Hotel La Luna

I booked and paid for a junior premium suite with a balcony, and had confirmation, but was given a standard double room when I arrived. Management brushed off my complaint with, “Look, you have a high ceiling.” There was a more serious problem with an extra bed fee. The hotel let us check in, then later said we owed this unexpected charge because not every guest's name was on the booking, even though the reservation was for two adults and two children. When we went out, they demanded that we leave our room and car keys at reception. After we returned, they refused to give us access to either until we paid. The manager shouted, threw things, and stormed away and back. I found him threatening, verbally abusive, and physically intimidating. He made several derogatory comments in both English and Italian. His conduct felt unprofessional, offensive, and discriminatory. Hotel La Luna is well-practiced in these scams. For your safety, finances, and peace of mind, I strongly recommend avoiding it altogether.

Our stay was upsetting and stressful, and we didn't feel safe. The manager was threatening, abusive, and very rude. His behavior was very strange, though he may have some mental health issues. Our belongings and car were held until we paid extra costs, which felt like blackmail. We couldn't leave quickly enough and checked into another hotel in town. It completely ruined our time in Lucca. The rooms were poor, and some website pictures, including the stairs, were misleading and not even of this hotel. We're taking action to help prevent this happening again. We've made a formal complaint to booking.com and understand the hotel is now on its watch list. From what we've read, we're not the first guests to get caught. If you're visiting this lovely city, look at other hotels.

Right in the heart of the old city, with shops and fantastic restaurants all within walking distance. The staff were very friendly and helpful. Great hotel, recommended.

We had a warm welcome and a fabulous family room on the second floor. The ceiling had frescos, and the bathroom was large.