Axel Guldsmeden

I recently stayed at Axel Guldsmeden in Copenhagen, and my experience was one of the worst I have ever encountered at a hotel. Despite its claims of being a four-star property, the service, cleanliness, and professionalism fell far short of even basic expectations. Upon arrival, I discovered mold in the shower of my room. I immediately reported this to the staff, who assured me the issue would be resolved while I was out for dinner. However, upon my return, the mold was still present. Later, a housekeeper confirmed the presence of mold but failed to clean it, stating she was too busy with the spa facilities. The prioritization of non-essential amenities over guest rooms is baffling and unacceptable. The room I stayed in (2.505 in Building 2) also had numerous other issues, including: • Exposed pipes and holes in the walls. • Dirty baseboards and a broken trash bin. • Unclean soap dispensers and a damaged toilet brush holder. • Hair on the shower floor and soap scum left on the shower floor. • A burnt and unusable iron for pressing clothes. That same night, I informed staff that I would be heading out early the next morning and would be away all day due to preplanned and prepaid activities. Despite this, the manager, Chris Nielsen, emailed me late the next morning at 11:20 AM, offering to move me to a superior room—but only if I returned to the hotel by 3 PM. This expectation was completely unreasonable, as I had clearly communicated my schedule the previous evening. The failure to resolve this issue the night before—by either moving me to a clean room temporarily or cleaning the mold while I was away—reflects a complete lack of professionalism and care. Instead, I was left without a functional bathroom for the duration of my stay. By New Year’s Eve, I had been unable to shower properly for nearly two days. Exhausted and frustrated by the lack of resolution, I called Mila at the front desk to demand answers. I asked why the promised upgraded room had not been held for me, why no one had attempted to contact me beyond an email sent late in the morning, and why my prior communications had been ignored. After a lengthy discussion, Mila offered me access to the spa to use the shower—a solution she devised on the spot due to the worsening situation. I reluctantly accepted this arrangement after confirming with her four times that it would not impact my refund for the second night. Mila assured me that this would not affect my refund and even promised that the arrangement would not be disclosed to the manager. This was not a “complimentary amenity” as the manager later falsely claimed. I was snuck into the spa after it had closed to take a quick 15-minute shower, during which I couldn’t even wash my hair or properly clean myself. This was not a relaxing or enjoyable experience, as the manager dishonestly portrayed in his email. His claim that I was granted “complimentary access to the spa facilities” to “relax despite the challenges

The hall and their chairs are beautiful and courtyard too but i wasn’t convinced by this hotel because i think, unfortunately, they don’t give enough attention to guests. I read i am not the only one who’s complaining about not taking care enough about guests so i would suggest, instead of answering they do everything they can to get guest satisfied, to read carefully the comments people do. Everybody can make mistakes! Before i was there i asked them for their best room but when we arrived we were in a room i truly can’t think it was their best for double superior. Not much for the room itself but for the balcony: dirty floor, dirty windows (when we arrived it was sunny). And the view was awful…… The curtain in the room was also dirty. I really didn’t appreciated it. I cared a lot. When i asked the manager for a better room he told they were fully booked. I am not doubting but it was for sure not their best room. Anyway the room is ok but there were sooo many things: big lamps everywhere, a sofa, a deskboard with a big chair, a big fan with another huge lamp, a bench, another forniture i thought it was the fridge but it wasn’t… We couldn’t move around the room… On the deskboard a big phone, a big radio, a big kettle… too many things! Go minimal! For a 4 stars hotel i also think they should have a bathroom fan and a glass instead of a curtain for the shower (for hygienic reasons). I am sorry for judging my stay but i actually didn’t appreciated the behaviour when asking a special treatment and not receiving it and the complete forgetfulness of balcony cleaning. The bed and the sofà were beautiful instead althought the bed is a french double bed. Not big. The position is fine because it is close to station and underground but the area is not super cool. I am sure this hotel can be one of the best i have ever been but they need to improve some things. Go ahead!