Hotel Lucerna Tijuana hotel logohotel logo
Public Reviews Score
87%

"Very satisfied"

Based on 3,499 reviews
:
By Javier F
Reviewed: 2 years ago (20/01/2024)
Date of experience: 01/2024

It was a great place to stay, I'd stay again. Staff were very friendly and eager to help.

Dear guest;
Thank you for taking the time to submit the service survey.
You are very important to us.
We appreciate having chosen us for your stay,
Greeting
No Public Name
Reviewed: 2 years ago (19/01/2024)
Date of experience: 01/2024

My overall experience staying at Lucerna (Tijuana) has been pleasant. However this last stay (check-in January 17th , check-out January 18th) was not so pleasant. The issue was the following, upon checking we added ONE breakfast to the room. The room was under my name however the breakfast was for my husband. At check-in the gentleman checking us in was very polite and super nice and we made it clear that it would be my husband eating breakfast and not me. There seemed to be no issue at all with that. Fast forward to the morning my husband goes down to the breakfast buffet, however upon letting the staff know the room number and that we had pre-paid for breakfast, he was denied and had to pay AGAIN. It was at check-out that when we tried to get re-imbursed for one of the breakfasts that we were charged and we only used ONE, we were informed there was nothing that could be done, that the breakfast that we pre-paid for upon check-in had to be redeemed by me, the person the room is under. I was informed that there was nothing they could do, so we paid double for only having breakfast once, by my husband. It really left a bad taste and honestly I am recommending you change this policy. At the end of the day, if there are 30 people staying in a room, and there is only ONE added breakfast, what difference should it make WHO redeems it? Clearly the hotel knows how many can be redeemed. I am just shocked.

Dear guest;
Thank you for taking the time to submit the service survey.
You are very important to us, we already working on your comments.
We appreciate having chosen us for your stay,
Greeting
By Guillermo Luna
Reviewed: 2 years ago (19/01/2024)
Date of experience: 01/2024

Cuartos limpios pero cansados, un crimen que sigan usando sanitarios que usan 20 litros en cada descarga.

Estimado Huésped;
Gracias por tomarse el tiempo enviando la encuesta de servicio.
Usted es muy importante para nosotros, por lo que ya estamos trabajando en sus observaciones.
Agradecemos habernos elegido para su estancia,
Saludos
No Public Name
Reviewed: 2 years ago (19/01/2024)
Date of experience: 01/2024

Bien a secas. La TV no prendia y algunas luces de la habitación tampoco. Ya no tuve oportunidad de reportarlo por el poco tiempo que estuve en hotel. La amabilidad del personal sobresale, pero el tiempo para hacer check in es demasiado (entre la fila y el tiempo de hacerlo).

Estimado Huésped;
Gracias por tomarse el tiempo enviando la encuesta de servicio.
Usted es muy importante para nosotros, lamentamos los inconvenientes.
Ya nos encontramos trabajando en sus comentarios.
Agradecemos habernos elegido para su estancia,
Saludos
No Public Name
Reviewed: 2 years ago (19/01/2024)
Date of experience: 01/2024

Room needs a complete remodeling. We smelled mold. Flooring was terrible. Sorry, but we don't coming back. Thanks

No Public Name
Reviewed: 2 years ago (18/01/2024)
Date of experience: 12/2023

Guest has not commented on review

No Public Name
Reviewed: 2 years ago (18/01/2024)
Date of experience: 01/2024

Falta ceguridad afuera en la calle la familia sufrió un asalto experiencia muy mala

Estimado Huésped;
Gracias por tomarse el tiempo enviando la encuesta de servicio.
Usted es muy importante para nosotros, lamentamos el inconveniente.
Buscaremos estrategias con las observaciones que nos hace llegar.
Agradecemos habernos elegido para su estancia,
Saludos
By Stephen
Reviewed: 2 years ago (17/01/2024)
Date of experience: 01/2024

The staff was friendly and quick. Most were bilingual which was very nice and convenient. The room was okay, nothing crazy special. However, I wish it was more soundproof. The constant elevator dings and the bass from what I assumed came from the rooftop bar were annoying though.

Dear guest;
Thank you for taking the time to submit the service survey.
You are very important to us.
We appreciate having chosen us for your stay,
Greeting
By Vanessa Rodriguez
Reviewed: 2 years ago (16/01/2024)
Date of experience: 01/2024

Guest has not commented on review

By Elena T
Reviewed: 2 years ago (16/01/2024)
Date of experience: 01/2024

Great experience. Beautiful hotel, very courteous and helpful staff.

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