The accommodation was booked and paid for under the commercial name “Hotel Mirage Cortina”, and the invoice was issued by the legal entity Media Master Italia s.r.l. (VAT: 09259681006).
I am a non-Italian consumer who stayed at Hotel Mirage Cortina with my family, including young children, after booking the property based on its presentation as a 4-star, family-friendly hotel.
During the stay, we experienced multiple issues that materially affected safety, comfort, and value:
- Unsafe furniture in the living area, including a broken longer sofa and unstable smaller seating near the dining table. One of my children suffered a head injury as a result.
- A loose sliding partition door between the living room and bedroom, which hangs due to the absence of a lower guide, posing a safety risk.
- A supervision incident during the hotel’s advertised children’s dinner/entertainment service, where a 5-year-old child left the group unsupervised and returned alone to the room.
- Recurring hot-water issues after swimming and use of the jacuzzi, despite assurances that the problem had been resolved.
- Basic room usability issues (lighting, power outlets, safe) that required repeated staff intervention and were only addressed after complaints were raised.
- A clear mismatch between the hotel’s advertised “family-friendly” services and the actual experience delivered.
All issues were raised immediately and documented by email during the stay. While some items were fixed reactively, hotel management formally stated in writing that their “position remains unchanged” and refused to offer any refund or compensation. At checkout, I paid all charges in full, including extras, and explicitly stated that these were not compensation.
I am not seeking punitive action. I am requesting mediation and assistance in obtaining a fair adjustment that reflects the gap between what was advertised and what was delivered during the stay.
Additional video evidence is available and can be provided if requested.
