Lucerne Resort Khao Yai

We couldn't sleep well because the mattresses were old, with broken springs. After I raised it with the manager the next morning, she said we could cancel since they were fully booked and couldn't replace the mattress or move us to another room. She didn't apologize. We had booked two rooms for three nights, and the next evening housekeeping hadn't cleaned them. The towels were unchanged and the garbage was still there. It made for a very unpleasant stay, and I wouldn't recommend Lucerne Villa Resort.

The surroundings were quiet and pleasant, and the room decorations were nice. Those were the positives. We booked two rooms for three nights, and the rest of the stay was a mess. In one room the mattress was broken and squeaked so much we couldn't sleep. When we complained, a woman I think was the manager rudely told us to leave and find somewhere else. The rooms weren't cleaned on any of the three nights. Garbage attracted insects and disturbed our sleep, though I saw other rooms being cleaned. I don't know if they left ours out on purpose. The toilet and shower area were dirty when we first arrived. The dryer in one room didn't work, and the shower soap in another was empty until we asked for a refill. We had to request towels and soap ourselves. They replaced those items but still didn't clean the room. After our complaints, nobody apologized or tried to improve things. We spoke Thai, so it wasn't a language issue. Agoda said they could speak English, but they couldn't. See the photos for proof.

The interior is pretty nice, with new flooring, okay blinds, and a decent bed. There’s a small fridge, microwave, space to sit outside, and plenty of room for luggage. But there’s nowhere to put clothes except a high, narrow shelf for hanging a few shirts. The blinds don't overlap enough to close the gaps. Getting a working room was a whole ordeal. The first AC sounded like a jet plane. In the second room, the air outlets were broken, so I couldn't direct the air away from the bed and worried I'd feel sick by morning. The third room had a new AC, but the TV didn't work. They said they'd fixed it the next day, but the receiver remote still didn't work. On the first day the shower flooded, and the water took at least 30 minutes to drain while you were standing in it. They said they fixed that too, but they hadn't. The soap in the dispenser was so dry it barely came out. The place seems poorly managed at the basic level. At least we leave tomorrow morning. I wouldn't recommend it to friends or relatives.

The location suits anyone after quiet surroundings. Still, there were bugs and insects in the room, the water heater wasn't working right, and we waited about 15 minutes for reception to help us check in. It's a three-star hotel, so expectations shouldn't be high.