Hotel Lucerna Tijuana hotel logohotel logo
Public Reviews Score
87%

"Very satisfied"

Based on 3,282 reviews
:
By Pietro Segat
Reviewed: 3 months ago (29/05/2025)
Date of experience: 05/2025

A terrible experience. Lucerna and Tower K could not provide a room that the air conditioning worked. Unbelievable. And on top of that it took teh staff over 3 hours to send us to three different rooms and yet not one had air conditioning that worked. We ended up having to leave to go to a different hotel.

The manager was rude, unresponsive and just kept offering one excuse after the other. I have never had an experience like this. Whats more no one bothered to call me or email me after such a poor experience. That made it clear they care nothing for their guests. With over 10 stays this year alone, not a call, not an email no effort to regain our business.

We are truly sorry for the inconvenience and poor service you experienced during your stay. Not being able to provide a room with working air conditioning, along with the lack of proper follow-up, is unacceptable—especially for a loyal guest like you.

We take your feedback seriously and are addressing the situation with our team. I sincerely hope we have the chance to regain your trust in the future
By Maria de Lourdes Zuany Ramirez
Reviewed: 3 months ago (29/05/2025)
Date of experience: 05/2025

Guest has not commented on review

Muchas gracias, por tomarse el tiempo de contestar nuestra encuesta de servicio. La esperamos nuevamente sera un placer asistirle
By Roberto Guillen
Reviewed: 3 months ago (28/05/2025)
Date of experience: 05/2025

my overall experience was great, besides a very few details that didnt made my experience worse, the staff was super friendly.

Thank you for your feedback! We're glad to hear that your overall experience was great and that our team made a positive impression with their friendliness. We appreciate you mentioning the minor details as well — every comment helps us improve. We hope to welcome you back again soon
By Christine
Reviewed: 3 months ago (27/05/2025)
Date of experience: 05/2025

Food and beverage need improvement. Rooms need updates. Clean floors and shower, hairs when we arrived

Thank you for sharing your feedback. We’re sorry to hear that your experience with the food, beverage, and room condition did not meet expectations. We also apologize for the cleanliness issues you encountered upon arrival. Please know that we’re addressing these concerns with our team to improve the quality and comfort of our guest experience. We truly appreciate your comments and hope to have the opportunity to serve you better in the future.
By Ericka
Reviewed: 3 months ago (27/05/2025)
Date of experience: 05/2025

As this was my first time staying at Lucerna, I have to say I was disappointed to enter the room and automatically pick up on an awful fishy smell. Secondly, the bed sheets had a peculiar smell and were stained. The bathroom was not flushing adequately, so I had to call for room service. Check-in was also a setback. Will I stay again? Noooo…

Dear Ericka,

We appreciate you sharing your experience during your first visit to our hotel.
We sincerely regret that you experienced unpleasant odors and the condition of the room, as well as the situation you encountered with the bathroom.
We take each of your comments into account to identify areas for improvement and address them. We value your feedback, as it helps us provide a better experience for our guests.
By Jeff Freiburger
Reviewed: 3 months ago (27/05/2025)
Date of experience: 05/2025

We enjoy Lucerna twice a year for the past 10 years visiting Dr, Calzadas, facilities needs maintenance and updates! Have a great day

Thank you for your continued preference and for sharing your feedback. We appreciate your comments and will take them into consideration as we work to improve. We look forward to welcoming you again soon!
By Jan Campbell
Reviewed: 3 months ago (27/05/2025)
Date of experience: 05/2025

Very good

Thank you! We're happy to hear you had a very good experience.
No Public Name
Reviewed: 3 months ago (27/05/2025)
Date of experience: 05/2025

I would absolutely return. The only issue was the check-in process. I waited 15-20 minutes in line to get checked in.

I was late for the wedding because of this.

Thank you for your feedback and for your kind words—we're glad to hear you would return. We sincerely apologize for the delay during check-in and the inconvenience it caused, especially with such an important event. We’re reviewing our check-in process to improve efficiency and avoid similar issues in the future. We truly appreciate your understanding and look forward to welcoming you again
By Richard Thompson
Reviewed: 3 months ago (26/05/2025)
Date of experience: 05/2025

Room had no hot water even after alerting the hotel staff. Amenities were fine but Overall unpleasant with no hot water.

Thank you for your feedback. We’re sorry to hear about the inconvenience you experienced during your stay. Please know that we’re looking into the issue to ensure it doesn’t happen again. We appreciate your comments and hope to provide a better experience in the future.
By The Loezas
Reviewed: 3 months ago (26/05/2025)
Date of experience: 05/2025

Customer service was top notch, room cleanliness impeccable and food was 5 star! We will be returning soon and highly recommending this place to our family and friends.

Thank you so much for your wonderful feedback! We're thrilled to hear that you enjoyed our customer service, the cleanliness of your room, and the food. It means a lot to us that you plan to return and recommend us to your family and friends. We look forward to welcoming you back soon!
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