Dear… Thank you for bringing issues to our attention and I am terribly sorry to read about your experience. Our pricing is comparable to similar properties in the area and we feel we provide good value given our location and extensive facilities. We regret that this was not your impression.I have been investigating the case with my team about the situation which occurred at dinner time. It is such an unfortunate case that language barrier caused misunderstandings and I do apologies on behalf of my team. Our season is already started, and the bellboys are all the time picking up or delivering suitcases. The luggage room door is closed but it is also possible that the door might left open for few seconds while taking some suitcases into the car. On the other hand, we have security camera which is focused on to our luggage room. Thank you for your nice words about the location and the igloo product. Please note that your feedback is highly appreciated and I will go trough the feedback one more time with my team and hopefully we will prove the improvement in your next stay with us. Best regards,

Dear Sir/ Madam, Thank you for your feedback and review. You are right, we are the farthest property from the central part of Santa Claus Village. The distance is about 500 meters. Normally, it takes about 2 minutes by walk, moreover, it really depends on the person and the purpose of the walk. If the visitor is leaving the village, probably he or she would pulling the suitcases and that take more time. If the visitor is travelling with kids, kids will surely like to play in the snow. I am very happy to hear that your suitcases were delivered to your igloo before you did your early check in. I kindly remind you that the official check-in time is 16:00. The igloo size and the interior of the igloos are pictured and advertised in many online channels as well as our own website. Your description of the igloo is matching with our advertisement. I do understand it might feel tight with suitcases of 4 people. That is why all of our Premium Igloo with Alcove categories are connected with Premium Igloo with Sauna. It is possible to double the size by purchasing Premium Igloo with Sauna. Regarding hot water, I believe there is a communication mistake, and I will go through the check-in process with the reception team and we will fix it. I do apologies for it. Each igloo has its own hot water tank. The hot water will not run out in 20 minutes, however, in case if the hot water is completely used, it will take 20 minutes to get the hot water again. We have a feeling of inform the guest about it since the cultural differences might cause misunderstanding or misleading thoughts and experiences. As you mentioned in your review, igloo concept was not practical for you and your family. Igloo accommodation is a combination of experience and accommodation. That is why comparing igloo experience with previous experience of accommodations might lead you disappointment feelings.I am sorry to tell you this, however, I will be disagree about 2% of chance to see northern lights from the igloos. Santas Igloos Arctic Circle is located at the end of the village as you mentioned. It is because we avoid all the light pollution of the village and the city. Moreover, our igloos are facing the north sky and there are no any other buildings in front of us. In igloo areas, we have streetlights which are censored. They switch on for a short time if another guest is passing by. Also, we have aurora alert system inside the igloos. Our guests do not need to join any tour to see the lights, however, it is a personal preference. Some of the visitors would like to maximize their chance to see the lights and want to go to further north, some visitor would prefer to stay in the igloo. I found your feedback very useful for the potential guests since you have pointed out many things which are about the personal preferences. I truly hope that you will also find my answers informative. I and my team wish to warmly welcome you again in the future. Have a lovely day. Best rega