The Thief Hotel

Although it’s not central we liked the location since you are close to the sea and to nice restaurants. You are also walking distance from the National Museum, City Hall and harbor, where you catch the tourist boats. Our room had a nice view! Bathroom was good, service friendly and breakfast had a large selection of options!

Communication with the hotel before arrival was pretty much unanswered. When we arrived with luggage, there was nobody to help us in. The room decor and the location at Aker Brygge is lovely, but there's no system of service at this hotel. Nobody picks up the phone at the reception desk. Our TV didn't work for 3 days in a row after many resets. On the other hand, the breakfast staff were extra kind. The restaurant had very limited menu for dinner. Hard to believe this is a 5 star hotel, but we still enjoyed Oslo a lot.

The check-in process and our overall arrival experience were smooth and pleasant. Unfortunately, our experience during breakfast over the following days was disappointing and did not meet the standards we expected. On our first morning, we were greeted by a manager named Silvestar, who showed us to our table and informed us that both the buffet and the à la carte options were available. We requested the à la carte menu, and he replied that he would bring it shortly. After waiting for around 20 minutes, we asked another staff member for the menu, but after another 20 minutes it still had not arrived. When we asked Mr. Silvestar again, he responded by saying, "Why do you need it? There is enough food on the buffet." We found this response dismissive and inappropriate. We then requested to speak with the Food and Beverage Manager. When she arrived, rather than apologising for the situation, she loudly stated in a very high-pitched tone, "Forget what happened and tell me what I can do better." At no point was an apology offered. We later reported the incident to the Front Office Manager at reception, who listened carefully, understood our concerns, and handled the matter professionally and kindly. The following morning, when we arrived for breakfast, the Food and Beverage Manager approached us and loudly said, "Here is your à la carte menu." The manner in which this was done felt unprofessional and embarrassing. On another morning, we ordered waffles from the à la carte menu. Later, a server brought us a bill for the waffles. We explained that we believed they were included in our breakfast package. The server informed us that only one item per person was included. We explained that nobody had informed us of this policy previously, but also made it clear that we had no issue paying the charge. However, the server insisted that she had already informed us and became argumentative. Throughout the interaction, she appeared to be laughing and did not treat the matter seriously, which made the situation even more uncomfortable. To make matters worse, our waffle order had not been sent to the kitchen despite the breakfast area not being busy at the time. When the order finally arrived, it was incorrect. The server again laughed about the mistake rather than apologising. We requested to speak with a manager, and the server replied, while laughing, "Of course I can call the manager." However, she did not do so and instead continued serving other tables. When we asked how long it would take for the manager to arrive, she responded, "If you're in a rush, go to your room and the manager will come there." At this point, we returned to reception and spoke with the Guest Relations Supervisor. She listened to our concerns, acknowledged that this was not the level of service normally provided by the hotel, and handled the situation with professionalism and empathy. We greatly appreciated her attitude and assistance. While several members of the reception and guest relations team were excellent and professional, our repeated negative experiences during breakfast significantly affected our stay. The issue was not the mistakes themselves, as mistakes can happen, but rather the dismissive attitude, lack of apology, and unprofessional behaviour shown by certain members of the breakfast team. Additionally, after we informed reception and management about these incidents, we felt that the attitude of some breakfast staff members became even more aggressive and confrontational towards us during our subsequent visits to breakfast. Rather than the situation improving after we reported our concerns, it appeared that our complaint resulted in us being treated differently by certain members of the breakfast team. This made us feel uncomfortable and unwelcome and further impacted our overall experience at the hotel. That said, we would also like to acknowledge the positive aspects of our stay. The spa facilities were excellent, and we thoroughly enjoyed our experience at the rooftop restaurant, both of which reflected the high standards we had expected from the hotel.

We loved our stylish room with a large, comfy bed, nice view and good bathroom. Waling distance to everything we wanted to do in Oslo. Managed to be quiet and dark despite late/early summer sun and raging Norwegian football fans on World Cup game night. Best of all, the breakfast which was as good as rumored with great service and plentiful options for my GF/vegan wife. Highly recommended!

Nice location…terrible service.