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Public Reviews Score
86%

"Very satisfied"

Based on 3,887 reviews
:
No Public Name
Couple
Reviewed: 4 months ago (19/07/2026)
Date of experience: 07/2026

Excepcional

Estimado huésped,

Agradecemos sinceramente que haya compartido su experiencia con nosotros.

Nos complace saber que su estancia fue excepcional y que cada uno de los servicios, desde el proceso de check in y check out, la atención del personal de botones y camarista, la limpieza de su habitación y de las áreas públicas, así como el funcionamiento de la habitación y la calidad de internet, estuvieron a la altura de sus expectativas.

Valoramos profundamente sus altas calificaciones y la confianza reflejada al recomendarnos, ya que sus comentarios son una importante motivación para nuestro equipo y nos impulsan a seguir manteniendo un estándar de excelencia en cada visita.
No Public Name
Alone
Reviewed: 4 months ago (18/07/2026)
Date of experience: 07/2026

Everyone was so nice and welcoming. I was there for surgery and they were very accommodating for before and after surgery. Also the pool was very very very nice

Estimado huésped,

Agradecemos sinceramente que haya compartido su excelente calificación y amables comentarios sobre su reciente estancia con nosotros.

Nos complace saber que nuestro equipo le brindó una atención cálida y servicial, especialmente durante un momento tan importante como su proceso quirúrgico. Es gratificante saber que pudo sentirse acompañado y respaldado antes y después de la cirugía.

Asimismo, nos alegra que las instalaciones, en particular la piscina, hayan contribuido de manera positiva a su experiencia y generado un ambiente agradable y relajante durante su visita.

Valoramos profundamente su reconocimiento hacia el trabajo de nuestro personal y su satisfacción general, así como su disposición para recomendarnos. Sus palabras nos motivan a seguir esforzándonos cada día para garantizar estancias igualmente satisfactorias en el futuro.
No Public Name
Couple
Reviewed: 4 months ago (16/07/2026)
Date of experience: 07/2026

I chose to book a Lucerna Select room specifically to enjoy an elevated experience, including access to the Select Lounge for a quieter, more refined breakfast and overall stay. Unfortunately, the breakfast offering in the lounge was extremely limited. Additionally, the lounge attendant repeatedly encouraged us to have breakfast at the Acueducto Restaurant, noting that there were “many more options” there and that the lounge breakfast was “very minimal and complimentary.” However, since breakfast at Acueducto was not included, this defeated the purpose of paying a premium for the Select experience.

We also dined at Rivoli Restaurant, where my wife had lunch. After a considerable wait, part of her order was missing, seemingly due to an oversight in placing the order.

At check-in, the front desk attendant was courteous and assigned us a room away from the street, which we appreciated. However, the room was located directly in front of the lounge and next to the elevator. While not a major issue, it did impact the sense of privacy and quiet we were expecting. Upon arrival, the room appeared to be set up for one guest rather than two (only one pair of slippers, one set of toiletries, etc.), and the shower drain was clogged. That said, maintenance responded promptly and resolved the issue efficiently.

Overall, the hotel has strong potential and offers a good experience, but with some improvements, particularly in service consistency and execution, it could be excellent. Thank you.

Dear Guest,

We sincerely appreciate you taking the time to share your detailed evaluation and comments about your recent stay with us.

We regret that your experience at Lucerna Select did not meet your expectations, especially regarding the breakfast offerings in the lounge and the service you received from the staff. We understand how important it is for our guests to enjoy the exclusive benefits associated with this room type, as well as a distinctive dining experience and clear communication about the included services.

We also regret the delays and the error in service during your visit to the Rivoli restaurant, as well as any inconvenience caused by the location and initial setup of your room. We appreciate your acknowledgment of the courtesy of the reception staff and the prompt response from maintenance regarding the shower issue, aspects we strive to maintain to provide a pleasant experience.

