Hotel Lucerna Tijuana hotel logohotel logo
Public Reviews Score
87%

"Very satisfied"

Based on 3,604 reviews
:
No Public Name
Reviewed: 10 months ago (30/05/2025)
Date of experience: 05/2025

Todo excelente, espero visitarlos pronto pero en viaje de placer...!

Gracias por compartir su maravillosa experiencia con nosotros. Nos alegra mucho saber que su estancia fue satisfactoria y que todos nuestros servicios estuvieron a la altura de sus expectativas.
Esperamos tener el placer de recibirla nuevamente en el futuro. Ha sido un placer atenderle.
By Vinicius Barros
Reviewed: 10 months ago (29/05/2025)
Date of experience: 05/2025

Unfortunately, my experience was far below expectations, especially considering the high price paid. The internet connection was unreliable for two full weeks. Despite daily complaints, the response was always the same: "We are aware, and we’re trying to fix it." Interestingly, the Wi-Fi on the 5th floor—where my colleague stayed—worked perfectly, as did the connection from the neighboring KTower. I often had to work near the pool just to connect to the KTower network.
Room cleanliness was also unacceptable. My first room (616) had clearly not been cleaned properly, with dirty floors. I moved to another room (620), only to find the same issue—dust and long female hair on the floor and even on the pillow.
Finally, the laundry service was disappointing. My clothes were returned with an unpleasant smell, as if they hadn't been properly washed.
I cannot recommend this place based on my stay. I will even recommend that my company EssilorLuxottica stop the partnership with the hotel. It was a frustrating experience that does not reflect the standard expected for the price charged.

Thank you for sharing your feedback. I'm truly sorry that your experience did not meet expectations, especially regarding the internet issues, room cleanliness, and laundry service.

This is not the level of quality or service we aim to provide, and I understand your frustration. Please rest assured that we are addressing each of these concerns seriously to ensure they do not happen again.

We value your opinion and we hope to have the opportunity to regain your trust in the future
By Pietro Segat
Reviewed: 10 months ago (29/05/2025)
Date of experience: 05/2025

A terrible experience. Lucerna and Tower K could not provide a room that the air conditioning worked. Unbelievable. And on top of that it took teh staff over 3 hours to send us to three different rooms and yet not one had air conditioning that worked. We ended up having to leave to go to a different hotel.

The manager was rude, unresponsive and just kept offering one excuse after the other. I have never had an experience like this. Whats more no one bothered to call me or email me after such a poor experience. That made it clear they care nothing for their guests. With over 10 stays this year alone, not a call, not an email no effort to regain our business.

We are truly sorry for the inconvenience and poor service you experienced during your stay. Not being able to provide a room with working air conditioning, along with the lack of proper follow-up, is unacceptable—especially for a loyal guest like you.

We take your feedback seriously and are addressing the situation with our team. I sincerely hope we have the chance to regain your trust in the future
By Maria de Lourdes Zuany Ramirez
Reviewed: 10 months ago (29/05/2025)
Date of experience: 05/2025

Guest has not commented on review

Muchas gracias, por tomarse el tiempo de contestar nuestra encuesta de servicio. La esperamos nuevamente sera un placer asistirle
By Roberto Guillen
Reviewed: 10 months ago (28/05/2025)
Date of experience: 05/2025

my overall experience was great, besides a very few details that didnt made my experience worse, the staff was super friendly.

Thank you for your feedback! We're glad to hear that your overall experience was great and that our team made a positive impression with their friendliness. We appreciate you mentioning the minor details as well — every comment helps us improve. We hope to welcome you back again soon
By Christine
Reviewed: 10 months ago (27/05/2025)
Date of experience: 05/2025

Food and beverage need improvement. Rooms need updates. Clean floors and shower, hairs when we arrived

Thank you for sharing your feedback. We’re sorry to hear that your experience with the food, beverage, and room condition did not meet expectations. We also apologize for the cleanliness issues you encountered upon arrival. Please know that we’re addressing these concerns with our team to improve the quality and comfort of our guest experience. We truly appreciate your comments and hope to have the opportunity to serve you better in the future.
By Ericka
Reviewed: 10 months ago (27/05/2025)
Date of experience: 05/2025

As this was my first time staying at Lucerna, I have to say I was disappointed to enter the room and automatically pick up on an awful fishy smell. Secondly, the bed sheets had a peculiar smell and were stained. The bathroom was not flushing adequately, so I had to call for room service. Check-in was also a setback. Will I stay again? Noooo…

Dear Ericka,

We appreciate you sharing your experience during your first visit to our hotel.
We sincerely regret that you experienced unpleasant odors and the condition of the room, as well as the situation you encountered with the bathroom.
We take each of your comments into account to identify areas for improvement and address them. We value your feedback, as it helps us provide a better experience for our guests.
By Jeff Freiburger
Reviewed: 10 months ago (27/05/2025)
Date of experience: 05/2025

We enjoy Lucerna twice a year for the past 10 years visiting Dr, Calzadas, facilities needs maintenance and updates! Have a great day

Thank you for your continued preference and for sharing your feedback. We appreciate your comments and will take them into consideration as we work to improve. We look forward to welcoming you again soon!
By Jan Campbell
Reviewed: 10 months ago (27/05/2025)
Date of experience: 05/2025

Very good

Thank you! We're happy to hear you had a very good experience.
No Public Name
Reviewed: 10 months ago (27/05/2025)
Date of experience: 05/2025

I would absolutely return. The only issue was the check-in process. I waited 15-20 minutes in line to get checked in.

I was late for the wedding because of this.

Thank you for your feedback and for your kind words—we're glad to hear you would return. We sincerely apologize for the delay during check-in and the inconvenience it caused, especially with such an important event. We’re reviewing our check-in process to improve efficiency and avoid similar issues in the future. We truly appreciate your understanding and look forward to welcoming you again
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