Hotel Lucerna Tijuana hotel logohotel logo
Public Reviews Score
86%

"Very satisfied"

Based on 3,888 reviews
:
No Public Name
Business
Reviewed: 6 months ago (07/05/2026)
Date of experience: 05/2026

I will say Bell Hops, waiters, and bar tenders are very professional and attentive . I love your hotel .

Dear Guest,

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

We are delighted to know that the attentiveness and professionalism of our bellhops, servers, and bartenders significantly contributed to your experience and that you expressed your appreciation for our hotel.

We also value your positive ratings regarding aspects such as check-in, cleanliness, housekeeping, and the check-out process, as well as your overall impression of our services and public areas.

Your observations and feedback motivate us to continue improving every day to provide you with even more enjoyable stays in the future.
No Public Name
Couple
Reviewed: 6 months ago (06/05/2026)
Date of experience: 05/2026

La madrugada del domingo 3 de mayo, pedimos 2 hamburguesas y dos Coca-Cola Light. Me dijeron por teléfono que serían 60dlls y entonces les dije que les pagaría con un billete de 100dlls. Al momento de llegar el pedido, resulta que el mesero no sabía de mis instrucciones, por lo que no llevaba cambio. No quería molestar, así que le dije que la feria me la dieran cuando hiciera check-out, confiando en el personal y en lo que uno supone que sería el deber ser de parte del equipo. Al hacer check-out el lunes por la mañana, front desk no sabía de esto, el capitán, quien fue contactado, tampoco sabía de esto. Y en el inter, me hicieron perder 15 minutos para que llegara la resolución: "Lo lamentamos, no sabíamos". Terrible. Ni siquiera es la cantidad de dinero, que espero que el mesero o quien no haya reportado, le haya sido de beneficio, sino el operar del equipo, mi palabra quedó en duda, me hicieron perder tiempo y no me resolvieron. Ojalá no pase con alguien más.

Estimado huésped,

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

Lamentamos profundamente la situación experimentada durante su solicitud al servicio a la habitación y el inconveniente al momento de liquidar su consumo. Comprendemos que estas circunstancias, además de prolongar su tiempo durante el proceso de check out, generaron una percepción de desorganización, así como la sensación de que su confianza fue puesta en entredicho, lo cual dista mucho del nivel de atención que buscamos ofrecer.

Por otro lado, apreciamos que haya reconocido positivamente aspectos como la limpieza de su habitación, el funcionamiento de las instalaciones, la atención del personal de limpieza y botones, así como la calidad general de su estancia. Valoramos su observación sobre este incidente particular, ya que sus comentarios son una herramienta fundamental para identificar y corregir este tipo de situaciones, con el objetivo de brindar una experiencia de mayor confianza y eficiencia en futuras visitas.
No Public Name
Couple
Reviewed: 6 months ago (06/05/2026)
Date of experience: 05/2026

The Hotel staff was very friendly and helpful. The view of the pool was stunning and made our stay that much more lovely.

Dear Guest,

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

We are delighted to know that the friendliness and helpfulness of our team contributed positively to your experience, and that the view of the pool made your stay even more enjoyable.

Your comments and recognition are very valuable to us and motivate us to continue maintaining high standards of service and quality with every visit.
No Public Name
Couple
Reviewed: 6 months ago (05/05/2026)
Date of experience: 05/2026

8 Star anda te ves ever

Dear Guest,

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

We are delighted to hear that most aspects of your visit, such as the cleanliness, the service provided by our team, and the quality of the services you received, met your expectations and contributed to a positive experience.

We especially value both your recommendation and your overall comments about your experience, as well as the high ratings you gave in different areas. We have taken note of your feedback regarding the room's functionality, as your observations help us identify areas where we can continue to improve.

Your opinion and preference motivate us to maintain our commitment to quality and offer equally satisfying stays with every visit.
No Public Name
Couple
Reviewed: 6 months ago (05/05/2026)
Date of experience: 05/2026

Ver y good

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 satisfactory and that aspects such as the check-in and check-out process, the cleanliness of the room and public areas, the attentiveness of our team, and the internet quality met your expectations and contributed positively to your visit.

Your recognition and recommendation are very valuable to us and motivate us to continue working diligently to offer you equally satisfying stays on every visit.
No Public Name
Family
Reviewed: 6 months ago (04/05/2026)
Date of experience: 05/2026

Great but the room had a weird smell, we reported it but not even with the staff spraying fragrance changed the deep smell.

Dear Guest,

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

We regret the inconvenience caused by the odor in the room, as well as the difficulty in eliminating it despite the team's efforts to address your report. We understand the importance of having fresh and pleasant spaces, and we appreciate you bringing this to our attention.

On the other hand, we are pleased to know that aspects such as the check-in and check-out processes, the staff's attentiveness, and the cleanliness of the public areas contributed positively to your overall experience, and that you would recommend us to family and friends.

Your comments allow us to identify opportunities for improvement and continue working to ensure that every visit is completely satisfactory.
No Public Name
Business
Reviewed: 6 months ago (01/05/2026)
Date of experience: 04/2026

Guest has not commented on review

Dear Guest,

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

We are delighted to know that every aspect of your experience, from the check-in and check-out process, the cleanliness of your room and public areas, to the attention and services provided by our team, fully met your expectations and contributed to a satisfying stay.

Your recognition and preference motivate us to maintain our high standards of quality, always striving to make each visit equally rewarding.
No Public Name
Family
Reviewed: 6 months ago (01/05/2026)
Date of experience: 04/2026

Great customer service. The room was clean and excellent view. Every staff member had an excellent attitude and would acknowledge you. Recommend this location.

Dear Guest,

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

We are delighted to know that our team's service, the cleanliness of your room, and the view from your room fully met your expectations, and that the friendly and attentive service from each member of our staff contributed to making you feel welcome at all times.

Your recognition and recommendation are extremely valuable to us and motivate us to continue maintaining the high standards of quality and service that distinguish our hotel.
No Public Name
Alone
Reviewed: 6 months ago (30/04/2026)
Date of experience: 04/2026

I booked at hotel Lucerna at midnight. They Charged me $360! Outragous rate.

Dear Guest,

We sincerely appreciate you sharing your feedback about your recent experience.

We deeply regret that the rate charged plus the deposit at the time of your reservation negatively impacted your perception of check-in and the service upon arrival. We understand the importance of receiving value for money that meets your expectations, and we appreciate you taking the time to let us know, as it allows us to reflect and identify areas for improvement.

We are also pleased to learn that the cleanliness of your room and the public areas, as well as the functionality of the room and the service upon check-out, were satisfactory during your stay.

Your feedback is essential to our commitment to continuous improvement and service quality.
No Public Name
Family
Reviewed: 6 months ago (30/04/2026)
Date of experience: 04/2026

The worst experience I've ever had at a hotel. The hotel refused to let me into the K tower when I had it rented. Also rejected my children and the girls at the front desk were rude the entire time. They refused to try to help me and the entire staff just seemed like they hated us.

Dear Guest,

We are deeply sorry to hear that your experience was not satisfactory and that you encountered such unpleasant situations during your stay.

We understand the importance of receiving courteous and professional service from reception, as well as the expectation of receiving the service and access to facilities as booked. We are very sorry that you perceived a lack of support and courtesy from the staff and that you and your family felt uncomfortable. We have our K Tower Hotel, which is adults-only, and we understand that this is where the confusion arose.

We appreciate you taking the time to share your feedback, as our guests' comments help us identify areas where we need to improve to provide a positive experience in every respect.
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