in the room and the tv at a stupid position that in the main bed you cannot see it! Thankfully we eventually got moved to a better room and got the cot. Staff very nice, good location and breakfast was very good with lots of options!