Hotel Lucerna Ciudad Juarez

I liked the location and the staff seemed great, but the air in the room was so bad I’m leaving one star. The system only blew heat and kept running even with the heater and A.C. off. We opened the balcony door in 13-14 degree Celsius, 55 degree Fahrenheit weather, and had a fan going, but after 30 minutes the room was still over 29 degrees Celsius, 85 degrees Fahrenheit. The manager said I’d get a refund, and the staff really did try to sort it out. They asked me to give that solution a chance instead of reviewing the hotel. Now I’m having trouble disputing the charge, so I’m leaving this review because I want my money back. This was completely unreasonable and below expectations.

I’d recommend calling because I can’t trust their online booking. We made ONE reservation for 3 rooms, with 2 adults in each, but somehow the dates changed during booking. When we arrived, the hotel couldn’t find the reservations. Fortunately, they had rooms once we realized the dates were wrong, and we booked those. The receptionist agreed to cancel the other reservations, and we trusted that was settled. We also received a cancellation notice by email. A month later, I was charged for those dates. Manager Cecilia said nothing could be done because the policy requires cancellation at least 72 hours ahead. I understand why there are policies, but I still don’t understand how one booking for three rooms got split into separate reservations. Cecilia had no proper answer. I was told there would be no refund under the policy. I stayed one night without hot water and was charged for three.

There wasn’t a coffee machine in the room, and the restroom tap was hard to use. The A.C. didn’t work, so I had to open the balcony doors to cool the room.

The hotel was good and the service was nice. Music from a speaker across the street played at night, and you could hear it from the hotel. It was a bit bothersome.