Hotel Lucerna Tijuana hotel logohotel logo
Public Reviews Score
87%

"Very satisfied"

Based on 3,603 reviews
:
By Shilpa
Reviewed: 8 months ago (05/08/2025)
Date of experience: 08/2025

Average because the breakfast option to prepay want available and service is too slow

Thank you for your feedback. We’re sorry to hear that the breakfast prepay option wasn’t available and that the service did not meet your expectations.

Your comments have been shared with our team so we can continue working on improving our guest experience.

We appreciate you taking the time to let us know.
By Juan garcia
Reviewed: 8 months ago (05/08/2025)
Date of experience: 08/2025

Exelent

Thank you very much for taking the time to complete our service survey.

We're glad to have your feedback and hope to have the opportunity to welcome you back very soon.
By Luann Beberman
Reviewed: 8 months ago (05/08/2025)
Date of experience: 08/2025

I inadvertently booked the Lucerne hotel in Tijuana thinking I was booking the Lucerne hotel in Ensenada. Upon arriving at Lucerne in Ensenada I was informed of the error. I was not provided a refund nor a partial refund - you charged me the full 2 days and now you ask how the hotel was! I know many people in both TJ and Ensenada and will let them know about the experience.

Thank you for taking the time to share your experience. We’re sorry to hear that your stay did not meet expectations.

Your comments have been noted and shared with the appropriate team, as we continually strive to improve the experience for all our guests.

We appreciate your feedback and the opportunity to listen and learn
By JENNIE G GUERRA
Reviewed: 8 months ago (05/08/2025)
Date of experience: 08/2025

REGISTRATION DOES NOT HONER THE SPECIAL REQUESTMADE EVEN THOU I PD.$196.00 FOR CERTAIN RM =3 RMS314/315/316

Thank you for your message. We apologize for the inconvenience and are reviewing your reservation to understand what happened.

We appreciate your patience and will follow up shortly with a resolution.
No Public Name
Reviewed: 8 months ago (05/08/2025)
Date of experience: 08/2025

Very good ever

Thank you for your feedback. We’re glad you had a good experience and hope to welcome you again soon.
By Mich
Reviewed: 8 months ago (04/08/2025)
Date of experience: 08/2025

Daniela greeted us at front. She gave us a rate more expensive than on the internet, she wasn’t very friendly or informative as to why the difference. We decided to book online and then were added a bunch of fees and deposit we were not aware of. The room we received was dated and smelled like humid.

I would not recommend this hotel for tourists.

Thank you for your feedback. We apologize for the issues you experienced and will work to improve. We hope to welcome you again for a better stay.
No Public Name
Reviewed: 8 months ago (04/08/2025)
Date of experience: 08/2025

I would rate this 4 out of 5 stars. I think the door men (Fernando) was outstanding. He was extremely friendly and helpful. The pool side service was extremely slow and the time quoted on items ordered was wrong and misleading. Times quoted were 30 minutes, but in fact took 90 minutes. This happened more than once. From that point on we just ordered uber eats. Also, when I was asked for a late check out I was originally denied while a friend right next me was immediately granted it, so that was a little frustrating. I later went to the other lady at the front desk and she was able to assist and grant me the late check.
The housekeepers were very nice, friendly and helpful.

Thank you for your feedback. We’re glad Fernando and our housekeeping team provided excellent service. We apologize for the delays with poolside orders and any inconvenience with the late checkout. We appreciate your understanding and hope to welcome you back soon.
No Public Name
Reviewed: 8 months ago (04/08/2025)
Date of experience: 07/2025

El cuarto tenia un olor a caño terrible, el agua de la regadera salen dos gotas. Muy malas instalaciones

Lamentamos los inconvenientes en su habitación y ya hemos informado a mantenimiento para solucionarlos. Gracias por sus comentarios, nos ayudan a mejorar.
No Public Name
Reviewed: 8 months ago (04/08/2025)
Date of experience: 07/2025

Overall it was pretty good.

Thank you for your feedback. We’re glad you had a good experience and hope to welcome you again soon.
By Jairo Toro
Reviewed: 8 months ago (04/08/2025)
Date of experience: 08/2025

The hotel installations are wonderful. All the staff are very friendly and knowledgeable. The quality of the service is excellent. The place is an oasis in the middle of the city. A marvelous restaurants. A pleasure to visit

Thank you for your wonderful comments. We’re delighted to hear you enjoyed our facilities, friendly staff, and restaurant. It was a pleasure to have you with us, and we look forward to welcoming you again soon.
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