I am rewriting this review from a 2023 visit…read more
We had this trip planned for weeks to celebrate my man's birthday in June, so our expectations were high. We booked a hotel stay for two nights. I reserved one room directly through the Lucerna website and he booked two additional rooms through Expedia. Unfortunately, both bookings were charged a night's stay in advance, even though Expedia was not supposed to charge anything until check-in.
At check-in, the staff at the front desk was very nice and accommodating. The bellman was especially kind and was going along with our jokes-- he was honestly the best part of our stay.
From there, things quickly went downhill. Our key cards stopped working on several occasions, requiring multiple trips back down to the front desk to have them reactivated.
The biggest issue was that the air conditioning did not work in any of the rooms. We called the front desk several times, but no one ever answered -- the phone just rang and rang. That night, we were forced to sleep with the balcony doors open, which resulted in mosquitoes and flies coming into the room.
Because we couldn't reach anyone, we also weren't able to order room service. Again, the phone rang endlessly with no answer, so we ended up ordering Domino's from across the street.
We spent time at the pool while the kids swam. The area itself was very nice and inviting, but the pool was dirty, with leaves and debris floating in the water. We asked a security guard if servers came out to the pool area. He initially said yes and went to call someone. After waiting about 15 minutes, we asked again and he then mentioned that pool service is only available during the summer -- something that would have been helpful to know upfront. We ended up going inside the bar to order drinks and carried them back out ourselves. About 30 minutes later, staff came out to clean up the pool
That same day, we followed up again about the AC. The front desk told us maintenance had already taken care of it the day before, which was not true -- no one had come and the rooms were still hot and humid. Eventually, someone did come to check both rooms, but nothing was fixed.
This is supposed to be a luxury hotel, yet the experience did not reflect that at all. It is extremely overpriced for the quality of service and the number of issues we encountered across all three rooms.
We paid over $250 per night, stayed for two nights and booked three rooms, only to leave feeling extremely disappointed. Unfortunately, we will not be returning to this Lucerna location.
I gave it 1 star only because we made the stay fun, despite all the flaws and disappointments. And the interaction with the bellman really made a difference.
