Hotel Lucerna Tijuana hotel logohotel logo
Public Reviews Score
86%

"Very satisfied"

Based on 3,887 reviews
:
No Public Name
Couple
Reviewed: 5 months ago (22/05/2026)
Date of experience: 05/2026

Everything was super nice, except I haven’t been able to get mx invoice from restaurant. Web page seems to not being working properly.

Dear Guest,

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

We are delighted to hear that your overall experience was very positive and that aspects such as the check-in and check-out process, the cleanliness of the room and public areas, the internet quality, and the service from our team met your expectations.

We apologize for the inconvenience you experienced trying to obtain your restaurant bill, as well as the difficulties you encountered on our website. We greatly appreciate you letting us know, as your feedback helps us identify areas for improvement to optimize the guest experience in every way.

Your recognition and preference are very valuable to us and motivate us to continue striving to provide you with equally satisfying stays in the future.
No Public Name
Business
Reviewed: 5 months ago (21/05/2026)
Date of experience: 05/2026

Yo llegue a este Hotel por un recomendacion pero me dieron una habitacion en la ultima seccion del Hotel una parte muy vieja del hotel no hay ni elevador. Muy mala experiencia sin ganas de regresar al hotel.

Estimado Sr. Trejo

Agradecemos sinceramente que haya compartido su experiencia con nosotros.

Lamentamos que su estancia no haya cumplido con las expectativas que tenía tras recibir una recomendación, y que la ubicación de su habitación en una sección del hotel que percibe como antigua, así como la falta de elevador, hayan generado incomodidad y una experiencia insatisfactoria.

Tomamos muy en cuenta sus observaciones sobre el estado de las instalaciones, la limpieza, el funcionamiento de la habitación y los servicios recibidos, ya que este tipo de comentarios nos permiten detectar áreas que requieren especial atención y mejora para nuestros huéspedes.

Valoramos su honestidad al expresarnos su sentir, ya que esto nos ayuda a enfocar nuestros esfuerzos para transformar la experiencia de quienes nos visitan.
No Public Name
Family
Reviewed: 5 months ago (21/05/2026)
Date of experience: 05/2026

I’ve stayed at the Lucerna a few times and it seems to be going down in quality. We had to change rooms because the sliding door wouldn’t lock. When I tried to change rooms the check in person tried to get me to wait for maintenance to come look at the issue. I had to ask for another room, when she gave me. The floors were bubbling up. Quality for the price doesn’t match.

Dear Mr. Travis

We sincerely appreciate you sharing your feedback and experience during your recent stay with us.

We regret that you perceived a decrease in quality and encountered issues with the sliding door, the room change, and the condition of the floors. We understand the importance of having functional and safe spaces, and we recognize that these details are essential for a satisfactory experience.

We have taken note of your feedback regarding the value for money and the cleanliness and functionality of the room. Your observations are invaluable to us, as they allow us to identify opportunities for improvement and continue working to provide a service that meets the expectations of our frequent guests.

We hope to have the opportunity to welcome you back and demonstrate our progress in the areas mentioned.
No Public Name
Business
Reviewed: 5 months ago (21/05/2026)
Date of experience: 05/2026

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 servicios, desde el proceso de check in y check out, la limpieza de la habitación y de las áreas públicas, la atención del personal de botones y camarista, el funcionamiento de la habitación y la calidad de internet, respondieron completamente a sus expectativas.

Valoramos especialmente sus altas calificaciones y su disposición a recomendarnos, ya que sus comentarios nos motivan a seguir ofreciendo una atención de calidad en cada visita.
No Public Name
Business
Reviewed: 6 months ago (20/05/2026)
Date of experience: 05/2026

Es inapropiado no poner sábana en la cama

Estimado huésped,

Agradecemos sinceramente que haya compartido su experiencia con nosotros.

Nos complace saber que califica de manera positiva diversos aspectos de su estancia, como el proceso de check in y check out, la limpieza de su habitación y de las áreas públicas, así como la atención del personal de camarista y botones.

Al mismo tiempo, tomamos nota de su observación sobre la falta de sábana en la cama. Comprendemos la importancia de este detalle para el confort y la satisfacción durante su estancia, por lo que valoramos que nos lo haga saber para identificar oportunidades de mejora en nuestro servicio.

