We encountered problems after problems right from the start. First they didn't pick us up and questioned whether we actually booked their transfer. Then gave us wrong room (twin instead of double), then, in a new one, water wasn't hot. In the end they had to upgrade us to a superior room which turned out to be lovely, so that was good.
Definitely recommend paying extra for the superior rooms as the standard ones are really disappointing.
Their day trips were overpriced and badly organised. Also the cruises got cancelled frequently. We were lucky to get on one on our last day.
I'd definitely recommend hiring a car in Puerto Natales (note that all the offices are closed on Sundays though!) and taking an extra jerry can of petrol because you can't buy fuel in the park.
WIFI did not work at all.
Disappointing and overpriced food in the restaurant, sandwiches in the bar looked good although we didn't try.
Location is great - the glacier, the lake. Wonderful views. The superior rooms are great, the standard rooms are terrible (for the price). The staff were super lovely but the managers were horrible - unhelpful, with an attitude, not taking responsibility for any problems.