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Feldmilla Design Hotel - Wellness & SPA

Hotel en Campo Tures (Bolzano)
4.6 (493 recensioni)

Informazioni sull'attività

Descrizione

Per chi vive a Campo Tures, Feldmilla Design Hotel - Wellness & SPA rappresenta un punto di riferimento nel settore di Hotel. Situato in Via al Castello, 9, Feldmilla Design Hotel - Wellness & SPA offre facile accesso per coloro che cercano Palestra. Gli utenti qualificano questa attività con 4.6 stelle. Per conoscere i dettagli, si consiglia di contattare Feldmilla Design Hotel - Wellness & SPA.

Attività
Hotel Palestra Centro massaggi Spa Albergo benessere
Indirizzo
Feldmilla Design Hotel - Wellness & SPA, Via al Castello, 9, 39032 Campo Tures BZ
Sito web
https://www.feldmilla.com/

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Posizione di Feldmilla Design Hotel - Wellness & SPA

Recensioni di Feldmilla Design Hotel - Wellness & SPA

4.6 (493 recensioni)
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F
Forouzan
2026-08-05
Google review logo Google

“Avoid this hotel if you expect them to respect and care about their guests.”

After a 9-hour drive, we arrived at the hotel with a valid Italian residence permit (Permesso di Soggiorno). My identity card was being renewed, which is why I only had my residence permit. The receptionist immediately refused to let us check in, insisting that only a passport or identity card was acceptable.

We explained that, under Italian law, a valid residence permit is an accepted identification document. Since they refused to listen, we called the police based on their request (they gave us the police number). The police confirmed over the phone that our residence permit was absolutely valid for hotel check-in and even spoke directly with the receptionist.

Shockingly, the hotel still refused to let us in and insisted on their own incorrect interpretation of the law. We were denied our room and our payment was not refunded because the reservation had been made through a third-party booking platform.

Mistakes can happen. But ignoring your guests, refusing to follow the guidance of the police, and hiding behind a wrong interpretation of the law is something entirely different.

If this is how they treat paying customers, I cannot recommend this hotel to anyone.

Fortunately, there are many beautiful hotels in the area with kind and professional staff. We were able to check into another hotel in the city center without any issues using the same documents.

Risposta del proprietario:

Dear Forouzan,

Your review contains statements that do not reflect what actually happened.

At our hotel, the rules are not applied based on who the guest is. They are applied equally to everyone, without exception. Compliance with guest identification procedures is not a matter of personal discretion but a legal obligation that every accommodation provider must follow.

In decades of operating our hotel, we have never encountered a situation where a guest was unable to present an identification document considered suitable to complete the mandatory registration required by law. Our staff simply followed the procedures they are legally required to apply. Without an appropriate identification document, we were not permitted to complete the check-in process.

Contrary to what you stated, the incident was reported to the Italian State Police, the competent authority responsible for guest identification and registration through the Alloggiati Web system, so that they could assess the circumstances. We are completely confident that our staff acted professionally, correctly, and in full compliance with their legal responsibilities.

The law is not a matter of opinion, nor is it open to personal interpretation or exceptions at the request of a guest. Our duty is to comply with the law and to enforce it equally for everyone.

You stated that another hotel accepted your documents. If another hotel allowed you to check in using those documents alone, that decision was made entirely under that hotel's own responsibility and at its own risk. We are not prepared to disregard the legal obligations that govern our business, nor are we willing to expose our staff or our company to potential legal consequences by making exceptions to the rules.

Attempting to portray yourself as the victim after refusing to comply with the legal requirements does not change the facts. Every reader is free to draw their own conclusions based on what actually happened.

Regarding the refund, you were informed that your reservation had been made through a third-party booking agency which, at the time of the incident, had not yet transferred any payment to our hotel. For this reason, any refund request had to be addressed directly to the agency with which you entered into the booking agreement.

Finally, if respecting the law and protecting the security of our hotel results in receiving two one-star reviews, we accept that without hesitation. On the contrary, we believe these reviews demonstrate to future guests that our hotel does not make exceptions, does not bend the rules, and does not compromise on legal obligations. Our guests can feel confident that they are staying in a property where safety, professionalism, and compliance with the law always come first.

We treat every guest with respect, and we expect the same respect to be shown towards our staff and the legal obligations they are required to follow every day.

Management
Feldmilla Design Hotel

SN
soheil nazem
2026-08-02
Google review logo Google

I had one of the worst hotel experiences I've ever had.

When we arrived for check-in, the receptionist refused to accept my EU Long-Term Residence Permit (Permesso di Soggiorno UE per soggiornanti di lungo periodo) as identification and insisted that this documentation cannot be valid for identification.(which is not true)

Following the receptionist's suggestion, we contacted the Carabinieri to clarify the situation. We spoke with them by phone while the hotel staff were present, but despite the Carabinieri's intervention and explanation, the hotel still refused to let me check in. As a result, we was left without accommodation despite having a valid reservation.Consider that on the phone Carabinieri mentioned that this issue can be resolved in so many different ways, but i believe that the hotel’s staff were not oriented to solve the issue. (Unfortunately!!)

What made the situation even more disappointing was the attitude of the staff. They were impolite throughout the interaction and showed no empathy for the inconvenience they caused. Not once did anyone apologize or even say *"mi dispiace"* for leaving a guest without accommodation. Instead of trying to find a solution, they simply maintained their refusal.

