Parking

Skiing

Daily housekeeping

Ironing service

Laundry

Children television networks

Kids' outdoor play equipment

Indoor play area

Books, DVDs, music for children

Evening entertainment

Kids' club

Entertainment staff

Children's playground

Babysitting/child services

Non-smoking throughout

Allergy-free room

Billiards

Heating

Hiking

Horse riding

Accessible parking

Electric vehicle charging station

Shuttle service (free)

Bikes available (free)

Car hire

Free WiFi

WiFi

Internet services

Shops (on site)

Barber/beauty shop

Ski-to-door access

Ski pass vendor

Ski equipment hire (on site)

Ski school

Ski storage

Cycling

Lift

Public transport tickets

Non-smoking rooms

Express check-in/check-out

Newspapers

24-hour front desk

Kid meals

Special diet menus (on request)

Snack bar

Packed lunches

Breakfast in the room

Room service

Restaurant

WiFi available in all areas

Private parking

Free parking

Family rooms

Safety deposit box

Tour desk

On-site parking

ATM/cash machine on site

Library

Shared lounge/TV area

Terrace

Garden

Open-air bath

Luggage storage

Outdoor pool (all year)

Outdoor pool

Indoor pool (all year)

Hot tub/jacuzzi

Massage

Spa and wellness centre

Solarium

Fitness centre

Sauna

Lockers

Indoor pool

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Adler Spa Resort Dolomiti

Ortisei

Val Gardena

Province of South Tyrol

Trentino-Alto Adige

Italy

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I had a vey unpleasure incident that occurred during my stay at Cavallino Bianco Hotel. To begin with, I would like to acknowledge that the hotel facilities are very good, including the accommodation, kids’ club, spa, and food. However, these positive aspects were completely overshadowed by a severe security failure and the hotel’s handling of the situation.

On the first day of my stay, I placed my wallet inside the in-room safe, together with my passport and an iPad. Inside the wallet there was approximately €700 in cash. Three days later, when I opened the safe, I discovered that only €70 remained. The remaining cash had disappeared.

I immediately reported the incident to the hotel reception. From the outset, my report was met with disbelief. I was told that such an incident was “impossible” and that the safe was secure. Despite my certainty and repeated explanations, I was informed that hotel employees had been working there for many years, in a manner that clearly suggested I was fabricating the story. The attitude of the staff was rude, dismissive, and deeply upsetting.

Later that same day, I contacted the General Manager, Mr. Ralph, by email, and we met shortly thereafter. During our meeting, I explained the situation in detail. Although he initially stated that it was very unlikely that the safe had been opened, he informed me that the security camera footage would be reviewed.

Following the review of the surveillance footage, Mr. Ralph personally came to my room the next day and confirmed that the cameras showed two unknown individuals — neither hotel guests nor hotel employees — entering my room and opening the safe. These individuals subsequently stole the money. According to the hotel, they were described as a “professional group,” yet no explanation was provided as to how they were able to enter the hotel or access guest areas.

This point is extremely concerning and remains completely unanswered. The hotel reception is located on the fourth floor, while my room was on the sixth floor, at the very end of the corridor. This means that these unauthorized individuals were able to circulate freely inside the hotel, reach upper floors, and access guest rooms without being stopped, questioned, or detected in advance. If this happened to me, it is entirely reasonable to question whether other guests may also have been affected.

To this day, no clear explanation has been provided as to how these individuals entered the hotel, how they reached the guest floors, or how they were able to open an in-room safe. This represents a serious failure of basic security measures and raises significant concerns regarding guest safety. Unfortunately, given the lack of answers and corrective actions, the hotel cannot be considered a safe place for guests.

The total amount stolen was approximately €600. Beyond the financial loss, this incident caused significant stress and disruption during what was meant to be a family holiday. I was required to engage in numerous conversations and reports with hotel staff and management, and I was informed that I should go to a police station to file a report during my vacation, which caused further inconvenience and distress.

Despite the hotel acknowledging that unauthorized individuals entered my room and that the theft occurred, the hotel did not assume responsibility at any point. No direct reimbursement was offered, and no formal apology was issued. Instead, I was told that the security of the guest room was not the hotel’s responsibility and that I should personally handle the entire insurance process. In my view, the hotel should have reimbursed me directly and then claimed the amount from its insurance, rather than transferring all the burden, stress, and administrative work to the guest.

For the sake of formal record, it has now been one week since I returned home. I have already followed up and was informed that there is still no position or decision regarding reimbursement. To date, no one from the hotel has contacted me, and no reimbursement has been made.

Finally, while the hotel facilities and food are of high quality, the hotel’s location is not ideal for guests who wish to ski on the best slopes of Val Gardena. Unlike several other hotels in the region, Cavallino Bianco does not offer a shuttle or transfer service to the ski areas. Guests are therefore left with limited and inconvenient options: walking with ski boots and equipment and then taking multiple gondolas with long queues, taking a bus that takes considerable time to reach the slopes, or paying a relatively expensive daily taxi service. Considering the price level of the hotel, the lack of a transfer service is disappointing and unacceptable.

Cavallino Bianco Family Hotel - Theft from In-Room Safe and hotel

Top choice and great hospitality. To be tried once in a lifetime. All is well thought and organised, and the staff is just incredible

One and only family resort

The Cavallino Bianco Family Hotel is the gold standard in terms of Family Holidays as everything has been thought of to create the perfect family friendly holiday for the whole family. It is situated in one of the most enchanting locations in Alto Adige, northern Italy, surrounded by the wonders of the Dolomites and more than 1200 km of marvelous ski slopes. The Wellness area counts an outstanding surface of 2900 sqm, with 6 heated indoor and outdoor pools and 4 sauna. It is in the practice of caring for and assisting with children that their hotel really makes all the difference: a top class family-hotel, highly trained and specialized staff of 20 professionals is dedicated exclusively to caring for your children from the 1° month of life for 13 hours a day in a truly breathtaking area on 1250 sqm.

4.8/5

Adler Spa Resort Dolomiti

4.8/5

Ortisei is great for:

Accommodation

Facilities