Aurora Pyramid Glass Igloos

Based on my experience with the Aurora Pyramid Glass Igloos, I would caution any guest considering this hotel to AVOID AT ALL COSTS. Upon arrival, I was disappointed to learn that the Aurora alert system was not functioning, as viewing the Northern Lights was the main reason for my stay. However, the bigger concern arose with the condition of the rooms themselves. In Igloo #10, we encountered a plumbing issue where water from the bathroom sink flooded the floor, making the sink unusable and the entire bathroom floor wet after just washing my hands. While I was grateful that the staff quickly offered to move us to Igloo #11, the prospect of moving all of our luggage on our own, in the dark and over icy ground, was both dangerous and uncomfortable, especially with no assistance available. When we arrived at Igloo #11, we then found that the water wasn’t running at all. Meaning, Igloo #11 had no available water and your staff informed us that there was no one available to fix it. This left us with the difficult decision of choosing between a room with no water or a room where the bathroom sink couldn’t be used due to flooding and a wet floor. We reluctantly decided to stay in Igloo #10. I fully understand that unforeseen issues can happen, but the lack of a basic amenity like running water was particularly disappointing. This impacted our overall experience, as we expected a much higher standard given the reputation and cost of your property. 
What’s more disappointing is how management handled the situation after the fact. When I reached out to provide feedback and request a partial refund, I was informed that they could not refund the money, claiming that the water delay was due to a sustainable technology that requires 20 minutes to activate. At no point during my stay did anyone from the staff seem to be aware this system or make any mention of it, and in fact, they told me there was an issue with the water and a plumber had been called. Even if this feature had been the case, no effort was made to contact us during our stay to clarify the situation of this temporary delay in running water. Instead of taking responsibility for the lack of communication and the impact this had on our stay, management shifted the blame onto me for not being aware of this supposedly necessary delay. The way my concerns were dismissed shows a lack of accountability and consideration for guests’ experiences. Overall, this stay was incredibly disappointing, and the management’s handling of my feedback only made the situation worse. I would not recommend staying at the Aurora Pyramid Glass Igloos, especially given the premium pricing and poor customer service.

 TL;DR: My stay at the Aurora Pyramid Glass Igloos was extremely disappointing. We faced issues with a flooded bathroom, no running water in the replacement igloo, and had to move our luggage in unsafe conditions. Management refused a partial refund and dismissed my concerns, blaming the water issue on a d