Hotel Lucerna Tijuana hotel logohotel logo
Public Reviews Score
87%

"Very satisfied"

Based on 3,602 reviews
:
By SERGIO OMAR
Reviewed: 6 months ago (16/10/2025)
Date of experience: 10/2025

Guest has not commented on review

Muchas gracias por su valoración. Nos complace saber que quedó contento con el servicio. Será un honor recibirle nuevamente.
By Veronica Resendiz
Reviewed: 6 months ago (16/10/2025)
Date of experience: 10/2025

I did not have a pleasant stay. The room smelled like urine. May have been the mattress. Not sure if I’ll stay here in the future.

We’re very sorry to hear about the unpleasant odor in your room. This is certainly not the experience we want for our guests. Please know we take this seriously and will investigate immediately to ensure it is resolved.

We hope you’ll give us another chance to provide you with a better stay in the future.
By Carissa Emory
Reviewed: 6 months ago (15/10/2025)
Date of experience: 10/2025

Everything was great except for the shuttle driver who drove me to and from OCC was rude. He did not even say hello to me once even though he drove me multiple times. I speak Spanish and also gave him a nice tip. Everyone else was very friendly.

Thank you for your feedback. We’re glad to hear you enjoyed your stay overall, but we apologize for the shuttle driver’s unfriendly behavior. This is not the experience we want for our guests, and we will address it with our team.

We appreciate your comments and hope to welcome you back for a better experience.
By Víctor Hidalgo Flores
Reviewed: 6 months ago (15/10/2025)
Date of experience: 10/2025

Excelente

Muchas gracias, por contestar nuestra encuesta de servicio, lo esperamos nuevamente sera un place recibirlo.
By Giovana rodriguez
Reviewed: 6 months ago (15/10/2025)
Date of experience: 10/2025

Bien sólo el baño de tapaba

Gracias por su comentario. Nos alegra que su estancia haya sido satisfactoria. Lamentamos el inconveniente con el baño y lo estamos revisando para evitar que vuelva a ocurrir. ¡Esperamos verle pronto de regreso!
No Public Name
Reviewed: 6 months ago (15/10/2025)
Date of experience: 10/2025

Muy buena

Muchas gracias por su valoración. Nos complace saber que quedó contento con el servicio. Será un honor recibirle nuevamente.
No Public Name
Reviewed: 6 months ago (14/10/2025)
Date of experience: 09/2025

Satisfactoria y excelente ubicación en la Zona del Río. Definitivamente regreso. El Sky Bar es magnifico con muy buena vista y comida

Muchas gracias por su amable comentario. Nos alegra saber que disfrutó su estancia, especialmente la ubicación y el Sky Bar. Será un placer recibirle nuevamente muy pronto.

Saludos cordiales
No Public Name
Reviewed: 6 months ago (14/10/2025)
Date of experience: 10/2025

Guest has not commented on review

Muchas gracias por su valoración. Nos complace saber que quedó contento con el servicio. Será un honor recibirle nuevamente.
No Public Name
Reviewed: 6 months ago (13/10/2025)
Date of experience: 10/2025

Disappointed in this Lucerna. Check in associates are not very friendly. Very dry and serious front desk staff. Both had the same demeanor. Housekeeping on our floor was extremely friendly and went out of their way to help. However the Housekeeping on the 5th floor were rude and unprofessional. I asked for a rag to clean room i was decorating for a family member's wedding night because it was extremely dusty and she looked at me with disgust. I asked if she had windex to clean the mirrors and she said they clean them with water and turned around. What looked to be the supervisor of Housekeeping (wearing a vest) was on the phone with someone using profanity. She also looked annoyed when we passed by. We have stayed at multiple Lucerna properties and this property has the worse customer service.

Thank you for your feedback. We sincerely apologize for the service inconsistencies you experienced during your stay. This is not the standard we strive for at Lucerna. Your comments have been shared with the appropriate teams to ensure proper follow-up and improvement.

We truly value your loyalty and hope to have the opportunity to provide you with a better experience in the future.

Best regards,
No Public Name
Reviewed: 6 months ago (13/10/2025)
Date of experience: 10/2025

Great hotel with very clean rooms, great food and beautiful decor.

Thank you so much for your kind words! We're delighted to hear that you enjoyed our clean rooms, delicious food, and the overall decor of the hotel. Your feedback truly motivates our team to continue providing excellent service. We hope to welcome you back again soon!
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