Your comments regarding the consistency and quality of service, both in the restaurants and in the exclusive areas, will be carefully reviewed. We appreciate your recognition of the hotel's potential and your comments help us to accurately identify the areas where we need to strengthen our processes to offer increasingly satisfying stays and exceed your expectations on future visits.
No Public Name
Couple
Reviewed: 4 months ago (15/07/2026)
Date of experience: 07/2026

I have been coming here before the K-Tower were even built, I would do business but now I take my clients to other location. My wife and I were there for our 42 wedding anniversary, and I see the hotel has not gotten any better. When I check out the girl at the desk didn't even ask me my name or room number, when I ask for a copy of my bill she said that it will be email to me, when I check my back account I see that I was charged $700.00 US dollars for a one night stay, I will keep checking my bank account to see if correction are made, If not I'm going to put a stop payment and, post this on your website and all other sites you advertise on as a credit card fraud, and let them know to check there accounts.

Dear Guest,

We sincerely appreciate you sharing your feedback and impressions about your recent stay with us.

We deeply regret that your experience on such a special occasion as your anniversary did not meet your expectations and that you perceived a lack of improvement in the quality of our services over time. We understand your frustration with the service you received at check-out and the uncertainty regarding the amount reflected in your bank account, as well as the difficulties you experienced with internet connectivity.

We assure you that your comments and ratings will be carefully reviewed by our team, as recognizing areas where we need to strengthen our processes and customer service is essential to providing better service to our guests.

We especially value your continued patronage over the years and the time you have taken to share such detailed feedback, which helps us identify critical areas for improvement.

Sincerely;
Claudia Rodriguez
Guest Service Manager
gteshuesped.tij@lucerna.com.mx
No Public Name
Business
Reviewed: 4 months ago (13/07/2026)
Date of experience: 07/2026

todo bien

Estimado huésped,

Agradecemos sinceramente que haya compartido su experiencia con nosotros.

Nos complace saber que su estancia fue completamente satisfactoria y que cada uno de los servicios recibidos, desde el proceso de check in y check out, así como la atención del personal de botones y camarista, la limpieza tanto de su habitación como de las áreas públicas, el funcionamiento de la habitación y la calidad de internet, estuvieron a la altura de sus expectativas.

Valoramos profundamente sus altas calificaciones y la confianza reflejada al recomendarnos, ya que sus comentarios son una importante motivación para nuestro equipo y nos impulsan a seguir manteniendo un estándar de calidad en cada visita.
No Public Name
Couple
Reviewed: 4 months ago (13/07/2026)
Date of experience: 07/2026

When I went to check in, the rooms were not ready at 3:00 PM. The room wasn't even ready until almost 4PM.

I then placed a room service order with the desk and they took down my room number and 90 minutes went by without my food getting delivered. I called and they said they never got an order but after some back and forth they sent to the wrong room. They then delivered it and it was cold food.

I also put 100$ credit on my room and pretty sure they still charged me for room service on top...

2nd time staying here and first time was great but idk if i will go back

Dear Guest,

We sincerely appreciate you sharing your feedback and rating of your recent stay with us.

We sincerely regret the inconvenience you experienced during the check-in process, as well as the delay and complications in the delivery of your room service order, and the issue with the credit applied to your room. We understand that these details negatively impacted your perception of your experience, and we recognize the importance of providing efficient processes, reliable service, and clear charges to ensure our guests' satisfaction.

We are pleased to learn that your first visit was positive, so we are even more sorry that your expectations were not met this time. We appreciate your honesty in sharing both the aspects that were not satisfactory and your observations regarding the bellhop service, cleanliness, and the overall functioning of the room. Your feedback allows us to identify specific areas where we need to strengthen our service and processes.

Your opinion is fundamental to our commitment to continuous improvement, and we hope to offer you an experience in the future that reflects the level of quality you expect and deserve.
No Public Name
Couple
Reviewed: 4 months ago (13/07/2026)
Date of experience: 07/2026

Buena, solo que falta un mini refri en los cuartos y la llave de la regadera se rompió, si la pudimos usar pero se requiere reparar.