To make matters worse, the hotel also refused to refund the reservation, even though I was denied access to the property.

I believe every guest deserves to be treated with professionalism, courtesy, and respect, especially when a misunderstanding arises. Unfortunately, that was not my experience. I hope the management reviews its procedures, properly trains its staff on the acceptance of legally valid identification documents, and improves the way guests are treated in difficult situations.

Based on my experience, I cannot recommend this hotel.

Risposta del proprietario:

Dear Mr. Nazem,

We are sorry to read your review, but we believe it is important to clarify what actually happened.

At check-in, you presented only your EU Long-Term Residence Permit, without a passport, national identity card, or any other valid identification document.

In order to avoid any misunderstanding and to find a solution in full compliance with Italian law, I personally intervened as the Hotel Director and contacted the Italian State Police – Alloggiati Web Office, the authority responsible for guest registration procedures in accommodation facilities.

During the incident, the Carabinieri were also contacted. The officer confirmed that a residence permit is a valid document only in the event of an identity check carried out by a public authority. However, he also clearly stated that the Carabinieri are not the competent authority regarding hotel guest registration procedures, as this responsibility belongs to the Italian State Police through the Alloggiati Web Office.

The State Police confirmed that, pursuant to Article 109 of the Italian Consolidated Law on Public Security (TULPS), a residence permit is not considered a valid identification document for the purpose of registering hotel guests. It merely proves that the holder is legally entitled to stay in Italy. To complete the mandatory registration, guests must present a valid identification document, such as a national identity card, a passport, or, where applicable, a driving licence issued by a Member State of the European Union.

Regarding your request for a refund, your reservation was made through PKFare B2C (Hong Kong). At the time of your arrival, the agency had not yet transferred any payment to our hotel. Consequently, we had no funds belonging to you that we could refund. For this reason, we informed you that any refund request had to be addressed directly to the agency through which you made your reservation.

We also found it rather unusual that you requested a cash refund directly from the hotel, despite having booked and paid through an intermediary that had not yet settled the booking with us. Under these circumstances, the only correct and transparent procedure is for the customer to contact the booking agency.

During the same phone call, the State Police also asked me whether it was necessary to send a patrol to the hotel to verify your identity and, if required, escort you to the Police Headquarters for identification. I decided not to request such intervention, hoping that the situation could be resolved amicably.

All of this was personally explained to you in a clear and respectful manner. Our decision not to proceed with your check-in was not discretionary, but simply the consequence of our legal obligation to comply with Italian law, as every accommodation provider in Italy is required to do.

I understand that the situation may have caused you inconvenience. However, as Hotel Director, I have the responsibility to ensure that every legal requirement is strictly respected. The Police Headquarters have repeatedly reminded accommodation providers that failing to properly identify guests may result in serious legal consequences, including criminal liability. I can assure you that some hotel operators have unfortunately experienced such consequences after underestimating these legal obligations.

For this reason, I would like to express my full appreciation for our staff, who acted professionally, responsibly, and in strict compliance with the instructions provided by the competent authorities. As Hotel Director, I am proud of the way my team handled this situation.

Kind regards,

Management
Feldmilla Design Hotel

VD
Vincenza Degni
2026-07-31
Google review logo Google

Io,mio marito e mio figlio abbiamo trascorso 3 splendidi giorni in questo Design hotel.
Posizione eccellente, a pochi passi dal centro ma isolata abbastanza per godere di tranquillità. Personale sempre disponibile e preparato.la cucina TOP con i suoi percorsi gastronomici che offrono ogni sera un menù diverso e rivisitato dal giovane ma già bravo chef. Piscina e Spa (da noi non utilizzata) piacevolissime.ed inoltre la vista poderosa ma rassicurante del Castello di Tures, da non perdere,come le varie passeggiate a diversi livelli tra i boschi e con un "salto" anche in Austria,per chi ce la fa. Che dire abbiamo ricaricato le pile per affrontare ancora un agosto infuocato. Un consiglio le stanze standard un po "age' " se ristrutturate soprattutto nei materassi,dove abbiamo dormito 1 sola notte, andrebbero cambiati....ma dell Design room tt perfetto. BRAVI

Risposta del proprietario:

Gentile Vincenza,

la ringraziamo di cuore per aver condiviso una recensione così dettagliata e per aver scelto il Feldmilla Design Hotel per il vostro soggiorno.

Siamo davvero felici di sapere che abbiate trascorso tre splendidi giorni con noi e che abbiate apprezzato la nostra posizione, la tranquillità della struttura, la proposta gastronomica del nostro chef e la professionalità del personale di sala. Sapere che siete ripartiti rilassati e con le energie ricaricate è la soddisfazione più grande per tutto il nostro team.

Grazie anche per le belle parole dedicate al territorio della Valle Aurina e alle meraviglie che lo circondano: è sempre un piacere sapere che i nostri ospiti riescono a vivere appieno tutto ciò che questa destinazione offre.

È stato un piacere avervi nostri ospiti e ci auguriamo di potervi accogliere nuovamente molto presto per un'altra piacevole esperienza.

Un caro saluto da tutto lo staff del Feldmilla Design Hotel.

Contatti e Orari

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