We were a big family group traveling from Spain, M...

We were a big family group traveling from Spain, Mexico and the US to spend New Year's Eve in Lapland.
After a long day of traveling, the rooms were not ready at 5pm when we arrived at the hotel.
Once we got the chance to check in, the triple room was in terrible conditions. The bathroom looked like an old jail cell bathroom, with all the tiles broken and the toilet with yellow stains.
We went to the reception and complained about it, the receptionist told us that it was A LITTLE DETERIORATED, and that no one else had ever complained before. After a heated conversation, she got us 2 double rooms, which were in much better conditions.
From that moment, our stay at HOTEl IVALO was a nightmare. They did not make or cleanup our rooms for 3 days, with the excuse that they didn't work on Sundays. After, when they finally decided to "make our rooms" they stretched out our beds and a couple of the days we did not get new towels or clean trash cans. Which means we lived most of our vacation with the accumulated garbage and dirty towels.
The "buffet", if we can call it that, was terrible!! The trays were always almost empty. They only had one choice of protein, we had the same meal for 5 days. The presentations were terrible, like I said before with the bathroom, it really looked like a jail dining buffet.
And to put the icing on the cake, on New Year's Eve we didn't have HOT WATER. After a long day of activities, what you want is to have a good hot shower and get ready for a nice new year's dinner. Most of our group had to shower with ice cold water, imagine the water temperature at -20 C outside. Same happened the next day. We were like 24h without hot water in the middle a really cold winter town.
Also, the pool is in terrible conditions, the tiles were dirty and old, definitely it wasn't part of the renovation. The sauna was acceptable.
Overall, the hotel staff were rude and careless, ( not all hotel staff was rude but most ) the service wasn't good at all. Nothing about the hotel met the expectations of our trip.
They definitely need to upgrade their service, installations, food quality and staff.