Hotel Lucerna Tijuana hotel logohotel logo
Public Reviews Score
86%

"Very satisfied"

Based on 3,889 reviews
:
By Christine
Reviewed: 1 year 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: 1 year 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: 1 year 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: 1 year 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: 1 year 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
By Richard Thompson
Reviewed: 1 year ago (26/05/2025)
Date of experience: 05/2025

Room had no hot water even after alerting the hotel staff. Amenities were fine but Overall unpleasant with no hot water.

Thank you for your feedback. We’re sorry to hear about the inconvenience you experienced during your stay. Please know that we’re looking into the issue to ensure it doesn’t happen again. We appreciate your comments and hope to provide a better experience in the future.
By The Loezas
Reviewed: 1 year ago (26/05/2025)
Date of experience: 05/2025

Customer service was top notch, room cleanliness impeccable and food was 5 star! We will be returning soon and highly recommending this place to our family and friends.

Thank you so much for your wonderful feedback! We're thrilled to hear that you enjoyed our customer service, the cleanliness of your room, and the food. It means a lot to us that you plan to return and recommend us to your family and friends. We look forward to welcoming you back soon!
No Public Name
Reviewed: 1 year ago (26/05/2025)
Date of experience: 05/2025

El Hotel ya se le notan los años, el servicio de los empleados es muy bueno y son muy atentos, el servicio del restaurante no fue muy bueno, las opciones muy limitadas y la relacion de calidad por precio no se nos hizo buena. No hubo buffet dominical solo Brunch el cual es mucho mas caro y a partir de las 10 am, nosotros teníamos que desayunar entre 9 y 10 y no podiamos esperar para aprovechar sus ventajas. En el menu no dice que el buffete no se ofrece en domingos. Mal por ustedes.

Gracias por compartir sus observaciones. Lamentamos que el servicio del restaurante y la oferta de alimentos no hayan cumplido con sus expectativas, así como la falta de información sobre el horario y disponibilidad del buffet dominical. Tomamos muy en serio sus comentarios y los compartiremos con nuestro equipo para mejorar la comunicación y la experiencia gastronómica de nuestros huéspedes.

Nos alegra saber que el servicio del personal fue de su agrado. Esperamos poder recibirle nuevamente y ofrecerle una mejor experiencia.
No Public Name
Reviewed: 1 year ago (26/05/2025)
Date of experience: 05/2025

excelente

Muchas gracias, por tomarse el tiempo de contestar nuestra encuesta de servicio. Lo esperamos nuevamente sera un placer asistirle
By Annie G. Hill
Reviewed: 1 year ago (26/05/2025)
Date of experience: 05/2025

Very Clean, well-run hotel with good restaurants. Everyone was very friendly and so it felt very welcoming, and it's very conveniently located. I can't compare it to other hotels in Tijuana, but this is an excellent option, and the price is very reasonable. I will definitely stay here again, with my family.

Thank you for your wonderful feedback! We’re glad to hear you found our hotel clean, well-managed, and welcoming. It’s great to know you enjoyed our restaurants and convenient location. We appreciate your kind words and look forward to hosting you and your family again soon!
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