Sus comentarios y calificaciones nos motivan a seguir trabajando para ofrecer una experiencia cada vez más completa y atenta a las necesidades de nuestros huéspedes.
No Public Name
Family
Reviewed: 6 months ago (20/05/2026)
Date of experience: 05/2026

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 servicios, desde el proceso de check in y check out, la limpieza de la habitación y de las áreas públicas, así como la atención del personal y el funcionamiento de las instalaciones, cumplió con sus expectativas.

Valoramos especialmente sus altas calificaciones y su disposición a recomendarnos, ya que sus comentarios nos motivan a seguir ofreciendo una atención de calidad en cada visita.
No Public Name
Couple
Reviewed: 6 months ago (20/05/2026)
Date of experience: 05/2026

I had a problem with some of your policies, not being able to use amenities at the Tower due to not staying in the Tower. Could not find a way to book at the Tower on the website. Could not charge anything to my room without the server going to the front desk every time

Dear Guest,

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

We apologize for any inconvenience you experienced and will be attentive to your comments.

We are pleased to know that the staff service, cleanliness, and attention you received upon arrival and departure contributed positively to your visit.

Your feedback is essential to our ongoing improvement process and to providing you with increasingly satisfying stays.
No Public Name
Couple
Reviewed: 6 months ago (19/05/2026)
Date of experience: 05/2026

It's not the first time we stay in Lucerna, this time it wasn't as expected, the room was just ok with several maintenance details, for example one drawer in the bedside table never closed, the water deposit of the toilet was noisy when reloading, some planks in the floor where out of their place.

Dear Guest,

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

We regret that your experience did not fully meet your expectations and that you noticed some maintenance issues in the room, such as the bedside table drawer, the toilet flush, and the condition of the floor. We understand the importance of these aspects to your comfort and appreciate you bringing them to our attention, as they help us identify areas where we need to focus our efforts for improvement.

At the same time, we appreciate your satisfaction with the check-in and check-out process, the cleanliness of your room and the public areas, and the attentiveness of our team in various areas. Your comments motivate us to continue working to provide you with more enjoyable experiences with each visit.
No Public Name
Business
Reviewed: 6 months ago (19/05/2026)
Date of experience: 05/2026

Bien, pero las instalaciones estan muy viejas

Estimado Sr. Rivera

Agradecemos sinceramente que haya compartido sus impresiones sobre su reciente estancia con nosotros.

Nos alegra saber que aspectos como la limpieza de su habitación, la atención del personal de camarista, la limpieza de las áreas públicas, la calidad de internet y el proceso de check in fueron satisfactorios para usted y contribuyeron a una experiencia positiva.

Por otro lado, tomamos en cuenta su percepción sobre el estado de las instalaciones, así como las observaciones respecto al servicio de botones y el funcionamiento de la habitación. Sus comentarios son muy valiosos, ya que nos ayudan a identificar áreas donde debemos enfocar nuestros esfuerzos para seguir perfeccionando la calidad y el confort que ofrecemos a nuestros huéspedes.

Valoramos sus calificaciones y su disposición a recomendarnos, ya que su opinión es fundamental para nuestro compromiso de mejora continua.
No Public Name
Couple
Reviewed: 6 months ago (18/05/2026)
Date of experience: 05/2026

The staff were nice, well trained and room was clean. Because of the location, I was unable to sleep at night due to the noise from outside. Also, the next door customers were loud in the early morning. I wonder if you could improve insulation to counter noise issues.

Dear Guest,

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

We are pleased to hear that you found the room spotlessly clean and that you enjoyed the service provided by our staff, which is very important to our team.

However, we regret that the outside noise and lack of soundproofing affected your sleep. We understand how essential it is to enjoy a peaceful environment at night, and we greatly appreciate you letting us know about this, as it helps us identify opportunities to improve our guests' experience.

Your suggestions regarding soundproofing will be taken into account as we look for ways to optimize comfort in our facilities. We appreciate your trust in sharing this important aspect with us and hope to offer you an even better experience in the future.
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