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at the Hotel Lucerna Ciudad Juarez
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Jun 29th, 2019
We came to Mexico for personal reasons and decided to stay at this hotel based on location and photos. However it did not meet our expectations. Pool was very dirty both days we were there and i think something was being built or was broken, not sure what it was. The workers however were very friendly and courteous. TRIPADVISOR.COM USER
Very Nice Place, Watch Out For Hidden Fees and Charges
Dec 27th, 2018
We reserved the standard King room with the Romantic Getaway package for our wedding night. The room was large, very clean, nicely appointed, and beautiful. I would say that it was a good deal for Juarez, considering the quality of the hotel. We did get to the room late, as we were at our wedding past midnight, so you may want to check in and partake of the strawberries and champagne included with the Romantic Getaway near the actual check in time so that the ice isn't melted and the strawberries are at peak freshness. I digress, that was on us for getting in late. Front desk check in took some time, but the staff was very friendly and they all stood up and congratulated my bride and I during our arrival, which was a very nice gesture. We got room service in the middle of the night and the service was quick by hotel standards. The menudo and burritos were excellent, fresh, and restaurant quality even though we had ordered at 3am. The only negative part of our stay was the fee during our breakfast. The Romantic Getaway package includes free breakfast, but during the weekend, I guess they have a regular breakfast bar and then a staffed brunch area nearer towards the entrance to the dining area.They are only separated by a small space, but are a part of the same area. Neither the staff member at the register or the waiter told us that eating from the brunch area would incur an additional charge and there was no clear signage to indicate that either. I'm glad that I got up to break a bill for the tip at the register and was finally informed of my "bill" because I would have otherwise gotten up and walked out on the bill without knowing I owed. Thankfully, I had my wallet on me and settled the bill with our waiter. The food was superb and top quality, but the thought having potentially walked out on our bill was humiliating. Everyone was very nice through the process, but I would have liked to have known before the breakfast/brunch. A few weeks later a representative from the hotel emailed me and asked me about the stay and I mentioned everything here, both the positive and negative, but they only addressed the positive, which let me a bit sore. If I wanted a luxurious getaway in Juarez, this would still be my top choice, but always, always ask for details before eating breakfast, even if your room supposedly includes it. TRIPADVISOR.COM USER
not Lucerna standard
Oct 20th, 2018
Stayed at Hotel Lucerna for 3 nights. Got a double bed room on their topmost floor (8th) overlooking Juarez (south views). The good: - Rooms were spacious. - Kind of clean. - Free parking. The bad: - Pool is cold, as in ice water cold, this was beginning of september and the water was extremely cold. - Dated rooms, bathroom although recently updated needed maintenance. It seems renovation was much cheap touch up for rooms. - Saggy beds. - Expensive room service (not great). - Towels were cheap would expect better ones at a hotel like this one. - No mini bar fridge in rooms (necessary for long stays) We had an issue on our last night with the room next door, they were loud and obnoxious and they're kids kept screaming and yelling, all of this at 10pm+ had to call security twice on them before they finally stopped. Lastly if you travel with small children beware of balconies, they are very dangerous and a small child can fall from them. TRIPADVISOR.COM USER
Aug 30th, 2018
The receptionist both very rude! We asked for 2 double bed on reservation we got a king hard bed! They made our party stay in 2 separate rooms and different floors we paid double. A/c would not adjust and was soooo hot! Considering it being Juarez that hotel needs to be at max $30 a night TRIPADVISOR.COM USER
Uncomfortable beds, health hazard with old air conditioner system, bad food.
Jun 8th, 2018
Very disappointed and dissatisfied with our stay here. The rooms were outdated, the beds are not comfortable, the pillows are old and uncomfortable. Very old air conditioner system with air that made us all sick. The food of the restaurant was very bad, not up to the Lucerna brand of other locations. The staff was not nice or polite in fact they harass us when we complaint about the food of the restaurant. I would not recommend to anyone and will never be back here. TRIPADVISOR.COM USER
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