Estimado huésped,

Agradecemos sinceramente que haya compartido su experiencia con nosotros.

Nos complace saber que, en general, su estancia fue positiva y que aspectos como la limpieza de su habitación y de las áreas públicas, la atención del personal de botones y camarista, así como los procesos de check in y check out, estuvieron a la altura de sus expectativas. Es gratificante conocer que estos servicios contribuyeron a que tuviera una visita agradable.

Tomamos nota de sus observaciones sobre la falta de mini refrigerador en la habitación y sobre el inconveniente con la llave de la regadera. Sus comentarios resultan valiosos, ya que nos permiten identificar áreas en las que debemos enfocar nuestros esfuerzos para mejorar la funcionalidad y el confort en nuestras instalaciones.

Apreciamos su disposición a recomendarnos y sus altas calificaciones, ya que su opinión es fundamental para nuestro compromiso de mejora continua y para seguir ofreciendo una atención de calidad en cada visita.
No Public Name
Couple
Reviewed: 4 months ago (13/07/2026)
Date of experience: 07/2026

Overall was good the room had a weird smell had to open the window

Dear Guest,

We sincerely appreciate you sharing your feedback and comments about your recent stay with us.

We regret that you noticed an unusual odor in your room during your visit. We understand the importance of a fresh and comfortable environment for your rest and well-being. We value your observation, as it helps us identify specific areas where we can focus our improvement efforts.

We are pleased to know that, despite this minor issue, aspects such as the check-in and check-out process, the cleanliness of your room and public areas, and the attentiveness of our team all contributed positively to your experience. Your willingness to recommend us and your overall rating motivate us to continue improving our service.

Sincerely;
Claudia Rodriguez
Guest Service manager
gteshuesped.tij@lucerna.com.mx
No Public Name
Family
Reviewed: 4 months ago (11/07/2026)
Date of experience: 07/2026

It was okay. I didn't really feel welcomed by the staff when I first areived. It felt like I was a bother, the bell people didn't even help get our bags out of the roller. The room also had a smell to it like marijuana....

Dear Guest,

We sincerely appreciate you sharing your feedback and rating of your recent experience with us.

We regret that upon arrival you did not perceive a warm and welcoming atmosphere from our team, nor the difficulties you experienced with assistance handling your luggage. We greatly appreciate receiving your comments, as we understand that attentive service upon arrival is essential for our guests to feel welcome and comfortable from the very first moment.

We also take note of your perception of the room's odor and your overall impression of cleanliness. Your feedback helps us identify areas where we need to strengthen our processes to optimize both staff service and room conditions, with the goal of improving the experience for our guests on future visits.

We also appreciate you highlighting positive aspects such as the check-in process, the functionality of the room, the internet quality, and the cleanliness of the public areas. Your feedback is valuable to our ongoing improvement process.

Sincerely;
Claudia Rodriguez
Guest Service manager
gteshuesped.tij@lucerna.com.mx
No Public Name
Business
Reviewed: 4 months ago (11/07/2026)
Date of experience: 07/2026

Guest has not commented on review

Estimado huésped,

Agradecemos sinceramente que haya compartido su experiencia con nosotros.

Nos complace saber que su estancia fue plenamente satisfactoria y que cada uno de los aspectos evaluados, desde el proceso de check in y check out, la atención del personal de botones y camarista, la limpieza tanto de su habitación como de las áreas públicas, el funcionamiento de la habitación y la calidad de internet, cumplieron con sus expectativas.

Valoramos profundamente sus altas calificaciones y la confianza reflejada al recomendarnos, ya que sus comentarios son una importante motivación para nuestro equipo y nos impulsan a seguir manteniendo un enfoque de excelencia en cada visita.
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