We booked this cruise in November 2016, primarily for the itinerary and small ship and also took the option of the Iceland pre-cruise extension and looked forward to it for 2 years. It was expensive but having cruised before on upper premium and middle market lines we felt that that the inclusions of wifi, included wines and beer and some tours were worth it. Booking from New Zealand meant we had to pay in Australian dollars, unlike other lines, which left the currency risk with us.
At our first touch point with Viking there was no-one to at the notified transfer point at Reykjavik Airport. We were at the place our documents told us to be and after 20 minutes I smelled a rat and took photos of where we were and the airport clock. The only contact phone number we had was for the pre-cruise hotel and they were disinterested. Eventually we were given the number of the local agents who, after a long time on the phone (at 3 bucks a minute), arranged a van to the hotel - had we had to do this ourselves a cab would have been USD150. It later transpired that Viking had not loaded our inbound flights into their system so while they knew we are coming they then virtually ignored us. The local agents went from uninterested to aggressive when we complained and told us we must have been in the wrong place and at the wrong time. Photographic evidence refuted this but to no avail. One female Viking agent turned out to be one of the tour guides and had a face like a dropped pie whenever she saw us. No tip for you!
The hotel provided was the Grand Hotel Reykjavik. The promo information from Viking stated we would be accommodated in a Hilton or Hilton equivalent but this was no Hilton! It was 3 star at best with slow and unfriendly staff. A lot of our fellow passengers had flown in from the US, arrived at 6am and were told that check in opened at 2pm and to leave until then. Considering the cost of this trip, this was unacceptable - several elderly and exhausted passengers were on the verge of tears at being dumped for 6 hours in a hotel lobby after flying all night.