I booked this hotel through . Due to the mobile app device, I did not see it was located in Mexico, it showed me it was 2 miles outside of El Paso. When I noticed it I immediately called to try to take a penalty fee or get the charges taken off. The hotel was not accommodating even though it was an honest mistake. I did not think when I searched El Paso it would show hotels out of the country when you must have a passport. The hotel was not willing to work with me because I was an American and ended up not having enough funds to stay anywhere tonight with my family very disappointed.
Erika M.
Rating des Ortes: 5 Glendale, CA
First time we stayed at Lucerna Hotel in Juarez and it exceeded our expectations. The service was superb and the amenities were exceptional. Hugo was a staff member at the lobby. He always greeted us and assisted us with our bags and opening our door. Hugo made our stay extra pleasant. He spoke fluent English and was beyond courteous and excellent mannerism with all families. My toddler enjoyed the beautiful pool and the room service was delicious. The morning buffet highly recommended. Overall excellent location and beautiful hotel very affordable compare to U. S hotels prices!