Mercure Hotel Trier Porta Nigra

We have stayed here numerous times but unfortunately the standard has slipped in recent visits. To be fair this is the first time in ages we have got our welcome visit drink. But, when the less than fitted sheet on the bed wraps around you during the night, every night! when the cups and glasses are not cleaned, when the returnable bottles that we have washed out dissappear! When the bins are not emptied, a safe with no key but we found out we had to ask at reception?, no information in the room about wifi, tv, or anything, that is not 4 star standard. This is not the first time I have complained, but it will be last time because we won't stay here again. The Deutchhof is supposedly only a 3 star hotel but it is far far better. Really poor show Accor! Will think to sell my Accor stock too as on this showing!

Dear Manager

We are a couple who stayed in your hotel for about a week.

I have sent the email below to a manager via the official website. But no one wouldn’t reply me so far.
So I am writing here to reveal about the experiences I had at Mercure Porta Nigra.

1, the fridge was broken when we checked in our room. A reception staff offered us an another room, instead.
But there was an unpacked rotten bitten bread （with teeth mark) inside of the fridge in the new room we got offered. It was disgusting. We had to clean up by ourself.

2, one day we left the “do not disturb” tag on our door tab outside and i was changing my clothes just in front of the door in our room. All of the sudden, cleaning man opened our door with his key without knocking or even saying “house keeping!” before opening our room.

He said that he said ”house keeping!” Before he came in but I strongly disagree with that.
Because I was just in front of the door changing my clothes and I heard nothing.
How would I be able to miss the sound if what he said is right?
Moreover If I noticed he would come in, I wouldn’t be keep changing my clothes.
Also usually I can hear sounds of knocking or “house keeping!” even I lie down on the bed or even in the bathroom in your hotel.

Again, mind you, it happened WHILE WE HANG ON THE “DO NOT DISTURB” TAG on our door. The house keeping man seemed he didn’t clearly understand the meaning of the tag.
So we had to explain it to him what it means.

You know what happened next.
After such a terrible experience, we didn’t want anyone came into our room at that day. So we went out for a walk WITH HANGING THE TAG “DO NOT DISTURB” on our door.
But after all house keeping came into our room and did house keeping while we are away.
How funny is that?
We felt so insecure about it.

3, one day i was staying by myself in my room, suddenly a stranger guy came into my room with the key!

The reception made a mistake and duplicated the room key.
In fact the stranger was a new guest and received the key for my room and came into my room.
Again how scary is that?

We often stayed in this hotel.

But we lost so much trust in the security and services.

Could you please let me hear how you would solve those problems and opinions?
And we would like to know why we haven’t received any feedback until today.

hope to hear from you soon.

Thank you very much.