I stayed at Hotel Terra in Tirano and, unfortunately, had a very disappointing experience. The room had a serious mechanical issue — a bathroom extractor fan that ran loudly and continuously throughout the night, making it impossible to sleep. There was no staff available after 8:00 PM, so we had no way to get help during the night.
The next morning, we reported the issue to the receptionist, Alessia, who confirmed the problem after checking with the hotel manager. She assured us that a refund would be processed through the booking platform, provided we paid at check-out and followed up through Expedia. We trusted this and followed the instructions.
Despite multiple follow-ups, the hotel later refused the refund, and I received no direct response from hotel management despite contacting them via WhatsApp. This is unacceptable, especially when the issue was acknowledged on site and clearly impacted the quality of the stay.
As a long-time traveler and frequent hotel guest, I have never written a negative review or requested a refund before — but this experience left me no choice. I would not recommend this hotel due to poor service, lack of accountability, and failure to take responsibility for a clear breach of basic hospitality standards.
