Mercure Hotel Trier Porta Nigra

Beautiful room but disappointing service and A/C issue We stayed at the hotel on April 24th. The room itself was really beautiful and special, with an amazing view directly of the Porta Nigra. Unfortunately, when we arrived around 1:30 PM, the room was not ready. It was a very sunny and warm day, so we had to start our visit with a walk in Trier and return to the hotel at 5 PM. When we entered, the room was extremely hot. Sunlight fully entered the room, and the air conditioning did not work, it only made noise. The reception mentioned that they knew about the A/C problem, that many other guests had complained, but they could do nothing because the central system for cooling in summer mode was not yet activated. The technical team had already left for the day, so no solution could be offered. The light in the entrance also flickered and did not work. They offered another room for the light issue, but nothing for the A/C. Later in the evening, when it got dark and the temperature outside had cooled a bit, we decided to open the windows to let the room cool down. We kept the room dark for around two hours, making sure no lights were on to avoid bugs or other unwanted visitors. This felt like a waste of our time during the stay, which is not something guests should have to do. This was very disappointing, especially because the reception showed no sympathy, did not apologize, and offered no compensation or solution. The room itself was lovely, but the experience was ruined by these issues. We paid for a Privilege Room with all-inclusive service and expected a fully comfortable stay, which unfortunately was not the case.

Location is close to a lot of shops, ruins, resteraunts etc. Staff just are not helpful. We stayed for the music festival. We were checking out on Sunday. When we checked in. We confirmed we could use credit card no problem. Well when we went to go up to room before checking out. They said credit card system down and had to pay cash in euros. We did not have close to enough. We told them this and the staff no other options and to go to an ATM. We walked over 3 miles trying to find one that would work with our credit cards on a Sunday in Germany. Well could not find. I asked if they could run the card Monday. They said no. I said there is nothing else I could do. Finally one staff from back got my Visa to work on their system. Really?? The worst part is on the way back to home base. We realized they charged us for 4 breakfasts and 4 breakfast drinks we did not use. I tried to call to get resolved and the staff said I needed to call Monday and speak to resteraunt manager Christer Luke. Well tried to call Monday and no one answers. I emailed and I did get an email stating that was part of the room rate. I stated the staff when we checked in did not tell us, mention there was a resteraunt or its hours of operation to make sure we knew. They have not been slightly helpful or acted concerned for the guest. TBD on refund for breakfast. May have to dispute with Visa. The hotel is very dated and A/C could not keep up with temps outside. The towels were old and thin. Furniture in rooms were showing their age. Good luck if you stay here and ask for what is included and what is not like parking even though they own the parking garage. There is a roomer that this hotel will be closing after summer. Kind Regards, Chris

This hotel has an excellent location, rooms are spacey and the front rooms have a spectacular view of the Trier landmark Porta Nigra. However, it fails on the most important feature in a hotel, namely the beds, which were old and creaking in our room facing backwards. Breakfast was unremarkable and expensive but the large breakfast room at least offered the stunning views. I would have given my stay a 3 star rating if it hadn’t been for the flatly refused late check-out, finally granted for 1 hour after my vigorous arguing, referring to the “fully booked” hotel, which was an ill-advised excuse, since I could easily check that all categories of rooms were selling for low prices the same Sunday night. The major reason for my booking an Accor hotel is the advantages that come with the Gold (and some years even Platinum) status in the majority of Accor hotels. Central Accor management should make sure that individual hotels at least make an effort to honour this. As I have already noticed in several cases, the Accor standard invitation to write a review is NOT sent out when the hotel is aware that the hotel guest is not fully satisfied. Therefore a long review here and maybe elsewhere.