Hôtel Mercure Strasbourg Centre Gare — Hotel in Strasbourg

I am writing to formally lodge a complaint regarding the conduct of one of your reception|staff members, Mr. Carlos, during my check-in on the evening of 26th August 2025.|After completing all the necessary formalities, including payment, providing my credit card|details, and submitting my passport information, the final step was to receive my room|key. At that point, however, Mr. Carlos asked me to wait for five minutes so that he could|process the check-in of two other guests standing behind me. When I inquired why my|room key could not be handed over before attending to the other guests, he chose not to|respond.|This behavior was both discourteous and unprofessional, creating an unpleasant first|impression of the hotel. I kindly request that you review the CCTV footage of the reception|area from that evening to verify my account of the incident.|As someone who has stayed in many hotels worldwide, I must emphasize that I have rarely|encountered such dismissive treatment from a hotel employee. I trust that you will look|into this matter seriously and take appropriate action to ensure such behavior...

I am writing to formally lodge a complaint regarding the conduct of one of your reception staff members, Mr. Carlos, during my check-in on the evening of 26th August 2025. After completing all the necessary formalities, including payment, providing my credit card details, and submitting my passport information, the final step was to receive my room key. At that point, however, Mr. Carlos asked me to wait for five minutes so that he could process the check-in of two other guests standing behind me. When I inquired why my room key could not be handed over before attending to the other guests, he chose not to respond. This behavior was both discourteous and unprofessional, creating an unpleasant first impression of the hotel. I kindly request that you review the CCTV footage of the reception area from that evening to verify my account of the incident. As someone who has stayed in many hotels worldwide, I must emphasize that I have rarely encountered such dismissive treatment from a hotel employee. I trust that you will look into this matter seriously and take appropriate action to ensure such behavior...

Well-located hotel, but it needs more attention to detail The hotel offered decent value for money and was well located — very close to the Homme de Fer tram station and within walking distance to the historic center and the city’s main attractions. However, it lacked proper upkeep and attention to detail. The bathroom had visible stains, and we found a hair on the shower wall upon arrival, which obviously wasn’t ours. The mirror had a thick layer of dust, indicating it hadn’t been cleaned in quite a while. The toilet paper was also of noticeably poor quality. On the bright side, the service was a highlight: a staff member named Gerald was very kind and friendly, gave us tips, and quickly brought us extra pillows when we asked. We checked the breakfast but found it too weak for the price, so we chose not to have it — a decision that felt right. All in all, it was a fair stay considering it was a holiday and the city was packed, but the hotel definitely needs improvements in cleanliness and overall...