Hotel Mirage

Our experience at Hotel Mirage Cortina during Christmas was far below what we expected from a four-star family hotel in Cortina d’Ampezzo. Several concerns came up during our stay, and although some fixes were attempted after we raised them, the issues were there at the time. This review reflects what happened to us. We had a long drive with young children and were told check-in would be at 14:30, but our room wasn’t ready until around 16:15, almost two hours late. At reception, we were told a “difficult guest” had not checked out on time. The explanation and handling of the delay felt inappropriate, especially for families arriving after a long trip. We were also concerned about supervision in the children’s area. The indoor play space is very small, and while we were told two staff members were present, we only saw one person supervising a large group of children. At one point we couldn’t find our five-year-old for a short while, which was frightening. We later found he had gone back to the room by himself and was waiting outside. Children that age need close supervision in a setting described as supervised. There were safety problems in the room as well. The long sofa in the living area was unstable, as was the smaller seat by the table. My child was hurt on the head in a situation involving that seating. The sliding divider between the bedroom and living room was also loose and moved around. The room felt dated for this category of hotel. After using the jacuzzi, the room’s hot water was cold, making it very uncomfortable for the children to shower. When we reported it, we were first told there was a boiler problem, but that explanation was later not acknowledged. The safe initially didn’t work and had incorrect instructions; some lights and charging points weren’t working as expected either. Communication at the front desk was inconsistent, and at times staff spoke in a frustrated, unprofessional tone. We had to follow up repeatedly on many of these issues. The experience did not meet the standard we expected from a four-star hotel, especially for families with children during Christmas and at this price.