Hotel Lucerna Tijuana hotel logohotel logo
Public Reviews Score
87%

"Very satisfied"

Based on 3,604 reviews
:
By JENNIE GUERRA
Reviewed: 11 months ago (17/05/2025)
Date of experience: 05/2025

I WAS HAPPY STAYING HERE ,WE ALWAYS STAY HERE WHEN WE COME TO TIJUANA ,BUT ON OUR LAST DAY I HAD MADE RESERVATIONS FOR ONE NIGHT, BUT DECIDED TO STAY ANOTHER NIGHT ,SO I TOLD THE BELL BOY, FERNANDO ,WHICH WE KNOW FOR YEARS,SINCE HE IS THE ONE THAT TAKES OUR LUGGAGE TO OUR ROOMS WHEN WE COME.HE SAID dont worry i will lt the front desk,know that ypu are staying one more day.When we got to our room the lady checking the rooms, was checking our room , and said the front deslk,workers forget to register,our extra night. OUR ROOM WAS NOT CLEANED AND WE DID NOT GET ANY CLEAN TOWLELS ,YET I PAID $200.00 FOR THE EXTRA NIGHT=VERY UNHAPPY

Dear Ms. Guerra,
We regret to hear about the situation that arose due to the lack of communication among our staff. We hope this doesn't happen again in the future, and that you will let the reception staff know directly that you will be staying longer during your next stay to avoid any misunderstandings. We apologize for the issue with your room cleaning; we will consider this for your next stay.

No Public Name
Reviewed: 11 months ago (17/05/2025)
Date of experience: 05/2025

Hubo problemas de registro. El dia 16 de Abril hice la reserva en persona, pague con mi tarjeta de credito, l mismo dia pedi la cancelacion dbido a mi tramite de resereva de negocios. Se me informo que recibiria un mail confirmando la cancelacion asi como la re-activacio9n de business client. Nunca recivi ningun mail con informacion. Tengo confucion en cuanto al status de mi cuenta de negocios, favor de enviar informacion ASAP

Estimada Srita Macias.
Muchas gracias por sus amables comentarios.
Estaremos poniendonos en contacto para apoyarle con la aclaracion de esta situacion con mucho gusto.
No Public Name
Reviewed: 11 months ago (17/05/2025)
Date of experience: 05/2025

Guest has not commented on review

Dear Mr. Garcia,

We appreciate you taking the time to share your experience with us. We regret that you experienced any room-related issues during your stay.
We are pleased to know that our staff was friendly and that you were satisfied with our food and beverage services, as well as the quality of the internet.
We are committed to continuing to improve to provide you with a complete experience and look forward to welcoming you back to offer a service that meets your expectations.
By John Leeson
Reviewed: 11 months ago (16/05/2025)
Date of experience: 05/2025

I was very happy and am returning again soon

Dear Mr Leeson
Thank you very much for choosing us. We are very happy that you enjoyed your stay. We look forward to seeing you soon.
By Alisa Toy
Reviewed: 11 months ago (16/05/2025)
Date of experience: 05/2025

The hotel is very beautiful and the staff are quite nice. The bed and pillows were comfy. Unfortunately, the room service was not good. I called in an order 7 times at the hotel over the days I stayed there. Three times they forgot my order, and I had to go downstairs over an hour later to get it, and another three were incorrect on what I'd ordered. Only one order was exactly as I'd ordered it and delivered to my door at a reasonable time. Also, my room had adjoining doors that had no insulation. As a result, I could hear every activity going on in the room next to me as clear as day. It was unpleasant, to say the least.

Dear Ms. Toy,

We appreciate you taking the time to share your experience at our hotel. We sincerely regret that room service was unsatisfactory during your stay and that you experienced issues with your orders. Your comments are very valuable to us and will be shared with the appropriate teams to improve our process.
We are happy to know that you found our facilities beautiful. However, we apologize for the noise issues. Your comments will help us improve every day.

We hope to have the opportunity to improve your impression of our hotel in the future. Your satisfaction and preference are very important to us.
By Angel Ibarra
Reviewed: 11 months ago (15/05/2025)
Date of experience: 05/2025

Very welcoming and kind staff, easy to check in. Wonderful location. Never no problems highly recommend!

Dear Mr. Ibarra,

Thank you for sharing your wonderful experience with us.
We are very happy to know that our staff was friendly and that you enjoyed a comfortable experience.
We hope to have the pleasure of welcoming you back in the future. Your preference and satisfaction are very important to us.
No Public Name
Reviewed: 11 months ago (15/05/2025)
Date of experience: 05/2025

Bathroom needs renovations. Felt old, dirty and unpleasant.

Dear Mr. Cantu,
We appreciate you taking the time to share your experience with us. We regret that we did not meet your expectations and will be working on your comments.
We are pleased to know that our staff was friendly. However, we understand there are areas for improvement.

We look forward to serving you again in the future and improving your experience. Your feedback is important to us.
No Public Name
Reviewed: 11 months ago (15/05/2025)
Date of experience: 05/2025

Tienen. Que mejorar el sistema de drenaje, mi cuarto olía a caño! Gracias

Estimada Srita. Gomez

Lamentamos sinceramente el inconveniente relacionado con el sistema de drenaje durante su estancia. Agradecemos que haya compartido su experiencia, ya que sus comentarios son valiosos para ayudarnos a mejorar nuestras instalaciones.
Esperamos poder cumplir sus expectativas en una proxima ocasion. Muchas gracias!
No Public Name
Reviewed: 11 months ago (14/05/2025)
Date of experience: 05/2025

Guest has not commented on review

Estimado Señor DEITA

Gracias por compartir su maravillosa experiencia con nosotros. Nos alegra mucho saber que su estancia fue de su agrado y que todo cumplió con sus expectativas. Esperamos tener el placer de recibirlo nuevamente en el futuro.
By Mark Messier
Reviewed: 11 months ago (14/05/2025)
Date of experience: 05/2025

Excellent

Dear Mr. Messier,

Thank you for sharing your wonderful experience with us. We regret that the internet quality did not fully meet your expectations. We value your feedback and are always looking for ways to improve to provide an exceptional experience.
We hope to have the pleasure of welcoming you back in the future. Your preference and satisfaction are very important to us.
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