Reclamo N° 88510

Caro Signore / Signora, L'italiano non è la mia lingua madre, potresti usare Google Translate nel caso in cui non parli inglese? Grazie. Dear Sir/Madam I would like to ask for an advice. I have already written to the Czech embassy in Rome who directed me to Policia Municipale in Mezzana who directed me to Stazione Carabinieri in Mezzana who told me they cannot help me. However, the Czech embassy gave me a contact to your agency saying that you might be able to help me in this matter. Here is the problem: On 12-17/12/2017 we stayed in Marilleva, Trentino for a skiing trip at Cima Laste Residence (2 rooms). We were dealing with Mr. Mario Marinaro. We paid for the accommodation and he also asked for extra 300€ as a security deposit. On the day of departure, Mr Marinaro accused us of setting the room thermostats 2 degrees Celsius warmer in each room. The thermostats are enclosed in transparent plastic boxes with a lock and we did not have the key, so there was no way of changing the temperature ourselves. He insisted we changed it ourselves, so we asked him if he can show us how we could access the thermostat without a key. He said it does not matter to him and he will only return us 100€ from the 300€ deposit, he will calculate the difference in the costs for heating and will return us the rest of the money later. We needed to leave urgently to catch a plane, so we left Mr Marinaro with the 200€. Later, when we arrived back to our country Mr Marinaro wrote to us saying he will only return us 50€ because he is charging us 150€ (!) for the difference of 2°C in 2 rooms for 5 days, which is absolutely unacceptable. The stay costed us 220€ per person including the skipass and we do not believe the difference of the costs would be so high. Also, we still insist we did not touch the thermostat, so we ask for the full refund of the deposit. All electricity and heating costs were supposed to be included in the price of the accommodation. We contacted the Czech embassy in Rome and they advised us to write to the nearest police station. The police station told us they cannot help us because this is between me and Mr Marinaro. In the meantime Mr Marinaro decided to lower the fee from 150€ to 100€ and sent us back the rest (100€). To summarise, Mr Marinaro is keeping 100€ of our deposit because he accused us of something we did not do and we do not agree with this. Is there any way you could help us in this matter? We took an audio recording of the last couple of minutes with Mr Marinaro on 17/12/2017, hoping this could serve as an evidence: https://www.dropbox.com/s/vu07p1u0ndtf2ns/Record_0048.wav?dl=0 Please also find our full e-mail correspondence in PDF here: https://drive.google.com/open?id=1_ZL-VvogrRwa5DlUYolIe8HYtDIh7FZD The contact details are: Mr Mario Marinaro telephone: +39 368 906 664 e-mail: [email protected] The company details are: Cima Laste s.n.c. di Dalla Serra & C. Marilleva (TN) 38020 C.F.: 00256650227 P.IVA: 01360810210 Amministrazione: Via Novacella 34/1 39100 Bolzano Tel: 0471 286 466 Thank you very much for your help. Best regards, Michal Kabat telephone: +44 787 615 4908