HOTEL LUCA — Hotel in Mexico City

I’ve never left a negative hotel review before, but this experience demanded it. We do NOT recommend this hotel. What should’ve been a special birthday weekend turned into a frustrating ordeal marked by broken promises, zero accountability, and terrible service.

We originally booked the highest room category—the Terrace Suite—but requested a slight downgrade to the Park View Balcony Suite for the view. On March 9 & 11, we received written confirmation from the hotel that we’d be placed in a 3rd-floor Park View balcony room. On March 31, they wrote we’d be on the 4th floor.

When we arrived the morning of April 3 to drop off our bags, we asked about the 5th floor, as we’d read it was quieter with higher ceilings. A staff member confirmed our 5th-floor Park View Balcony Suite was secured.

However, when we returned later to check in, Ivonne at the front desk informed us that the room had been given away!

Despite prepaying and confirming our room multiple times—on paper and in person—we were offered only an interior room, the lowest tier. We asked Ivonne to contact the staff member who had confirmed our room—she refused. We requested a manager—she claimed no one was available.

While speaking with Ivonne, other guests came down complaining about broken A/C. We (and the other guests) received no apology, explanation, or solution—just indifference.

We were forced to find another hotel at 6 PM. Thankfully, we moved to the Marriott Reforma, which had far better service and a superior location.

Even though Amex Travel was able to get the hotel to issue a refund, Hotel Luca is not a place you should trust. How do you give away a prepaid, confirmed room?

Believe the negative reviews across all booking sites. This hotel does not honor its commitments or...

We really wanted to love the hotel. The location is great, but this was not up to the standard we were expecting. First of all, any hotel that tells you the price is half off is setting an expectation. This hotel is absolutely a 3-3.5 star hotel, and the price they are offering represents a reasonably fair value. It is not a deal.||||Lets start with the good. I mentioned the location, Roma Norte is a great area with cute restaurants and is safe and accessible to much of the city center. The shower is great and the breakfast on the rooftop is a greta way to start the day. There is a free "minibar" which is a can of coke and water, but nice nonetheless and a Nespresso machine or a coffee shop downstairs since the coffee at the restaurant is disappointing.||||We were on the park side with a lot of noise, a dog yelping for many hours one night. However, that is not their fault. The design of the blinds with a gap letting light in from the street and then the morning is unacceptable. I mentioned it, but nothing one done. See the photos taken at midnight for reference. Also, the toilet seat does not stay up on its own. Similarly, I mentioned this, and it was ignored. As a guy, holding the seat up when trying to pee is pretty unacceptable. Certainly not at a hotel of any quality. The hotel has no lobby or amenities, just a hidden office behind a lively coffee shop with staff that seem more interested in their phones than the customers.||||Bottom line, if I were returning, I would seek a better option in Roma Norte or Condesa, especially for $200+ per evening. Please dont be fooled by the false representation that this is an expensive hotel for which you are...

Quiet yet central location across from a beautiful park. The rooms are very spacious with a desk, seating area, and lots of shelves and surface area for putting thinga. Bathrooms were also large, including the shower, which had good water pressure and hot water. Beds were large and comfortable and the blackout curtains worked great. The cleaning staff were very detailed and our room was always extremely clean. Took one star off the room as the air-con didn't cool that well and seemed to be more like a fan. Also, the toilet seat cover wasn't centered so wouldn't stay up. The highlight is breakfast which is on the outdoor rooftop surrounded by pretty views, lots of greenery, and singing birds. Breakfast was quite filling and included coffee/tea, fruit plate, freshly baked pastries (super yummy!) and choice of main (eggs, hotcakes, or chilaquiles). Service at the restaurant was super friendly and efficient as well. The cafe downstairs is also super hip and serves great coffee. Overall, we had a very comfortable stay and nice experience during our...