Hotel Lucerna Tijuana

I have been staying at your hotel for 10 years and during my last stay I was very unhappy. My last night after dinner getting my bill they told me that I was over my credit limit and would have to pay for the dinner in cash. I told the waiter that I had a open credit card as I always do and I was checking out the next day and would settle my bill then. Not good enough so I go to the front desk to resolve and the waiter and his boss insist I pay for the dinner in cash and I ask to talk to speak to a manager. Things got ugly with all the debates at this point after a long day seeing customers I was very angry with all three of your staff. After 10 minutes the manager upped my credit limit and I went to my room to watch CNN (the only new channel) for the balance. I checked on the next morning without breakfast which I pre paid for with a balance do of $375.00. All this for a dinner of $35.00. The night this happened was June 9, 2022. Tim Cheney

See my previous comments

Excellent staff and friendly. Please just improve the smell in the rooms. Otherwise everything was amazing. Thank you

Excellent service. Staff was very friendly at all times. Thank you. Maybe you might need ro improve room odors.

The travel coordination with Dr. Alesandrini and Younger International needs to improve. There needs to be information at the front desk for the patient to coordinate for transportation to and from clinic to hotel and airport.

My first complainant is the price we paid to the hotel. They work with Dr. Calzada's office and offer discounts to his patients. I booked my room through the bioadvanced website and never received the discount that was offered. When I talked to the front desk they couldn't tell me why it wasn't applied and they weren't helpful at all. I talked to Dr. Calzada's office and they called to find out why the discount wasn't applied. They were told that I registered through Lucerna's website which was a link offered through the bioadvanced web-site and that I was not eligible for the discount. I don't understand why they would have a link through the bioadvanced web-site that doesn't actually give patients the discount. I feel that they are misleading costumers and taking advantage of a technicality to benefit them financially. I don't feel like it is an honest approach. When they found out that I thought I was registered the correct way and that I was aware of the discount offered that they should applied it to me and the group I registered. I had 3 rooms reserved and that added up to a lot of money spent that I wasn't expecting to spend. It was an extra $500.00 total. I understand where they are coming from but I also feel that if they make it confusing when scheduling that they should also be understanding that there could be some mistakes made. They either offer a discount to Dr. Calzada's patient's or they don't. The internet was not working and in the evening when their was noise coming from the hallway and other rooms most of the night we would have liked to use the internet to play music to filter out the noise but we couldn't because the internet wasn't working for at least 2 of the nights we were there. Also, the hotel hallways were very dirty and needed to be vacuumed. I can tell that they are attempting to update their rooms and clean it up and they have new flooring in the rooms. There location is good and close to Dr. Calzada's clinic and they have a restaurant, bar and pool but all of that doesn't make up the fact that they are unethical and unwilling to work with their customers. I would recommend to anyone reading this and to all of my friends that I refer and bring to Mexico that they stay elsewhere.

La verdad no muy satisfecha, pagué extra por estar con acceso a la alberca y NO la pudieron usar mis hijos

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Poor. I will never stay there again when going to Bioadvanced medical for treatment

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